Panera Bread — Restaurant in Garland

We placed a delivery order through the Panera website, which meant that our delivery should have been handled by Panera. Remember all those Panera commercials with the friendly neighbor Panera driver? We were also charged a delivery fee through Panera. I mention this because when our order wasn't correct, the manager tried to blame it all on Door Dash. If we'd placed the order through Door Dash, we would have had free delivery, known who our delivery person was, and been able to contact them about the missing items to have them fix it.

Instead, since the order was through Panera, we did as the receipt instructed and called Panera to "ask a manager to make it right". There was no effort put into making it right and getting the missing items delivered to us. At first, they said they would just send us out a "customer voucher", which I'm guessing is a coupon or gift card. (Why can't you deliver the order if you are going to deliver a voucher? Why would we want a coupon or gift card for a future purchase if you're losing us as customers today?) The best they could do was remake the items and tell us to pick them up. (They swore the items had been put in the bag and checked, but there was no signature on the checkoff list and my lunch was missing.) The whole reason for ordering delivery was that we couldn't go in due to work. When I pressed for them to send the items we had ordered and paid a delivery fee for, the best they could offer was to call Door Dash and maybe they would come back to pick up the missing items. Then, she hung up. No plan to call us back after speaking with Door Dash. No real apology. So, I have no idea if I'll get my lunch.

I've worked service. This is not how it's done. You don't blow off customers when you make a mistake; you fix it and give the customer what...

We live far away. We came here through the drive through and they missed a side order of chips. Nbd. I really can live without the chips but it's not right to have people pay you for something and you never deliver. I called back after lunch hours, had the receipt, gave my order number, explained what happened. After a short 10 minute hold, the manager, Ryan, spoke to me and told me that they can't issue refunds over the phone for drive thru orders. He said to come back in person if I wanted a refund, but we live far away and have kids. I'm not dragging multiple children halfway across the county to get a refund for chips. I honestly don't care about chips. I just want to be treated fairly and get what I pay for, but that's apparently too difficult for Panera to do, and too much to ask for. It's not enough that United Healthcare and every other giant corporation and Private Equity firm is screwing over the little people, the mighty and esteemed ✨Ryan✨, shift manager at the Garland Firewheel Panera has to screw over his fellow man too, and for what? In petty-ass ways like chip fraud. Never before has such a small amount of power resulted in such a huge power trip. A real modern day Al Capone of baked potato chips. Hail to Ryan, the Godfather of side orders at a declining soup and sandwich chain. I might not come here again, but if I do I will make sure to kiss Ryan's ring (or drive thru headset) and address him as 'Godfather', 'Your Excellency,' 'Most Venerable Chip Czar,' or 'my liege.' Thanks buddy, you helped me to realize that I should never trust my fellow man and always try to screw other people over before they do it to me. Really trampling on the last embers of the faith I had...

I ordered a meal full avocado chipotle chicken melt sandwich and specifically said no red peppers and chives/green onions with a side of chips. Also, add cucumber and spinach. Along with a cup of broccoli cheddar soup. I had to repeat my order 3 times despite speaking clear. When i got to the window, the total was not displayed. The lady did not even mention the cost before taking my credit card. She gave it back without handing me a receipt or asking if i wanted one, which i did. When my meal came out, the sides of chips and bread were not in my bag. I had to wait even longer for them to correct their mistake. I was already upset with all these inconveniences and mess ups, but even more upset I spent 18 minutes waiting for my food in the drive thru. After getting home to finally eat my food, i find another crucial mistake they made. THEY DID NOT TAKE OUT THE PEPPERS AND CHIVES. I could not even take 2 bites out of my SMALL $10 sandwich because they did not make my order correct. I spent a total of $17 for a messed up sandwich, potentially no chips and bread, and wasting 18 minutes where I can go elsewhere and be done in less than half the time it took at this location. Their food are very small portion for an expensive price; not worth it.

I have been to many other Panera Bread locations and almost always had a pleasant experience. I have been to this specific Panera Bread off Firewheel numerous occasions as well, but this is the first and worst experience I have had here. This location may have lost a loyal customer. So...