Panera Bread — Restaurant in Hemlock Township

THE WORST EXPERIENCE IN A RESTAURANT EVER!!!!!!If I could give this store a negative 5 stars, I would. My friend and I are in grad school at Bloomsburg and stopped in at this store on 11/12/18. We both placed orders through the kiosk. There was 1 person in front of us, it took them 25 minutes to prepare our food. We both ordered 1/2 a sandwich , chips , water and soup. When we did get our order, mine only had soup, no sandwich ,no chips, no crackers, no spoon. Good think I looked in my bag before I left. I told the woman behind the counter that she didn't put the sandwich or chips in my bag. She said, oh, I put the 1/2 sandwich in her bag. There is no way she could have known we were together because I went to the bathroom and didn't wait with my friend. She didn't offer to resolve anything, just looked at me with a rude, numb look on her face. I handed the orders to her, and told her to fix the order, as the receipt states. She still stood there acting like she had no clue what to do. Finally, a man came over and said he would put the sandwiches in separate containers, and he was very rude and acted like it required a huge effort to fix the order that they totally screwed up. I then had to remind them to put the chips in the bag, again. I told him that I was very unhappy with the service, and we would not be back. He did not apologize, or say anything, just had a sour look on his face. Last but not least, when we got to class and my friend opened her onion soup, it was onion broth, no croutons or cheese, just onion broth ,a poorly made sandwich, and extremely slow,rude incompetent servers for $15.64. I will never go to another Panera bread as long as I live. I intend to put this on YELP, FB and twitter, because when I called to ask to speak with a manager, I pressed the option for a manager, and it just cut me off. Do not go...

UPDATE: I called the store next morning and the staff had wonderful customer service and refunded my sandwich and bagel. I raised my star ratings since the overall situation wasn’t great but morning staff customer service made up for it.

I put in an order on the Panera app. It wasn’t too hard: Bacon Turkey Bravo -customized- Swap the Tomato basil bread for Artisan Ciabatta, no tomatoes, and swap the signature sauce for country mustard. Add Black Forest ham and arugula. They didn’t swap the bread or sauce.

I also ordered a cinnamon crunch bagel but didn’t receive it. I used the app to say I didn’t get the bagel and then when I tried to use the app to report that my sandwich was made wrong, it wouldn’t let me (I tried several times). I tried calling 3 times and no one would pick up the phone (it was 20 till close and not a difficult correction at all). That’s not good customer service.

Answer the phone.

I’m not going to freak over the sandwich or bagel, but when a customer is trying to get it settled, the business needs to answer the phone. To top it off, the app experience needs improvement. The app doesn’t say I’m refunded, it leaves it for the customer to try and figure out. It’s a couple bucks for my missing bagel, no biggie. But if it was a larger issue, how would I know it’s refunded? Instead the app said, “here’s a $3 coupon to use within 30 days”… I don’t eat here often (once every 4-6 months) so that’s not doing me any good...

By far our worst Panera experience. We walked in and about 5 staff looked up at us then went straight back to work. No “good morning, hello” nothing. We were unsure where to order, there are kiosks but we wanted to order with a person so we went to the counter where staff just continued walking past without acknowledging us. We were traveling from Pittsburgh to Boston and we didn’t want to go searching for another food place so we waited. Then another customer walked up to the counter and a staff person immediately waited on her......wait....what?

We brushed it off, I ordered my half sandwich and went to the bathroom, my sandwich was, half cheese, tomato, lettuce and mayo on baguette. My husband said when I went to the bathroom the woman was still trying to figure out my order and got all worked up and nervous about it . My husband ordered egg and ham sandwich on sourdough.

The guy called our name then promptly turned his back and walked away!

After getting in the car to eat our final insult was my husbands sandwich and knowing we paid almost $12 for 2 half sandwiches only. The photo we took of my husbands sandwich was pitiful.

I had just introduced my husband to Panera this was his second and probably last visit.

To the owner: Please do something about your miserable staff, not one friendly face...