Panera Bread — Restaurant in Florida

We had by far the worst experience at this specific facility at 6300 Lantana Rd, Lake Worth, FL 33463 on the evening of January 3rd. We decided to order from the app to minimize the amount of time inside as we had our toddler with us. We placed the order and paid all on the app and got the little progress chart that is supposed to indicate preparation, quality control and ready for pick up. The system went through all the stages and stated ready for pickup. I also signed up for the text notification, which also stated ready for pickup. We went inside and there was nothing on the pickup shelf. We waited a few minutes then asked the person at the counter about it. She asked for the last name, did a check and then came back and said they have no record of that order. We were utterly confused as we had an order number, a confirmation and a paid confirmation. We then gave the counter person the order number and they checked the system and found the order. She then proceeded to give the preppers the printed order and we waited for about another 45 mins, then we asked again for status. The preppers proceeded to tell the counter person they tossed the printed copy out. She printed another copy for them and went back to the preppers and discussed. The preppers then indicated they didn’t have most of the items to prepare the orders. We are now more than an hour in after the “ready for pickup” the manager then comes to relay the same info. At this point we asked for a refund as there were 3 others there; 2 ordered at the counter and 1 was a door dash, who all encountered issues of not getting their ordered meals.

This is the first time we have ever seen anything like this from the franchise and will not be returning to this particular one unless...

It’s so frustrating when a place with good foods has terrible customer service.

Went in to pick up an app order. It was ready on time, great so far. Went to the counter to get a bottle of water and a tea. The water was sitting in a bath of melted ice. Ick, right? Like, who wants to have to reach into a freezing pool of dirty water to fish out a bottle of water that you have to then put your mouth on to drink? Asked the cashier if she had napkins close at hand to wipe down the dripping water before leaving a path all over the restaurant. Sorry, can’t help. Cool.

So now I’m juggling two drinks and my wallet, and try to carry my takeout bag as well. No handles, flimsy bag. Cool. Go to the takeout counter to ask for a bag with handles. A man who I’m assuming is a manager sees me struggling, obviously pregnant and carrying all of this, and throws the bag onto the counter. Still folded up flat. No offer to help open the bag, which is frankly the least he can do. So I have to take all this, including the folded up bag, to a table and open it to put my things inside.

It should be so easy to take care of customers. They obviously just don’t care to. It’s sad really.

Edit: the food is TERRIBLE today. The grilled cheese is literally microwaved with cheese on half of it, not even the whole thing. Bread on the size of the soup was unwrapped, thrown in the bag with utensils. No croutons which are supposed to come with the soup. Cleanliness and packing can’t be up to code. Disgusting quality, will be asking for a refund. So...

Definitely one of the worst customer service experiences I've encountered. Despite my instructions, they made my order incorrectly. When I presented back to them and asked for a refund, they unapologetically took it back and refused to refund and instead remake the order. Even though I said I do not have the time to wait for them to remake the order, they proceeded to remake the order. They once again made the wrong order! This time when I asked to speak to the manager, I was told the one that was remaking my order now for the third time was the manager herself - Diane/Diana who once again unapologetically and quite rudely told me that she was the manager herself and she couldn't talk to me previously because she was making the order herself as if it was a favor. When I expressed my concerns that I would expect a professional manager to understand the frustrations of 2 wrong orders and LONG waiting times on finally a third order - she neither acknowledged my concerns nor offered any apologies. In fact, she condescendingly said "Calm down" like I was supposed to have not been frustrated at how unprofessional and inhospitable this entire visit had been.

Extremely rude staff, manager and unprofessional attitudes. Disgusted by who is even allowed to be a manager. Will...