I had placed an online pick up order and went there to pick up my order when it was ready. My order was ready for pick up but it was behind the counter. I stood by the side near the register area. There was 4 workers behind the register. 3 of the worker saw me standing there waiting to pick up my order. They didn’t acknowledged me or said hello. There was no one in the store beside a customer checking out. One of the worker walked over to ring out the customer and saw me standing there. He ranged the customer out and walked away and walked to the back. The other 2 worker walked to the back with him. I just stood there standing still waiting if anyone will ask me if I need any help or if I was waiting to pick up my order. One of the worker that was still in the front but she was facing away from the register. I had to get her attention and repeatedly call out excuse me. She turned and responded very rudely, for me to wait just a minute and will get to me. I worked in customer service for over 15 years and this is not how you treat a paying customer. I will not be returning. Very disappointed and another thing, they got my order wrong too.

Ordered online. Arrived after pickup time as there is never parking space. Order was not ready. Gave my name. Only one person in line. While waiting three more enter their sandwiches are being made. Two checks out , I’m still waiting. Gave my name again, that is when the order got started. What’s the point of ordering online if the order is not started until after you arrive. I have a 15 min drive to the restaurant and order still not ready. Bread over toasted “burned” Condiments not as requested. Leaving the parking lot I just happen to pull out the chips- given wrong chips. Had to go back to switch out. This store is always busy - but check your receipts to get it right.

I hate to leave this review on the App Store, but I need this to be heard! Several times since the big “upgrade” to the potbelly ordering system over the summer, I have tried to order and wasted well over 30 minutes each time. I had emailed customer services a month or more ago, and never heard anything back. Essentially, I always seem to get stuck in a loop of resetting my password, the password not working, then the website not loading the menu, then once I finally get all the items added to my cart, the checkout page won’t work. After 23 minutes in the loop-of-doom today, I begrudgingly decided to download the app. I was able to place the order within 3 minutes. Again, I’m sorry to rate this app so low, because it really did work well for me. I’m just exhausted with the fact that the website is so impossible and the response is nonexistent, thus FORCING me to use an app I never really wanted to download. Also of note, I lost nearly 800 points in the big “upgrade,” so I’m really not sure why I even bother anymore. (Oh yeah, I love those darn cookies…)