Potbelly — Restaurant in Virginia

This was my first experience at Potbelly, and I don't think I'll be going back. I had numerous problems at this location, and I've provided feedback on their app, on their website, and Twitter and haven't received any reply.

My visit: There was no line at all, and the young guy behind the counter taking orders was obviously new, but pretty friendly and trying his best. The next guy making my sandwich must of had better things to do because he could care less and you could tell he hated being at work, the cashier working on a computer on the back counter and going back and forth to the register... But, not at all acknowledging me and my girlfriend. We waited two mins or more before she said anything, then another guy stepped in and attempted to cash us out. But, not before asking us twice what we had,( I thought I told the first guy?), And then still getting it wrong before the third time he got it right. Then after cashing out, I notice a wonderful health code violation... See the picture posted with this. Milk just sitting out on the counter and crushed Oreos sitting on the bare counter. I sure would love some of those germs in my shake...

There didn't seem to be anyone in charge here, it was a weekend night and I think everyone over 18 was off.

Needless to say, all the praise I heard was ruined by this experience. The lack of response back from the company makes me not want to give them a second chance. There's plenty of sandwich shops...

Today 9/29/2024 I had a poor experienced at this Potbelly location. I placed a delivery order that arrived to me completely incorrect.I called the store and spoke with the manager Parvin to explain the stores mistake and request a refund. She explained when I arrived to the store I would receive the correct order and a full refund. I stopped working to drive to the store and pick up the order myself although, I paid a delivery fee. Once I arrived at the store. to my surprise the sandwiches still were not ready for pick up and I had to wait for the order to be prepared. Then there was no reversal of the charges or a refund in progress. Manager Parvin was not able to provide a refund receipt. I was provided the correct order and was told by Parvin that my full refund would process in a view days. I was provided her manager Craig’s information. I contacted Craig to have the refund policy explained. Craig explained that online order refunds are not processed within the store and that paperwork must be completed and a refund will be provided within a week. I have never encountered a refund process like this nor have I had such a poor experience at Potbelly. I’m hoping this poor experience with Potbelly ends with my refund actually being process and this experience will not continue to be more of a headache and...

Our order was incomplete and missing several items. I placed the order via the App and we picked up the bag from the Online order shelf. When we got home, realized it was missing one sandwich and 2 cookies. We drove back to the shop and was hoping that the rest of our order would be in a separate bag and waiting on the shelf, but it unfortunately was not.

When we asked the Staff, they were polite but did not acknowledge that they likely forgot to complete the order and put the bag out even though it wasn’t complete. They made the 3rd, missing sandwich and gave us the missing cookies. We ended up getting our complete order 30 min after the original listed pick up time.

I understand that 4/15 was BOGO day so it was likely busier than usual. I’d recommend the franchisee ensure there is a quality control step added into the staff workflow. Someone should physically check the bag contents against the order receipt to ensure online orders are accurate. This is something most, if not all Fast Food restaurants do.

I’m sure that the Potbelly owner of this Franchjse will post a generic response and ask us to contact the customer service email. Hopefully, they at least...