Panera Bread — Restaurant in Madison

I came in the drive-thru an hour before close, which would understandably be when everyone is ready to go home and hoping nobody else shows up, but that was not the attitude of the employees I interacted with whatsoever! The young lady (whose name I didn't catch) was so genuinely sweet, and after taking my payment, Jake very deliberately stopped to look me in the eyes, smile, and thank me. These employees are golden (the experience really stood out so much) and their mac & cheese and frozen caramel drinks (and lattes..and bagels) are delicious! (@management: give the night shift employees from 3/25/18 a high five, they deserve it!)

Lemme update and add to this review. Yall. I have come in a couple times alone with my one year old, and going alone with her anywhere is usually quite the unfortunate experience, but THESE EMPLOYEES. I’m tellin’ you, they are GOLDEN every time. Before we even were looking for a seat, they were offering to carry a high chair to us. No need to wait with a buzzer to pick up our food, they immediately took it and brought the food out themselves. Kiddo was upset I was feeding myself between her bites, they saw and brought her out a complimentary dinner roll so she could feed herself with that between the bites of macaroni I was giving her. They cleared our dishes for us and when she got fussy over me giving back her spoon, they even offered her a to-go spoon haha (no need, I told them she’d forget about it in two seconds and she did) but WOW. There was even a young lady offering little bags of pastries that I’m sure were going out of date so they had to get rid of them or dump them, but STILL. I’ve worked places that were so greedy, they would NEVER give things out like that because they wouldn’t want people to expect free things and would much rather them feel pressure to buy! This location always wows me. Like, step aside Chick-fil-A, you’ve got some competition in Madison, (and we all know that’s saying a lot)! I honestly always leave here amazed. Now that I’m thinking back on my Madison Panera experiences, I recall coming to get bagels for the night-shift hospital nurses one time, and since it was late and they had a bunch left, they threw in MULTIPLE bagels for free! Don’t go try and take advantage of them with that info, I just say it to say WOW. Wow wow wow. I LOVE this Panera. Best...

It was a mistake to come here for lunch. My husband and I placed an online order. We came to pick it up & drove straight home to eat. When we made it home we realized they forgot my husband's order - his sandwich was missing. Sooo I call the store, speak to the manager and ask him if there's anything we can do. He tells me he can replace the sandwich, and asks what it was. I tell him I ordered an Italian sandwich - he says ok, asks when i'd like it made, says sorry about the trouble and hangs up. I didn't get a chance to tell him my name and he didn't ask. Sooo now after driving back to panera, my husband goes inside and tells the girl at the register what happened. Instead of helping with his order, she just replies, "yeah, uh huh." The manager was there however, ready with my husbands sandwich. He gives him the sandwich and a free cookie, so it seems all good. He gets to the car and realizes it's the most pathetic sandwich he's ever seen. It looks like they tore apart a dinner roll instead of using the normal bread, it was tiny. It was super greasy, and there was feta cheese ?? I'm not sure what kind of Italian they made, but this sandwich was a joke - my husband didn't even eat it bc it was so terrible. I love Panera but we will be avoiding this location...

I am beyond disappointed and frustrated at this point. We went to this location yesterday for a late lunch. Pulled up to the drive thru, there were no cars there in the drive thru or really in the parking lot this is around 2:30PM. The cashier sighed loudly through the speaker, clearly she did not want to wait on us. I inquired about plain ranch dressing for a pick 2, she grunted and stated "There is no plain ranch in this entire restaurant Ma'am." I proceeded with my order. She was sighing and grunting the entire time. I added 2 bakery items when she let out a loud sigh and reviewed my order begrudgingly and told me to pull around. I pulled up to the window. I sat. She never looked in my direction, she just had her head down avoiding me at the window at all costs so I left. I never get bad service in any other area but here. The other location at Bridge Street continually offered me Watermelon and Chicken back in 2016, Gee I wonder why? I am so sick of the incompetence and lousy service! I travel to Nashville every week. I will just patronize there. I am over this! Pay nearly $30.00 for sub-par service, with a side of hidden racism and attitude to boot, no thank you! I have had it with the locations in Northern Alabama, no more...