Panera Bread — Restaurant in Mishawaka

Making my first stop at this restaurant in about a year, the first thing I realized was that the amount of customers in the restaurant was very far less than I had been accustomed to seeing at just after 7 in the morning. The next was that the smiling-faced individual (Marie) I had grown accustomed to greeting me when entering the door was no longer at her post behind the pastry counter. My eyes then gazed upon perhaps the most appealing food item in the whole place, fresh baked cinnamon rolls. I promptly added 4 of the rolls to my order, as well as 2 of the tasty looking bear claws. Just as my smiling attendant is processing my credit card payment, another employee comes from out of nowhere and grabs the pan of cinnamon rolls. She speaks authoritatively at my attendant, in manner I’m sure was also designed to catch my attention, that all of these rolls are sold. She states to my attendant that she had just received a phone order which required cinnamon rolls and that “even these 6 rolls” won’t fill their entire request.

As my attendant now stands shocked, I exclaim that I had already paid for 4 of them. Now, as I become aware that in fact this is the store manager in charge (Christine), I again challenged Christine to the fact that I’m physically standing in her store and had already paid for the rolls. She did not offer apologies or even hesitate for one second. She made it clear she was not going to reconsider and walked away. In hind sight, this is the point at which I should have asked for a full refund and walked out. I’m sure most would have. Quite frankly, I was too stunned by her actions to react in that manner. I retreated to fill my coffee cup and wait for the attendant to complete my order. In fact, I was so stunned once handed my bagel boxes and additional bag of pastries and proceeded to exit the restaurant, I left my un-drank coffee sitting on the counter. While leaving, I couldn’t help but notice the help wanted sign in the parking lot.

As a leader in a customer service business myself, I couldn’t help but think to myself the damage this type of “manager” had to be having on this restaurants business. I pictured the stunned attendant which was trying to help me that particular morning and what message she had received. I again realized that my long time attendant Marie was not at her post and wondered if it was due to poor leadership. Add to it, the very weathered help wanted sign in the parking lot. Who would want to work for Christine? Sorry, but this is not the end of the story.

Once I arrive at work and begin to share the bagels and pastries I had purchased, I quickly discover that none of the remaining pastries were in the bag I was given. Just what I wanted to have to deal with. I reviewed the receipt and called the restaurant to inform them of the shortage. Just my luck, Christine answered the phone. I shared with Christine that to my disappointment after the entire earlier experience I had driven 25 minutes to work just to discover this shortage. Without ANY other comments, Christine firmly stated that she could not provide me with a refund over the phone. Again, she had caught me completely off guard. I paused for a brief second and to her dismay, this time had to share with her a quick customer service lesson. I told her that from all of my experience, her reply to me should have begun with some type of apology. I had not received one from her neither at the restaurant nor on the telephone.

We are all dealing with employee staffing issues and product shortages. This was neither of those. This was quite simply poor management and leadership and I suspect this business is in trouble. Rest assured that these are things visible on the surface and when dealing with food preparation, what you don’t see can kill you. I’m not taking that chance, I won’t be back ever....

Really used to love Panera. Here are the many issues I now find that will make them lose me and others for good if they not improve drastically.

1: Self-order kiosks that have no way to change the size of the text (never heard of the ADA)? So these screens are useless if you need visual accommodation. So the customer may have to go to an actual person. Feels like a public shaming to them. Fix this Panera.

2: After self-ordering at the ONE person helping, the screen practically DEMANDS I choose a tip amount. What? Ph-U! Don't forget I'm expected to carry my plates to the dirty plate area when I'm done. But Panera wants a tip. Hahhahahaha great joke there, Panera. It should be the customer who gets a tip! Okay, Here's a TIP: Lose the tip screen. It's insulting, awkward, and very uncomfortable to your ba$e (i.e. customers). Fix this Panera.

3: I love diversity. It matters not to me if your skin color is green, orange, or blue. I don't care if you are M / F / Other. However, I DO NOT WANT TO EAT YOUR HAIR or whatever drops from it. Pony tails under baseball caps do not a meal-enjoyment make, for your customers. One food-preparation worker today wore a pony tail wrapped around in front (neatly braided mind you). I watched as it bounced and flopped right over someone's sandwich. Another worker who is making and serving foot had a ponytail neatly tied in back, but down to their waist, about 3' long. Okay -- basic physics -- One quick move L or R, and that giant mass of hair is now neatly positioned above your soup -- bon appetit! I can hardly blame the food prep folks -- Panera needs to make healthy food-prep attire/guidelines/environment front and center. Fix...

I've been stopping by Panera Bread almost every day this summer, thanks to their Unlimited Sip Club, which I joined at the beginning of the season. Before this, I wasn't really a regular at Panera—honestly, I used to think it was too expensive. But the Sip Club pulled me in, and I'm so glad it did because I've discovered some real gems on their menu.

First off, the Mediterranean Veggie and Chipotle Chicken sandwiches have become my absolute favorites. The Mediterranean Veggie is fresh, flavorful, and perfectly balanced with the tangy feta, hummus, and crisp veggies. On the other hand, the Chipotle Chicken packs just the right amount of spice and smokiness, with tender chicken and a deliciously creamy chipotle sauce that ties it all together. Both are consistently satisfying and have quickly become my go-to orders.

And let's talk about the Mac and Cheese—it's always on point. Creamy, rich, and comforting, it’s exactly what you want from a classic dish like this. It's one of those items that never disappoints, no matter when you order it.

Beyond the food, I've found that Panera really does offer decent deals if you know where to look. The Sip Club, in particular, has been a great value for me. It’s encouraged me to explore the menu more and even grab a bite here more often than I expected.

Overall, Panera Bread has won me over this summer. From the consistently excellent sandwiches to the unbeatable comfort of their Mac and Cheese, it’s been a pleasant surprise all around....