Panera Bread — Restaurant in Novi

Terrible experience. On Saturday, I went in and used the Kiosk to order food (marked with a dairy allergy). I was given food that ignored my allergy accomodation, so much so that they added ingredients that weren't even listed on the original sandwich (I took photos, and kept the order slip). The sip club membership was also down.

I called right after, and the manager was able to get me an order number but couldn't process the refund due to the system being down.

I called back the following day as instructed with the order number, and Michelle (who claimed to be the general manager) claimed to process a refund (more on this later).

On Monday, nothing was marked in my bank account so I called back. A woman named Susan (who was by far the kindest person I spoke with) told me she'd take down the order number and present it to Michelle, who said she'd look at it after the lunch rush (I called around 2pm).

The following day I called back, which is now my fourth call, and again - they had claimed they forgot. However, assured me I'd receive my refund by end of day. Sadly, once again, that never happened.

I decided to call the guest services number on the site, and they were able to process a request but alerted me nothing was previously put into the system. They offered me a credit, or a refund that would take 30 days to process.

While I appreciate guest services and their help, I do not understand why I spoke with the general manager and had her assistance on two other occasions without help. I kept records of these calls, given the severity of my allergy and the complete misunderstanding of Paneras team for handling these (these will be immediately reported to the local food departments, and other necessary avenues).

This is by far the worst customer experience I've ever faced, it took five phone calls and nearly two hours of my time to receive a refund on a screwed up sandwich.

Edit: I forgot to mention, I left my phone number with them three separate times. They didn't attempt to...

The service (at least at rapid pick-up) at this location is terrible. I have always ordered a Greek salad with a few minor add-ons. The first time I used rapid pick up, I ordered from a kiosk in the store and wasn't exactly sure how pick up worked. A bunch of bags of food were set on a counter where people seemed to be waiting.

I went to peek in one of the bags and an employee at the counter snapped, "That's not yours!' very rudely at me. I said, "How do you even know who I am?" and she responded, "I know it isn't yours." Not a single employee asked me if I needed help and another customer leaned over and said, "It's always like this."

The food took forever, despite it saying five minutes.

Next visit, I used the app. I selected my food to be ready about 35 minutes after I ordered. When I arrived at my pick-up time, it was not ready. The bags had no receipts with names taped to them, and once again when I began peeking, a different rude employee told me that was not my food. Needless to say, I waited another ten minutes.

Third visit, used the app again. Thought I would attempt using the ASAP option since I was in the parking lot. I was still sitting there after my order should have been ready, and my name hadn't even popped up on the "Preparing" screen yet. Continued to sit, no name. My order did come out, 6 minutes late (not a huge deal, but again, don't say it can be ready in 5 minutes if it can't be.)

The parking lot is an absolute disaster and the delivery people park directly in front of the doors so if you are in a vehicle any larger than a compact cannot get out of your parking spot if you are parked in front.

The only reason they get two stars is because I have used the drive-thru several times (only for a bagel) and have been met with courteous, lovely service.

I have heard from others this location is very slow and very rude. I will stick with ordering from my Brighton location...

Crew member Christian literally ruined my planned lunch with my brother and his girlfriend. We do not live in Novi but headed up here for shopping and wanted to eat someplace simple without a crowd...we all decide let's do Panera Bread. I love Panera Bread typically... I always order their old sandwich "Chicken Caesar Sandwich on their Cheese Bread" Christian informs me that's not on the menu...I politely respond "I know that he sandwich is no longer displayed on the menu, but that every store has told me that they can make it (as they still serve chicken Caesar salad). I told him it gets charged as a Small Chicken Caesar salad, and instead of bread side it is put on the sliced bread.

This crew member does not even attempt to ask any senior staff just says "no it's not on the menu, so you can't order that." Are you kidding me? How is it that this establishment has BREAD in the name and all I wanted was a salad on bread and I can't do that?

Yet every other Panera Bread I have been to has done it without even questioning how it is done.

I literally only order this item from Panera Bread...so as my brother and girlfriend are getting their lunch I just sit down. I order NOTHING! I verbally state that I am very upset with the service, another crew member is sitting right by me and just looks up and then looks away!

I will never come back here or refer this location! I feel that Christian was rude and did not even attempt to see if anything could be done.

If your in he service industry realize he job...