Panera Bread — Restaurant in Concord

I realize that this is an extremely long review, but bear with me. It's only so long because so many things were wrong about this visit.

In my experience, the food itself at this location is usually pretty great. But they just can't get it together, at least when it comes to takeout orders. My Caprese sandwich was exactly the opposite of what I specified in my mobile order. For example, I ordered extra mozzarella and got no mozzarella. Ordered no arugula and got extra arugula. How do you make a Caprese sandwich with no mozzarella, anyway? Everything else I ordered extra on the sandwich was either the regular amount (which, okay, I can deal with that) or missing altogether. I also ordered a bowl of mac and cheese, and I wasn't exactly thrilled when I opened it at work to discover that it was a little less than half full. I ordered a large and got less than a small.

During this visit, I was picking up orders for myself and some coworkers, 4 orders total, and the whole process was just painful. One coworker ordered the mini scone variety pack, and when I checked, I saw it wasn't in her bag. I asked one of the employees about it and she responded, "oh yeah, we're out of that".....and turned away to go right back to what she was doing. Sooo... weren't you going to tell me that at any point before I left?? Luckily the manager, Jake, was the one saving grace for this visit. He happened to walk up during this exchange and told me I could get something else for her instead. (Well, I would certainly hope so!) But alas, he gave me a scone that was over $5 less than what she paid for the variety pack. I didn't know this at the time, so I had to call them after getting back to work to get her a refund.

This is the second time I've been to this location, and the second time that it's just been an overall disappointing and irritating experience. Again, the food is great when they get it right, and the manager that was on duty was certainly very customer service oriented. But it's just not worth dealing with all that comes...

I visited Panera Bread yesterday around 6:30 PM with my son after spending four exhausting hours in urgent care. Both of us were feeling very ill, tired, and miserable, and I just wanted to grab some soup without exposing anyone to COVID. Unfortunately, when I arrived, all of the outside lights were off, making the store look closed.

I went to the drive-thru to confirm if they were still open and was told they were. I then asked the representative if the drive-thru light could be turned on so I could see the menu, but he flatly said “no.” When I asked if it was broken, he simply said, “I think so,” without offering any further explanation or apology. I explained that I was very sick and didn’t want to expose anyone inside, but would have to come in since I couldn’t see the menu. My concern was ignored, and no empathy or apology was offered.

When I mustered the strength to go inside (wearing a mask, of course), I noticed everything in the front was already put away, as if the store was closing soon. I placed my order on the tablet but had to call out to get an employee to come from the back just to get me a cup for my drink.

The worst part was seeing the same employee from the drive-thru—identifiable by his voice and orange shirt—filling a bowl of soup at the pick-up counter without wearing gloves. This lack of hygiene was shocking.

To add to the frustration, the screen notified me that my food was ready, but I couldn’t find my order anywhere. When I asked the girl at the counter, she told me the man behind her was still working on it. Why was I notified it was ready when it wasn’t? I was already feeling miserable and just wanted to leave. While the woman apologized, I still had to wait an additional 7 minutes for my food.

This was the worst customer service I’ve ever experienced at Panera Bread. From the lack of concern for my situation to poor hygiene practices and long wait times, this visit was unacceptable. I will never return to...

This place has horrible service! I was there this morning went to the drive thru to order a breakfast soufflé on my way to work. The lady I spoke with told me that the soufflés were in the oven and they had 7 mins left. So I asked what should I do? Should I wait park and wait or come inside. She told me to park at one of the To Go parking spots. I told her ok, I'll wait there then drive back around in about 6 mins or so. I drove back around after 7 mins of waiting to order and I was told that they were sold out and that they were putting more in the oven and that would it would take 25 minutes. No apology. I asked what I should do. I would've gladly paid for it then wait but I wasn't given that option. She just told me to wait and never gave it a second thought. I became so furious I just drove off just to stuck behind a car at their drive thru window for another 5 mins. So I wasted a total of 12 mins at Panera this morning for nothing! I tried to call and speak to a manager and of course their line just rings and rings with no answer. It's a shame I use to love Panera, but since moving to NC I've had nothing but poor customer service at this location and quite frankly I am turned...