Panera Bread — Restaurant in Orion Charter Township

5 month update. The company. Panera, has never contacted the client who paid the bill, despite asking a company rep to do so.) We used this location for a large Panera catering order for 100 persons. The delivery for an important reception was substantially late relative to the delivery time window in the purchase agreement. They got "lost" but apparently did not call our contact number when they were first worried about being late. Then the staff did not leave any plates or cutlery that were part of the order, also listed on our invoice. The regional Panera catering representative contacted us for follow up a few days after because we were one of their larger catering orders and we informed the representative of the deficiency. We were told that the manager of this local Panera would contact us. The main manager has not. Calling the phone number on our catering contract routinely goes to a busy dial tone. I resorted to leaving a voice mail for the regional rep, I asked her to get the Panera manager to contact us. We got contacted by one of the stores employees and she claimed that some "young woman" at our reception told them that they did not need to leave plates when they asked if we needed plates. My understanding though having seen all the loaded bags used in their delivery process is that they FORGOT the plates and cutlery. They did not have them. I would bet on that. The employee in charge of the job delivery had the contract, knew the person who is paying for the job (my spouse), met the client in person when arranging the job, and apparently she did not think she actually needed to ask the paying client if it was OK to not provide plates. They just took advice from some person who they happened to be able to talk to. Result: Our guests had to use the plates chargers set up to eat on, awaiting absent Panera plates, which of course ruined most of chargers that cannot be used again. After 2 weeks, no apology has been offered to the paying client, no acceptance of responsibility for late delivery, nor accepting responsibility for failing to deal with THE PAYING CLIENT on the order regarding items not delivered (plates and cutlery). The customer is never right at this particular shop, clearly. I have held off for almost two weeks to permit the manager of this store to take responsibility for their store's failure and we would have been okay with that, an honest apology for their mistakes. Hearing nothing, at this point I am posting now my review as our experience. Maybe they will consider giving us a call now? Update: Even after this review, no call. Panera may survey customer experience but they fundamentally do...

11.09.24 Update Unfortunately I have to adjust my review. Based on the world economic climate, Panera like many organizations, are leaning out their employee base and increasing AI and technology-based platforms for their customers to use in place of human capital. Regrettably this location is no different. Unfortunately the employees seem miserable and silent and do not engage with the customer's.... minimally at best. They are constantly running around to get through long lines and busy times. While the restrooms and floor tend to be overflowing with garbage trash and food. Although I'm sure I wouldn't know how to handle it myself it often smells of burnt bread due to the toaster ovens with minimal ventilation and it is nearly impossible to leave there without smelling like burnt toast. The caliber of food for the price I feel is a bit high but still tasty. I really wish Panera would overall look at opportunities to increase customer service through increased staffing. Constant manipulation of Labor hours to the point of nauseam does not motivate your team outside of their employment to strive for excellence. Investing in your teams, investing financially in their well-being, along with encouraging and being invested in their ownership of the brand or business they're working for is what makes the difference! You cannot lean a company out to the point of misery and then expect something positive to come of it.

06.23.24 It's really unfortunate how retail and service industry staffing situation has really degraded overall service and almost every facet. I do not hold the store personally responsible by any means but being in Regional retail management I can appreciate the struggle at the employees are going through. It's typically safe to say that whether it's upper management out of store or internal management is struggling to find people at a fair wage that are enjoying the workplace due to understaffing. I know the store and team is trying but I've been shopping at this store for the last 7 years and it definitely has changed overall wait times are significantly longer and there seems to be a lot of disorganization in the food prep area. Again not a complaint just...

Food: As stated below, I didn't order food this visit, so based off previous visit food was just okay. I got a salad with chicken. It's an up charge to add chicken, but for the price I would expect more then 6 bites of chicken. That's just not acceptable. Overall okay, pricing vs quantity not good. Service: I walk in, overhear the employee tell the customer in front of me "it will be 20-30 min wait." The customer turns and walks out. I approach the counter and ask for clarification on the wait time. Is that for all orders? As I was just getting two soups and soup bowls, to go. The employee assured me yes, about 30 minute wait for they are running behind. I head to the restroom before leaving to find another quick bite. Atmosphere 1 star Disgusting! The bathrooms are filthy! I'm glad you had a 30 minute wait! Because I won't eat here ever again! I am a firm believer on what the bathroom resembles is what the kitchen will fit. Cleanliness is so important. Attached are photos for your own discretion. Employees have to use the same restroom, right? I just so happened to look up as I washed my hands and that's what made me decide right then I was taking photos and making a review. Light covered in dust. Floor appeared it hadn't been swept or washed in a week. To remind you, my visit was Sunday 11:45a/12p. How could it be that filthy if it was cleaned that morning? The entrance needs to be cleaned. Why is the one door consistently locked/broke? Lastly, I understand you run behind, I understand getting rushes, as I also work in a high paced environment and we are constantly busy and always dealing with a line. I understand accommodating employees that may have a health condition and need to sit or take a break for a moment. But when I walked in you were sitting, you help the next customer, then myself. After two customers turn and walk away due to the wait time, shouldn't you get up and assist the food prep some where, some how to prevent them from continuing to be behind..?. Cleaning only takes a second. I'm grossed out and disappointed as I enjoy them, and...