Panera Bread — Restaurant in Overland Park

The line was out the door. I tried to order online. It said that it would be a 15 minute rapid pick up time. When I went to finalize the order, the website said that my order would take 35-45 minutes. I was in line for 20 minutes. While waiting on my to go order, I decided to eat a triple chocolate cookie. When I bit into it, I bit into a long hair which immediately made me gag. I had to stand in line again to report the issue. The gal who helped me must have had a speech impediment and was very difficult to understand. She chuckled a bit and gave me a "fresh" cookie. I continued to wait another 20 minutes for my food. By this time, I was very late for my appointment. I rushed to my car to eat while I drove. My bacon turkey bravo sandwich (sub avocado for bacon) was dry and missing the special dressing that is supposed to go on the sandwich. The bag of chips were stale. My apple was puny. I was missing my salad and baguette entirely. The soup was too hot to eat on the commute. They no longer make hot chocolate which I was craving. Needless to say, this was a very disappointing experience. I was especially hungry since I missed breakfast. I have had several previous made experiences at other Panera locations. The regional manager asked me to give them another chance. I did and it was a complete failure. I would definitely NOT recommend Panera. It used to be great when it was the Saint Louis Bread Company. Looks like going national and changing the name resulted in quality loss and poor service. I had been a rewards member since they started the program. Ten years ago, I switched to Starbucks for my coffee since Panera's coffee had declined over the years. Now, with four bad food experiences, Ido not plan on ever dining at another Panera....

Ordered 2 pick two. Out of several breads. Did not inform us of an upcharge on my sandwich. Did not inform us on how Their pick two works. Husbands: $7.99. Mine was $11.18. Then the tuna sandwich on a long piece of chiabatta bread had a small scoop of tuna in the middle only leaving 1 1/2" on the ends of the sandwich With Out anything. I had to go and show them asking if it was supposed to look this way... had to get someone who spoke English to explain it to them and then gave me another scoop so at least the bread had some tuna in the bottom piece. Put mustard on mine even though I declined. Gave my husband an apple. Receipt said bread though he specifically said the chips...not a good experience. I had to give back the apple which they put back into the apple bin to give to others and then put the sandwich with the correct soups as well. Change the menu to reflect changes. LISTEN to the customer and note any changes. Make sure dining area is Clean. 8 tables dirty. Your managers Need to translate if the workers do not understand the order or the customer speaking to them. Not happy about this experience. The manager did give me some money back because the menu was not showing the prices correctly. However, this whole experience was not what we get in MO. You all are getting paid 3 times as much but the food and service went...

So this Panera has changed my views of Panera. I have been to multiple paneras and this is by far the best experience I've ever had. I came in and looked at the menu for a good 10 mins and was asked multiple times if I needed help which was extremely nice! After I figured out what I wanted I was helped by a young lady named Olivia, I requested a sandwich on the board but with some items taken off and some cooked a certain way with a mango smoothie. she was beyond understanding she assured me that it would be done and ready for me in a bit, she said with a smile. I paided and was on my way, thanking her for her help. Not even a minute later someone named Austin gave me my smoothie and I thought it was gonna be with my lunch, I am happy it did not cause i was dying of thirst! Plus it was so smooth and sweet that i couldn't stop drinking. When my food buzzer went off I was quitely already waiting by the window, and the steam that was coming off that sandwich made me feel like I was a cartoon character being lifted off my feet and lured into it's grasp. This sandwich brightened my day with each bite that I thought it was a small piece of heaven in this cafe. I will 100% always come back to this Panera due to it's amazing customer service and to die for food! thank you...