Panera Bread — Restaurant in Fredericksburg

So I love Panera bread, I have a coffee subscription and all that. Loyal customer… but this morning 11-23-2021 I was mistreated by the young lady at the drive thru and she’s usually the one who mistreats me but I always happen to ignore, this time I can no longer deal with it! I placed my order, my daily coffee and I had a free breakfast sandwich, I guess she’s upset that I had a free order and didn’t see me as a “real” customer so she hands me my coffee, no hi or how are you! Closes the window, comes back again no hi or how are you. Hands me my breakfast sandwich no knife no napkins. And doesn’t even acknowledge me. Doesn’t say a word to me and closes the drive thru window. I would’ve brought it to her attention right then and there if I didn’t have to be at work but no worries I’ll bring it here! She lacks the basic customer service skills and Panera has a good reputation but she’s ruining it, she can go work across the street at McDonald’s if she can’t respect the customers that come on a daily basis. I’m going to describe her since I didn’t get her name.. tall, skinny African American girl with glasses.

05-25-2023 Wrong order again and refunds me without even asking Didn’t ask me or offer me first other replacement options for my sandwich The worst place when it comes to customer service. I hope this Panera either shuts down or fires the entire staff maybe one or two can potentially stay!! So...

I went through the drive through today and ordered 2 whole sandwiches and a cinnamon spice latte. One sandwich with onions and one without. Well I checked my bag before leaving the parking lot, as I've learned to do. They gave me one and a HALF sandwich. Both with onions. So I had to leave my dog in the car and go inside. I've worked customer service for years and understand things happen so I asked for the other half of my sandwich politely. I guess another lady from in the cafe was mad because her order was wrong too and mentioned to the woman on register that "we just want our orders to be correct" the woman then responded to her in a snarky way. (I can't remember exactly what the woman said but she was mad that people complained about her not helping customers previously I guess). Anyway, they give me a whole sandwich with no onions to make the moment right. If the entire thing ended here, I honestly would've never posted this or taken my time on it. Well when I got back into my car and got half way home I went to try my latte and found out they had filled almost 2 inches of it with whipped cream instead of filling it a decent amount and only making the top layer whipped cream. This is insane. Were they understaffed today? What the hell happened? I had to measure this when I got home because of how ridiculous it is. Needless to say, I'll be going to a different location from now on that's...

This Panera Bread made my entire night! First off let me start off by saying they are amazing!! The customer service is exceptional!!! I placed an online order. Moments later I received a call from them letting me know they didn't have the cookies I wanted. I told them that's fine they can just replace it with whatever, I am not picky. I love all Panera cookies. The fact that they called me to communicate that with me was really nice. The delivery guy just delivered my order and to my surprise they gave me cookies and a brownie because they wanted to make sure I was happy with the replacement. It was completely unexpected and very generous on Panera Bread's behalf. Thank you Panera Bread on Carl D Silver Parkway for the initial communication and the unexpected sweet surprise. It is very rare to find even good customer service now a days but you all exceeded good customer service! Because of that, I will continue to order from you all when I'm here in...