Panera Bread — Restaurant in Lacey

First time ever eating at a Panera restaurant. My husband ordered several things and I ordered the Bacon Turkey Bravo from the kiosk and waited about 15-20 minutes since it was probably during the late lunch rush. During that time we heard a sudden outburst of profanity from what I assume was the kitchen. I was worried someone may have been injured but nothing else ever came of that. The description of my sandwich: "Oven-roasted turkey breast raised without antibiotics, Applewood-smoked bacon, smoked Gouda, emerald greens, vine-ripened tomatoes, signature sauce , salt and pepper on Tomato Basil Bread." I got my sandwich and it was a beautiful, hefty meal; however, 2 bites in and I got a big bite of what tasted like cinnamon roll spread.. My mind went to a sandwich being make on an unclean surface. I went to the counter and asked if that was an ingredient meant to be added to the top left corner of the bread crust. Disappointedly, the employees seemed to be quite unfamiliar with their own menu. I was told that it sounded gross and they'd remake the sandwich. The employee who began construction on my new sandwich then loudly announced (she had made the first sandwich) that the cinnamon topping was supposed to be on the sandwich but I had already been encouraged to throw the original sandwich away but someone else. The sandwich builder asked me what kind of bread and I told her whatever she recommended. Throughout this second waiting period, the entire cinnamon or no cinnamon continued to be debated by the employees. Other customers looked as concerned as I felt while they were also waiting for their orders. Eventually, I was handed a new sandwich and left to my husband who was waiting in the car. Much to my disappointment, the builder of my sandwich who seemed to be the authority on ingredients, made for me a sandwich on white bread with crust that couldn't even be broken away let alone bitten into, some turkey, tomato and mayonnaise. Now, I'm all in for a nice crispy crust but this crust was literally so hard that I actually thought she had accidentally left a utensil in the wrapper until I opened it. Despite the other ingredients that are meant to be the identity of the sandwich I originally ordered, were left out completely, it was the bacon that was the selling point for me though I didn't receive it on the second sandwich at all. Side note: my husband said the chili...

This evening I went to the local Panera to pick up 14 boxed lunches for a local homeless shelter. We had called earlier in the week to confirm that this location offered curbside pickup, which they assured us they did. We placed the order online (including a tip). I arrived right on time and called to let them know I was there. The person who answered the phone said they would bring them out "as soon as they were done". I said okay (their pick up window is 15 minutes, to be fair) and settled in to wait. Fifteen minutes passed. Then twenty minutes. After half an hour, I decided to call to make sure nothing had gone wrong... but no one answered the phone. I called twice more, but still no answer. I was getting pretty anxious, because I had committed to delivering these lunches by 7:45. (Also cold, because it was 39 degrees out and I'd been sitting in my car for 30-odd minutes at that point.) Finally, I realized I was gonna have to go in.

I strapped on my best mask and went into the crowded store. I asked the the person at the kiosk if my order was ready, and he stared at me blankly. "I've been waiting for half an hour, and no one answers your phone," I said. "We're really busy," he said, clearly feeling that was explanation enough. "Ohhhkay," I replied, "But I really need to drop this stuff off, and it was supposed to be ready between 7:00 and 7:15." He asked my name, conferred with some co-workers, and wandered off to the back, where he emerged with a neatly bagged and boxed order, that had obviously been ready the entire time (I don't know what the first person who answered the phone was talking about). He brought it out to my car and I tried suggesting one more time that they should really turn their phone's volume up. "We were too busy to answer the phone," he replied, and walked off.

Anyway, the point of this story is don't use Panera's catering if you have any need for curbside delivery, accurate pick-up times, or even half-hearted customer support. (I wasn't looking for an abject apology, but some acknowledgement of my extremely chilly, wasted half hour would have been nice.) I can't speak to the quality of the food, but their customer service is...

I usually come to this location for breakfast and have been for the last couple years. A couple weeks ago I had ordered something over the phone to pick up next morning. I get there and they tell me we actually don’t have your order there was miscommuncation and we didn’t see your order. I’m 7 months pregnant and it was so frustrating to get there to be told, “oh we don’t have your order.” You have my phone number, they could of called me out of courtesy. They said would you like something else? No, it’s like I want what I paid for so I asked for my money back. For the inconvenience, I wanted what I ordered for free for next time. The manager said he would do that and mail me something in the mail. It was over a week and I still didn’t get anything. I went back to the location in person and the previous manager I talked to was there but I ended up talking to a different manager.( I believe she was the regional manager)

Super rude right off the bat. I explained the situation and what had happened. She tells me oh we don’t do that for people( give out free food for next time) that’s not part of our policy. In my mind I’m like I don’t know your policy but I’m telling you what was told to me. I explained again I understand I got my money back and you offered me something else but I wanted what I paid for. I came all this way for nothing and I think having it on the house for next time is fair. She didn’t apologize or feel bad at all. As a pregnant woman I would think there would be some sympathy. I was in total shock she was a manager. Never have a had an experience with a manager so rude. I work customer service and I know how it is working with the public. I expected more and was completely disappointed. I will never come to this...