Potbelly — Restaurant in Warren

I ordered delivery on the Potbelly.com website and Doordash (which I am not fond of) delivered the order.

First, DOORDASH... The Dasher was late delivering my order and wore NO MASK, which I SPECIFICALLY requested the Dasher to follow in my special request. After tracking the delivery, I called and asked the Dasher if she had encountered any problems finding the house b/c I noticed she drove past my street and was late delivering my order. The Dasher said she had double orders and was delivering her Grubhub order first which BTW, was past my house. Ummmm...OKAY so here's a suggestion. FIRST, use your GPS to determine which delivery is closest to the restaurant pickup then deliver there first. SECOND, you may want to stagger the days you deliver Doordash and the days you deliver Grubhub, so it's not a conflict of interest with your deliveries. Ijs.

Now, POTBELLY SANDWICH SHOP... I ordered a BIG Chicken Salad Sub that ONLY had the requested toppings but NO CHICKEN SALAD. ABSOLUTELY NONE.

Next, I ordered a pick two Italian SKINNY Sandwich + HALF Salad. The sandwich was missing mustard, extra lettuce, seasonings and extra onions, however the lite oil & lite hot peppers I ordered were dripping with so much oil the bread & bag were saturated with it and sooo many jalapenos that the sub was rendered inedible. The salad was made correctly (though it was chinzy) BUT the lil cup that the dressing came in was half full.

I also ordered a REGULAR Mediterranean sub & thankfully, it was prepared correctly. I split & shared this sub b/c the other 2 subs were rendered inedible and thrown in the garbage.

I called the 12 & Mound shop and spoke to the "manager". When I attempted to explain the gross inaccuracies with my order, she interrupted & stated that she only had two new employees on shift that she was training and inaccuracies were par for the course when employees are new (WOW). She also stated that people are getting tax refunds and that they don't want to work, which makes employee turnover high. (Waitment...U mean the same tax refunds that ONLY pay once IF you don't owe taxes?) That was the dumbest sh# I had ever heard in a long time and NONE of that BS she said had a ANYTHING to do with my Chicken Salad sub having ZERO Chicken Salad on it!

I asked the "manager" for a refund of my two subs. She told me to call Doordash because, "Doordash is the one that collected the money even though my order was placed & paid for on Potbelly's website...and besides, Potbelly doesn't have a way to refund the money and if Potbelly refunded my money, they would be cheating themselves while Doordash gets paid twice."🥴 Now, aside from this "manager" being quite defensive, unprofessional an cutting me off as I attempted to explain my issue, she was quick to explain away the problem, blame the staff (or lack thereof) and push me off on Doordash.

Clearly, Potbelly and Doordash do not communicate with each other. However, in instances like this, the CUSTOMER is caught in the middle and gets ZERO customer service regarding thier order. BTW...Potbelly doesn't have LIVE Customer Service. You MUST leave a voice message or comment online. Also, my Potbelly order is NOT listed in my Doordash order history AND that is because POTBELLY' is responsible for refunding the FOOD ORDER that I ordered from their website, not Doordash.

I would NEVER recommend order delivery or pickup from this inept 12/Mound Potbelly Shop unless you enjoy listening to a manager float around in the Twilight Zone while blaming a one-time tax refund check (and probably UIA/PUA checks too) for the obvious failure of MANAGEMENT to property train the staff you do...

Never had an issue with this location till today . I come here probably twice a month . Today I ordered on the app and came in a few min early to see what drinks they had then looked in the online order shelves for my order (wasn’t there) so walked up to the counter where a woman was on the phone with an order (no big deal) there was the drive thru woman behind her that saw me standing there and IGNORED ME … no be with you in a minute, no whats your order name , no nothing …. Saw me but just ignored . A few minutes go by and a young woman walks in and comes up to the counter (online order) the young lady that ignored me practically ran to the counter and asked her order name 😳i thought she was talking to me so i started to say my name when i realized she was talking to HER ! 😳😲 got that persons order info and walked away with out even acknowledging me and my order . The woman (manager ?) got off the phone and asked if I was helped and I said NOPE . She got my order name and went to find out if it was complete . Part of it was done but was waiting on another sandwich . The young lady who ignored me was back over by the drive thru window bagging order up and kept looking at me and I kept staring at her in disbelief and a bit upset at that whole thing . She finally brought my bag over , looked nervous and tried to put 2 choc chip cookies in the bag (I ORDERED OATMEAL AND DOUBLE CHOC CHIP!) when she gave me the bag I said “that was RUDE !” She said “I’m sorry” and I repeated “that was RUDE and I’m starting to think its a race thing “ . I’m white , shes black and the other customer was black . Reverse racism exist . I wont be back to this location . I cant support racism...

Please do not order delivery from this location!

I had two instances where I placed online orders for delivery. The first time they apologized and told me no one was available, but my order had been ready for 35 minutes. So I went in and picked up my cold soup and sandwiches.

The 2nd time I placed an order 3 hours before hand for it to be delivered by 6pm. I decided to call at 6pm since my status had stayed on received, since I originally placed it. The worker I spoke with told me that this isn't their responsibility and this goes through Doordash.

Having to call Doordash and talk through their customer service, they never received any orders from that specific Potbelly. And when Doordash tried calling the store, they informed me no one answered the phone.

So I was left to call back Potbelly again regarding my order about 45 minutes after I was originally supposed to receive it. Once I got a hold of someone they told me "They have no one to deliver this". I cancelled my order, but truthfully I don't think they will.

Please don't order delivery from their website, Potbelly and Doordash need to communicate. Or Potbelly needs to directly remove this location from having...