Panera Bread — Restaurant in Goldsboro

I'm not new to Panera but new to Panera the way Goldsboro does Panera.

7/29/24 I ordered a pick 2 with petite chocolate chip cookies. I was told no baguettes left (I ordered soup and salad), and I didn't want chips or apples with that . I was told the petit cookies were out, so I ordered a single cookie. I get to the window, and my salad is in a white Styrofoam container with magic marker writing on the top. I opened the container, and my salad was already dressed.

I stayed at the window while the young man on the register was sweeping. He never looked up. I honked for his attention. He came over, and I asked what happened as I showed him the salad container. He asked, "what do you mean?" I kindly responded, "you recognize me, right? I come all the time, order the same thing generally, and use rewards. " He agreed. I asked, "Why is the salad in this box, and I not warned as you warned me about the baguettes being out at the the bakery an hour before closing and no petite cookies?

He let me know the salad is measured, and he doesn't know why there are no containers but the same amount of salad is stuffed in that little box. I asked him what time they closed to confirm what's going on. He confirmed 9 pm. I told him I didn't feel right spending $15 for a pick 2 that's not quite up to par. I asked him why they dressed my salad? He didn't have an answer. He then offered to refund me for the inconvenience and asked for my credit card. I gave it to him.

A second later, a manager appeared at the window in a pink shirt, and she had a bag in hand telling me she's providing me with 2 ciabatta rolls. I tell her thank you. She then whisked away from the window, no apologies, or checking in to see if we're resolved. The young man who was giving me my refund hands me my credit card back with a smirk saying sorry for the inconvenience. 48 hours later, there is no refund. Grant it, I was passing him the salad back thru the window, and he refused and said I'll refund you for the inconvenience." I thanked him because a week prior I ordered dinner plus 4 cookies because they never have petite cookies. All 4 of those cookies were burnt and hard but the young lady happily placed $9 worth of burnt cookies in my bag without my knowledge. I had to return them the next day and was not given a hard time with the replacements, thank goodness.

They simply don't care. Not only did I not get refunded in the last 48 hours as promised by the young man at the window, the manager handing me ciabatta rolls didn't resolve anything. That bread is still on the counter in my house. She didn't apologize for dressing the salad or attempt to replace the salad for one not dressed and provide the individually packaged dressing. This is unacceptable and probably the first time in multiple states I've ever experienced a Panera doing business this way. I've even had workers want to provide cold bread when I ask them to run my baguette thru the toaster one time they get an attitude. A college student at this same location gave me a hard time about running my baguette thru the toaster one time. Maybe it's this location and lack of exposure to the level of service Panera truly provides. Now that I'm actually taken the time, I should have stopped going here long ago. Maybe the baker whose shift starts at 4 am needs help, or they don't have enough help and run out of bakery items every day from inexperienced inventory counts. I have no idea, but as a service professional, do better. Also, where's my refund promised by the young man working the window 7/29 at about 8:07 pm? He's usually friendly but the blatant lie and the failure to take responsibility on the part of the manager who worked that night in the pink shirt and ponytail- she was simply moving me out of the line rather than have me park in a space and finish the task...

Placed an order on Friday 12/22/23 for a bakers dozen of bagels to pickup after church on 12/24/23 @ 11:30 AM. Pulled into the parking lot around 11:20 AM, received a notification that my order was ready. Walked in to the rapid order pickup and no items on the shelf. Walked to the counter where you would normally pickup your items if dining in, girl behind the counter was leaning up on the equipment on her cell phone not paying anyone no mind, so after a stop there for a min and said excuse me I walked to the register to ask for my order. The girl behind the counter said it should be on the shelf and I politely explained that it wasn’t and that the girl in the back was on her phone and not paying attention. She walked to the area and said it was being prepared which I replied my name on the screen show ready, and that I had received the message it was as well. The gentlemen working in the back then said oh yeah it is ready but we are out of the everything bagels as asked for and wanted to know what I wanted in exchange.

I asked why they didn’t reach out before I got there to let me know and was told they had them this morning but no longer do, and that when I placed my order when I called I should have asked for an earlier time to pickup. I replied I placed the order on Friday and was previously told to order ahead when requesting certain varieties of bagels. He said oh that they didn’t know and that they were now out and there wasn’t anything that he could do other than give me what I was missing in ones that they had.

I said I understand but what I don’t get is why you couldn’t have called or notified me or had the order packed before hand, as there system tells them what to have prepared and to hold certain items for there orders that where placed ahead. The “manager” then came out and basically said what do you want me to do about it and had an attitude during our conversation. I said to her just put two of what you have in it and that a call would have been nice as I would have made other arrangements or just cancelled the order and went elsewhere.

This is not the first time this has happened at this location, and it will be the last time we ever visit this location. The store is dirty, the staff are rude and don’t care, I’ve never seen a place that allows there employees on there cell phones while working and making orders and allow them to have headphones on with music while working. This location is not what it once was and I can see why people are...

A couple of days ago I ordered a chicken caesar salad online. Got it delivered no chicken in my salad. Called in they told me that they would remake it. Ok that was fine everyone messes up from time to time. Went to pick it up didn't look in the bag got to work to eat my lunch...NO CHICKEN AGAIN! So of course I called back in Justin was very nice apologize and offered to make it again and he would personally deliver it to me. Well after eating the same thing for the past 2 days I didn't want a salad. So I waited and went in today. Pulled up to the drive through speaker order a black tea with my rewards card told her I called in a replacement order for a chicken caesar salad. She said ok ma'am pull to the window. I got to the window got my salad looked in it and it had the chicken but none of the modifications I asked for. I just shook my head I was going to pull off because at this point I'm over it. I guess she could tell by my reaction that my order was still not right. She asked me and I told her that it wasn't right. I told her again that I called in my orered she proceeded to tell me that I should have told her that before I pulled up. She then states that you called in to them I don't hear them. (with a sarcastic attitude and tone) I wasn't going to argue with someone that is handling my food but I did tell her that I was there to pick up a replacement order that I called in when i was at the speaker. She takes the salad back and throws it in the counter and yells it's not right AGAIN!!! Another lady brought me out the right salad that was already prepared and waiting for me to pick it up. I will never come to this location again the customer service is terrible not the type of establishment I want to spend my hard...