Panera Bread — Restaurant in Ashland

I’ve been a loyal Panera customer for over 15 years, and today I experienced something that has never happened to me at any other location.

While traveling home through several states, I stopped by this location for breakfast with about three minutes to spare before breakfast service ended. Upon entering, there was no one at the front register or available to greet customers. After waiting a bit, I had to poke my head through the pickup window and ask if anyone was available to take my order.

When a team member finally came out, I ordered the Asiago Bagel Sandwich with steak and, as I always do with Panera orders, asked to customize it due to dietary needs. I requested no spicy sauce because I suffer from severe heartburn, GERD, and acid reflux and can’t tolerate anything spicy. To my surprise, the team member told me she needed to ask if that modification could be made. I was honestly shocked—why would a manager need to approve a customer’s dietary restriction?

Still, I let it go, until I asked for another basic customization: to remove raw red onions (which I cannot eat) and substitute sautéed onions instead. Again, she said she’d have to ask. By this point, I was frustrated. I’ve never been told I couldn’t customize a sandwich at Panera—especially for health reasons. I am a bariatric patient and I cannot eat everything the average person can.

I asked to speak with the manager three times before she finally went to get her. The manager, Maria, came out and gave me vague, dismissive explanations—mentioning something about the sandwich being a limited-time item, referencing soups (which I didn’t even order), and trying to justify the team member’s confusion because she “doesn’t usually work weekend mornings.” None of these excuses made any sense to me—the menu doesn’t change based on who's on shift.

I felt disrespected, unheard, and undervalued as a long-time customer. It was truly disappointing, and had I been a local, I wouldn’t return to this location.

To her credit, Maria did offer me a complimentary item of my choice for the trouble, and I accepted a kitchen sink cookie. She also said she’d be retraining the team member, which I hope actually happens.

This is not the standard of service or customer care I’ve come to expect from Panera. I hope this was an isolated incident, but it was still frustrating and...

I’ve been to this location twice and both times have been disappointing. First time was in July, I placed a curbside order as I had 2 toddlers with me and it’s easier and I thought quicker than the drive thru since I was trying to get home for nap time. Waited 20+ min, 10-15 min was after I got several notifications that someone would be out with my order in a few minutes. No one ever came, I finally went inside and grabbed my order that was just sitting on the counter. Second time was today. I only had 1 toddler with me today that was napping, I decided to try the drive thru today so I wouldn’t have the same problem. I order a salad and 2 cookies, associate was friendly at the window, and I knew I should have checked the bag before pulling off but everyone had been waiting 15min + and I needed to get home which was 45min away. I checked my bag after leaving and saw the cookies were missing. I was annoyed at the second poor experience and the fact I told my daughter and husband I was bringing them a treat home. But I’m understanding as I have worked as a server and bartender before as well as healthcare. Called the store to just have my card credited back, explained what happened to the first associate who said she could help me. Line went silent for 30 seconds before the manager came on and I had to re-explain what happened. He advised I had to be in person to refund or give me cookies. Not that I’m in the area often, or like I’ll be going back to that location to order again, but now I have to find myself in the area again soon so I can get my money back. I’m pretty forgiving and understanding even prior to the post-Covid difficulties, but customer service isn’t good and it’s been an issue both times I’ve tried this location. Hopefully when I come back to get my refund it’ll be honored and this review will show further proof to whatever associate or manager I talk to at the time. Can’t wait to unload my 2 toddlers to go in...

Stopped to get a meal. Ordered off kiosk. Used restroom- heard my names called loudly while in the restroom. Went to the pickup counter to be told they were out of banquettes for my “toasted baguette sandwich” - the employee just looked at me until I asked what were my options- the employee then said - would you like another bread - so I walked to the front order counter to see what the options were. I walked back to the pickup area and told the same employee what my alternative bread would be. She turned to the sandwich maker and communicated the bread. I waited for several minutes, saw my sandwich was ready and set on a back area. The person who was assembling my order was doing other things and then asked for my sandwich and the sandwich maker pointed to where it was. I waited a few more minutes and observed the sandwich maker, telling the drive-through girl that she wasn’t going to do some thing with the drive-through orders no more it was words back-and-forth and then the drive-through girl just walked back to her station , then the assembler asked me did I get a cookie as it was clearly on my receipt. I said yes and she asked me was an oatmeal cookie and I said yes she had one in her hand that she put in someone else’s bag and then looked at me and said well we’re out , would you like another cookie so again I had to ask what were my options? She rattled off some and I just said I’ll take a pumpkin cookie and then she told me to go up front and just pick it up. No sorry, no sorry for the inconvenience. No empathy no anything. my order was to go so I went to my car, open my sandwich, and the pesto sauce was everywhere on top of the bottom bread on the bottom of the bread. You couldn’t even eat it without a fork or knife I don’t have the energy to go back inside and complain about a sandwich. They were not even busy. Customer service is...