Potbelly — Restaurant in Zionsville

I visited this newly opened sandwich shop and ordered the BLTA. Unfortunately, the sandwich was quite dry and lacked flavor.

The service was disappointing. The employee taking my order mumbled and seemed distracted, multitasking without much engagement. At the condiment station — which had no signage or visible list of options — the staff member was unexpectedly combative. Instead of asking what I wanted on my sandwich, she stared silently for several seconds and then abruptly shouted “SPEAK!” It was a jarring and uncomfortable moment.

There also appears to be no communication between staff members. The order taker, condiment station, and cashier don’t share information, so customers end up repeating their order multiple times.

The atmosphere felt tense, with a crowd of online order pickups waiting in the lobby. On a positive note, the location was clean.

Clearer signage, better staff coordination, and a more welcoming attitude would go a long way in improving the...

If you like sandwich shops, you're about to have a new favorite spot.

The problem - We ordered two sandwiches through the app, during a busy evening, and picked up two sandwiches with pieces missing. I called the store to let them know about the mistake and the manager immediately worked to make it right, offering to remake the sandwiches if we came in.

The resolution - We've all been in this situation but it's uncommon to be heard by someone who wants to make your experience a good one. Our second trip we ate in the restaurant, and couldn't decide who had the better sandwich between the BLTA and the Sicilian.

There's a warmth to this place in the way it's decorated and crafted. Display elements are hand-built and look rustic. The staff was friendly, the place was clean, and the food was amazing.

If you go, I hope you get to meet Keisha, and that I spelled her name right. Don't forgot to look into their club for repeat customers, because you can earn a free...

Really sucks to give this place 1 star because I've loved Potbelly for a while and was really excited one was opening so close to my house.

Sandwich was good and as expected. The issue was the customer service.

Whoever was working the toppings station (which I think was the manager as she was the only person dressed in a polo and didn't have an apron) was THE RUDEST person I've ever encountered in a customer facing role. She was unbelievably combative. Started the process by turning her back to us then screaming "I'M LISTENING!" at us in a really rude tone. She made 2 of our sandwiches wrong and rolled her eyes at us when we pointed it out. Basically chucked the bags at us and screamed "YOU'RE WELCOME" as we walked away.

It looks like she's been written about in here before. Hopefully she gets some training or is moved to a less stressful role before this place starts losing business. Really terrible first impression...