Panera Bread — Restaurant in Columbia Township

A month ago, I took my seven year old here for lunch. I had a reward to use, and didn’t have much time, so I wanted to place my order quickly. This cafe does not have “skip the wait” tablets to order from or an “order from table” option online, so I chose to place my order as a rapid pick up while already in store at a table, and I marked in the special instructions that “we are eating here” so that the employees would know that they didn’t have to bag our food. From my table, I could see the production area & the employee named Seth who was prepping our food. While doing so, he laughed about my order, then called over two other employees to show them that my receipt said “we are eating here”. He then called me stupid to the other employees, he said that we “should wait in line like everybody else”, and that he should write “ass” on my receipt. When I saw him finish bagging our food, I walked up to the prep counter and said “that food is mine”. He said “ok” and handed me the bag. I then explained to him why I had placed my order the way that I had—because I felt humiliated after being made fun of though I SHOULD NOT have had to explain myself or felt so uncomfortable that I needed to do so at all—his response was a flat “ok.”. So I stated that “I heard you guys talking about me so I wanted to let you know why I ordered my food that way”...and his response was another sarcastic “ok.” No apology or anything! My daughter and I ate our food, and the entire time I felt so ashamed for ordering my food online which is SO unnecessary because I should be able to place my order any way that I please without facing humiliation! After eating, I asked for the manager expecting to get an apology and a refund...and the manager gave me another sarcastic “ok, sorry”. So then I called customer service and informed them of what happened, and I was told that a regional manager would be notified, but it has been over a month and I have not heard from a regional or store manager that any action has been taken or gotten a true apology from anyone. I believe that the employee named Seth and the manager Joe acted extremely unprofessionally, and that I #1: should not have been made fun of AT ALL and #2: I should have gotten an immediate apology. This is the closest Panera to me, and it is very bad that I have to drive 15 minutes across town to receive adequate service. If you want even sort of okay service...go...

Edit for Thursdays experience... frankly bc I havent learned that driving to the South location would be better, I only come here bc I live closer. Came inside Thursday for SIPS tea (bc the drive thru still takes WAY too long), was provided the cup, but when I turned to get my own drink there was a large crowd unhappily waiting for their orders and blocking the machines. When I was able to get to the coolers, I saw all of them were empty. The workers were gathered and chatting at the cash register but not tending to customers. When I caught the eye of one, I asked if they had more tea. The girl, still standing away from the counter responded "Hu?". I repeated all of the coolers are empty, are you going to be putting more out. She responded "Yeah we out". I clarified "Of all of it? Everything is empty". She responded, "uh hu". I left my cup at the counter and commented you shouldn't sell things you dont have. And then called the customer complaint line.

Edit for recent drive thu experience: I could have had a dine in experience for the length of time I was TRAPPED in the drive thru during the heat of the afternoon. 30 minutes is ridiculous for a SIPS order!

Review specific for this location, employees exhibit questionable hygiene, and during the 3 visits I have made to this particular location, the very limited seating is ALWAYS atrocious, often requiring me to clean the table myself if dining in. Coffee is not restocked beyond late afternoon and what is there is often cooled or sour. I have been to a Panera in almost every state (when available- please come to Hawaii), and it has been a great source for college/study. However, comparatively, this location needs (requires) better oversight. A scheduled cleaning may greatly improve it's service and appearance. Requiring front line staff to initial when they have performed these tasks at schedule intervals and then have the sign off reviewed by a floor manager to hold them accountable may greatly improve deficiencies. As a patron, I actually enjoy seeing this posted in areas, such as a bathroom, but would also value this in other areas of a food service industry....

Places that should not have a drive thru? PANERA

You're not "fast food". Your prices don't reflect fast food and you are not... fast.

Panera should severely limit the window to drinks and bakery items. Maybe extend it to a few pre prepared menu items.

Being trapped in line for 37 minutes to get a Sips coffee is BEYOND!

I counted 6 cars leave the line bc of the wait.

Edit: 9/2/25- Drive thru closed. At least they recognize... but holy heck what happened inside? Are yall just waiting for a health inspector to come shut you down? Yes, you have short staffed signs up- but it'd be better to just shut the doors when your short staff compromises integrity and health. Nothing has been cleaned. Came a few days ago (short staffed signed and drive thru still closed) all the drink coolers were empty so I said Ill make it easy and just do a cold coffee....empty. I said dont worry bout it to the cashier- Ill just get more ice and do hot coffee on it... No ice, and then the creamer was empty.

Today- my Green tea taste like rotten bananas. I noticed the lemonade wasnt circulating so I did the GT... its warm, probably hence the rotten taste.

Its NOT that hard. Have a sign off sheet and every 2 hours check the coffee, creamer, cold drinks, stock, and wipe down counters. Check the bathrooms, wipe counters sinks, trash, stock. Initial to hold staff...