Panera Bread — Restaurant in Genoa Charter Township

Every time I go to this location I'm sorely reminded of the last time, when I said I'll never come here again. Over the past several months, my wife and I have come both together and on separate occasions and have received poor service every time. We've gone to buy bagels at differing times of day and often times they will be all out of everything or only have two kinds. I can understand this at 6 pm, but at 10 in the morning?

We've ordered to-go orders before using the app (and reward points) and have arrived later to find that the order hasn't been placed on the shelf. When confronted at the counter, I "don't have any rewards today". I know, that's because I used them to place an order that you neglected to make in the first place. I had to ask for a manager, and I was still treated with contempt from both employees. (Note: I've never had this experience at any other Panera.)

The final nail in the coffin is the poor service. Employees have been short with both my wife and I on multiple occasions. Echoing what some others have reported, a hand out the drive-thru window for money without so much as a "have a nice day". I was shorted about $4 on a visit and I sat at the drive-thru window for 2-3 minutes waving my arms and no one came to open the window. Finally, the girl who took my money before came back and I told her I was short changed, and she gave me my money with no apology and just slammed the window again.

I'm extremely disappointed in the entirety of this location and recommend to all of my friends that they make the drive to the Brighton location instead. I would rather make the drive there to buy bagels for events than suffer the sub-par service experienced here. Do yourself a favor and go somewhere,...

There is a giant void with online ordering and in store communication. I ordered Broccoli cheddar soup with a bread bowl (2x) and I scheduled my pickup time for nearly four hours later. The store did try to call me to let me know they didn't have the soup, or the bread bowls but most iPhones will block unknown callers. I never received any calls because of this. However, I did receive both a text and an email stating my order was complete and ready for pickup. Unfortunately it wasn't as they didn't have the ingredients. When I entered the building and went up to the counter the staff looked very overworked and short staffed. I overheard an employee saying they had been there for nearly 10 hours which is quite a long time to be prepping food and being on your feet. There were so many opportunities for Panera to avert this situation. They should have not allowed me to order a product that was out of stock. They should have immediately emailed or texted me that my order could not be placed. They should have never sent an email and a text stating my order was ready, when it wasn't. I am not angry, just disappointed that this even occurred. Corporate, management, any staff level employees, and their online ordering system need to step their game up. I am sure there is high turnover of hourly individuals who prep and hand out food who have to deal with the brunt of mistakes from lack of good online ordering implementation and subpar scheduling/staffing of...

I am so grateful for my experience with the amazing staff at this location. Today is my birthday, and I placed a doordash order at 8am for breakfast, since I woke up with terrible knee pain that kept me from being able to walk, and I didn't have anyone to help me. Over an hour later, my doordash didn't show, so I called the restaurant and asked them to please cancel the order. (Albeit, definitely more annoyed than that. I'm sorry!)

The manager that answered the phone was incredible. Not only did she listen to my teary blubbering mess (I am also going through a breakup, so crying just spontaneously happens these days) she let me know that, even the Doordash driver had picked up my order and just never delivered it, she was going to remake it and have a team member deliver it to me as well. Her kindness, empathy and understanding made me feel so valued on an otherwise really tough day. The food was delicious, as usual, and my heart + tummy are full.

Thank you for shining a light with your character into other's lives. You are an amazing example of how far human kindness can go, and I will do my best to pass it on (when I can walk again!)

PS - thank you for...