Panera Bread — Restaurant in Gypsum Township

Disappointing Experience at Derby Location

I recently visited the Derby Panera Bread with my family—a group of eight. While placing our order, the staff member assisting us (a woman with red hair) came across as somewhat abrasive, giving the impression that we weren’t entirely welcome. It wasn’t a major issue, but it did set a disappointing tone for the visit.

After we finished our meal, I approached the front counter to ask if they had a to-go container for soup. The same staff member handed me a clear bowl that looked more suitable for salad. I asked, “Is this for soup?” and she responded curtly with, “Your guess is as good as mine.” I was taken back by the rudeness of her reply and didn’t catch her name, though I wish I had.

Just before she returned with what appeared to be the salad bowl, I made eye contact with another staff member and we exchanged polite smiles—just a simple, courteous moment of human interaction. I’m not sure if he saw what happened next, but it was a lot to take in.

Afterward, I returned to my family, and one of them mentioned that to-go bowls were available at the pickup counter. I hadn’t seen them earlier because I was playing with my nephew for his birthday when our food was brought out. I went over and found a to-go bowl, but there were no large lids available. I asked the same staff member who had smiled at me earlier—a man with long grey hair—and he was extremely helpful and friendly, just the kind of service you hope for every time you visit.

Overall, it was a disappointing visit. I hope management will take steps to improve customer service training so future guests feel more welcome...

I usually have great experiences here; service, food quality, and speed of food preparation. However, there is a woman by the name of Ashley "Being a mom" (on her name tag) who has such a nasty attitude. She is unfit to be in customer service! Not only did she give me attitude over the drive thru monitor while taking my order, she also gave me an attitude at the window (rolling eyes, huffing her breath, angrily swiping my credit card), and then when I received my order and told her that it was wrong (I ordered a bacon and egg sandwich, NO CHEESE because I'm lactose intolerant) she told me that I was wrong and that I did not ask for no cheese on my sandwich. What?! She went back & forth with me nearly 3 times telling me I WAS WRONG, before rolling her eyes, mumbling under her breath, and walking away as I asked to speak to the Manager.

Kaye (?) The manager on duty stepped in and took over the transaction. She was polite and seemed understanding. I appreciated her calm demeanor and willingness to HELP instead of cause friction in the drive thru with customers. Ashley, needs more training and/or a new job NOT in the customer service industry. She lacks the people skills and quite frankly is extremely rude to say the least. If she doesn't clean up her act, I wouldn't be surprised to find more 1 star comments because of her OR find that she no longer is working there. Either way, she needs to learn a bit of respect, especially when dealing...

A lot of things went wrong. I think it was because the place was packed, and I totally get how tough that can make things.

It took more than twenty minutes to get our food after we ordered, and when they activated our buzzer to come get it, we had to wait up there because they were "just finishing up" the last item.

I ordered the broccoli cheddar soup and a barbecue chicken sandwich. Neither item was necessarily bad, but neither was great. It just tasted kind of bland. And for some reason the bread they added as a side for the soup was cold. Not room temperature or slightly warm, like you'd expect, but cold.

Me wife ordered the bacon mac and cheese, the grilled cheese sandwich, and a cappuccino. There was no bacon whatsoever, and the grilled cheese sandwich... wasn't. It was two non-toasted or grilled in anyway pieces of bread with what looked like a very small sprinkling of melted shredded cheese. It kinda looked like when you microwave cheese, but I have no clue what they do in the kitchen so I won't say that it was.

We shared a "muffie" and it was delightful.

Overall, it was very disappointing. I've been to other Paneras before and, while not my favorite place to eat, I did have a better time. So I probably won't write off the company as a whole, but I might for this location. At least I won't go when...