Panera Bread — Restaurant in Fenton

I took one whole day to contemplate whether I should actually comment on the service I received at Panera Bread on Owen Rd in Fenton, but decided that I needed to say something. As I have countless times before, I ordered baguettes for quick pickup on the Panera App yesterday morning to be picked up mid-afternoon. At checkout I entered payment information and then was kicked off the website without getting a confirmation number. My credit card company however, sent me a notification that my card was charged for the appropriate amount by Panera. I thought there might have been a glitch in the website and really wasn't concerned. When I went to pick up the baguettes, the store was completely empty. The manager approached me and I told him that I had an order for pickup and explained to him what happened. I showed him the text message from the credit card company. He went to his computer to look and couldn't find my order. He came back to tell me that there wasn't anything that he could do. His tone of voice was really rude. He said no confirmation number, no order. I again showed him the text that proved that Panera had charged me for these baguettes. He threw his arms up in the air, turned around and walked away. A young employee was standing behind the cash register and she was just as taken aback as I was. She told me that there had been a problem with a couple of other orders that day. I was still rooted to the spot, when the manager came stomping back, went to the basket where the baguettes are kept, took two out and practically threw them at me. He said " happy now?" and walked away. I have never been treated so rudely as a customer anywhere. That manager must have had a really bad day..... Not going back there...

Update 1/22/24 still out of chicken for the chicken sandwich. Go to order a different sandwich out of gouda, pick a different cheese they want 69 cents for cheese...NO I'm not adding cheese you don't have the correct cheese in stock. Next, would have had a $40 order but I will go to Jersey Mikes and buy my own soup. Sad to see things aren't improving. I use to visit daily now we've cancelled our sip club and hardly visit.

Update: 9/13/23 the last 2 years I have more orders wrong than right. I went from going almost every day to maybe once a month. Today I order a $8+ breakfast sandwich to get it delivered with ZERO sauce on it. Just a big ol bagel with egg and sausage. Bad enough they eliminated real egg now sauce is too much to ask for.

Lately the orders have been either wrong or just bad. Scrambled egg is NOT over easy. Today its egg white with no yoke at all and out of brioche at 8:20am. There is only so many free you pick twos and replacements you can do before it only makes sense to just stop ordering at almost $6 a sandwich. I stood at the front counter today for over 90 seconds before anyone came out whole a guy with a green pony tail worked on the schedule looked over but didn't alert staff there was a customer. Sadly I think I'm cancelling my unlimited drink club and taking a month off while staff...

The first thing I notice at any business are the attitudes and personalities of the employees who work there. Even if the food is sub-par, or the place is dirty, the way I am talked to/treated will always be the impression I remember. This Panera has employed a younger girl working drive-thru on occasional evening visits, and never once have I had a pleasant interaction with her. This most recent visit is what made me come to Google to write a review. As I asked for a salad they no longer made, she very rudely said "we can't make that for you." No explanation, apology, or courteous nature about it. I said "oh ok" and quickly just ordered something else-- no worries. Then when I pulled up to the window, she didn't make eye contact with me once. The first thing she said was my total. No, "Hi, it'll be 10.78" - just "$10.78." And when I was handed my food, again, no eye contact, but a very monotone "have a good day" and she was already leaving the window before I could say "thanks, you too". I've held various customer service positions over the years, and I've learned how to be friendly even when I'm not having the best day. But this younger high school girl needs a few lessons in greeting people properly and representing a business in a positive way. Smile. You're...