Panera Bread — Restaurant in Charlottesville

It has been a terrible experience at this particular location with terrible cold and disgusting food (Pictures were provided to Panera's corporate). I ordered the pick 2 and the sandwich was cold, the cheese was in a lump (Not melted) and the bread was hard as a rock. The broccoli soup was also barely warm. I was told to throw the sandwich away and they made a new one. However, this time, it looked and tasted liked it was microwaved to ensure the cheese had melted (Had a weird taste). I left and did not eat the sandwich. Even though I submitted the issue to corporate and they said they would contact the regional head, no one from the restaurant reached out to chat with me about it and no one else contacted me. The refund ($20) took 3 months and I had to keep reaching out. Throughout this ordeal, there were very true signs of poor customer service and in times like this with the environment that we have dealt with over the past year, you would think that someone would be all over this to ensure the customer is satisfied. That has not been the case. No one seemed to really care and in the end it was about the principal of it and not the...

I’m very disappointed in this location. I had just lost my son. I received a gift card for $50 so I decided to go here for the first time. I placed a mobile order and selected a time. Well the time changed on me and I couldn’t pick up for an hr. Well I didn’t wanna wait I live 20 mins away. I called and canceled the order and it was confirmed by an employee. She said I would get an email. My total was $92. That’s a lot. No email so I called the next day because the money was still on hold and they told me yes my order was canceled. I told them I didn’t receive an email. They said it’s ok. The order was canceled. 1 week later the money was taken from my account so I called the Panera customer service who had no record of this. Well it’s been under review for over a month and I have yet to receive money or a phone call back after I was told by Rachel that the general manager would call me that afternoon. She gave me an email and I emailed back but no response. I am disappointed and at this point I’m grieving my son and I’m tired of fighting this. $92 is a lot but it is what it is....

Stopped for lunch today with my wife. Cheraye took our order and when we got to our table, we realized the order was incorrect. My wife ordered a half sandwich and he ordered a whole, my sandwich was a full order of Mac and cheese. I went back and let him know that there was an error. He apologized and retrieved the manager by the name of Rachel. She refunded the Mac and cheese and I had to order my sandwich separately. Now I have two paging devices. Of course the order will be split. I had to wait at least 15 minutes for my sandwich after the initial order was put up. I understand that misfires occasionally occur. Cheraye did apologize, but Rachel could have shown some empathy and never apologized for the mistake. When we were finished, it took another 15 minutes just to get a to go box for the extra half sandwich that my wife never wanted in the first place. Panera has seriously gone down hill one the last five years. We would have been better off going to a stand alone small business for the same money. Panera has left a bad impression on me for the last...