Potbelly — Restaurant in Worth Township

Today 7/15/24 at 8:25pm I order two whole apple chicken salads. One with blue cheese & one without. I paid for my meal with my phone via apply pay my total came out to $23.07. I must admit after waiting for 10 mins or so while the worker on the register at the drive thru window stated he was calling his manager. He left me waiting at the drive thru window with no food or explanation as to why I hadn’t received my food. Finally after waiting a total of 19mins in drive thru I’m present with my food. I check the bag both salads were in my bag. I went home looked in the bag no receipt, and took my salads out the bag under the light & it looked like my salads were thrown together.

Everything in the salad is suppose to be fresh I was served rotten grapes in both my salads . This is totally unacceptable. So I decided to call back to the store to share my experience. I expressed what occurred and informed the employee this was such a horrible experience. I drove all the way to the 9544 S Western Ave, Evergreen Park, IL 60805 location to get what I actually ordered. I walked in the store and approached the counter to share my experience. I asked the same young man who took my order in drive thru to make two new whole apple chicken salads. I explained to him the salad had rotten grapes inside and this was poor customer service. I’m use to a full fresh salads. And this was unacceptable. I also ask him if he was going to make my salad to wash his hands and change his gloves because he had just got finished at the drive-through with handling cash and then he stepped over to the salad bar section attempting to make my salads without washing his hands and that is so unsanitary and disgusting . I asked him to wash his hands and to please put new gloves on. The salads that I was served wasn't potbelly standard salads. In the past I’ve received fresher looking salads than what I was served tonight. I’m highly disappointed and nobody should ever experience this again.

As a food service employee , there’s no way that you serve someone rotten or spoiled food. That’s terrible customer service. The young man I’m assuming was the manager or lead on the team tonight. He never apologized for the inconvenience. He stated that potbelly is in a food Deficit and the workers are only suppose to serve 3ounce per salad and I said to him as a customer how the hell. I’m I suppose to know the ounces on a salad if im not an employee.

This statement didn’t make sense to me. It also didn’t justify that mere fact that, I was served rotten grapes on my salad that looked thrown together with no presentation whatsoever.

I hope no one else has the experience that I have this evening because this is totally disrespectful, unsanitary, unprofessional.

I would like to give kudos to the young lady who tried to step in apologizing for the inconvenience & offering me a milkshake. But when the young man heard her offer the milkshake to me he stated aww we can only offer a cookie not a milkshake the company has a food deficit.

At this point I’m so done with this experience. I will not be visiting this location ever again. I’m so disappointed with the poor customer...

After a conflict in the parking lot with another Potbelly customer due to trying to get to the speaker of the drive thru and place my order, the customer cut me off since there’s nothing to block the line in order to get to the window. The customer then expressed to Naveana how her and I had a disagreement and how she believed her order should have been taken before mine. Before even hearing my side or understanding the exact situation Naveana took it upon herself to place the young lady’s order while at the window with her.

After placing her order Naveana then had me wait more than 8 mins so the young lady’s order was made and in conclusion walked outside where the young lady’s vehicle was parked in front of mine in the drive thru and then handed her her ordered. I then seen the young lady hand Naveana additional money in her hand for taking her order before mine. After Naveana then came back to the window to retrieve my payment I expressed to her what she did was not right and very unprofessional due to the fact that she was not there in the parking lot to see what had happene.

Naveana stated she could not refuse the young lady service to which I explained she did not have to but had many options to let the young lady know to go inside, go back around, or even handle my order before hers due to the fact that I placed my order at the speaker prior to the young lady reaching the window. I would not recommend and plan to spread the word of the unprofessionalism this location has offered to its customers.

I then waited for the store manager to arrive to which she tried to explain she was new to the location and Naveana was not there in the parking lot to know or understand the situation of what was going on therefore she had seen nothing wrong with what Naveana had done. I replied “exactly therefore she should not had stood there and took it upon herself to take sides.” I explained to her how unempathic she and her employees of this location are. I understand Naveana may have been understanding of the young lady who jumped in front of me but she didn’t care to think of how I was treated and felt as well. After the situation I asked...

When I arrived, there were 6 ladies behind the counter, 1 taking orders inside to go on the toaster, 1 preparing shakes, 1 putting toppings on the inside orders, a young lady at the register and 2 working the drive-thru. After about 5-7 minutes into my wait, the drive through orders had ceased and that crew and the young lady who had been on the inside register began chatting near the drive-thru window. The young lady who prepped the sandwiches for toasting on the inside orders had done so for 4 people including myself and the gentleman before me who had a large order of 3 sandwiches, 3 shakes, and 3 soups. She then left her station and rather than help the woman put the toppings on the orders, she stood by the drive through window to talk and laugh. When I asked the lady who was placing the toppings on the sandwiches who the manager was she directed me to the lady with the red bandana who had been making the shakes. I asked the manager if she could get the other girls to assist this woman with these orders. The manager very lackadaisically asked the others to help. They sheepishly finished putting the toppings on the shakes. Then a 7th woman came from the employee area and rung up my order. At this time my malt still wasn’t ready. I waited another 5 minutes and was given a malt that had been in the freezer and was already prepared. I asked if it was a malt and was told yes. I tasted it as I left the store. It did not have the taste of malt powder.

I was able to walk in and order almost immediately and still it took 20 minutes for me to receive a shake and a sandwich while there were 6 people behind the counter. As a customer, it appeared to be dissension in the group. It appeared that the other young ladies including the manager did not particularly care for the young lady who was adding the toppings and therefore didn’t want to help her. This shows poor management only affects the customers. It ultimately affects that location’s business and reputation. Sadly this isn’t the first time that I have received poor service or a mistaken order at this location, but I think that it...