Potbelly — Restaurant in West Chester Township

Very disappointed and frustrated due to how a very simple request was handled.

My husband and I placed an order for two sandwiches. One of them included avocado by default. I politely asked that the avocado from my sandwich be placed onto my husband’s sandwich instead. Since this was a single order and we weren’t requesting anything extra—just transferring an ingredient that was already included—I expected this to be a straightforward request.

However, the employee taking our order insisted on charging extra for adding avocado to my husband’s sandwich, despite the fact that I was already paying for it. I calmly explained multiple times that we were not asking for additional avocado, just a reassignment of the same portion. The employee continued to argue the point and displayed clear attitude throughout the interaction.

This back-and-forth took longer than it should have and was needlessly stressful. My husband and I eventually expressed our frustration and said we would raise the issue with management. At that point, two other employees stepped in and resolved the situation by placing the avocado on the side—something that could have easily been done from the beginning.

We appreciate the eventual resolution, but the poor customer service and inflexible, argumentative attitude from the initial employee left a very negative impression. We hope your team can take this feedback seriously and consider providing additional training to staff on how to handle simple customer requests with more flexibility and professionalism.

In the event of a reply to my comment, I have already sent the above information to the general...

Potentially Great, But Customer Service Falls Short

I recently dined at this establishment and found it to have great potential. The menu offers a variety of appealing options, including the broccoli cheddar soup and meditation sandwich, which were both highlights. The garden salad and chicken salad melt also pleased my taste buds, reflecting a commendable culinary effort.

However, where this place falls considerably short is in the realm of customer interaction. It's evident that there's a lack of an effective order tracking system. This deficiency could become a significant issue during peak hours or busy weekends.

The absence of a ticket system left orders disorganized. It's frustrating to place an order, see cold toppings added, receive your food, and then be asked what you ordered. As a customer, I shouldn't have to reiterate my order; it should be known once I've placed it. A basic ticket system at the order counter could rectify this issue, sending orders seamlessly to the point of sale.

In summary, the food has great potential, but the shortcomings in customer interaction are a notable drawback. Implementing a simple ticket system could greatly enhance the dining experience and make it more...

We ordered a couple sandwiches. One had cheese the other did not. When we got our sandwiches, it looked like neither had cheese. We told the man at the register who was making the sandwiches. He let us keep both sandwiches, made us a new sandwich with cheese, and gave us a free cookie. We later found out that the original one did have cheese. When I went to return the sandwich and cookie he was understanding of our mistake, polite and professional. He let us keep everything. I don't know his name, but on 5/19/2022 around 6:00pm he was working the register and making sandwiches....