Panera Bread — Restaurant in Napa

Worst customer service ever. Yesterday bought my mother and I dinner at the last hour of the restaurant's shift. We get home 30 minutes later, to find our order was not as expected. We should have looked at our order before we left the restaurant. They forgot my mother's soup and only gave her half the salad (which the lettuce was wilted and brown) that she ordered. I tried to call them up before they closed, but they did not answer the phone nor could I leave a voicemail because the voice mailbox was full. So today I called them to let them know what happened, the manager at the time said it would be no problem and that we would get a complimentary "you pick two" meal. I told them that I live half an hour away and do not want to waste my time to return just to pick up a $10 meal. I told them that I would give it to somebody else like a coworker who lives closer to restaurant...they said was fine. When my coworker got to the restaurant to place an order, they denied her order and said that the original purchaser had to be there. The manager at the time, Molly, was a very uncooperative. My coworker called me and said that they were denying her service, so I asked to speak to the manager. Molly did not want to speak to me. They did not want to accept the fact that they made a mistake. This was very bad customer service on her part and terrible for Panera Bread that she represented them as an extension. This resulted in me calling the corporate office of Panera Bread. The corporate office was very apologetic of the situation my coworker went through and stated that the behavior of the manager was must not a good representation of the company.

Don't get me wrong, the food was ok, not great. The company maybe a good company, but this location needs some work on their customer service. The one star rating is only for this location, not for the company.

I find it to be a waste of my time to give bad reviews because I hate being negative, but the experience for a first time customer at this location really left a bad taste with my coworker, my mother, &...

The ordering system is infuriating. Your bagel order will shrink, and may even disappear. This is the 4th time I've encountered this problem with Panera at this location.

I've placed an online order for Everything Bagels (because they always run out very rapidly) with the scheduled pick up for the next morning. Each time, I've showed up the next day to pick up the bagels and either they don't have my order at all, or they only have half the number of Bagels that I've ordered.

Each time, I've gotten a variety of excuses. I was told that they had to use my order to fill another order (which seems inappropriate since I ordered the day before, but when confronted, the staff corrected to saying that the other order came in before mine). I have been told that their baker didn't make enough bagels (which is again, very confusing, since I place the order the day before they should know at least how many to make for my order, and then presumably make more for walk-in customers).

I would like to say this problem started with COVID and is likely related to the pandemic, but this has been happening since before the shut downs started in March. It is so incredibly frustrating. I would have been fine with this happening once, but at this point, something is seriously wrong. I don't know if it is with their ordering system, their baker, or management, but I will be using a different location. Hopefully there will be less mysteriously disappearing or...

My name is Ana and I recently had a bad experience with Panera Bread.

My coworker (who had her order messed up yesterday at the last hour of dinner time) gave me her complimentary "You Pick 2" meal since she works in a different city. She gave me her complimentary meal because she did not want it to go to waste and also she was not going to drive 25 miles out of her way to pick up an order that Panera messed up. I was very grateful and was excited to have my first experience with the local Napa Panera location. I went to place the complimentary order...I WAS DENIED THE ORDER AND MANAGEMENT WAS NOT ACCEPTING THEIR MISTAKE. I called my coworker and told her what was happening at the local branch. My coworker asked to speak to the manager, but the manager, Molly, did not want to talk to my coworker. I was very furious and ungry and very pissed off because I expected for Panera Bread to have better customer service. I unfortunately made a scene, but the treatment and service was very poor. I work in customer service also, but I would never treat anyone who pays me my salary this way.

So my coworker called the corporate headquarters for Panera. Apparently, Panera takes bad customer service very seriously and the fact that Molly, who represents Panera, will be reprimanded for her actions.

I hate having to give a negative review because it's a waste of my time, but I I would not want anyone to receive the same treatment that...