Panera Bread — Restaurant in Indian Trail

From all Paneras I’ve been to, this is the only one location that has poor customer service and poor manager. I always order the same stuff and only at this location I always have issues with my order. Kids deli turkey sandwich sounds really simple to make - just bread, turkey and cheese. I received either grilled cheese, either turkey sandwich with salad in it. Oh, and they can’t cut it in half for some reason. It’s the only Panera I’ve received any excuse for cutting my kids sandwich in half lol why, I still don’t have the true answer. Usually half of sandwich looks pretty decent half everywhere but not in this Panera. I always switch to Country Sourdough bread and their side of half sandwich is smaller than the kids size meal lol I mean, it’s like literally 1/3 of the whole sandwich. When you order the same sandwich pretty often, you expect to receive the same thing as always. Well, not here! One time ordered tuna sandwich as usual and got some chicken chipotle stuff. After that always check my order in front of the window. One time I ordered Broccoli Cheddar Soup and it was iced in the middle of the cup lol Today I received this soup liquid as water. Manager said that they will make me a new sandwich but it’s going to be exactly the same size when I was explaining to her that this is not usual half of the sandwich I receive. I’d be fine to stay with this one but she already touched it with her hands so I was agreed to receive a new one. Guess what? They gave me the same sandwich I got for the first time saying that it’s a new one lol why? Today when I came inside to solve the issue with my order again lol I heard like the girl from stuff was kinda annoyed than something is going to happen now if I’m standing with my two opened sandwiches. Manager was giving me all excuses and reasons kinda to tell me that I was wrong. I don’t know, just not my place I guess because I always have some problems with my order, stuff and...

My family has ordered from this location as well as eaten in the restaurant, prior to this location opening. Today's service was not only something I wouldn't expect to have happen in a Panera Bread, it was even brazen for our small town. I placed my order, and even marked my order as a 'contact me before substituting.' When I received my meal: a cup of broth, a box of large chocolate chip cookies, and a napkin that stated, 'Sorry, out of bread bowls.' I was so surprised, I absolutely thought my eyes were deceiving me. What was more of a surprise, was the treatment that I received when I contacted the location and asked to speak with the manager on duty. When I explained to her that I received the note, a cup of a fluid that looked like broth with pepper in it, and a box of huge cookies, she stated that they were too busy to call me and make me aware of the order 'changes made on their end.' She stated that she would 'cancel the order' so that I wouldn't be charged. Unfortunately, I was still charged, as the funds were removed from my account. I asked the manager if that was their policy, to refund the funds. Honestly, I can't say that I have frequented any restaurants in the area that we've had just 'horrible' service, where they didn't attempt to appease our family in multiple ways. At this point, we have our regular restaurants in the area, but Panera won't be one of them. Absolutely Despicable and unprofessional! When I called them once more regarding the funds from my account, the assistant manager did have a pleasant voice and tried to gain understanding into why the amount may have been deducted. At the end of the conversation, I explained to her my disdain of the manner in which the manager, Jeanette handled it. She apologized and ended the call. I certainly can't 'tell a business' how to run, but I can most assuredly review the business so that other consumers can spend their...

Poor Customer Service Experience I am writing to express my disappointment regarding a negative experience I had today at your café located at East Independence Boulevard in Indian Trail, NC (Café #601137). I am a frequent customer and usually enjoy your service, but unfortunately, this visit was very upsetting. Today, I visited your location with my family of four. When my order (#226361) was called as ready for pickup, I noticed that it was incorrect and part of the order was missing. I approached the lady, to kindly let her know about the issue. I explained that the items I received were not what I had ordered and suggested that she double-check with the gentleman who had actually taken my order at the counter. Instead of listening or trying to clarify, the lady made me feel as if I were lying, repeating several times that "the order doesn't say that," despite my insistence. Eventually, the gentleman who took my order came over and confirmed to her that I was indeed correct. However, she continued arguing with him in front of me, making the entire situation even more uncomfortable. To make matters worse, I later realized that additional items were still missing from my order, and I had to go through the same process again. The attitude and behavior I encountered today were extremely disappointing. I believe customer service should prioritize respect and resolution, not confrontation. At no point did anyone apologize for the mistake or the unpleasant treatment.

I hope Panera Bread addresses this situation appropriately and provides better training to ensure that no other customer has to experience what my family and I went through...