Panera Bread — Restaurant in Oxford

My family and I went through drive tru. I order a salad and a Large Tea with light ice. We was a few cars in line. Once at window the lady tells me my total and goes to hand me my drink and ask for my card at the same motion. She hands me Clearly a SMALL tea. I asked her if this is a Large Tea. She grabs the drink bag and tells me that I didn’t order a large tea. I said ma’am I’m sorry about the confusion but I did order a Large tea. She turns around and started snapping and someone beside her and starts mumbling something else as she slams the door shut. At this point now she has all the product and my card. Which is fine because I assumed they was changing my drink to a large and changing the price. To which is fine. I worked in hotel and restaurants for 20 plus years. Roughly one minute later another gentleman comes to the window as firmly begins to tell me that when a customer changes their order that it backs up the drive thru line and CUSTOMERS really need to come inside instead. I had no problem with stating me the policy but the way was quite strong. I said that’s fine. Just hand me my card back and just cancel the order. They had plenty and then some time to correct the size of a drink. They was more focused on tell me that I was I. The wrong and here how I need to fix it. He closed the widow, took about 20-30 seconds and comes back to hand me my card back. I totally understand miscommunication happens but employees don’t have a right to try to make customers feel they are wrong or they are inferior for a problem so small. I will be the first to say customers are not always right. I’ve dealt with plenty of WRONG and even RUDE customers in the past. My family and I probably eat here 2-3 times a week. We loved this place. We agreed today that we will not be back. Customer service far out ways...

The people at this location are super friendly. They always have fresh delicious treats anytime I stop by. My favorite are the frosted cookies! They change the shape every season but the flavor always remains the same. A light lemony meringue and a soft delicious cookie, how can you go wrong?!

Also, I work for Uber eats as well and anytime I pick up an order they're extremely quick and make pickup orders a priority, I like some other places in town where you have to wait 10 to 15 minutes to pick up an order that should have already been ready.

I hate to say it but customer service has gone down at this location as I ordered a toasted bagel with cream cheese and didn't receive the cream cheese so after I made my Uber deliveries I called to let the manager know what happened he refused to give me a different toasted bagel since mine is now cold and he can not re-toast it. He said "well, we gave you a toasted bagel and that's what you ordered", I said,"yes with cream cheese and you didn't give it to me so now it's cold" he said "I'm sorry there's nothing I can do." I find it highly ridiculous that this man refused to provide me with a replacement for the items I ordered and I will not be stopping at or recommending this location. I'd hate to see if I ordered a more costly item and it was unsatisfactory because clearly he was absent spirited or minded the day of training when they went over customer service! Highly disappointed...

I personally have worked at Panera and understand the struggles of not being able to hear people well through the drive thru. My friend went through this Panera’s drive thru and ordered the new broccoli cheddar Mac and cheese, paid, and left. When she got back to her dorm she realized they had given her the regular broccoli cheddar soup, so she returned to the location and explained the situation to the drive thru worker who was extremely rude to her the entire time and demanded that my friend give her the soup back. Currently, Panera Bread does not take food back through the drive thru window, especially during this pandemic. The worker, who was a female about 20 years old, continued to be unnecessarily rude to my poor friend who also has worked in customer service and understand the struggle, so she was being very kind and patient towards the worker. The worker claimed that my friend ordered wrong but the worker had asked if my friend wanted the broccoli cheddar Mac and cheese and my friend said yes. Even if there was miscommunication it is still unacceptable to treat customers as unnecessarily disrespectfully as this worker did. It’s not hard to be...