Panera Bread — Restaurant in Harrisonburg

To be fair, I don't write reviews very often, and overall I love Panera. Unfortunately, this particular Panera location has provided consistently poor experiences for me, so I felt the need to share.

Last week, I placed an online pickup order for two salads: a standard greek salad and a green goddess cobb salad with chicken. The cobb salad had slight customizations for dressing and an added veggie, but nothing crazy. We picked up the order no problem, but neglected to verify that the food was correct. When we got home, we found that the cobb salad had none of the customizations placed online (wrong dressing, no added veggie) AND was missing the chopped bacon and avocado, which are standard ingredients for that salad. We were so disappointed that we actually intended to drive back and get the salad fixed, but found that the Panera had closed for the evening (we picked up the order at 8:22 and it closed at 8:30).

Is this the end of the world? Heck no. But this isn't this first time that this has happened with this particular Panera. Another time, we placed an online order and used a coupon for a free baked good (that Panera had given us after they messed up a different order) and not only were we charged for the baked good (???) but they forgot to give us the baked good in the bag. The first few times these things happened I assumed I had mistyped something when placing my order, but when I check against the receipt I can see that the order is correct, which means someone just isn't reading fully or accurately.

As I mentioned above, I do like Panera overall, but they've raised their prices over the past few years, so it's important to me that my order is 1) correct, and 2), fresh. This is the case at most Paneras I go to, but this Panera has repeatedly gotten my orders wrong and provided food that is mediocre at best. It's in a busy area so it's often slammed with customers, but especially when I'm ordering online, I know that what I'm asking for is being sent along - someone just has to read...

Worst service ever. I ordered soup, just soup from this Panera at 6:20 pm through online delivery, and after an hour and 40 minutes it never arrived. I called Panera headquarters because after trying the Harrisonburg number 5 times, they never answered any call. 2 hours later, my order finally arrived. The man from Panera Headquarters told me to discuss refunds with my delivery person. When I did, they were very hesitant and did not give me one. She told me to ask the manager, but how am I supposed to do that when they don't answer my calls??? After finally getting my order, I open the soup and it isn't even the soup I ordered. I go to take a bite and I pull a HAIR out of it. I will gladly be taking my business elsewhere from now on. Harrisonburg has so many options PLEASE eat anywhere else before you choose this. I have never been treated so poorly and felt so disrespected by Panera. If I could give this rating zero...

I ordered food for delivery at 6:30. At 8:00, I call to see if my food is on the way. I had to call the store twice and my driver three times until I got an answer, which was: they had not even started making my order. It arrived at 8:30 (two hours after I ordered and one hour after I was told it would arrive). Additionally, I called in to the store again and asked for a discount, as half my order was not available due to the delay of my order, and the manager only offered me a measly 15% discount (which is not a lot compared to an HOUR delay) and then hung up on me in the middle of my sentence. The food showed up and half the food was squished or lacking of stuff. The customer service is ridiculous, and I will not be ordering for a while. The delivery driver was very apologetic, even though it was not his fault at all. It seems he was the only one who has a sense of...