Panera Bread — Restaurant in Millburn

Longtime fan of the Florham Park Panera. Ordered for delivery from this location because it's the only one near enough to where I live. The teriyaki chicken bowl and green passion smoothie were delicious as always. However, I also ordered a 4 pack of cookies plus one extra, and they were not in the delivery bag. I get it - I've had items missing from orders before when I've ordered through DoorDash, etc, it happens (something put into a separate bag that got left behind, or the like). Refunding through those services the couple times it's happened has been quick and easy. Since I had ordered through the Panera app directly, I called the store to get a partial refund of the items that were missing. The manager argued with me that he had personally packed my bag and had put the cookies in there with the rest of the food. No, they weren't in there. He argued with me about that for a minute, then I asked him if he thought the delivery driver had opened the bag, taken the cookies out, and resealed the bag. He said no, the driver wouldn't do that, and the cookies are in the bag. Nope. I pointed out that I had also asked for no plastic utensils, which is printed on the receipt, but there were several plastic utensils in the bag so clearly this guy wasn't paying attention. We all have bad days - again, I get it - but don't call me a liar, which he basically did. He refused to refund me the roughly $7 for the cookies that I never got, and said he would "write down my name and give me a free cookie the next time I ordered". No need, never ordering from this location again, horrible...

INCOMPETENCE AT IT BEST! Worst customer service.

One of the worst Panera shops and Customer Service Ii have ever encountered. !!!!

Ordered food via Panera.com.

They charged me delivery fee, convinience fee+ tip and delivered a wrong soup. Upon calling the store, they asked me to come to pick replacement.

In store they were neither apologetic for sending wrong order nor acknowledged inconvenience caused to me as a customer who paid delivery fee and a hefty tip ONLY to be inconvenienced to go to store for picking my right stuff. While I had ordered my food on their own website, they were asking me to talk to DOORDASH for wrong order delivery while they were the ones to pack wrong order!!!!!!!!! I.e. delivery guy delivered right order - they packed 1 item incorrect in the full order (SEE attached) !!!

In summary,

Panera.com charges me over 10 USD in convenience, tip and delivery Panera staff packs a wrong order Asks customer to come to store for replacement (while customer paid "convenience" fees) Blame DOORDASH for their own goof up and ask customer to chase DoorDash Store manager Amanda Lewis - rather than being empathetic to inconvenience caused to customer and apologizing, chooses to be arrogant and not even accept incompetence on her and her staffs part.

PATHETIC!

Store manager Amanda Lewis - please learn courtesy of treating paying customers well especially when your staff does mistake and send wrong order.

Extremely...

I am a huge fan of Panera. I was shocked about the service I received starting at 9:15 pm on 11/09/23. I was there with a friend and we saw the employee by the name of Darien run off the register as we were approaching the register . I felt humiliated and sub-human. We were forced to use the kiosk. In addition, after overcoming the register incident, we decided to seat ourselves at a booth. My friend noticed how soiled the tables were , and I decided to conference with Darien. I politely asked, “ Can you assist us with prepping our table ? “ Darien seemed to be cooperative , However I was mistaken. He ignored our request and continued to create a hostile environment. We waited over 10 minutes for our table to be tended to. I was near tears, thinking to myself “what did I do to deserve this treatment?” Darien finally came after my friend said, “ I’m waiting on you , so I can be seated with our meal. “ Darien did the worse attempt of cleaning the table, merely wiping the table and left the benches filthy. I am heartbroken 💔 that Panera would hire someone with this mindset , attitude , and work ethic. As we were dining , i was just hoping our meals would end soon. We hurried out of the establishment. I hope Panera brings all the right people to uphold their...