Panera Bread — Restaurant in Edison

I would like to file a complaint regarding my repeated negative experiences at this Panera location. Almost every time I visit, my order is prepared incorrectly or the restaurant is missing items, such as BBQ sauce, which seems to never be available.

Today was the final straw. I placed an order and, after driving 40 minutes back home, I opened the bag only to discover that the food was not what I ordered. I had no choice but to drive all the way back to the store. When I explained the situation, the staff was rude and dismissive instead of apologetic. The person who appeared to be the manager, whose name is Jason, was especially unprofessional and disrespectful.

As a loyal customer, I find this unacceptable. Not only is it extremely inconvenient to drive such a long distance twice, but the lack of care and the poor attitude from staff make the experience very frustrating. I expect Panera to address this issue seriously, ensure proper training and accountability at this location, and take appropriate steps to prevent these problems from happening again.

Because of these repeated negative experiences, I CANNOT RECOMMEND THIS PANERA...

I can count on one hand the negative experiences at this Panera, but no place is perfect so let’s be real…I work in customer service too so I get it. I came here on my lunch break last week and had THE best customer service experience I have had in a long time at any establishment (store, restaurants, etc), probably the best ever. I’m sorry if I spelt his name wrong, but Sonje (who I learned usually works the later shift and was just conversing a day shift) was incredible sweet, enthusiastic, and patient from the drive through speaker to the window. I was smiling the whole time I was ordering because I couldn’t believe it. I had the opportunity to tell him in person and how much I appreciated it. There are nice/kind people at this store and many other everyday places, but he exceeded that and was just overall a refreshing individual.

I hope the management and/or cooperate recognize him for all he does because that kind of attitude is like gold in the hell that customer service industries are. Have a wonderful day and thank you...

Avoid this location if you’re ordering for an event. Shortly after placing my order, I called to let the manager know that my order is for an event. I requested several butters as I ordered a large French bread loaf and was told that there’s a “butter policy”. The policy being that there’s a max of 3-4 butters allowed. For anyone familiar with the French bread, it comes with 6-7 pieces, so 3-4 butters is less than the amount of bread that it comes with. I immediately knew that this “policy” was made up as I’ve made this order and request several times at other locations and was given no issue. These employees act as if it’s coming out their paycheck personally. These billion dollar corporations couldn’t care less about you, just throw the butter in the bag and go about your day. Anyway, go to the New Brunswick location if you want your requests met and avoid this one at all costs, their customer service is in the gutter. Imagine making up a fake policy...