Panera Bread — Restaurant in Bowling Green

I ordered delivery through the Panera app around 12:30 pm today. At 1:02 pm, I was informed it was delivered. When I open the door, my drink was missing. I wouldn’t think much about it if it wasn’t for Panera being ridiculously overpriced and charging $3.09 for a small fountain drink. I called the store at 1:04 pm to ask about the drink. They informed me that the driver had left it behind, but that they would send someone with it shortly. They took my name, phone number, and drink order. At 1:42 pm I called again, this time a little annoyed, because I had still not received the drink or an update on when I would receive it. They gave me to the manager who told me they were super busy with some volley ball teams and didn’t get around to having someone come get the drink for me. They said to give them 2 minutes and they would call to have someone bring it to me. At 2:28 pm (almost 2 hours after the order was initially placed), I called again and asked to speak to the manager. Instead, the girl put me on hold. When she came back, she informed me that the manager had already spoken to DoorDash (the delivery service they use) and they were told they couldn’t send a driver to do that. I asked her why he didn’t call me when he found that out. Her reply was, “oh well, we’ve been busy and there’s only two managers here. We can reimburse you for it.” She then made it seem like it was going to be in-store credit only and that I could get the drink the next time I was there. I said I had no interest in that and that I want an actual refund for the drink. She told me they would get that to me in a couple days. This has been one of the most unacceptable experiences that I have ever faced. I very rarely complain about food service because I’ve been in their shoes before, but there was absolutely no reason why I should have had to call three times for a messed up order. What they have shown me through this experience is that they have absolutely no care for their customers, especially the ones paying extra to have their food delivered because they are sick and can’t leave the house. I wouldn’t recommend this place to anyone.

Update: I never received my refund and will not order delivery...

Sadly, Panera has let me down. Believe me when I say, I have tried and tried and tried to let them redeem themselves. It started a few years back when the salads I was receiving were wilted, old and not editable. The service started lacking and I finally called to let corporate know they were loosing business. I gave it about 6 months and went back to try again. Same problems with a little price increase and decreased portion sizes. I tried again after several months and then one last try yesterday and...that's it! What happened Panera? The drive-thru service was good, but my food was not. My fuji chicken salad was missing the chicken, and I had to pick out the wilted and slimmy lettuce before finally deciding it wasn't worth it. Surely they can get coffee and a bagel or souffle right. But then again, I'm not sure I want to risk it. I'm only giving them a 3 because they still have potential. ...

I went there for lunch with my group of coworkers, but the place was very unorganized,and the service was extremely poor. We ended up canceling and leaving.I ordered only a broccoli soup and waited 48 minutes, while other customers who came after me got their orders quickly. I spoke with the staff three different times about my order, but nothing happened. One customer after me had an issue with her order — they fixed it right away. Another customer even noticed how long I had been waiting. The workers kept looking at me like I wasn’t even there. After all that, I told them to keep the money and the order because I was leaving. Only then did someone come and ask, “What can I do for you?” But it was too late. I won’t be going back, and I don’t recommend having any meetings or group...