Panera Bread — Restaurant in Anaheim

Usually one of the better Panera Breads in the neighborhood, but not today. Place seems like its going down on both food quality and customer service. Talked to night manager (Grace) for black gunk on my pizza. She kept referring to the black stuff as to natural blackening of the flatbread when it was processed at the manufacturers. I knew what she was saying but this was not just over toasted bread. It was a tar like substance, which I showed to her by rubbing my fingers together and showing her in fact it was sticky, ball of black gunk. I referred to her that maybe her pizza ovens were dirty and she snapped at me saying "No, we cleaned them in the morning". She then sort of offered me a remake of the pizza, but with a very negative connotation. "You want me to remake your pizza or you can do whatever you like." Lol this night shift manager on 12/19 name Grace was either on something or was that time of the month. Super rude, so I asked her to just give me a refund as the ovens did not look like it was cleaned in a while, crusted black all over. She then gave me more of that hilarious attitude while processing the refund. She did not apologize even once in this entire transaction. Funny how people who are suppose to lead others in catering to customers acts this way. Such a shame to see this kind of negativity and unprofessional face from Panera bread. This was a good location, will be speaking with corporate and hopefully get some internal training over there and perhaps additional cleaning maintenance? Ruined my families night and appetite, hope she gets to eat some of her own cooking in the future. Word of advice, dont try to cover up sloppiness by demeaning customers by lying to them. I didnt want to make a scene in front of her employees but she needs to take responsibility. Many people who go there are well educated unlike some, so dont think your above people because of your title. (Which means nothing to me, but a whole lot to your employees who are...

I have been a fan of Panera Bread before the introduction of pizza in 2006 and have used the location in Anaheim Hills for many years, generally ordering pick-up. My go-to favorite is the Chicken Almond sandwich, followed by certain bakery items. I also favored the pizza products but had not ordered it in quite some time because the quality of the product had seen better days since it’s introduction, but this time I decided to try it, hoping they had improved on the quality. Another thing I noticed at this location is the quality of service has deteriorated significantly, except for the front counter staff who always seemed helpful with a smile. I placed my order online and arrived at the designated time (4:00 p.m.) for pickup. They have what is called Rapid Pickup and I looked and did not see the order initially, so I went to the window. I’m standing there looking at two employees, who just ignored me completely, so I went back to the Rapid Pickup and found my order on the bottom shelf, which was not hot any longer, but room temperature. Again, this is not the first time I have experienced this kind of service at this location. Many times, I had to ask my order status, only to discover it was sitting on the interior table waiting to be moved to Rapid pickup and when handed to me, I got the impression that I was disturbing the preparation staff. I have the remainder of a gift card, which I will use to purchase bakery items, even though some of their quality has also gone downhill. After that I will take my trade elsewhere where the food is better along with the service. See pictures below of what is advertised and what I received...

A Cautionary Tale We were greeted politely, as usual for Panera protocol, but the restaurant was totally empty... at 6pm on a Saturday evening! The food was very good, again as usual, but there was no wait service after we placed our order. This, I expect, was the order of business for many restaurants and eateries on the 2nd day of California's opening for "business as usual", as owners & managers struggle to welcome their customers back with less than normal operating resources. My advice? PLEASE BE PATIENT WITH THE RESTAURANTS YOU VISIT AS THEY STRUGGLE WITH STAFFING, FOOD SHORTAGES, AND OFTEN FINANCIAL HARDSHIP FROM THIS VERY LONG, HARD 15 MONTHS OF 'SHUTDOWN'. They are all trying desperately hard to provide their customers with the best possible 💜 dining experience. Be thankful for those that survived, and hopeful that their employees will be willing and able to rejoin them in their efforts. Supportive loyal customers are essential to restaurant business survival in California now... let's do our best to help! KUDUS...