Panera Bread — Restaurant in Martinsburg

I went to Panera yesterday, when I got my food there was a long curly hair on my sandwich, now I’m always respectful and calm because I know that accidents happen. So I went to the person making the food and I just said “hi um I got this on my food” and didn’t even say it loud because I just didn’t want other customers to know because again, accidents happen. The guy just grabbed the plate, didn’t even get a “oh sorry about that” or anything, I mean he didn’t even talk to me, just grabbed the plate and turned around, he did make a new one, and once he gave it to me, didn’t say anything again. As a restaurant worker, I know that “I’m sorry about that” or something similar is very important. But not even apologizing for your hair being on my food when I paid for it? I mean, not even talking to me at all? I would’ve at least said “oh sorry about that”. So please if you don’t tell your employees to apologize for their mistakes, at least ask them to wear a hair net so they don’t have to go through the hassle of having to apologize for their mistakes. Also, when I first got there and was getting out of my car, a black/dark blue - car/suv drove into the parking lot so fast and threatening because I really thought he was gonna hit me when I was getting out of my car (mind you, nobody was there so I came out of my car, but he drove in so fast) because he went through one parking spot to the one in front of them, it was bad, even my husband thought he was gonna hit me, after that it looked like he was about to hit another car next to him. Can you imagine my surprise when I saw him going into Panera, to the back?! Because he works there?! Do better, train your employees on how to act when they make a mistake, and train them on how NOT to drive recklessly in their workplace parking lot when the person they almost hit will see them go into the back all happy like they didn’t almost ran somebody over and hit another car at...

If I could give this place a 0 star I would but unfortunately I can't. I recently went to this panera and ordered a good amount of items which 90% was incorrect. Firstly I ordered a chiptole bacon/chicken flatbread which for one came with ZERO bacon, piles of tomatoes, and very few chicken. You might as well just call it bread because the chipotle sauce was also nonexistent on this so called flatbread. Now on to the next item the 2 sandwiches I ordered... I ordered two BBQ Chicken Sandwiches one of them I customized for there to be zero onions in it, which it had exactly that. The other sandwich wasnt even a BBQ sandwich, it was mac and cheese, not even close to what I ordered, and this was all customized in the app so there was no communication faults on my end. I ordered bread on two other items, one being a salad and the other being soup. One had came with chips(not what i ordered) and the other had bread which was great, but the salad was not only not even filled all the way(keep in mind its a small packaging for this salad) but on top of that it tasted like it had been left out in the kitchen for days so this salad entirely did not taste fresh at all. Next I ordered a vanilla cinnamon bun, and luckily i was able to catch this before carrying this food out to my car, that they had not even put a cinnamon bun in the bag. I bought another sandwich that was actually perfect, in fact the only perfect thing in this entire order. I called the manager of this panera, with all being said he decided to only refund $16 of the $56 dollars of food I had payed for. Like I said before, 90% of the food was wrong, not only was it inedible it was 100% inconvenient. So to top it off with a cherry this manager has the audacity to only refund $16 dollars of this entire order. I will never buy from this place again as its highly unprofessional and showing no interest of responsibility for messing up almost the...

UPDATE: a few months ago, I sent a message to corporate about this location. Not ONLY did they work to correct this issue, but only minor errors occur occasionally now. The night shift takes 3 times longer than other establishments, which is a bit annoying, HOWEVER, the sandwiches come out perfect. I am perfectly happy to wait a 10 minutes longer for this kind of quality. I love my sandwiches packed with veggies and they REALLY make that happen.

This is an example of a company getting it right when they are given concise and detailed feedback on genuine issues. Changed from a 1 star rating to a 4 star rating. Great job Martinsburg team for the substantial improvement!

(This location has managed to mess up my order the last 10 out of 10 times. From missing the avocado in a “turkey bacon avocado” sandwich to once even missing the Turkey. On top of that, the BLUEBERRY and peach smoothie ends up looking like the picture below every time. It’s a bit low on the blueberry, high on the peach, and has fairly large chunks of ice. I have not had this made right in over a year. Ive been here many times.

The sad part here is that I am not exaggerating, nor am I being uncharitable. I love the roasted turkey avocado BLT. It’s awesome. But for some reason, this location has been hell bent on making me hate Panera. If the smoothie was not $6 a pop, it may not be that big of a deal, but I’m paying premium prices for scam level food more than half of the time and it’s really frustrating. Yes, I had to have them remake sandwiches again...