Panera Bread — Restaurant in Lexington

About 7:30 on a Saturday night April 2017 we realized we hadn't eaten and we were starving because we had an extremely busy and exhausting day. We decided we would order a Strawberry, Poppyseed Salad...(this is the very important part) WITH CHICKEN from Panera Bread! I ordered and paid for it online, and my husband went to pick it up. While he was gone the phone rang, and it was my husband. He said they couldn't find it and were going to charge him again for it. I sent him the email receipt I had received. He showed it to them and all of a sudden they found the order! Amazing! They gave it to him, and home he came. Now remember we are starving, tired, and starving! The first thing we noticed when we opened our salads were that they were really huge! The second thing I noticed was that we had two dressing containers each. That sounds like a lot, but they were 3/4 inch tall and about 11/2 inches diameter. I measured it later and there was 1 Tablespoon of dressing in each one. I thought, "Oh man! There is nothing worse than not having enough dressing!" Then I realized there WAS something worse...not having any chicken. I mentioned it to my husband and he replied that he didn't have any either, and he was going to make the 6 mile trip back to Panera Bread to get it. I thought it might be best to call first. So I called them, and this is exactly how the conversation went. PBG stands for Panera Bread Girl. PBG: Panera Bread, How may I help you? Me: We just ordered two Strawberry.... PBG: Two Strawberry Poppyseed Salads and there wasn't any chicken on them. I am so sorry. That is my fault. Me: (thinking) Well, it certainly isn't my fault, and I don't think it was my husband’s fault, unless he stopped off on the way home and ate all the chicken off the salads. (Actually saying) Right. It was very disappointing. PBG: Well, maybe you could come back tomorrow and get some. Me: (thinking) What is some, and how is that going to help us? (Actually saying) Well, that sounds great, but we are really hungry right now! PBG: Well, uh, (laughs) do you think you could come now and we will give you the chicken? Me: Yes, but I think we should also be recompensed for having to drive back. (Thinking) maybe they will offer a free meal or give us half our money back. PBG: Yes, how about a pastry? Me: (thinking) That is exactly what people who order the Strawberry Poppyseed Salad with Chicken, that is only 340 calories, want to eat. Anyone who eats this salad has to be on a diet or is a real health food person. If I was going to eat a pastry, I would not be eating the Strawberry Poppyseed Salad with Chicken, that is only 340 calories. (Actually saying) I was thinking maybe like a free meal or something. PBG: I will have to ask the manager. Me: OK About a 15 second pause PBG: We will take your name when you get here. Me: (Breaking out in a cold sweat because it reminded me of all the times my name was taken for talking in elementary school) OK. My husband will be there shortly. But could you also give us some extra salad dressing, please. PBG: Yes, I will have it ready. My husband gets in the car and heads back to PB. When he gets there they have the chicken ready. The PBG says that the manager is gone, but she will write his name down and put it on the manager's desk. The next time we come we are to tell them our name and explain what happened and they will let the manager know. I don't know if that means we get a free meal or not. I just know it raises all kinds of questions. What if we don't go back for 6 months or so? Will our name still be sitting on the manager's desk? Will the manager remember our plight? Will the same manger still be there? Will the store still be there? Will we still be here? I guess we will have to wait and see. I will keep you posted. By the way, we didn’t get our extra dressing! Sigh! PS It has been 10 months and we haven’t been back. We use to order from Panera Bread all the time. Probably won’t be going back now after reading the other reviews and seeing that nothing...

I’m being courteous with the one star here. My girlfriends and I went in this evening for soup and salad. They arrived before me, but when I got to the counter, I asked the young man for soup and a whole grain roll. I pointed to the roll, and we even had a lengthy conversation about the roll. I ordered two cookies to go and a cup of coffee. While I was waiting for my food, I found that the coffee was ice cold. I kindly asked a young lady to dispose of the coffee so I could pour a new cup. She threw the entire cup away. I asked her for a new cup and she looked at me like I was nuts. My food order was ready and my soup came with two pieces of bread. I politely asked for a roll and was given a hard roll. I asked if they could warm the roll and it was given back to me in the girls hand. Oh, and surprisingly, the soup was cold as well. I figured I’d cut my losses at this point. I asked for butter and a knife. Boy, that was also a challenge. I finally sat down with my friends. They said their food orders were wrong and not so good either. Our table was filthy dirty with dirty napkins and trash all over the floor. There were mop buckets out and caution signs on the floor. The caution sign should be at the front door! I went to the restroom and it was just as gross. The paper towels were on top of the dispenser. This wouldn’t be a big deal if the manager wasn’t in there!!! I guess she wasn’t in the mood to put the roll in the dispenser. As we left, they locked up behind us. There were other people still dining and it was 8pm!!! Do they close that early?! I will never step foot in this filthy, poorly managed, establishment ever again. EVER! I don’t know how this place is in business. Spend your money...

This past Saturday morning (September 16th) I witnessed something at Panera Bread that I haven’t experienced before. An extremely irate customer was hostile and verbally expressing her views to the manager (Rebecca) and staff. The anger and rage was apparent to all in the restaurant witnessing this uncalled for event. The manager (Rebecca) handled this unpleasant event extremely well. At no time did the manager raise her voice, while the rude customer was demeaning and talking down to her, the manager got the order corrected promptly and repeatedly apologized to the irate customer for the inconvenience. Rebecca was doing everything humanly possible she could do to please the customer. After the irate customer left the manager immediately encouraged the staff to continue there good work, to stay focused and to continue to serve there customers. Rebecca needs to be commended for her excellent leadership in handling of this matter. Panera Bread should be proud to have Rebecca apart of the company and management team. As a loyal customer I am proud of Rebecca; she’s awesome in my book!

I have been a customer of the Lexington SC Panera Bread since it opened years ago. The food has always been great and the staff courteous and professional; the staff is always helpful and customer friendly. I to have had food order(s) not prepared as requested; however, the staff has always corrected the matter promptly and they have always remained professional and courteous. That’s why I have been a customer since they opened in Lexington...