Panera Bread — Restaurant in Miami Township

The food was decent and the dining area was clean, but everything else about our visit here was disappointing and frustrating. Three of us ordered one of their pasta dishes plus a half sandwich. After sitting at our table for a few minutes waiting, we were buzzed up to the counter, but not to get our order. We were instead informed then by the kitchen staff that they were entirely out of the pasta we'd ordered, and apparently had been for awhile that day (they were not at all busy at the time we were there), but I guess no one informed the cashiers at the front? So we go up front to reorder, and in looking over our receipts at that point, we realize we were overcharged initially as well. We're trying to explain the issues to the cashier, who then brings out what I assume was a manager time straighten things out. The manager won't simply refund our initial order and let us start over fresh with our reorder for some reason, instead trying to ring up a new order at a discounted rate and insisting that will balance everything properly. This process took nearly 10 minutes, and once we were back at our table waiting for our food, we start going over the receipts (from the original order and the new reorder), and find that we've still ended up being overcharged because our original order, which wasn't properly refunded, was more expensive than the reorder overall. At this point we basically just gave up, not wanting to have another 10 minute conversation in the hopes that things would be corrected. So Panera got to keep our extra money, but sadly we won't ever be spending another dollar there in the future. Clearly this location is in desperate need of better management...

I made a large order from the website for some Top Management at our company. After I ordered, it said your order will be ready at this time. I headed over and there was no order ready for me! I was very upset, but the staff were so helpful, even in the middle of the lunch rush! They triple checked the system and when they couldn't find it, I had a coworker log into my computer to read the order to me so I could order from the counter. The employee who took my order was so helpful and patient, even reading it back to me in great detail! Another employee, offered me a free drink and chatted with me which helped me to calm down. Later she came out to check on me and then again to give me updates on the status of my order! After I received my bag with everything I headed out to my car. She came running out of the restaurant yelling my name. They had left out a sandwich and she ran out to make sure I didn't leave without it! She said everything's gonna work out and hugged me and I burst into tears. Whatever issues were happening with the website and the app today were alleviated by the patience and the quick thinking of the staff here, and the lovely lady who took the time to comfort an anxious admin. Kudos...

I think this particular location could use some help.

Technologically outdated Most Panera's have order kiosks, so those who are familiar can order and move on. This store does not, so you are at the mercy of an employee being present and helping you. I had loaded gift cards onto my account using the app and the employee couldn't figure out how to utilize them. We ended up canceling that order, ordering it on the app and picking it up at the counter.

Disorganized kitchen The young guy who took my order also let me know that they were out of many items. This was 9am, so it wasn't because we were at the end of a long day. Someone doesn't plan well with either ordering or preparing. This seems like a leadership problem.

Heating issues For a place that is built around the idea of warm soups, breads, coffee etc. the entire "dining room" was very cold. This was magnified when my wife visited the bathroom before we left. She described it as "freezing".

Overall, I enjoy Panera Bread. I will do my best to avoid this location...