As other reviewers have mentioned... The food is quite good, but the service/operations are inconsistent and weak.
On our most recent visit, we showed up around lunch time, and it was a zoo. Unlike say Paradise Bakery / Au Bon Pain or other similar models, there are no clearly demarcated lines, and in this location the order counter is located quite close to the pass, so it's quite hectic when busy. The line wasn't too deep (maybe 8-10 people with 2 registers working), but it did take a short bit to place our order.
The service today was a reminder of why I find myself split between lining up in support of the $15/hr movement and the opposite. The young guy taking our order was everything you'd like in a customer-facing food service role. Friendly. Efficient. I'd pay that 15/hr and have no problem with paying a bit more for my food to have places staffed by people like that (even if the work, per se, doesn't necessarily justify such a wage... he's a hardworking kid on his way to contributing to society - great).
Then, after waiting 15 minutes for them to call our name (which never happened - though it was obviously on the receipt and in the order plan), we went to the counter and inquired about our order with young, redheaded gal (as we noticed a bag sitting on the counter that appeared to match our order). I asked if they called my name (as it was quite loud before - but at this point, the rush had passed and the bag had been sitting there for at least 5 minutes (since we noticed)). She just asked what my name was, walked over, grabbed the bag and handed to us. Then, just as take it and start to look inside, she says "have a nice day" in a robotic tone and is gone. Nice. Not that she owed us anything, but the failure to even grasp/acknowledge that someone's meal had been sitting there getting cold and lost amongst the shuffle says a) failure by her management, and b) lack of initiative/desire to excel. The latter is fine (especially for a kid working in food service), but there's no way in hell I'd fork over a penny more to support any kind of wage increase for that kind of service.
So yeah... confusing - but anyway, that's neither here nor there.
Overall, the food was fine (if cold from being left on the counter), but at the given price point (~$25 for 2 people), seems like they'd be slightly better than MacDonald's at the little things... like getting orders into customers hands when completed. Clearly, the rush played a role, but I have to assume this isn't the first time they've had a rush, and we didn't notice the bag sitting there until after the rush had cleared out and we could see - and the manager (who was running the pass) was standing there talking to another manager.
Is it big deal? No. Just a mild annoyance - but it is symptomatic of a weak operations management and definitely enough for me to choose Potbelly next door for sandwich and Paradise Bakery when I want comparable food next time.