Retro-style counter-serve chain known for made-to-order toasted sandwiches, salads & baked goods.
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Ordered a single sandwich at 11:30 AM through the app with a 12:15 pickup. I arrived at 12:20 and not only was the sandwich not ready, but I was told my order never went through. I pulled up the old order and showed it to the associate. She scrolled down to the bottom and said that the order button was still colored, so I hadn't placed it. I had already received a charge on my card for it, so I was very doubtful that was the case, but I went ahead and placed it again anyway.
Sure enough, a second charge appeared on my account. I showed this to the associate, who then checked with the manager. She came back saying my order was received and my sandwich made, but it was placed off to the side on a shelf, and I could either take that or wait for a fresh one. I went to check the shelf and there was nothing there. Ended up having to wait for the fresh one, which ended up missing the toppings I had in the order. Didn't end up leaving the shop until 12:36
In short, by trying to use the app as designed I not only had to wait much longer than a normal visit even during the lunch rush, but didn't get exactly what I had ordered. The only concession they made for me was refunding one of the two orders. Wouldn't sting quite as bad if there was any accountability taken by anyone. Made my lunch go long, too, so I won't even get to eat the whole thing....
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I think I have to give up on this place. They simply cannot get an order right. I order the same thing each time - avo turkey with bacon. The first time the bacon was missing. Second and third time they forgot to add the bacon at the first station, but I double checked as they were preparing the sandwich and they added it after (which means it takes longer to prepare)
Today is the last straw - order the same sandwich, double check the bacon (it's there this time) and what do you know they forgot the avocado. I even double checked the avocado because I had a suspicion they didn't add it - it just didn't look like they were cutting it up (I really shouldn't have to watch this closely!) I asked as they handed me the sandwich "this is the avo turkey?" and she says "yes". Written on the bag is "avo turkey". No avocado, which of course I only find when I get home.
Anyway, I love the sandwiches, really fed up that they can't get a simple order right. It's just not that complicated.
PS: I always tip...
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Bad customer service put items in sandwich that did not ask for. Ask one of them to remake it gave us attitude and they charge us for six sandwiches and gave us an attitude when they needed to refund it back. During these hard times trying to give business to restaurants so they can survive and this is how we get treated go to a different potbelly there a bunch of them in the area with Great customer service. To top it all when I took the sandwiches home the one that he had to remake had bacon in it which I do not eat and did not ask for call them up Kevin did give me a refund for the sandwich but that's about it he wasn't apologetic at all never will come back will make sure all my friends know about this location as well. Keep your bed attitudes at home don't bring it to...
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