Panera Bread — Restaurant in Georgia

We ordered online. Alonzo, who I later learned is the manager, greeted us as we walked up to the counter and asked how he could help. I told him I had a pick up order and I gave him my name. He said they were out of broccoli cheddar soup, but I could have tomato or one of two chicken soups. I thought about what to say and asked if I could get a salad instead and he said no because salads are a different price point than soup. I was shocked. I said I’d take a refund instead and he said fine. I was angry and said I’d be going hungry by doing this and since it was close to closing time, everything else is closed. He still just insisted on a refund. I took my refund, which actually was more than what I paid for just the soup once I looked back at my order. I had to ask for my drink, which was also out of stock. Since when does Panera not offer unsweetened ice tea??? I ordered something else in the meantime online, still upset. While I waited, I looked at the online pricing and sure enough, the salad was the exact same price as the soup. I walked up to wait for my food and Alonzo was on the phone while handling food and fulfilling orders. He asked what I needed and I said I placed another order. He fulfilled a few orders and then handed me my sandwich, while he was still on the phone. I asked him to look at the Panera app showing the price of a salad was the same as the soup. I said I understood I didn’t specify which salad I wanted, but I had stated I don’t eat chicken, so he must have known the price points were similar. He said the company must have changed the price. Then he accused me of trying to order differently using the you pick two option, but our original order was a you pick two as well, so I explained that. While he then apologized, he stuck to the same “you’re not getting a salad in place of soup” attitude instead of admitting he should have just understood when a customer asks for a replacement item that’s literally $4.99 that they’re not trying to get something expensive for free or at a discount. A side salad is the cheapest item on the menu along with a cup of soup. Of the manager doesn’t know that, that’s a problem. The way I was treated was wrong. I explained my food allergies and the time of night being an issue for me to go and find alternative food. He shouldn’t have made my family and dogs wait in the car all that time and shouldn’t have treated me like I was stealing because I asked for a side salad when the soup I ordered was sold out. Alfonzo was the only person I spoke to or dealt with at this location in regard to my order to be clear. I feel bad the other employees have to deal with someone’s 1 star review over their manager’s behavior. While he tried to stay calm and did apologize, he turned a quick pick up into a half hour stop and absolutely refused to budge on the fact he was wrong from the moment I gently asked if I could have a salad instead of an alternative soup none of us would have eaten. I left angry. Also, the Mediterranean sandwich is disgusting!!!

I’m not thrilled with the menu changes as it is because I can’t have tomatoes and don’t eat meat. I’m not supposed to have bread with diabetes. I’m very limited on what I can eat at Panera and the menu changes leave very few options for me. After this experience, I have to wonder if I should just not let this be the one stop we always make along our 12 hour drive through Atlanta. I usually don’t stop at this particular location, but all of them have left me feeling I’m not satisfied with the options. Especially now that they don’t offer a single drink safe for diabetics. Maybe my wallet will thank Alonzo for the encounter last night as I think I’m just done with...

I'm willing to give a place a pass these days for slightly slow service, but even for a Panera this place takes the cake for some bad employees and terrible service/wait times.

The other reviews aren't lying. If you go through the drive-thru, chances are you'll be waiting 15-20+ minutes for your order even if they aren't that busy inside. I've waited in the drive-thru with no cars in the parking lot and the dining room empty for close to 25 minutes for two sandwiches and a side order. Sure, they may be making pick-up orders too, but there needs to be a priority system for drive-thru and some pep in their step. Anything over 10 minutes to prep sandwiches is ridiculous.

This location also seems to run out of a lot of food, more so than other locations. I get that a lot of businesses are being hit with supply chain problems, but this spot takes the cake. For instance, as of yesterday they were out of ALL flatbreads and ALL salads according to the app. How does that even happen?

And the staff isn't exactly a redeeming quality of this spot either. Many of them don't really care, plain and simple. Orders are constantly incorrect, whether you order through the drive-thru or a to-go order. One time I ordered a side of broccoli mac and cheese and a summer corn soup...I received only a bowl of broccoli cheddar soup, which I didn't even order. Another time we ordered a to-go order of two sandwiches and two sides and the only correct items were the sides. I've also had instances of not being greeted in the drive-thru and having to initiate the conversation after sitting for a couple of minutes. Or, worse, being greeted but then ignored for minutes when you place your order, just to be met with: "I didn't get any of that, can you repeat it."

The icing on the cake, and the reason why we'll never be back, was an incident just yesterday. Again, a to-go order was placed, picked up and was missing a side order. When called and told of the problem, the employee answered with "Interesting. What do you want us to do?" As if that's a proper response for their screw-up, not leading with an apology. When asked it it could be delivered to us, the employee answered, "No. We only use delivery services, so we can't do that." When asked for a refund instead, the employee asked for our name and said, "OK, we'll take care of it." When asked for proof of the refund, the employee answered, "I can't do the refund, but it'll be done soon." Cool, glad I now have the task of constantly checking over the next 3-10 days to make sure I was refunded for an overpriced side item.

This place literally just opened a few months ago and already is suffering from these systemic types of problems, seemingly from management that isn't properly overseeing operations. We were happy to hear a Panera was opening nearby, but due to the issues experienced we'll be taking our business elsewhere.

UPDATE: 9 months later, and we're still waiting for...

Ordered rapid pick up. Waited 30 minutes and perhaps more as I’m still waiting. Update: The workers served it off the screen and I received the email saying it was ready when it was not. I waited another five minutes when we asked again. And finally our food was handed to us and we were told to have a nice day….except they forgot the soup. And when we asked, “Oh yeah because we’re out of French Onion so we just didn’t put it in there.” So instead of telling me and offering to swap they were going to let me walk out empty handed. So I wound up swapping the soup. Ok, that’s fine. But my coffee that I paid extra for to have syrup I w want made. They said it’s self service since it’s a hot coffee. I tried to explain that I paid extra for the syrup and they still told me to go up front. So I do and make my own coffee and have to approach the front counter worked and ask again for the flavor syrup that I paid for. She said they don’t do it up front but she’s go ask, she brought the bottle and was helpful. Then we have the issue of my boyfriends iced coffee, which they also said is self service despite add ons. We had to walk around the counter Six times to get all of our order.

And when we finally get our food it’s just terrible. The soup was like warm at best, my boyfriends 11$ sandwich was on the wrong kind of bread and dry.

I have never had such a bad experience at my local Panera in Austell. I don’t know what the issue was, or why no one was willing to communicate but I will not be returning to this location and will warn others as well. A...