Panera Bread — Restaurant in Fort Collins

Edit: My order was delivered even though the order was cancelled and refunded. I appreciate that they still delivered, but a little kindness on the phone would have went a long way. We did have to reheat our soups and warm sandwiches due to the delay in delivery.

I ordered through Panera’s website at 5:09 pm this evening. The cost of the order for my family of four was steep at $56.00 with fees and tip. I didn’t mind because we love Panera. My estimated time of delivery was 5:39 pm - 5:49 pm. At 5:59 pm my order was still showing as in process and not out for delivery. I called and smoke with a woman who was polite and let me know my order was ready, but they were busy and waiting on drivers. She stated it’d be about 20 more minutes. Thirty minutes later, my order was still not out for delivery. I called the store and let them know that I’d like to cancel my order and receive a refund. I let the gentleman know that as my food had been ready when I called 30 minutes earlier, there was no way it’d be fresh as it still had not been picked up for delivery. He cut me off to notify me that first off he didn’t speak to me earlier and secondly he was the manager. He then harshly asked about how the order was placed and if they were the delivery service or if it was third party. I ordered directly through them and they were the delivery service, not third party. He then told me he’d cancel the order have a nice night. There was no apology offered or anything. I will not order from this...

I remembered why it’s been 5 years since I had been here. Hopefully I remember next time so I don’t make this mistake again. Awkward layout and very confusing what the hell you’re supposed to do, do you pour coffee order on the kiosk or speak to a person when you first walk in. Menu is even more confusing ( dear corporate please consult a Logistics manager to help with your awful POS flow). Service is not bad but every table in the house is filthy. Again awkward flow/ communication at the end of the counter for your order, my food sat up at the counter for some time because no one remembered my name. Names are barely audible from the counter and why are there two drink stations? why are drink stations so cramped and awkwardly placed? I hate how I feel in this space, I’m always in the way because I don’t know where to stand in the restaurant 😵‍💫😵‍💫. The food was average and the sandwich I hoped to purchase could not be made because they did not have the type of bread required to make it. I only ended up with a bowl of broccoli cheese soup which took 15 minutes to get to me. partially because again they forgot my name. If they improved their store flow it might be a place I returned to. If I wanted Unpleasant atmosphere paired with mediocre food I’d rather choose the drive through...

Food is good. Pastries and bread are excellent. Service at this store is hit or miss.

We have been picking up curbside for the past 3 months 2 or 3 times a week at this store. Usually it goes well, but when it doesn't it is not always handled well.

1st instance was an order for 5 was never delivered to curbside. We went inside, and our order was filled, but had been taken by another person. Nobody ever approached us at while we waited curbside. If there is an accountability system for orders, it is broken. They remade our meals.

This week another order for 5, was to include four cookies. We were given 2 at curbside. Since bags are taped, we did not check, but we returned a bit later to explain, and Josh, the manager, was fairly incredulous when approached, accusing us in so many words of not telling the truth. Seems they ran out of cookies, but did not offer an alternative or refund. He did give 2 bear claws for our inconvenience of driving back to rectify the situation. Unlike a local fast food chain who gave us the wrong sandwich, and they readily apologized and without a word from us, in compensation gave us 2 full meals for dinner.

Stuff happens, no big deal, but Josh's acumen in terms customer service is pretty poor. No need to be...