Panera Bread — Restaurant in Hollywood

This was the worst experience I ever had. I placed my order at the front I ordered a sandwich and a bowl of soup then added a cup of soup and two cookies. She repeated my order so I didn't think to look at the receipt to see if it was right. I then move to the back to get my order, there was a girl preparing cups of soup. There was about 6 people ahead of me so I kindly asked her not to prepare my soup in advance because they haven't made my sandwich, her and the other girl starts speaking Spanish to each other then laugh and the girl making the soups walks away. The other girl that she was talking to might be a lead or supervisor, she says to me you don't want her to make your soup now I said no because I don't want it cold because I have a 10 min drive and they have now started my sandwich she just laugh and continued what she was doing. My order comes up she puts a cup of the previously prepared soup in the bag I look inside and ask where is my bowl of soup she says that's all you ordered I said that's not all I ordered. I look at my receipt and see she didn't put the bowl of soup. I go back to tell her she didn't ring up my bowl of soup she was nice about it and I asked her could she take the cup of soup back and make me a fresh cup with the bowl and she said yes. When I get to the back the same rude girl starts speaking Spanish to the girl making my cup of soup and handed her a bowl that was already made on the counter, I kindly told her that I didn't want it. The manager over hears the conversation I explained to him everything that happened but she was so rude and over talking the manager that he had to move her out of the way even shoving bread in between our face while we were talking. This behavior is unacceptable and horrible customer service. I will not be returning to...

Edit: after reading some reviews, this is an ongoing problem with staff which is just a reflection on the management team that runs the store. If employees are not trained properly or reprimanded for their actions, then 100% of the blame is the management team that allows this behavior to happen or continue to happen.

Placed a take out order, went to pick up counter. There was 3 people working in prep area, I was just standing waiting to be acknowledged while they were laughing and talking about what they did the night before, no other customers was at take out counter. I finally interrupted them after a minute or 2 which is a long time for just standing there and asked if they had an order ready. You can see they were annoyed that I asked about an order I placed (2 coffee and 2 pastries). and they said if it’s not on the counter, it’s not ready. I then said, I ordered online 20 minutes ago it’s just coffee and pastries. As another employee walked by they heard me and what do you know it was on the counter inside the work area. I’m a very laid back and happy person and huge on customer service especially in the hospitality field. But when your are not acknowledged and then dismissive by employees because they are busy gossiping… Not cool! As I walked out I did as for a mgr and front cashier was very nice and said I believe they are on a call and I just made a comment about customer service and that the prep area needs to be more attentive to customers instead of gossiping. As I was walking out one the employees that was at the prep counter asked what I was saying about them. I just smiled and said customer service goes a long away...

Went in around 8pm. Wasn't overly busy. No one else was in front of me ordering. Went to wait for my food since it was to go. As I was waiting I witnessed what is possibly the least professional exchange of pertinent information between workers. They were out of turkey. "Go ask this guest what kind of meat they want- no wait we have it!" After the employee already returns with a substitute order. Constant calling back and forth of problems in front of other customers waiting. And it took over 15 minutes for my order to come out- soup and a chipotle chicken avocado sandwich. Which is pictured with my review. And has very little anything on it aside from bread. I've been to many a Panera in my life. This is by far the least consistent and horribly trained staff I've seen. I do realize the location is "new" but it's been open over a month. Plenty of time to correct training issues.

Update 9/20/25 It’s somehow gotten even worse. I decided to give it another shot since it’s been a few years. It was dead inside. The woman at the counter wasn’t patient enough to wait while I decided what to order. They were out of half the things I wanted, including the espresso maker being down. When I did order, an extra drink was added to my receipt and the cashier woman wanted to argue that it was the single drink I ordered. She didn’t even read the thing before telling me I was wrong. I got a refund and walked out and went to Froots. Far better service and a way...