Potbelly Sandwich Shop

I stopped here for lunch yesterday. It was super busy and looked like a popular place. I was impressed with the staff. They answered all my questions and took time to help me out. My food was still hot when I brought it back to work. They do a great job here. And the sandwich was great. I appreciated their hard work.

Normally a fan, tried out this location and was really disappointed. The kid behind the counter was really helpful and professional, despite looking 12. Unfortunately they were out of taziki sauce for my gyro and out of Mac n cheese, by 6 pm on a Monday. Store was slow, one table when we came in. I get running low on things, but I never would have ordered a gyro if I had known there was no sauce. Manager was unapologetic, in think that's what disappoints most.

Order #18633 made online 12/26 with confirmation email rec'd at 11:27. Estimated delivery time: 12.30. Ordered lunch at work with several co-workers. When the meal hadn't arrived 30 min after estimated time, called the store. Was informed over the phone that the website wasn't working and they were unable to process web orders or refunds. However, this did not stop them from from sending a confirmation email or charging us for our order. It only prevented us from getting a refund or being informed that we would not be having lunch. The store associate's solution was to call our bank to request a reverse of the charges or to re-order over the phone (and pay again). Our call with the store was then placed on hold until we eventually hung up after approximately 15 minutes. So, the net-net is that there is no lunch for us today as lunch break is long over but we paid for 3 sandwiches and some sides. The fact that the store was unable or unwilling to assist was astounding. We are now out $29.72 which included tip. I hope the store enjoys that on their bottom line. A week later and my bank states that it is showing as a completed transaction so I can file a dispute. No reply yet from Potbelly's online customer service email and no refund processed. Insane and unacceptable.