Panera Bread — Restaurant in Hanover Township

The whole time I was ordering the girl on the line who gave me my soup was laughing. The napa chicken salad sandwhich was made a complete mess and was watery. Mike the cashier gave me a free iced tea at the register so I didn't want to make that into a big issue or anything. When I got to the car I checked my food to make sure I got my order correct I noticed the cap to my soup was not secured properly and the soup had already spilled all over the inside of the bag and spilled all over me. I went home, took my shirt that was full of soup off, ate my food, and then called Panera to explain what happened. I told them I ate my food and was full and satisfied (trying not to be a difficult customer) I told them that the cap to the soup was not put on properly and they should really be more careful with hot soup but I don't need a voucher or anything I just wanted to let them know. The assistant manager Jeff asked me if I would like to come in for another soup so right before they closed I came to pick up my soup. Sounds easy enough right? Wrong. I go up to the girl at the line with brown hair and big eyebrows (Jeff later told me her name is Alyssa) and told her Jeff said I can come in and get another soup. She told me that she gave me the right soup the black bean soup and I ask her "what are you talking about?" She told me she knows she gave me the right soup and I tell her yes, but you didn't put the top on right and it spilled all over the inside of the bag and all over me and I only ate half of it. She said "oh I'm sorry that that happened to you are you okay" in an extremely fake tone of voice. I told her that I was because I was wearing long sleeves but that it got all over me, my clothes, and the bag. She's like "well I'm really sorry that happened to you" while she's smiling it was very condescending. A girl next to her gave me a black bean soup. I just ate black bean soup so I don't want another one. I told them idw black bean I just had some I want creamy tomato and they just tried to hand me the soup with no bag. I asked if they could put it in a bag with bread and they told me they threw out all the bread already, I told them that's fine just put it in a bag and give me some croutons. She gave me a cup with three croutons in a whole soup cup so I asked for more crouton and she gave me a soup cup full to the top with croutons. What is the girls issue and why is she treating me so disrespectfully and rude? It's like I was pulling teeth, just give me my soup and I'll leave it's not hard. I asked her why she's being rude and asking me 99 questions just give me my soup. I told her to just do her job right and everything will be okay. The other girl next to her on the line yelled at me that she is doing her job right. I told her if she was doing her job right I wouldn't be here to begin with, they would have given me the soup in a bag with croutons to begin with, not just 3 of them and make it out to be such a big deal to give me my soup properly. If Alyssa was doing her job right I wouldn't have had to be there in the first place or have to wash my shirt covered in soup. Usually I'm a pretty laid back person I try to let tings go but once crossed I get sassy so I told her "'I'm sorry you're mad that you only make $10.00 an hour but that's not my problem." The assistant manager Jeff, instead of reprimanding the employee asked me to leave. I started crying and he asked me not to make a scene and leave. It's unbelievable, unprofessional, rude, and disrespectful. I'm a paying customer and all I wanted to do was get my soup and sandwhich and instead I ended up in tears. The girl had me answer 99 questions, wasn't bothered in the slightest that hot soup spilled on me and I could have been injured and was rude to me while I was the victim just trying to come pick up what was offered to me. They should have offered me a free cookie or pastry or something and instead they asked me to leave the store (assistant manager Jeff) Even while I was explaining soup spilled on me she sat there saying "mhm" with a huge smirk...

I'm changing my review. In the past I had given high Mark's to this Panera location, but not any more. I'm very frustrated with them. On several occasions they have forgotten parts of the order or messed the order up in some other way. On several occasions we have called and complained. We have called corporate more than once in regards to the quality of the order. Unfortunately they happen to be conveniently located so we been grudgingly forgiving.

However, today the app didn't work so I decided to go through the drive through. I had a previous order screen shot ready and read them exactly what I wanted. Two half Thai chicken salads with extra dressings and bread, and a third full salad of a different type. I repeated TWO Thai half salads and ask them to read it back. They did correctly. When at the window she handed me a large bag and I double checked. TWO half Thai salads? YES she said. I drove away, stopped, looked in the bag. There was a lot of stuff in it. I didn't want to unpack it all in my front seat. It looked good to go. I got home and learned there was only the one half Thai chicken salad. Rrrrrr....I checked the receipt. Only the one Thai half chicken salad listed. They didn't charge me extra and I mabye should have unpacked it all and checked, but the point is I ordered carefully, they took my order, and then they messed up badly. Missed 1/3 of the whole order. It's not my job to run the pass. Its thier job to assure quality. I got back in my car and went to the Panera in the other location, had to wait inside which is not cool, but they were friendly, accurate and far quicker than the drive through Panera had been. They even apologized for the poor quality of the other Panera. And the food was excellent. Then, while eating lunch. My wife makes a grossed out sound. I look and her salad from the problem Panera (the one on Irving Park and 59 in Streamwood Il) has a large lettuce heal in it. I took a picture. Then my daughter found one in hers too.

You know, this kind of stuff makes me mad. We are happy to spend money and support local restaurants during this time. We know things are topsy turvy. But there is no excuse for this. And as I said it's hardly the first time. I am very disappointed with that location.

I want to say though that the Panera near Schaumburg road and Barrington road was great. That's the one in Schaumburg. The food was great, the service was great. The difference between the two was night and day. Wish they had a drive through. After this, I think I might go there from now on even if I have to drive the extra 3 miles...

Update: Thank you Mary (manager) for promptly taking care of my concern & to be able to listen & clarify it. I appreciate it! I will definitely try again going to Panera Bread.

I work near that area & lately was stopping by to buy my lunch by the Drive-thru. One of the days I went to get my lunch, the cashier (Emily) rolled the eyes & in a bad actitud asked me what's up when I asked for my receipt. I asked her if she had a problem with that, so she says no. I thought about doing a review that day but I decided not too. On December 2 at 11:37:56 am I went for lunch & this time the server asked if I wanted the receipt, which I said yes. When I got my lunch it was in a wet an used bag. After paying I asked the server (while the cashier Emily was inside & the ticket had her name-order#:1343444) WHY the bag was wet & all wrinkled, the server says it's just water, why? Do you want a new one? Which I responded, it's okay & left (wasn't able to eat my lunch because after paying $11.40. If you see the pictures clearly was an used bag, and not just that it was very wet.... Why do I want to take my lunch in an a wet obviously used paper bag? I put one star to be able to write the review, but to me this pkace, thanks to this disrespectful young lady have 0. Please, train your employees to be friendly & treat people in a respectful matter, if they are having a bad day should stay home. I'm always in rush to get my lunch, as a teacher I only get 45 minutes, and if I ask for my receipt it's because it's my right. I do not recommended this restaurant at all! I'm not able to attached pictures here, but I was able to do it in Trip Adviso, you will there the wet & used paper...