Panera Bread — Restaurant in Leominster

If I could give a Zero star I would. This particular Panera's customer service is the worst one I ever experienced. Ordered $80 and the delivery person delivered my meal elsewhere. I called Panera calmly the first time and informed them I have not received my order. The staff member that picked up the phone not only had me repeat the order 4 times and then said rudely "I don't know who delivered it" puts me on hold and forgot I was on hold picks up as if I were a new caller. Then tells me "we are not responsible" I said ok then please tell me who is for me to call, hangs up. I called this time upset and said "who is the person that delivered my food" she again said "I don't know my manager said it's not our problem" At this point I'm highly upset and asked to speak to the manager. She hangs up. I called again the Manager picks up with an immediate attitude which got me more upset. She then tells me "you need to slow it down" because I was speaking too fast and with some volume. I am a Regional Manager in customer service and never will I have ever answered a call from a customer that way. I would first emphasize that I understand your frustration and how can I help or assist you. Had she listened and answered my question as to whom delivered my order, I wouldn't be writing a review. I would have called the correct place and went from there. She is lucky I am not the Karen kind to personally go to Panera and waste my time driving there to yell in her face.... The customer is not always right but treat them with respect initially and listen to their concern and as a manager try to resolve and not act as an unprofessional by taking it personal, yelling and hanging up. I called Grubhub and Doordash and got my answer from Doordash who did not send notifications of my delivery. Nonetheless Doordash gave me a great customer experience I did not have to yell. They know how to deescalate. Who ever oversees this manager and staff at this Panera should look into retraining on customer service skills and how to deescalate a situation. Train them on the customer initially is calling for assistance with their issue not create an unnecessary unprofessional standoff with them. It's not all Panera, this site obviously did not retain anything from Customer Service 101 trainings. The Panera in Danvers MA and Swampscott MA are A1 and very professional and clean. Thank you, not sure if I am wasting my time writing this review as well. Just wanted to make Panera aware. I'm not looking for an apology, discount of any sort or that you fire your employees as times are rough.... What I am highly recommending...

We stopped here to grab some quick dinner as we were running errands. We ordered curbside pickup through the app as we were in a hurry. We arrived a little early and clicked that we were there waiting. We ended up waiting 10 min past the time that the app said they were coming out with our order. I ended up going inside (after we were already late for what we needed to do..hence why we ordered curbside pick up) and went to where the order pickup was. The employees were all chatting and when I finally caught the attention of the one female employee I said “we ordered curbside pickup and we have been waiting 10 min longer, but I see my order right here sitting on the counter..” to which I got a VERY snotty reply of “well then you can just take it”. The same girl had given us the same type of attitude when we had dined in the restaurant a few weeks ago. Very standoffish and extremely rude/unprofessional. The point of our order was quick service, which we have done many times in the past and never had any issues. But this time was very unexpected and not a good experience. Tried to call and speak to the manager (normally not such a “Karen”) as it seems like there have been a lot of other reviews that aren’t so good, and nothing seems to have changed, but the phone just rang and no one picked up. Also, our food was cold when we were able to...

YOU HAVE LOST A CUSTOMER FOR GOOD....- Zero star if there is an option.

I and my wife have been to this place since it’s opening in Leominster...well it’s our last time today. Why? This place service and atmosphere was the main reasons we visited for so many years. Today, we saw the posting for Cold Brew ice coffee... we ordered two medium, they gave us two small ( we ordered this ice coffee every weekend with our bagels). The bagels came out so slow.... and we have to remind them for our ice coffee...this happened during our last two visited.

We asked to refill our ice coffee (it was small instead of medium), the service girl told me that’s not refillable...... she than handed me a cup for regular hot coffee, told me it’s only for today... WTF, I didn’t asked for a free hot coffee, I asked for a refill of what was sold to me, served under size....I always get them by myself until they decided to bring the chug behind the counter and you have to asked for it for a year now.

I think all the great service people they hired have left and the new hires (including the two girl s at the counter today certainly need to be fired... not trainable.

I have cut up my Panera Bread card and it’s my last visit (telling all my friends about in on FB as well).

Your store won’t last long if these services people are here and...