Panera Bread — Restaurant in Downey

I ordered and iced vanilla latte for rapid pick up and when I showed up to pick it up I told the employee the name on the order. He looked like he had a lot of them so I thought it’d be helpful to mention that it was just a drink by saying “it’s just an iced coffee”. It was actually an iced vanilla latte- after this experience I think there’s a difference?? Because iced coffee is apparently self serve, so much for “rapid pick up”. I mentioned I never had to do self serve and he said that it’s always been self serve so I went on and served myself from the machine. I got in my car and did not like it so I called to see if I could get a refund or my proper drink remade. The manager Irene? Ira? Not sure. Had the opportunity to help me out and offer to make the drink that I actually ordered. However she kept cutting me off when talking so she probably didn’t even hear when I mentioned what my order was. So she said she could give me a refund but to show up in person. I was so frustrated that she kept interrupting me that I simply said “ok thank you”. I was at work so couldn’t go until I took my break. My coworker went for her break and she offered to buy me my coffee. She went 30 mins after I had originally gone to pick up my drink and she showed up with a watered down coffee with a sticker of 30 minutes prior. THE TIME THAT I ORDERED!!!! the most frustrating thing out of all of this is that they had so many opportunities to help me out! The moment I told the guy I always pick up my drink at the counter the least he could’ve done was to check through the orders to see if maybe he saw my name and if not he could’ve proceeded me to self serve. The manager could have offered to remake my drink that I PAID FOR. When I showed up for my refund the guy who had me self serve earlier was Ofcourse doing nothing at the register talking to the cashier he could’ve apologized or said that my drink was in fact ready at the counter. Even that goes a long way but instead he recognized me and turned away while making an awkward facial expression. The employees all look so young and immature clearly lacking understanding of proper customer service. Not once was I rude and dealt with the situation to not give anyone a hard time but I am so mindblown at how something so small turned my experience so negative all because of the lack of...

I went here to pick up a Postmates order. I go through the drive through because there's no parking and it's lunch rush hour. So I wait in line at the drive through and since I've NEVER had a problem going through any other drive throughs for Postmates orders, I didn't think this would be any different. Then it's finally my turn. When I speak to the lady at the mic she said she's unable to give me Postmates orders through the drive through and I need to walk in. Great! I just waited in line and I can't back up or go forward because there's a line in front of me and in back. Ugh! Then I wait another 10 mins for them to finish with the people in front of me. Keep in mind, local Postmates orders are a payout of $4 a delivery and rely mostly on tips. I'm upset because my time has been wasted. I wait at the window and wait another 3 mins or so. I see the girls in the window pointing at me and talking. Finally the "manager", Monique tells me the same thing and that that's the way her boss wants things done. Which is ridiculous because if you're partnered with Postmates you should have them put that in the app! Nowhere in the order did it say that. I've seen plenty of merchants write their own set of rules to avoid these types of incidents. This was very unpleasant and unprofessional and a total waste of time. I will never go to this Panera to eat or pick up an order from Postmates here again! As a matter of fact, any Panera! No wonder it's at 2.5...

Today I decided to go alone and place an order for my first time. I was lost. I didn't know how to order. Daniel helped me out. I purchased the Unlimited Sip and he explained how it works. I made sure to let the people behind me go first because I knew I had a few questions and didn't want to hold up the line. He quickly looked up my number and took my order. He explained the bowls/dishes as well. I made my choice and had an over all pleasant experience. It didn't feel like I was talking to someone just working there. The fact he was genuine in helping me out is the reason I'll be going back from now on. I was intimidated by ordering, but this guy made the difference. I enjoyed the food as well.

On a side note. I read the negative reviews. Please be patient and understanding. As I was waiting for my food, I got a glimpse of rest of the staff. They look very busy. We just need to be kind. You never know what kind of day they're having. Be a nice human.

Combat veteran who...