Potbelly Sandwich Shop - Matteson

I ordered the turkey avocado sandwich last night, thinking it'd be ok to eat while I was on the road. I asked for everything, but NO PEPPERS. We drove away and started to eat our food about ten minutes later. My first bite included something that was extremely hot and fiery, though I couldn't see what it was because the messiness of the sandwich. It had a ton of mayo (I did not ask for extra) and was juicier than I thought it would be. . It was a drippy mess. I got through half the sandwich by drinking water to flush the taste. When I got home I looked at the other half and it was FULL OF PEPPERS. I have some food allergies and do not eat hot peppers. This could have caused a major reaction at a time when I was out and not conveniently located near anything that could've helped the situation. I just wish that food preparers would PAY ATTENTION when putting together food. And then check for accuracy. The restaurant was not crowded, and there was only one car in front of me at the drive through (none after me). Do we really need to take everything apart and inspect it before eating?? I guess so. This isn't the first time I've had a negative experience with this location. I won't be buying from this location again. The turkey was great. The rest was sourly disappointing.

This location has gone drastically downhill with the new management. On a few occasions I am waiting 20-30 minutes for my online order. This mosy recent visit not only did I hear the manager say she wasn't going to take phone orders as she shook her head and let the phone ring and ring. She would not even acknowledge me asking if my order was ready until the third time of me asking. Then, she proceeded to act as if I was being impatient and rude. I will spend the gas and give a different location my buisness from this point on.

Online orders are never ready on time. They have you pull up in front of the door each time to Midwest Express Clinic. I was also told my order was already picked up. She had to come back outside tell me she found it. Still waiting 20 minutes later for one sandwich, this is so unprofessional.

Literally the third time in a row getting the order wrong. When they get actually get the order right the food is good, for the most part. It’s frustrating, this is the closest location to me and I feel like I always wait forever to get food that’s always wrong. When I contacted Potbelly the first time after putting chicken on the Mediterranean, the GM of the store got back to me and said to go back in and get a replacement. Well when I did that, he wasn’t there and the lady that did the replacement didn’t even ask me what size it was, as she was already annoyed that she was doing it in the first place. When I got home the sandwich was literally a melted mess. Then I go back today and ask for the same exact order as the last two times and they didn’t put hot peppers on the sandwich. Like I get it mistakes happen but I’m annoyed that I’ve been burned by this location three times in a row.

The only reason I didn’t give this review fewer stars is because I know that this particular experience doesn’t reflect the past visits I’ve had with this restaurant. I frequent this location weekly, however today on 1/29/23 I encountered the worst service ever. I placed my order in the drive-thru around 2:45 pm (I am including this information since the young lady didn’t give me a receipt to fill out a survey to relay this information) and was told to pull around front and my food would be brought out to me (this has happened plenty of times before, no big deal). There was another car in front of me who was also told to pull around, however they just stopped at the end of the drive-thru lane to wait. 10 minutes went by and during that time I saw 2 people walk in and out with their food as well as a car that pulled up minutes BEHIND me give their order AND receive their food. Once I saw this, I pulled around the car in front of me and went inside. The older lady who was working with the younger lady seemed shocked when I told her that I had been outside waiting for over 10 minutes to receive my order. The young lady who took my order looked at me, walked over and handed me my food and said “Here you go.” No “sorry about your wait” or anything. And of course, my food was COLD. Again, I know that this experience does not reflect the service that I regularly receive, but this specific encounter was enough for me to write this review.