Panera Bread — Restaurant in Enterprise

I ordered 18 bagels and a loaf of sourdough bread to go for a spring break trip. My husband picked up the bread at 8:45pm on the way out from the Vegas to head to the Death Valley. I made the order ahead of time for that pick up time specified due to our inbound flight schedule.

From the car, I noticed that the bagels were in the paper boxes and the sourdough bread was in the plastic bread bag. That night, when I pulled out one bagel, I noticed that it was really hard. I checked the rest of the bagels. All were very hard except 6 random bagels but we didn’t have time to revisit the store because it was already too late. We ended up not being able to eat the bagels except 6 which were still not as soft as usual bagels that we've got them.

We couldn’t put our teeth into the bagels for the rest.

I left the feedback and the Panera manager, Nuvia Alcaraz contacted me through email saying that they bake the bagel the day before and put them into the display all day before sell them. I ordered about a month ahead. I don't know why they didn't pack them a head of time that day.

Nonetheless, they said “What I’d like to do is offer you a replacement of your order free of charge with your next visit, which can be at your earliest convenience, to compensate you for your troubles.”. I told them that I am from NC and would love to get that replacement.

That was it. No further email after saying the replacement.

I sent another email about a week after the email exchange. No response.

I don’t know how only a part of the bagels can become stone hard. I don’t understand how the big company's manager can say one thing and just not follow up. Maybe Nuvia is the manager from the Vegas location and doesn’t want to ask...

I never like to leave a negative review, yet we need to share some awareness about ordering catering from Panera on S Rainbow. Here’s what you'll get: you will receive everything that you order. We appreciate that there are rarely, if ever, any issues with accuracy on the order.

You will also get some service recovery.

Here’s what you won’t get: timely delivery. When hosting any kind of event, plan on your items arriving a minimum of 30 minutes late. This may or may not affect the temperature of your items as well.

You will have to call them, find out if it’s on it’s way, and you may get lucky that it arrives at the new time.

Although they will include a label, it will not be marked as to which sandwich is inside. You will have what looks like letters on the outside of the sandwich, clearly written so fast that even Google Translate shrugs its shoulders when you try to scan it.

I wish these businesses would not commit to catering and delivery when they can’t make it work. We ordered on Monday and Wednesday, and both orders were significantly late, poorly labeled, and we had rooms full of hangry people. I will give them credit that they offered an apology and gave us a gift card on the first hiccup. Then we had a second hiccup just two days later, which was more disappointing because we had thought it would be better.

This makes me super sad – I’m going to miss those...

We were made to wait for our simple and standard order for nearly 30 minutes and watched as our name on the status screen kept switching between "ready" and "being prepared" while other orders were being filled. When we went to check on our order, the cashier that handled our order (after nearly half an HOUR) came back and said "sorry we are out of soup". The manager was called and refused to give us the rest of our order at a reduced price. What happened tonight was deliberate, not just negligence. Each time our order would get bumped from "ready" back to being prepared the kitchen staff would snicker and joke amongst themselves. The manager who eventually appeared did not even apologize for wasting a half an hour of our time, was extremely rude and made us feel like he is doing as a favor by refunding our money and sending us away hungry. This is not the first time we have been treated rudely at a panera bread in las vegas or received food that made us sick on a previous occasion at another location. 15 minutes to drive here, half an hour wasted waiting on non-existent food and 15 minutes driving back hungry. A full hour of our time gone and no apology. What I see here is one jerk district manager that is training employees and managers to be incompetent jerks...