Panera Bread — Restaurant in Leland

Normally I would not complain in a review but I feel at this point it is the only way I feel heard. I work in the customer service industry so I know what customer service should look like and what to expect from certain places. (E.g. I don't expect great service or food from Mc'donalds, I expect quick and convenient.) My expectations of a Panera are fairly straight forward. Healthy food, mid range prices, and decent customer service, especially when it comes to assisting with complaints. They not only messed up with one of those expectations but with the more important one to me personally, Customer service. I placed my order on their app for a large BBQ chicken mac and cheese. all is well until the driver delivers my food and leaves. I look into my bag and I pull out the BBQ mac and cheese only to discover...there is only mac and cheese, no chicken , no BBQ no toppings of any kind to be found or mixed in. We are all human, we make mistakes I get it, So I head through the app to see if there was a feedback section ( there isn't). I look on their site (there isn't). I literally have to google how to leave feedback and find a website that posts information about their surveys but does not actually allow you to leave one. I only try this as I was not able to reach my local Panera from whence I ordered after making 5 attempts to call in. So now not only is my food not right but now I am fuming because it can not be corrected and I can not reach anyone short of actually showing up there which defeats the whole point of having my food delivered in the first place. I make my 6th attempt and finally manage to have someone answer the phone. I try to remain calm as I am still fairly annoyed by this whole situation and inform them of my incorrect food item to which they did not apologize for at all but simply went straight to "would you want to come in so we can remake it for you?" Now I am a bit upset but still mostly calm. I state "No, I want you guys to make it and deliver it to me like I had originally requested in the first place!" Then to make matters worse she tries to place the blame on Door dash......I then state rather bluntly "Door dash isn't the one who made the food incorrectly, you did, they just delivered your mistake. it is not their job to inspect my order to ensure it's correctness that would be your job. " I then ask to speak with a manager at this point as it is clear this person does not either care nor has the skills to handle a scenario of this nature. To which she replies I am a manager. My heart sinks to my stomach as it dawns on me that this company does not care for its customers in the slightest. I at this point gave up and stated calmly once more "No, thank you, it is fine I am just never eating at your establishment again have a good day" I refuse to support a company that has no method of feedback nor hires/trains employees with such terrible Customer service skills. Nor do they care to correct it. Because they are large and my complaint is merely a drop in the bucket. Meanwhile they take money for services still not rendered. Which leads me to this one star review, I wish I could give minus stars because this was just so ridiculous. Thank you for reading my complaint and hope it does not fall...

When I placed my order I asked for shredded cheddar cheese to be placed on top of my turkey chili. When I went to the pick up area inside the restaurant there was no cheese on top of the chili so I asked them to put it on it. I was told that I did not pay for cheese to be placed on top of the chili. Therefore I showed them my receipt which indeed showed where I had been charged for the cheese. The short haired blonde bigger woman in the back with gauges in her ear got an attitude with me and threw a big slice of cheese in a cup and said "NEXT TIME YOU NEED MAKE SURE YOU PAY FOR THE CHEESE". First of all my receipt indeed shows where I paid for cheese to be placed on the chili and second I ordered cheese and its not my responsibility to go behind the counter and type in the order myself. Mistakes happen but the attitude that she had was unnecessary. This is the second time that this location has messed up my order. One night I ordered two chicken frontega sandwiches but they put one of them on a bread that I did not ask for. I called and they said that they ran out of the bread I wanted. Its totally fine to run out of something but at least ask me what I want it to be substituted for. I love Panera but this location needs to work on their employees...

I placed an order on 12/12/22 For pick up 12/21/22 @ 7:15am. I received an email at 7:01 am saying my order was ready for pick up. At 7:07 am they had just received the order according to them. When I tried to ask how long it would actually take? (had to have it back in time for my employees before they left on their routes) Felicia the angry woman behind the counter started yelling "I ain't the one" "I ain't your momma or your daddy" "I just got back from being sick" Then accused me of trying to come behind the counter. Another employee told her to stop that it was enough. Jeremy her manager came out and acted like he had to protect her from me. It was definitely the other way around. Not once did he tell her to stop.

If you continue to employee people who do not know how to conduct themselves in a place of business...you will have no business ! I am new to the area. I have a team of employees and this was my first time with Panera Leland, NC. I WILL NEVER USE THEM AGAIN! It is a shame . I have always loved Panera and the service they provide. Ruined by one nasty employee !

McDonald's was kind enough to save the day for my employees. There is still good in this world. Just not at Panera...