Panera Bread — Restaurant in Blue Ash

So I’m a regular here I order from DoorDash or the app daily. I also called every day because I have a specific way I like my grilled cheese done and the times I’ve been there I’ve seen different faces so I always call to make sure it will be done correctly since on DoorDash or their app, I’m not able to leave a note.

I usually I’ll take a lot from a restaurant because I used to be a general manager, so I completely understand the struggles a restaurant goes through, but this one specific manager that I just spoke to has been rude not once but twice now. I called in because I haven’t been getting enough noodles and chicken in my chicken noodle soup when I called the phone rang for a very long time and then someone picked it up and hung up so I gave it a few minutes and I called back and the manager answered Didn’t know that at first so I had asked to speak to a manager, and he already had an attitude behind his tone and when I told him what happened, he tried to tell me that that’s not how it went down and kept talking over me and interrupting me and saying something about being busy or whatnot. What I hate more than anything is a stuck up rude Manager and that is the impression that this specific Manager has given me and it sucks because I do love the food there hence as to why I order from there every single day but if that’s how regulars are going to be treated which he knew who I was then I’d hate to see how new cx get treated but clearly he doesn’t...

We order from Panera on Reed Hartman regularly for our company lunches. Have always loved the food. Last time we ordered, there was a hair in one of our soups. Two of us ordered the same soup. Needless to say it really made our stomachs churn and ruined lunch for all five of us that had ordered. I called to speak to a manager. The woman that answered the phone was beyond rude. She had no idea what I was calling for and said "they too busy to speak to you". Mind you, I could have been calling for catering info because I had not given my reason for calling yet. When I insisted on needing to speak to a manager, the delivery manager got on the phone. I explained everything. She apologized and said "Your next delivery order will be comped. I'm putting it in the book." (I didn't ask her to do this.) So we called today to order and spoke to the delivery manager who said she could only comp the cup of soup. Since that is not what she told me, I asked to speak to the GM who proceeded to say that they can only comp the soup. I asked if they record their calls -- they don't. Picture of the hair in the soup below. They need to learn about good customer service because we ordered regularly from them not only for a few of us but for team lunches to be catered in as well and we will not be doing that anymore. I don't normally complain. I never leave bad reviews but this is ridiculous. I didn't ask for our entire order to be comped, they volunteered it and then...

The family wanted special Panera for Christmas morning and Christmas Eve breakfast. So I placed a large order ($100 worth) online two days ago. Came to pick it up at the time stated and apparently no one checks the orders placed until just before pick up time. They sold most of my souffles! They then put some more to bake which meant a 20 minute wait. And instead of being cooled off to easily refrigerate (which is what I requested) they were piping hot. I was offered a free meal while I waited, and that took 15 minutes to receive (I asked for a large Mac and cheese but I think I was only given a small...the container that holds a large was only half full). I had hoped that perhaps they would put in a extra muffin or something to make up for the half hour wait, but nope...I guess they figured going above to compensate isn't necessary, or they thought the macand cheese was enough? I might not have written this critical review if they had a customer oriented mindset. While waiting I overheard another customer who came to pick up her order. Apparently they gave HER order to someone else by mistake also, and they were scrambling to find the items she ordered to fulfill her order!

The last two times I came to this location they were very low on stock, were out of common items I wanted. I don't know what is wrong with this place but I dont think I will bother with this Panera again. It is worth it to drive down to Kenwood...