Potbelly - gton Hills

As someone who works in hospitality industry you will find rare individuals such as Morgan on the night shift she was there by her self and from taking orders to cashing out the customers pacing herself to prep the orders and packing them all. All by herself. She deserve a raise and appreciation whoever owns this place you will not find employees like her to be composed under pressure and get the job done.

Two stars because of the rude manager. I called ahead because of an issue, and the gentleman on the phone understood and told me to come in to fix it. He listened 100% and it was simple. By the time I arrived there was a shift change and he was no longer there. I was here on March 3, 2024 at 5:15pm. The manager on duty was very rude, and kept interrupting me when I was explaining my issue. Restaurant was completely empty, no line or anything but she was acting like I was holding up a line. She spoke to me like I was stupid. She was assuming what my issue was and giving me explanations for them despite her having no idea what I was trying to say. She even interrupted me after I politely asked her to stop. She kept pointing at herself saying “Well I’m the manager” like that meant I didn’t know what I was talking about. Which is ridiculous because she didn’t even listen to me speak.When I again asked her to stop interrupting me so I can properly explain without having to backtrack, she said “fine, I’ll just listen indefinitely” with a lot of attitude. After that, I just walked out and told her to have a great day. So rude. I will come back when she is not there. I work in retail, and when a customer has an issue, you listen until they’re done talking. Interrupting them with your own incorrect assumptions about what’s wrong just drags out the interaction. You don’t treat the customer like they are a problem.The cherry on top is that I was undercharged and wanted to pay for what I received so I could get my points. She just couldn’t grasp that and would not cooperate, instead choosing to be combative. Instead of working with me to solve the issue, she dismissed me as a problem customer without even hearing me out and treated me with disrespect. So I walked out with my free item that I attempted to pay for. I will try again when she isn’t there. Absolutely ridiculous. My review would be one star if it weren’t for the gentleman on the phone. If you don’t like your job, find a new one!UPDATE: Another manager called and reached out to apologize for what happened and that made me feel a lot better. She was very kind and apologetic about the rude manager even though it wasn’t her fault her co-worker acted like that. She should train the other manager on customer service!

The tall gal with facial art treated me exceptionally well and sweetly, gendered me correctly and without batting an eye about it, and got my delicious sandwich very quickly. this was one of the best customer service experiences I've had at this kind of shop.

Ordered delivery from Potbelly website which was delivered by door dash and a sandwich was missing. I called the store and the employee kindly offered to deliver it herself. She was here within 10 minutes and included some free cookies and a free meal coupon. Top notch customer service.

This potbelly’s is the best place !!!All the staff is outstanding and Kim is so polite and friendly and helpful!!!Kim is the best sandwich maker in town!!! Keep up the great work guys you guys rock!!???