Panera Bread — Restaurant in Millcreek Township

After 9 hours in the car, the last thing I wanted to do was drive my Panera online order back to the store because they gave me someone else’s. That wasn’t what made me a never again customer. The manager’s flippant attitude. I told him I was giving him A chance to win back my business, but he said he couldn’t do anything, our order thankfully was still sitting on the shelf, but the fact we had to pay a delivery fee and a tip for the wrong order doesn’t sit well. I asked, “nothing you can do” he said no again. So I told him he hadn’t won my business back, his response “that’s ok!” What.? I proceeded to walk out saying you’ve just lost a customer and again his response “ that’s ok” guess we really are insignificant to their success, so much for serving the customer. He could have offered a soda, cookie or SOMETHING for our troubles, but instead they apparently have more business...

This branch of Panera always goes above & beyond for me! The food is excellent, and customer service not only friendly but helpful too. The displays and store always appear top notch as well. This visit, the online app suggested something the store was currently out of for the day. The manager/Erin kindly called me prior to my pickup time, and we figured out another great option. Upon me walking in for my order, I also witnessed the staff trying to work with a very disgruntled customer. Staff handled the situation very professionally, offering an apology for the mishap and also flexibility of options to better the situation overall. Although the customer clearly wanted to air her grievances loudly and make a scene, this team remained calm and polite. Reminder to be kind and gracious to those that show up. They’re...

Trying to order our food was painful...it took forever because I had to repeat my order several times. When our food was ready, 2 of the orders were completely incorrect and the third order had a large hair in it. I processed to take my order with the hair in it up for a refund and stood for several minutes. They finally asked me to come to a register, away from the main registers so no one else would hear. The manager, Rachael, never apologized and simply started pressing buttons and at first refunded me for the wrong items, which I corrected her for. It would have been nice if a manager would have been apologetic or asked me if there was anything else they could provide for me to eat. I sat and watched my family eat while I was starving. Ugh...what a...