My Honest Review of Potbelly - 263 Washington Street This is going to be a long review, so make sure you're sitting down for this. Visit #1 - (TLDR) Amazing Manager, Great Food, 5-Star Experience. Visit #2 - (TLDR) Rude crew worker, antagonistic, 2-Star Experience. Visit #1 A few days ago, I visited Potbelly for the first time as part of a comparison with Al's Cafe, which just opened near Sweetgreen. I had their Italian at the grand opening and then came to Potbelly which is my girlfriend's favorite spot to compare the two. We both expected Al's to win, but surprisingly, Potbelly was the better sub by a good margin. The ingredients tasted fresher, the sandwich had more balance, and the overall flavor was just better. But the thing that really stood out was the manager. Not only did he make my sandwich, but I also watched him give a homeless man a free small sub even though the guy asked for it in a disrespectful tone. The manager stayed calm, polite, and generous. He told me what people like the most, what he likes and was honestly just a vibe. That mattered to me. I work in customer service, so I care about character and attitude just as much as I care about food quality. The price for my large Italian sub that day was about $14.59, which felt totally reasonable for the area. Because of that experience, I told multiple people about Potbelly, and I even made a TikTok about the place that got 12k views. (Not much I know) That first visit was easily a 5-star experience. I would give 6-7 stars if I could. Visit #2 I came back again today specifically to confirm if my great experience was consistent before writing a review. Unfortunately, this visit was the opposite of the first. When I went up to order, the woman working the counter didn't look at me at all. When she finally did, she hit me with a dry: "Can I help you?" Not a greeting. No eye contact. Just attitude and I know attitude is subjective, but the tone felt like I was bothering her. I don't mean to be preachy. And I obviously know she's not racist. But being an African male in Boston you can feel when someone sees you in a certain light. Meanwhile, I watched her talk to other customers like: * explaining menu items * smiling * being attentive She didn't do any of this with me. The Menu Issue + Custom Order Problem I told her I wanted something different from the Italian I got last time and asked if they had pastrami. She sighed, looked annoyed, and told me: "Look at our menu." But the menu at this location is a giant wall poster with tiny text it doesn't help with custom orders at all. And from the very beginning, I clearly stated this was a custom order, so the menu wasn't going to answer my question anyway. While I was trying to think of an alternative, less than a minute later she said: "Sooo... what do you want?" She was rushing me like she just wanted me out of her way. The energy she gave me compared to how she treated others felt noticeably different. The Price Shock - $33.85 After I ordered, I got a surprise at the register: the total was $33.85 for a single large sub. Here's what I ordered: * salami * pepperoni * ham * turkey * roast beef That's only one extra meat compared to the Italian sub I got the first time. They charged me double turkey and double ham, but didn't actually give me double of either meat. They just charged for double. "Big" simply means the sandwich is the large size not double meat but what I got charged for was basically "two subs worth" of meat without actually receiving that. I only realized the price was $33.85 after paying. The Receipt Situation - Completely Unnecessary Attitude When I asked for my receipt, she said: "Oh, so now you want your receipt?" Then she added: "When I asked you earlier, why'd you say no?" This is when it went from "bad attitude" to "being confrontational." Like you should've heard the way she said it. I didn't ask for a receipt earlier because I didn't know the sub would be over $33. Once I saw the total, of course I wanted the receipt. There was no reason for her to turn that into a moment. I just spoke to my gf about it and this other woman and they've also had unpleasant experiences with her. The establishment is great. The food is superior in my opinion. And the manager is someone I'd have a drink with. But the woman I interacted with today was insufferable. And the only reason she still works there and gets away with it is because the manager is such a bundle of joy. And not everyone is going to write a review or even say anything because we all work and there's just no time for things like this. Thanks for reading. Hope this helps. Why does everyone say hope this helps now? Idk. I'm just joining in on it. Love yall. read more

Potbelly - Big ahh menu - Sandwiches Near Me - Boston, Massachusetts

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Decent prices for the area, tasty and good music playing. Enough room to sit and chat for a bit, and has one outlet to work on your laptop as they also have wifi. Okay service read more

If I could provide a zero rating, I would. I ordered my food at 5:00 p.m., requesting a sandwich to be delivered, which ended up taking 3 hours to get delivered. Despite my repeated calls to the restaurant within those three hours, my order remains unfulfilled, and the phone remains unanswered. While Potbelly is generally a reputable establishment, I strongly advise against visiting the location at 263 Washington St in Boston, MA 02108. This location has given me nothing but issues, often exceeding three hours, resulting in cold and soggy sandwiches. read more

Potbelly wouldn't be my first choice for a sandwich in Boston, but it wouldn't be my last either. It's conveniently location, right in the heart of downtown. The interior is nicer than I expected and the service was quick. It could be personal preference, but I'm more partial towards non-chain sandwich/sub spots. That being said, their Avo Turkey sandwich is still solid and gets the job done. Not sure I'd come back again, since I could have made a similar sandwich on my own, but I could say that about a bunch of other fast casual places. read more

Potbelly - Interior - Sandwiches Near Me - Boston, Massachusetts

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I take a bit of a hike to come to this Potbelly! Staff is nice and efficient. Sandwich is always fresh and delicious. Any recommendations on how to order a turkey BLT online? Best sandwich to edit? read more

Of all the national sandwich shop chains, Potbelly is one of my favorites...the reason? They have good quality meats and cheeses and they toast every one of their sandwiches in their fun and quick toaster conveyor at 500F. I am not a crazy fan of sandwiches, but when I get one, I like them toasted. Potbelly delivers. This location is Boston was busy when I went, but being in downtown, that is expected. There's a mobile app that can be downloaded for those who frequent the chain and that way, you can order ahead and just the way you like it. When I went, you could get a free sandwich after your first $5 purchase on the app. My toasted chicken club sandwich was crispy on the outside and moist and savory on the inside....a great treat ! read more

Potbelly - Toasted sandwich - Sandwiches Near Me - Boston, Massachusetts

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I witnessed an associate pick her nose whipe it on the bread of a sandwich look around to see if anyone had seen then with a little smirk to herself she picked what appeared to be a huge booger and place it between the sandwich meats I was appalled I left I couldn't say anything at the time it was too much she is a disgrace to potbelly read more

Great food, Anna the lady taking our orders was incredibly nice and made sure we had everything we needed

I placed an order with Potbelly for a grilled chicken sandwich, a chicken salad sandwich, and a chicken pot pie. when I received my order, it was partially incorrect. I tried calling the restaurant. Nobody would answer the phone. I sent an email never got a response. read more

I had heard of Potbelly and was really excited to try it out. This experience was terrible and really turned me away from ever trying them. First, it was confusing where you order, whether it is the back then pay, or go straight to the front. Even though there were 3 people working front of house (and more in the back) there was no direction or anything, but that's okay. We grabbed some drinks and chips and went to the front. The employee asked for our order, we placed it, and we waited. We continued to wait. And we waited more. Very few people were there, and there were at least 4 people working, so it seemed strange we were waiting so long. Others came in and got their sandwiches while we still waited. I went up after 30 minutes to find out they just didn't make our order at all. We ended up just getting a refund for the sandwiches and leaving. There was no apology at all, almost like we were an inconvenience to them. I recommend the franchisee/owner or manager reevaluate the team they have there as this is not set up to be a successful location. read more

Sandwiches were decent here. Love the Italian sandwich with the salad and all. Nice place to have a great sandwich in the middle of the city. Place is reasonable in price. Nice staff and cool vibe. Can't wait to come back. read more

If you're a fan of hot and toasty subs, you have to swing by Potbelly. It's one of my favorite "chain" sandwich shops. Being from Chicago where they got their start, I am a big fan. There is something special about their sandwiches that can't be beat! My two favorites are "The Italian" and "A Wreck". They have a wide selection of warm and toasty subs, crisp salads, and hot soups and Mac. The Italian is piled high with fresh capicola, salami, pepperoni, provolone, and mortadella. I always get it on the "White" bread and add Mayo, Lettuce, Tomato and light hot peppers. You must get it with hot peppers! If you like something a bit more meaty, "A Wreck" is what you want. Turkey, Ham, roast beef, salami, and Swiss are piled high on your bread of choice and toasted. I also suggest adding hot peppers. They have THE best hot peppers/giardinera anywhere! They do offer a few sizes of sandwich, depending how big of an appetite you've got. I typically get the Skinny size and pair it with a bowl of the Broccoli Cheddar Soup and a bag of Zapp's Chips. Pro Tip: Dip your sub and chips into the broccoli cheddar soup! If you have a sweet tooth like I do, you won't be disappointed. They have fresh baked cookies that are my favorite. The Oatmeal Chocolate Chip cookie is my go-to. The chocolate brownie cookie is a close second! They also have a solid sugar cookie for those who like to stick with a classic! Lastly, they have a solid selection of shakes in multiple different flavors. I'm not a shake person, but they seem to be very popular. If you're in the mood for a hot and toasty sub, you can't beat Potbelly! Delivery is always on-time, fresh, and hot! I suggest ordering thru their app directly. read more

Disappointed... The self-serve soft drink fountain machine was out of order, and as I was about to just place my order with the staff, I was told "cash only" and saw that the credit card machine was covered. read more

Lunchtime today at Potbelly was super busy with a packed restaurant and a queue that went all the way to the door. They were doing what they could to speed things along with a crewmember working the line, taking orders with a portable device. At the counter, get your toppings as you like and then pay for it at the end. A cooler with bottled and canned beverages plus a Coke fountain. There are also a number of displays with various brands and flavors of potato chips. My "Wreck" sandwich was quite tasty and a good portion. The added veggies were fresh and the bread was good. It was a nice lunch. [Review 9738 overall and 1316 of 2018.] read more

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What is going on with the potbelly Sandwich Company as whole ... I just had one episode with another location on federal st now this on Washington st Doesn't have chicken sandwiches because know one in there knows how to make it so the chicken is just sitting there in a plastic bag I'm done with potbell as whole over it and I use to crave their sandwiches as I am now but Fortunately the two in my vicinity won't be the ones to go to anymore read more

Ordered a tuna on wheat. Best sandwich I have had in a long time. Bread was really fresh and tasted great, tuna also had good taste, with no aftertaste. Beats Subway by a mile! read more

DO NOT ORDER FROM HERE! One of the least reliable restaurants ever, do not waste your money. I can't think of a single good thing about this location. You might as well throw your money in the trash. Whoever the manager is needs to pull it together. After you pay they will tell you they are out of everything you paid for and they won't refund your money. I have no idea how this location is out of EVERYTHING and I also have no idea why they don't tell people they are out of stuff until after you have paid. read more

On 11/13 I walked into this establishment I was yet again in the presence of a young man who was so delightful so happy so :) that you couldn't help but to smile with him I went in there to get lunch and I left feeling great not only did I end up getting lunch for myself at that point about lunch for everyone in my office. His kindness was contagious and because he was nice to me I wanted to be kind to someone else. This is the 2nd time I Visited this location and have come across this gentleman and Each time Hes made the experience a great 1 and 1 to remember. This employee really sticks out to me because He exhibits the True meaning of customer Service. His name is unforgettable because he shares it would a friends member it's Chandler and I call him Bing. There are Many places you can choose from for lunch but not only do you get a A plethora of choices for sandwiches you get exceptional customer service. The The price is feasible and they have the best cookies. To say only make sure you try the Oatmeal in chocolate chip. FYI they have A choice of a few Italian deli meats. The location sets for parking it is a little small and the bathroom could be more useful for more than one person but other than that the ambience is perfect and again the customer service is Exceptional. read more

Potbelly - This is what leadership is about. - Sandwiches Near Me - Boston, Massachusetts

Delicious food! We had a group of 29 order ahead. Our food was ready and waiting for us (ordered to go) with utensils and napkins already provided. The meal boxes were a great size. I had the Mediterranean veggie sandwich, which was delicious and had a very slight spice to it. I was skeptical about the oat chocolate chip cookies, but they were also delicious. Highly recommend! read more

Don't waste your time at Quincy Market, 5 mins away you will this gem of a sandwich shop with fresh soup. Fresh made bread and veggies to top artisan sandwiches! The soup was also freshly made this morning. Plenty of seats. And you can finish it off with a home spun Chocolate Malt! read more

Potbelly - A Wreck and Loaded Potato Soup - Sandwiches Near Me - Boston, Massachusetts

Potbelly at 263 Washington street Downtown has a bunch of idiots answering the phone. I called today to double check if they had the chicken pot pie soup, and the girl said: Oh we do, that's on the menu everyday, so i did an order through Grub hub, and the courier Maurice gets to the restaurant, and low and behold, they are out of the product, I don't know who the manager is at this location but you need to train people better, she should've at least checked to make sure the product was available, instead of lying. What a waste of my time and the courier. wish i could give this place a 0 star for the incompetence of the worker.. read more

Went into Potbelly Sandwiches after work and got their Mama's Meatball sub, and got a water bottle. Was tasty, and the staff was super nice and had fast service. The place was clean, and I made sure not to leave a mess. Cheers! read more

For the size and quality of ingredients, you are better off going to subway. $12 for just basic selection of ingredients!! Only thing good was the milkshake. read more

I was wandering around Boston like I usually do and ended up here. When I lived in Texas, I'd seen the Potbelly stores and never tried them, so I thought why not? - It's OK. Not great. Just OK. I got the "Pizza Sandwich" which was all right. Kind of underwhelming. Not too much meat in there and really didn't have much going for it. A regular sub and chips with a drink will run you just over ten bucks. I don't know if I'll ever go back. See, Firehouse subs are my absolute favorite; their subs are addicting-ly good and each one is excellent. That's the bar I set for places like Potbelly. And they just don't have it. The flavors aren't there. It's good, but not worth going back to. - Anyone know if there's a Firehouse Subs opening up nearby anytime soon...? read more

Not worth your time. I stopped in Potbelly Sandwich stop with some friends while shopping in downtown Boston and we were not impressed with anything we received from the service to the food. First off, it took about 45 minutes for us to get a sandwich. The line was not long and there was only one other family in front of us but the employees were SO slow. The shop was also out of most things we asked for and did not bother to provide alternative options for us. We were starving so we stayed and ate the sandwiches but I definitely would not recommend going in unless you have no other choice. Definitely better options for food in the downtown Boston area. read more

I really like these sandwiches crispy and crunchy with just enough meat and toasted to perfection. read more

Potbelly - Second time loving this bad boy ( Italian sub ) - Sandwiches Near Me - Boston, Massachusetts

My friend wants to go here the next time we have lunch in the Downtown area. She loved the pulled pork sandwich she had at the Logan Airport location - unfortunately, however, this Potbelly on Washington didn't have it (yet?). She did however get the Pineapple Coconut Smoothie $3.50 which turned out to be very dense and not too sweet. She quite enjoyed it! And the two cookies they had encircling the straw were a nice little bonus. Compared to other local businesses, their smoothies $3.20/$3.50 and ice cream cookie sandwich $3.15 ($1.40 per cookie a la carte) seem quite reasonable. If the pulled pork hasn't shown up by then, perhaps I'll try the chicken salad with provolone $5.70/$6.70 or the turkey, bacon & cheddar flat $6.50. read more

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I love this place! They have great sandwiches and ice cream shakes. I have tried the tuna sandwich, turkey sandwich and the gyro. The Gyro is my favorite so far. I come here for a quick lunch often. Sign up for their perks because you'll get the first sandwich free! read more

Potbelly - Gyro no cheese - Sandwiches Near Me - Boston, Massachusetts

I used to go to this place when it first opened a few years back and the sandwiches were always very good. But recently the last couple times I've went they have been terrible. Looks like they hired all young kids to work there who have no clue what they are doing and really don't care. I wouldn't recommend this place unless there's a change in management. read more

Potbelly's makes a solid sandwich. But really for me, it's just a sandwich. I know in Chicago, and to many Chicagoans, that might be sacrilege to say, but it's how I feel. I appreciate being able to get their regular size bread and also their thin cut bread. I really dislike it when the bread overwhelms the contents of my sandwich and their thin bread insures this doesn't happen. The contents are all pretty standard, both in terms of the toppings (lettuce, tomatoes, pickles, onions, hots, oil, italian seasoning), and the meats (turkey, italian cold cuts, meatballs, tuna, roast beef, chicken); and their combinations are mostly things you could find, or make at any sandwich shop. Their sandwiches are always nicely crafted, full and not as messy as they certainly could be. The ratios are pretty well porportioned. They carry soups and salads, smoothies, cookies, and drinks as well. Though I've only had the sandwiches. This shop in particular has quite a bit of seating considering it's in Downtown Crossing (where nothing has much seating). I don't entirely understand the order taking methods (I give my order to someone with an ipad when I get in line, I reach the counter, and restate my order, I then tell someone else what I want for topings, and then I proceed to the cashier), but it seems to move people through the line and my order has always been right, so I won't questio too much. The one problem with this location is the noise. It's very loud and hard to hear the order takers. Not to mention how extrememly tall the counter is, which makes the ordering processes just a tad harder for short folks like me. Overall, a solid option for lunch, and in the same price range as other sanwiches in the area. read more

Potbelly - The shop - Sandwiches Near Me - Boston, Massachusetts

This is by far the best sandwich shop I've ever been to. I love sandwiches and subs, but I never found myself drawn to Subway like most people do. Just yesterday, my boyfriend brought me here because he was really impressed by the sandwiches and the live music that they had. When you walk in and get in line, there is an employee who takes your order first before going towards the counter - so he pretty much takes your order on an ipad and by the time you reach the counter, your sandwich is ready and all you need to do is add toppings. All toppings are free except for the slices of avocado. I ordered the Italian sandwich that comes with capicola, mortadella, pepperoni, salami & provolone cheese and then I added bacon to it. It was by far the best sandwich ever because the combination of the slices of meat was just amazing. I thought it would be overwhelming, but it was the perfect proportion of meat to bread. The bread itself is really good - perfectly toasted and tastes really aromatic. I don't know how to describe it in words. All I gotta say is that you gotta come try this sandwich shop!!!! Super close to government center T stop and super convenient. read more

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Sandwiches here are decent, but they are TINY. Always go with the "BIG" upgrade (wish I had known that when I ordered, maybe they should mention it when ordering?). Toppin amounts were fair, toasted bread was fine (reminded me of Quiznos). Seating is another story. Not enough seatin, but I guess they can't do much about that, although the layout of the seats could probably be moved around to maximize space. Service was prompt and friendly. read more

I used to get Potbelly almost every other day when I lived in Chicago and I LOVED it. So not having it for a couple years I was expecting to be in love all over again.... Well, I sure was surprised when the veggie option they used to have (just mushroom & cheese melted and then all the toppings) was not on the menu! AS IF! What was I suppose to order? It seemed warm hummus and feta cheese was the vegetarian replacement and it was NOT what I was looking for. I WANT MULTIPLE MELTED CHEESES! The good news is that I asked the nice woman making my sandwich to make me an old school veggie and she did it with no problem... what a relief! I will return but I must say the lettuce was barely green and had lots of non-appetizing white pieces (yes, I am complaining about the lettuce) It was good but the best part is the hot peppers. Do not forget those! And for those complaining that the sandwiches taste like nothing then I suggest getting all the toppings. If you still think it tastes like nothing, something is wrong with you. read more

Potbelly - The Veggie (mushroom & cheese) with all the toppings! - Sandwiches Near Me - Boston, Massachusetts

When you're being a tourist, you're often surrounded by other tourists. My husband and I ducked into this restaurant and entered another world. There were few, if any other, tourists. There were office workers and construction guys in line. We thought, this place must be good, and it was! We ordered a turkey sub and the turkey in it was real and thick with a crunchy exterior. We scarfed our sandwich down, and if we were bigger eaters, we'd probably have ordered another! read more

Potbelly - Real turkey! - Sandwiches Near Me - Boston, Massachusetts

After downloading the Potbelly App I was pleased to find out I get my first sandwich FREE!!!! I had originally tried potbelly back in 2012 in Washington DC so I haven't had it for a while and when I saw there was one in downtown I decided I should try it one day and went along getting the app to earn rewards! That's the beginning of a disaster!!!! I placed my order and when I went back to check on it, a duplicate order went through 1 min after my initial order. Puzzled I was shocked since aren't there suppose to be different screens of confirmation before a order goes through? I proceeded to call them to tell them my order was duplicated and to please cancel and refund me the amount. They said Yes! I get to the place and I reconfirm that it's been voided and they said "yeah...". Yikes, I should have taken that as a sign! Anyways, I got my free sandwich, kinda small, not much inside but it was pretty decent. I wouldn't get it if I was really hungry though, you will not fill out. I also provided feedback on the potbelly app in regards to this situation happening. So flash forward 2 weeks and i have yet to see a credit/refund! Are you kidding? I had to go waste my time disputing the charge with my credit card company. Be wary when you use the app, whatever glitch happened unless they did it on purpose because they also wanted me to pay for sandwich, be honest about it! If it's BOGO free then do that, don't duplicate my order and try to charge for that----THAT'S SHADY!!!!! I will never return to potbelly because their customer service sucks so why even ask for feedback? --------- Update: I will say that after I went the extra step of contacting corporate through their website, they immediately responded and started the process of my refund/offered another free sandwich. I just wish that had been done the moment it was asked when I had called to cancel the duplicate order originally. read more

I've tried this place both for lunch and for catering and both went well. The customer service is outstanding, they really aim for you to walk out happy. The price is great both for individual and catering. I've tried everything except for the soup. The sandwiches are amazing and they have so many options even for vegetarians. I love that every sandwich is toasted and the toasty-ness (yes I made a word up) never seems to go away. EVEN when we did catering, they were still warm and crunchy. The only sad thing is they don't have gluten free bread, but overall a really good place. Definitely will be back! read more

Today was my first and last trip to Potbelly Sandwich Shop. I came into potbelly's to simply order one of their low fat fruit smoothies. 2 stars instantly removed as their "low fat" smoothie is apparently made with whole milk. What I observed next is what is truly the reason why I will never return. The man in front of me came to the register to pay for his pick up order. After a few minutes of employees trying to locate his meal it was finally tossed towards the register apparently with the intent that someone would catch it. Not only was it not caught it fell hard on the floor. The poor man then had to wait as the staff were falling over each other laughing until someone picked up his sandwich off the floor and handed it to him without so much as an apology. Clearly there is no respect for the customer which is inexcusable, especially in the fast food industry where you only have a very short time to make a good impression. read more

Amazing amazing amazing. Best deal in the financial district for lunch, and delicious to boot! Signature sandwiches are $5.60 and other more typical sandwiches are $5.40; more than enough for a meal and so delicious! I got the Wreck on multigrain with everything except for pickles and oil (e.g. lettuce, onion, tomato, mustard, mayo, Italian seasoning, hot peppers). Phenomenal - freshly toasted, warm, crunchy bread and lots of meat and other fillings inside. Not a "wet" sandwich but definitely perfectly flavorful. I hate sandwiches that are either too wet or too dry, and this was perfect. Also ordered the oreo shake (~$3); smoother texture than I'm used to in my shakes, but very well done, with two shortbread cookies and two oreos on top. Not bad, a hugeeee lunch for less than $10. Really busy, to be expected for the first day. Great interior though, lots of seating and incredibly friendly staff. I was playing with one of their balloons and one of the staff came over to say I could take the balloon! Otherwise, the people behind the counter are very fast-paced and attentive as well. I was expecting to wait in line forever since it was its first day, but found myself getting shuttled along at a nice clip. Much appreciated, as the workday is busy. Fun place, definitely going to frequent this joint for workweek lunch on a very regular basis. read more

I had a couple good sandwiches here now. More or less I would consider this place a Quizno's clone. Toasted deli subs... If you are in the area it is worth a try. The Wreck has been my sandwich of choice. On both visits the drinks in their cooler have not been that cold (more like warm). read more

Potbelly - The Wreck - Sandwiches Near Me - Boston, Massachusetts

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As a former Chicago resident, I was excited to see this shop under construction. Like all the locations in Chicago (and DC, where Potbellies seem even more prevalent), its got a bunch of goofy crap on the wall and some solid sandwiches. What sets them apart, in my opinion, is the giardiniera, which this location calls "hot peppers" on the menu, as they do in DC. Actually, the woman making my sandwich persistently called them "hots," which reminds me of the terminology used at Al's State Street Cafe. Unlike Al's, Potbellies was quite slow today. Slow service at lunch will be a deal breaker for me, so I hope they can step it up. The quality of the food did not let me down. My sandwich was perfectly moist, spicy, and savory at a reasonable price. I recommend you try it, even if lunch service doesn't ultimately pan out at this location. read more