Panera Bread — Restaurant in Brockton

Let me sum it up for you: STAY AWAY FROM THIS LOCATION!! THEY SERVE EXPIRED FOOD!!!

I placed an order online on 11/11 at 2:59pm to be picked up at your Brockton location at 5:30pm the same day. My order was for a baker’s dozen of bagels and a tub of chive cream cheese. I arrived at the store a few minutes before 5:30, my order was not on the rack for pick, which was fine because I was a few minutes early. So I got in line to ask if my order was ready, at that time I noticed I had a missed call at 5:25 pm; as I was standing in line I listen to the message and it was the store manager calling to tell me they didn't have what I ordered. Why would they wait until 5 minutes till my scheduled pickup time to call me to tell me they did not have what I ordered? I placed the order 2 and half hours before hand!

I spoke with the manager and the selection of bagels left were very few and none of which seems any type of pleasing. I did not have the card on me what I placed the order with so the manager said she was unable to give me a refund. So I asked if I could pick up the order in the morning 11/12 and if it could be ready by 7:30am, that way I could stop quickly on my way to work and grab it.

The order was ready in the morning – I get to work and put out the bagels and cream cheese for our meeting. As everyone is eating the bagels with cream cheese it was noticed the date on the cream cheese was expired on 11/7/14. The bagels and cream cheese were thrown out. Should expiration dates be checked in a place that serves food to people? Now what happens if someone gets sick form this expired cream cheese?

This isn’t the first time I have placed an order and it not be ready or correct when I went to pick it up. The Brockton location is constantly running out of product. And if you are in a rush – well don’t go to the drive through you are sure to be late. Its faster to go inside, even if you want a bagel as is. I enjoy Panera but unfortunately this will most likely be my last visit –being served expired food is not worth the risk. Makes you think if they don’t watch expiration dates are they washing their hands? Picking up the dropped knife off the floor and not cleaning it before using it again? Do they wash/sanitize dishes? Maybe the health department should...

I happened to open my email this afternoon about a FREE Bagel every day from Panera. In the email I see the new “Panera Grocery” where you can get fresh produce, milk, and more added to your order plus free delivery if you spend $15 or more.

Due to COVID-19, we have not left our house since April 1 (almost 3 weeks!!). Needless to say, we are long out of milk and fresh produce, and are having trouble finding time slots for the grocery pickup services, so I clicked to see what was available. Ten minutes later, I have placed my order for a few items – milk, bread, cream cheese, avocados, tomatoes, the free bagel, and of course, hot mac & cheese!

Not even 10 minutes after that and the Door Dash driver has arrived with my order! AMAZING! He left it on the front steps as I had requested, maintaining social distancing. Fresh milk! Fresh bread! Hot mac & cheese! Everything I ordered was there….except for the cream cheese. Not the end of the world, but a bagel without cream cheese is like Oreos without milk.

I called the store and Monique answered the call. I explained the situation and she immediately apologized, acknowledged that she had forgotten to put it in the bag. We left it that I would probably stop by the store’s drive-through later this week to pick up the cream cheese since they were closing soon.

About 45 minutes later, Monique called me again and asked if she could drop it off on her way home since we literally live up the street from the store. She said she felt really bad about it. I told her it really wasn’t that big of a deal, but sure, if it wasn’t out of her way, that would be appreciated.

A short while later, Monique, wearing a mask and gloves, put a bag on my front steps. Based on suggestions in the news, we left the bag outside in the cool weather for a bit. Once we brought it inside, what an awesome surprise! Not 1 but 2 tubs of cream cheese, another loaf of bread, 2 more avocados, AND $20 gift certificate!

Monique has taken customer service to the next level! Thank you, Monique! You totally went above and beyond and I hope that your superiors know what a fantastic manager you...

It's been awhile since I've been to a Panera, so today was the first time I used their new self serve ordering. 10am on a Sunday, one other customer in the store, and the cashier asked if we were paying with cash or card. When we said card, we were directed to the self serve kiosk. Scrolling through the kiosk to select drinks and pastries took more time than just telling the cashier, who just stood behind the counter as we ordered. We only ordered pastries. So when the order went through, food prep shouted our order back to the cashier, who then bagged an incorrect item. It would've been a lot easier to just order with the cashier and point to the pastries right next to him instead of being told card orders need to use the kiosk. Cashier did not seem willing to interact with humans if it could be avoided. We then waited for our drinks, because we had no idea that we were supposed to grab a cup and walk around to the other end of the store where dispensers are set up for a couple of their lemonades. Some clear direction would've been nice. Decided we really don't like the new process of ordering. I'm only giving this 3 stars because the food prep individual that explained the process for getting some of the drinks gave us a free one and was really kind about it. Was looking forward to my first stop out with a newborn, but am apparently too sleep deprived to navigate a Panera...