Panera Bread — Restaurant in Lubbock

I really want to like this location but I have been disappointed with the food the past several times - not the quality of ingredients and not disappointed with management in the sense that they always try and make things right. However, the staff get my order wrong every time (for the past 4 visits in a row, one of which was a to-go order online). It’s frustrating to get home and your food is wrong or items are missing. the first time my food was prepared wrong and I was given a voucher that said “let us make it right” I went through the drive through the girl wanted to argue with me about it not being for a free meal but for a free drink - (it said free pick two on one side & free drink on the other side). Anyway, so I order this meal with my “let us make it right” voucher after she stopped arguing with me and got the manager and then the order was wrong AGAIN. With the to-go we ordered bread bowls and extra bread and paid for these things- instead of telling us they didn’t have bread bowls when we picked it up and adjusting our ticket to reflect what we were actually given... or asking if we still even wanted them... they just gave us soup with no bread bowl and no extra bread (which we also paid for) and we were also supposed to get a free pastry which I mean it was free but still.... we were just very disappointed. For now we will be taking our business somewhere else and unless something changes with service/employees getting orders right we won’t be back again. And I love Panera. Also note that we were told to come in with our ticket this last time with our to-go order and talk to the manager but it’s frustrating and uncomfortable to go and deal with the whole “let’s make it right” thing over...

I ordered breakfast for my very busy staff through door dash. We ordered a dozen bagels and we were missing 4. I called to see what needs to be done for us to get the missing bagels and they did not apologize for the mistake and didn’t offer accommodations. We had to go get the bagels ourselves since they stated they could not give us a refund since we ordered through door dash. So I basically paid a delivery fee for no reason but I didn’t want 4 people at the clinic to not have breakfast. Upon getting there, the girl with the glasses was very rude( I’m assuming she is also the girl I spoke to on the phone because everyone else was friendly). She acted like she didn’t believe me and stated she was pretty sure they got everything in the order. (Why would I drive over here in the middle of a busy Friday for no reason when I wanted it delivered?) lol. Then she threw up her hands and just said give her whatever she wants again with no apology or accommodations- just a little tantrum. Look, if you can’t count, you can at least learn friendliness and accommodations. I understand mistakes happen of course but apologize and try to make it right. I’m pretty understanding but it’s not convenient for me to drive up there after paying someone else to deliver it all because you don’t know how many bagels are in 2 half dozens. Then to deal with someone acting like I was the one in the wrong was ridiculous. Maybe she was having a bad day but girl...

Wow! Just WOW!!!

How long has it been since a restaurant, particularly a chain restaurant, REALLY treated you right? I don’t know about you, but I can’t even remember! I ordered my food online and paid for it before arriving. I was 30 minutes late picking it up, and it was still nice and warm for me. 🤗 Yay!!

I was slightly disappointed when I arrived and was told that a pastry, and the four pack of cookies I had ordered were not available. They had run out, and the manager was issuing me a refund. When the manager brought me the refund, she was truly apologetic and gave me a $10 refund for my sweets. When I checked my receipt, I had only paid $9.18 originally! My money back, plus rounded up to the next dollar?! 😯 WHAT?! Amazing! Not only did she do that, but then she offered me a similar pastry, and a different four pack of cookies saying very kindly, “my treat!” ( Later, I happily discovered that I actually had gotten one of the four cookies that I had originally ordered!). They took what could’ve been a typical, disappointing experience, and wowed me! THIS, this right here is how you earn customers for life!

While Panera is a bit on the pricy side, I truly feel like I get my moneys worth. The quality of the food, and their premium ingredients are SO worth it! My lunch was absolutely delightful!

But more than anything, treating me right?...