Panera Bread — Restaurant in Fairview Heights

Okay, so whenever I go here myself, the service is usually good, but whenever my mom or I try to order bigger orders (like 3+ meals), something is bound to be missing. Why, Panera?

We always have to drive back for it, and although someone usually gives us free this and free that to apologize, we really just want you guys to get the order right the first time, please. All we want is the stuff we paid for. But then you guys give away free stuff to apologize for constantly messing up. Isn't it an inefficient business model? Detailed story below.

My mom ordered a curbside today, but when we got home we noticed that her sprouted grain bagel was missing. We were indeed charged for it because it was on the receipt.

Now, I hate to be the person to tell you guys how to do your jobs, but I REALLY think that the people who pack the orders should start utilizing the checkmark boxes that are pre-printed for you on the receipt, in the picture I added. The grain bagel is right there, but since everyone is (I assume) too busy to care to check, it goes unchecked and unfulfilled. How difficult can this be? Just mark the boxes as you fill the bag! If there's something that's unchecked, then put it in there and check it off!

The receipt also says at the bottom "Accuracy matters. If your order is not right, please let a manager know." I tried to let someone know over the phone. They put me on hold for 22 minutes :(

I understand that the time I called was a very busy time of day, but you can at least tell me to come in, or tell me that you are busy and will have to call later. Please don't leave me hanging for 22 minutes.

Thanks for reading my super long review. I really hope that someone will see this and take it into consideration. Panera is one of my favorite places to eat and I hate to see this location messing up so much. Take care...

Meal 1 - rapid pickup Placed an order here and picked up some delicious food but they were missing my $4 kitchen sink cookie and gave me a bread that was no longer then my fingernail as a side. They were so kind when I presented my messed up order and gave me two bread sides (correct size) and gave me 2 cookies to replace my kitchen sink cookie. The production team seemed focused on chatting instead of working which is most likely the cause of the messed up order. The service team was wonderful in correcting the problem. 7/10 experience

Meal 2 - delivery Placed a delivery order from this location and my meal came hot and fresh with everything I asked for. My order was exactly what I had asked for & paid for. The order came really quickly. I recommend ordering delivery from the Panera app itself since it is ten times cheaper then ordering through door dash. 10/10

Meal 3 - rapid pickup Placed a rapid pickup order from this location for 5:40 pm. They had my food ready and placed on the shelf when I arrived. It was hot and fresh. A tiny bit disappointed they didn’t follow my instructions on the drink I ordered (4 dollar drink) but all and all a good experience. 8/10

Meal 4: I ordered two bagels, a cookie, and a $6 smoothie. They didn’t even give me my smoothie. It looks to be a problem with the driver but the person on the phone at panera didn’t apologize or sound respectful or caring at all. She said “It should of gone out.. Well you’ll be refunded in the next day. Bye.” Panera is just way to expensive to have slip ups like this nearly...

My relative went to this location during breakfast on 9/3/22. She went through the drive thru, and the worker forgot to give her back her debit card. My relative realized that she did not have her card about 5 minutes later and called the store. The phone rang for quite a while, when a worker named Amy answered, my relative needed a second to finish something. Amy hung up on her with no explanation. My relative went back to the store, and went through the drive thru. She asked at the speaker box to speak to a manager. A woman, who said she was the manager came to the food window. She did not state her name. She told my relative that she was a Karen, and that the employee was not at fault for hanging up. She also stated that it was my relative's mistake for leaving her debit card. My relative did not want any thing for free just want to inform the manager that she had a bad experience on the phone and wanted her card and an apology. She told the manager that, but this person called her a Karen again, and when she did, the employees behind her all laughed. My relative was treated with unbelievable disrespect. I would never recommend eating at this establishment. Please,...