Panera Bread — Restaurant in Cleveland

I usually come to this location all the time, i usually tend to order through the drive thru to take food home with me. Today i had a horrible customer service experience. The lady at the drive thru was just plain rude! I ordered two frontega chicken sandwiches one without tomatoes and onions and the other soft bread. I tried explaining to the lady that it’s for an elderly lady and before she could let me finish she just kept saying white bread, so i told her i needed it on the sandwhich and she just did not listen. I made those sandwiches in a pick two, so i asked her if i could make the soup into a bowl for an up charge and she said it could not be done. i told her that i always go to that location and order the same thing and it has been done. She finally said ok then upon ordering my food, i asked for another pick two with a full sandwich and soup for an up charge of course but she said it couldn’t be done. i got tired of her attitude so i just told her i wanted a full sandwich with a cup of soup. I also ordered a cafe latte, and it wasn’t even full! it was halfway full. Then when i got home and the sandwich i asked to be on soft bread wasn’t. she literally put the white bread with the chips when that’s not even when i asked for. I will never come to this panera again, other times workers are really nice. there have been a couple of times when they have forgotten to put in part of my order, but i come back and i am always received with good customer service. i spent almost 60 dollars on an order that wasn’t even right above all that the terrible customer service i received to get it. I was going to just take the whole order back (which was left untouched ) to see if i could get a refund, but i live 20 minutes away and i was going to be late for work if i went back. I recommend that everyone stays clear of this location, there’s always better options...

Concerned with delivery and overall customer service…

Short story long, I placed an order through the app. Approximately an hour later—around the expected delivery time—I received a message from the assigned driver stating they were experiencing car trouble. Their communication was clear, and I then attempted to contact the restaurant directly to determine whether a replacement driver would be sent or if the order should be canceled.

I called the location for over 30 minutes (more than 15 attempts) without an answer, so I drove there in person. Upon arrival, the cashier who greeted me asked how she could help. When I explained I was there to pick up a delivery order and provided my name, she responded, in a dismissive manner, “We don’t do delivery.” I later learned the restaurant outsources deliveries.

I mentioned that my main concern was the unanswered calls, to which another employee—who appeared to be a manager—offered only excuses, stating the phone was kept in the back and they had been “very busy.” However, the restaurant was empty at the time, making this explanation questionable. While speaking with the manager, I observed the cashier making remarks to coworkers in a way that was unprofessional and disrespectful.

This is not about a $40 refund or free food. It is about the lack of accountability, poor communication, and the dismissive treatment I experienced when simply trying to resolve a delivery issue. A timely answer to the phone could have prevented the...

I thought that I had written a review here a while back. Anyhow, this place has earned itself on my ban list. And not because of just one or two bad experiences, but because literally every visit has been unpleasant. How so you might ask? Well, rude and unhelpful staff. I remember asking for some extra bread because they gave me such a tiny tear of a piece of bread, and was told "no". And this happened more than once. How stingy can a place be? They used to give a decent sized piece, but for some reason they feel like they needed to cut way back.

I think just the sheer rudeness and stinginess of the place is what really turned me off. Their prices are already grossly overpriced for what you are getting anyhow.

And other things too, like very slow service and the staff constantly did things that made us have to wait longer and not be able to enjoy our food together. Mistakes can be forgiven though, but the coupled with the rude and unhelpful attitudes of the staff is not. Also, they don't take pride in their establishment. The place is usually pretty dirty with no clean tables from what I remember.

Theres not really anything any one could do at this point to bring me desire to go back... and we used to really enjoy eating here. It was a treat. Honestly, this location has never been great or at least not in many years. I miss the St Louis Bread Co back in our younger days (when we lived out in Missouri). This is a far...