Panera Bread — Restaurant in Dover

First of all, I have never left a bad review in my life, but what we experienced at Panera last night was truly beyond the pale. I'd been noticing the food going downhill for a while now, but my kid loves it so we'd go more often than I'd care to admit. Frequently there wouldn't be a cup in the to-go bag... Not a big deal at all, I understand they're busy. But many times when I'd ask for the cup, my polite request was met with a look of annoyance or contempt--even an eye roll! It's a bit of a bug-out having such negative energy hurled at you, as though you're breaking some unwritten rule to leave them the heck alone while simply asking to receive something you've already paid for... It's like customer service is NOT a part of their job and you've got some nerve to even talk to them. Which brings me to the particularly egregious example of last night.

Our order was one of two on the board when a rush came in and we watched as people came, got their food and went, while our order remained on the board. When it seemed like maybe our order had gotten lost, I went up to the counter to politely inquire. I explained that I just wanted to make sure our order went through to be processed and she snapped back, "I don't know who you are." I gave her my name, but that didn't matter because she didn't bother looking for the ticket. She instead proceeded to tell me that if it's a big order then it's going to take longer than everyone else's. I politely clarified that it wasn't a big order... She clapped back with condescension, saying that sandwiches are going to take longer to make than soup orders, noting that they've got someone training back there. I responded that I didn't think there were any sandwiches in our order. I reiterated that I wasn't trying to be critical or difficult, I just wanted to make sure our order was back there since it had been a while. I think it was at this point that she passive aggressively muttered that they could make it take even longer, which seemed to be a sort of directive to the folks working the other station. At this point I got confrontational, asking if she could repeat what she just said and indicating that I didn't understand why she was being vindictive and acting like I'm being problematic when I just wanted to make sure they had my order. I'd been stonewalled in this exchange for so long, and treated like I was being a "Karen," that my pleading for some hint of reasonable customer service must've made it look like I was the source of the problem to the customer who'd joined the waiting area--who interceded, suggesting that if I wasn't trying to be confrontational I'd stop engaging. This triggered my highly emotional 10 y/o daughter who'd been watching all of this go down. I wanted to get the heck out of there but was stuck waiting for our $40 order of two cups of soup, a 1/2 Caesar salad and a cup of mac and cheese.

The salad, of course, was mostly wilted and, given this woman's vindictive attitude, I'd lost my appetite to eat anything they prepared. I wasn't a "Karen" here, I didn't ask to speak with the manager. Although the circumstances would've warranted a request like that, this woman felt the need to advertise at one point that SHE is a manager. My daughter told me in the car she noticed her name tag said "Assistant Manager," but apparently she didn't notice the woman's name. Alas, horrendous customer service killed a child's love for Panera and we'll never be going back...

I went to the Woodbury Ave location for a coffee break with some friends. I ordered asiago toast. I was fairly quickly alerted that my order was ready. When I went back to pick it up, it was not ready and all the staff were busy working on orders. A couple minutes later, my friend brought my order which was put up as she was getting hers. My “toast” was barely toasted, cold, and very small end pieces of the loaf. When I approached an employee to mention it, he coldly indicated he would re-make my order and did not even take the plate with my poorly made order, nor did he apologize. After a few more minutes (while my friends finished their food), I again went up, now to ask the nice woman at the cash register who took my order, to be reimbursed since I had not rec’d my order and we were ready to leave. The same employee I spoke with previously said he brought it over a while ago. He pointed to a table with no people (two or three tables away from where I was seated) and there sat my order. He left it at a table with no one seated at it...never bothered asking or looking around to find me? The seating area is not that large. He went over to get it and walked toward me stating, quite rudely, “Now it’s cold.” I told him my friends were done eating and that we were ready to leave. He, again quite rudely, said, “So you’re looking for a refund?” I said yes, he handed me my $1.10 and, very quietly, with no hint of sincerity, said “sorry.”

I very rarely post poor reviews, but I thought someone should be aware. My experience this morning was so unnecessary....it was not even busy when we arrived. It’s too bad since, in the past, Panera was one of the few chain restaurants that had quality food and service. In my experience, both have declined...

PLEASE change your DoorDash pick up system! As a Dasher every time I go in I have to wait much longer than at other restaurants even if I can see my order is ready because I cannot get anyone's attention to get it for me and if I ask anyone behind the food counter (where the app literally says to pick up) I receive extreme attitude. I don't know if it's a general bad workplace morale here, but every single person I have interacted with has such a negative vibe, many even talking back to customers never mind myself. On countless occasions I have told them my order and have been told it will only be a few minutes, and when I can see my order on the counter it takes an incredibly long time to actually be handed it. I have spoken to other Dashers in the area regarding this Panera location and there is a consensus in the community that it is the absolute worst place in town to pick up from in regards to wait time and staff attitude. We are all just trying to do our jobs and many of us are extremely tired of our time being wasted and therefore money wasted! They're also wasting the customers time. I've had multiple customers ask why Panera deliveries take so long! Also, all other Panera locations I've ever picked up from have a Door Dash shelf that is grab and go style which is much more efficient for everyone. If they have mobile orders on a shelf at this location, why not Doordash too?! If you cannot have someone always tentative to handing delivery drivers orders, please adopt you a new more...