Panera Bread — Restaurant in Madison Township

Becky the assistant manager does not care about the customers. At about 6:15pm I ordered a baguette and a strawberry banana smoothie online for pickup. Both showing as available in the app. After waiting in the drive through line for 10 minutes I pull up to the window and I am informed. They are out of bananas and they can’t sell me a baguette because they’re running low. I ask for a refund. I wait another 5 minutes to pull around to the window. The assistant manager Becky explains and tells me she will have to request the refund through a different department because I paid with a gift card. I said okay do it. I asked if maybe she would give me a small piece of a baguette to make up for the inconvenience. She offers to give me a small tear and no refund but not both!! I paid over $4 and she thinks I’m going to take 15% of what I ordered for the full price. By the time we’re talking I open the app and all the sudden baguette says “sold out”. I asked what their process is for updating the app since now it says sold out and she plays dumb like she can’t mark it like that or it wipes out all the baguette options but that’s an obvious lie since just the full baguette all the sudden shows as unavailable. She has absolutely no sympathy for me and doesn’t care about her customer. She offered store credit but there’s no way I’m coming back to this location after how they treat their customers. I get Panera breakfast 3-4 times a week and once a week for lunch spending over $100 a week there. Luckily not that location. Becky does not care if I come back or what my experience was. Go...

Each visit to this location is as frustrating as the previous one. The Fetching Mrs. Rat, daughter Rat and I come here 1-2 times a week, Sunday morning and Wednesday evening. One constant, THE COFFEE IS NEVER HOT! Everytime, we have to ask them to bring out new coffee. It seems after 6:30 pm, the food selection is sparse. A couple of weeks ago, I ordered a "Pick Two" sandwich and salad. I ordered the half sizes. I was charged for the full size salad and sandwich. There was no pick two discount. I didn't realize this until after taking my order back to the table and TFMR commenting that the sandwich and salad looked big. Last Sunday (3/5/17) may have been the final visit. The three of us walked in with no one ahead of us. There were three staff standing by the register, not one of them greeted us. One of the girls kept coughing into her arm. She never washed her hands. After ordering three coffees and three pastries they gave us the pastries in one paper bag. We previously told the girl that we were dining in. The three pastries were, cherry danish, shortbread, and a pecan log. Since the cherry danish hand cherries on it, the shortbread and the pecan log had cherries on them due to the close quarters in the bag. Oh! Guess what! THE COFFEE WAS NOT HOT! Yes, we had to ask them to bring out more coffee. One other thing, the girl who was coughing into her arm, coughed over the pastry trays. Yes, it was nasty. I again realize that this is in Canal and the only other options are fast food, but that should not be a reason to rest on...

The usual morning drive-thru cashier is super friendly and courteous, and recognizes when the wait is long and will apologize for it. No big deal most of the time. We just moved here about 6 months ago and today is the first day I've dined in at this location. Long time fan of Panera - at least the other locations. 4 people made eye contact with me while standing at the counter, 2 of the 4 at least looked busy putting items into a to go back for drive thru, but did not even verbally acknowledge me to let me know they saw me and would be right with me. The manager came around the corner, seemed surprised I was standing there, and told one of the 4 employees standing there to help me. The gentleman was off-putting. Seemed to have no attention span, don't know who's mistake it was, but my order was made to go - again, no big deal, but adds to the overall complacency I sense from this store. When I corrected the lady who had made my order, she was mute and seemed in a hurry to get me to go away. I'm 22 years old, don't think I'm necessarily "threatening" or "rude" to my service staff, so I don't get why I was treated that way. My free birthday cookie was over-baked (again, on its own, not a big deal at all, just adds to the disappointment). Finally, when I went to put my tray up, the dish basin was overflowing with dishes that looked like they probably hadn't been touched all day - have NEVER been to a Panera where that's happened....