Panera Bread — Restaurant in Lewisville

My experience with panera gets progressively worse each time I go to this cafe. First I tried to order on the app but the app was not working. Next I go into the cafe to order on the kiosk. I ordered a large drink no one told me the ice machine was not working when I purchased the drink. When my order was complete I could not get my drink because the machine was down. Next when I went to the counter to get a refund after my food is ready and getting cold. There was a long line and only one staff member on register. I saw many other staff members not jumping on to help the line. When I finally get to the front I am so frustrated I just want a refund. I explain the reason I want a refund and the cashier tries to argue with me and tells me there is an ice bucket over there by the soda machine. That is disgusting I am not getting ice from a communal bucket where the ice is melting. I ask please process my refund. She did not know how to process a refund so she had to find another employee. Then after a mimute or 2 she comes back and tells me she can get me ice from the back. At this point my food is cold I have been waiting in line for 20 minutes I am so frustrated she told me to use a communal ice bucket I just calmly state I would like a refund for the $4.00 soda I bought. She runs to the back and grabs someone and my refund was finally processed. My ultimate complaint is there should have been signage at the kiosk stating the machine was down, more employees should be trained to help the long lines, and more training on registers. Everytime I go to this location I am there for at least 20 minutes...

The food tastes great if you can get it. The problem is, you can’t. There is a severe problem with their online ordering system that allows you to order items that they don’t have in stock. I have almost never received all of the items that I’ve ordered. Today I placed a “Rapid Pick-Up” order for three different soufflés. When I got to the restaurant, they told me they were completely out of stock on all three. According to the staff, their system does not update its stock quantities until 10 minutes after an item is sold. I understand the challenges of keeping electronic systems in sync with actual stock levels, but this is ridiculous. Also, if they run out of certain items so regularly, why don’t they just stock more of those items? There's no excuse for this terrible service!

Update Feb. 23, 2019: My wife and kid really wanted Panera, so against my better judgement, I returned there again after calling ahead to make sure they actually had the items I wanted. When I got there, I discovered they made me the wrong sandwich, and had to remake it while I waited. The manager happened by and asked me if he could help me. When I told him I was just waiting for my order to be corrected again, he apologized, to which I said that apologies only go so far when something has been wrong with my order every single time I’ve come here over the past several years. He told me I was being rude. I told him I was just stating facts. He told me I didn’t have to come here anymore. I agreed with him. I’m done with this place. I’ve never had problems like this at any other Panera, but this...

5/3/2019 I came through the drive through and ordered a Strawberry Poppyseed with chicken Salad. The window attendant was very bubbly and nice, got my order and off I went home and ready for my tasty fresh salad . I didn't check my order but Panera has never let me down, any store, anywhere, so . I drive home open my bag to find a salad. No dressing. No bread or side. No napkins No plastic wear. AND, some of the chicken in the salad was even still frozen. A total let down and bust. I call the store talk to the manager she says that she wrote my name and all my info including my order down in the "log they keep track of these things in" and invited me back ANYTIME I was available to get my $11.25 back. and there would be "no issues" she was "so very sorry". Last night 5/6/2019 I stopped in to get my refund which I was going to go ahead and spend on another salad and the manager told me she could not find any record of the situation and I "could take this card and call the General Manager tomorrow to work it out" Disappointing. I would bet from a marketing standpoint Panera spends well above $11.25 to get a customer and well more than that to keep one. My invoice number is 1319640 the time was 6:30 pm and I found both of those things nicely located below the following: "ACCURACY MATTERS If your order is not right let an associate know and we will fix it right away!"

Save yourself the trouble and go to Wendy's for an amazing salad, it's just a couple...