Panera Bread — Restaurant in Coon Rapids

I felt compelled to write a review given the trend in negative reviews recently. First, to the individual who is fired up about a rainbow flag...having a symbol at a business to show support for a group doesn't in any way infer a lack of support for others. Certain individuals have historically been more marginalized and discriminated against than others. A business letting those individuals know (whether employees or patrons) that they are welcome does not imply that others are not. I think it's a lovely gesture.

Second, there's a reason I avoid drive-throughs at most businesses. Whether at Caribou, McDonald's or Panera, the wait times are almost always longer than if I just go in and order. The number of cars isn't always indicative of wait times because some of them might be placing large orders. I can't speak for people's issues with wrong orders, but if you're in a hurry, go inside or preorder!

Lastly, I'll move on to my personal experience. I chose to dine in, and I ordered my own food at a self service kiosk, which was pretty user friendly (even using a gift card). A couple of other patrons were ordering at kiosks and there was a lovely young man working at the bakery counter that took the time to address us, thanking us for coming in and offering his assistance if there were any questions. I ordered a pepperoni & sausage flatbread pizza. It was ready relatively quickly and was fresh from the oven. It was my first time ordering this item and I was pleasantly surprised. Pizza is one of their newer menu offerings and I feel like quality sometimes lacks when restaurants expand their menu beyond their niche. However, the sauce and spices were quite good, the crust was perfectly cooked and I enjoyed the sausage crumbles. During the time I was in the restaurant, I noted the morale of employees there. I'd say it was definitely above average. Mostly teens and young adults, everyone seemed like they enjoyed their coworkers and their job. Friendly chit-chat between each other but while being attentive to their duties and customers. There was also someone working that I assume would be a shift lead/supervisor, that was thanking coworkers and telling them "good job today". It really was all-together lovely and refreshing to witness the interactions.

Anyway, I almost didn't eat at this specific Panera based on recent reviews and other options in the area. Glad I did and I'm happy to share that my experience exceeded...

I've long been a fan of Panera. Good quality, lots of options, great service. However, I'm disappoined by a recent change they seem to have made. Previously when I ordered a sandwich I'd get a choice of side: an apple, a baguette or chips. It seems they only provide chips now with no option for the other sides. Kinda a small thing, but it's a disappointing change.

But the food is really good! I love the breakfast sandwiches, the lunch sandwiches and the baked goods (I'm looking at you, baguette).

On a recent visit to the drivethrough, it took a long time to receive my order. The worker apologized for the long wait, which was really nice. When I got home, I found they had added a tasty treat: two (not one) but two cookies that I didn't order. I can only assume that was to make up for the long wait. What a nice surprise. Thank you, Panera!

2023-Jan-07 Update

The side order issue appears to have been addressed. They are once again offering a choice of sides. Must have been a temporary policy change.

2023-Jan-24 Update

I hate to say anything bad about Panera, but one of their practices rubbed me the wrong way.

I received an email offering "free delivery with online order". Sounded like a great deal! But, it's not. They charge only $1 for delivery, so you're saving a buck. You might think "what's to complain about? One dollar for delivery is a great deal and zero dollars is even better!" It would be a great deal, except ... menu prices are higher when you order delivery.

So it's not a great deal. But it is presented like it is.

In fairness, the web site does point out the price hike. It reads "Menu pricing for delivery is higher and fees apply." This message is shown on the screen where you enter your delivery address. Seems like they found an out-of-way place to put that statement.

I understand the need to cover costs. But instead of jacking up prices and charging a misleadingly small delivery fee, why not just charge regular prices and then charge a reasonable delivery fee? This way the free delivery offer is meaningful. If that's too generous an offer, then how about offering a discounted delivery fee?

Be honest about it. Don't be deceptive.

You'll get good food and generally good service at Panera. But just know that if you order delivery, you will pay more, even with the delivery promo and you may not even realize it unless you're paying...

As a regular customer, I have always appreciated the quality of your products and the exceptional service provided by your staff. However, during this particular visit, my impression of the brand was significantly tarnished due to an unpleasant encounter with Monica Carbin, a member of your team.

From the moment I approached the counter to place my order, I noticed a lack of professionalism and attentiveness in Ms. Carbin's demeanor. She appeared disinterested, barely acknowledged my presence, and seemed more focused on unrelated matters. Despite my attempts to engage her and place my order, she displayed a dismissive attitude and made me feel like an inconvenience rather than a valued customer.

Furthermore, I observed her interactions with other patrons during my time at the restaurant. It was evident that her behavior was consistent and affected the overall atmosphere of the establishment. Several customers appeared frustrated and dissatisfied with the service they received from Ms. Carbin.

As a loyal customer of Panera Bread, I believe that it is essential to maintain a high standard of service and professionalism across all your locations. Ms. Carbin's conduct not only reflects poorly on her but also on the entire Panera Bread brand. This experience has left me questioning whether I should continue to patronize your establishment if such issues persist without resolution.

I kindly request that you take this complaint seriously and address the matter promptly. It is my hope that Panera Bread will use this feedback as an opportunity to improve customer service and ensure that similar incidents do not recur...