Panera Bread — Restaurant in Georgetown

I’ve been visiting this location for three years, but yesterday will mark my last visit. During these trying times of Covid & quarantine we make concerted efforts to support businesses and those that value their customer base are the ones who will make it out in the end. My experience in person and over the phone yesterday was a stark contrast to the ways I’ve been treated over the past few months, even by their next door neighbors on University Avenue.

A “lunch rush” on Saturday 9/26 at 2pm, a long line of cars and extra employees outside for “better service” and they leave out half of my order in the to-go lane. When I got home and called to notify them of my order number and the mistake, the catering manager answered the phone & she threw her peers under the bus and said “I don’t know what THEY did to screw up your order, that’s not my area, I don’t work with the drive thru.” She put me on hold for 10 minutes. Store manager picks up, “We have your sandwich you can come pick it up.” And hung up. No apologies, nothing like we’ll comp that for you we’re sorry for our mistake, we’ll throw in a $5 gift card or a cookie or something. Nothing.

I’m running errands and navigating Georgetown traffic in a shopping area on a Saturday and I don’t make it back there for 90 minutes.

I go in the store to pick up my sandwich. The worker behind the counter at the bakery has her mask on her chin. I said I was the one who called about the sandwich that was left off the order. She walked over to the register and handed me a bag from the counter. I stopped and looked at her and asked, “wait, has this been sitting out here on the counter since I called about the order?” She said, “yeah.” And nothing else. I handed it right back to her and said I wouldn’t be taking it and walked out.

First off, gross. Food contamination is a real thing. Secondly, wear a mask! Thirdly, I don’t care how busy you are, customer service and service industry is about the customer experience and this was the last straw.

And for the record, when this happened at Cane’s two doors down, the manager and window workers apologized profusely, remade my order immediately and comp’d both of the meals they forgot to give me.

Two thumbs down...

I love Panera, their food is healthy, hot and fast. Their drinks are sooooo good and I often crave the Papaya Green tea.

But tonight was such a disappointment and the reaction I got when I called to talk to a manager was even more disappointing.

I did the new rapid order online feature and sent my husband to pick up because I am feeling terrible. I ordered myself a soup, my husband a sandwich and my little on got a 12oz $10.00 MAC AND CHEESE!!! Oh and of course I needed a paypaya green tea.

He got home and did not have the drink, now I didn't mention that I had ordered one, but I figured Panera would handle it...NOPE

The overpriced Mac and Cheese was cold and again I am not feeling well, so seeing as how $15 of my $30 order was wrong or bad, I called... A girl named Brianna answered and I asked if she was a manager, she said no and put me on hold to wait for a manager, within 5 seconds someone who sounded EXACTLY like Brianna picked up and said "thank you for calling Panera" as if I had called again, I was confused so I said "hey its still me, I'm waiting for a manager and the same voice that had belonged to Brianna replied that she was the manager..."WEIRD You sound EXACTLY like Brianna" then I hear "well I'm not, how can I help you" So I go on to explain my situation and her response was less than helpful.

She told me, "The Mac and cheese comes in a 12oz container, Sorry it was cold, and your husband should have gotten you the drink himself, we don't pour drinks!"

SERIOUSLY!

So I asked for a refund, I meant on the Mac and Drink, but my husband said she may have thought I was talking about the whole order, anyway I was told they could not give me a refund and I could come in and get my mac and cheese and drink if I wanted...NO I DO NOT WANT TO COME BACK UP THERE TONIGHT!!!!

Anyway I was then told I was being "Nasty" and to call the store manager in the morning.

I am kicking myself for not getting the "Manager" that I was speaking to name. I will be calling in the morning.

I just spent 10 minutes writing this when obviously they do not care because they have 2.5 stars...ugh where did customer service go? McDonalds employees are better at customer service than...

Stood at the counter off to the side a little looking at the menu. Cashier girl seemed to have an attitude. I guess she didnt like having to wait on me. So after being rushed i ended up ordering less than i would have. I suppose people dont care about their jobs in light off kiosks and technology quickly advancing. After getting my cup for coffee I saw that none of the coffee was labeled so not sure what I got and there were no lids and the creamer was empty. After asking for what i needed i had a seat and waited for my breakfast sandwich. Time passed so finally went to the counter myself and saw my order sitting there. I asked the girl in the kitchen and confirmed it was my number. After sitting back down I found that my egg yoke was cooked all the way through after asking for over easy. All this being said my day was not brightened by this experience, but this will not hinder my decision to return once more. To the managers at Panera Bread consider your role as a leader and do not be afraid to...