Panera Bread — Restaurant in Parker

Dear Panera Bread Customer Care Team,

I am writing to express my deep dissatisfaction with the treatment I received at the 11290 20 Mile Rd. Ste 123, Parker CO location at approximately 3:50 p.m. on 8/11/24. I am a full-time worker who also works and delivers for multiple platforms during my free time. Despite my experience as a premium Deliverer. I have never encountered such issues before.

Today, while attempting to pick up a customer's order, I was treated with disrespect and suspicion. The staff ignored my presence and failed to greet me, so I had to initiate contact. A younger female employee approached and, after learning I was there for a delivery order, demanded to see my phone. I explained this was not standard procedure and further more not this plate-forms process. She became rude and I quickly asked to speak with a manager as the manager would surely be familiar with the process. When the alleged manager arrived, he failed to introduce himself and demanded to see the order on my phone. Despite my willingness to cooperate and confirm the order upon receipt, the staff were argumentative, and the manager was dismissive and unprofessional. I felt unfairly treated and exceptionally profiled during this encounter.

The manager insisted on seeing my phone again and threatened to let another driver take the order further making their customer wait. Embarrassed and concerned, I contacted the customer to apologize for the delay and explain the situation. The customer sympathized, canceled her order, and expressed concern about my treatment.

This entire encounter was an embarrassing and awful experience for everyone involved. The customer was grossly inconvenienced, and the two employees seemed to take pleasure in their unprofessional behavior. As a result, I had to call the delivery platform, as my time was severely wasted.

It is crucial for your employees to understand that they represent your company and that your agreement with delivery platforms benefits all parties. Therefore, they should put aside any biased behavior and contribute to ensuring a great experience for everyone. If there are specific requirements for delivery workers, they should be clearly communicated in the pickup instructions.

The instructions provided indicated that I should enter the store and pick up the order from the pickup counter or delivery shelf with no further instructions provided, yet I was met with hostility and demands that went against platform policies, which could potentially lead to legal issues for the establishment. I believe I was profiled based on my race, as I have witnessed other delivery workers entering the store without facing similar problems or harassment. Your establishment should maintain consistent and fair standards across the board and adhere to platform policies.

It is no surprise that this location has received poor reviews and low ratings. This type of treatment is unacceptable and should not be tolerated. It’s just not ok.

Thank you for your attention to...

I would suggest driving the 15 minutes to the castle rock or if you order delivery get it from castle rock. Management is extremely rude. Ordered two big bowls and when food was delivery there was no bowl bowls and only a cup of soup and 2 apples. Called to get a refund or to get a refund for the difference between cup of soup and bread bowls. Management started not their fault they run out of bread bowls and refused to give refund. When I explained it was their fault that they didn’t alert the customer of not having bread bowls and for charging a customer for food they didn’t provide, management stated I could drive to the restaurant and they could see what they could do. No guarantee of a refund plus I would have to waste the gas and time to go see if they would consider giving a refund for food they didn’t provide. The manager on Saturday on 10/14 was the absolute worst and the reason I will never go to the Parker one again. The castle rock manager tried to fix the issue even through it was not their restaurant that made the issue. I will definitely be telling other people about my horrible experience and the...

We have frequented Panera for years, but I am sorry to say they are slipping overall. I don't blame this location as the staff seem to do their best with what corporate demands. And Panera corporate, like so much other chain management, seems to have lost the vision of what was successful and good. The menu has shrunk. I mean, no Cobblestones any more? Pastry and bagel selection slim, at least what is on display. Sandwiches look like something from a detention center kitchen--very uninspiring. The ambiance of the Parker location is still peaceful in the morning. Panera opened a new store in Yuma, AZ in the past year. It is an open sterile hall with little character. When we were there recently, there were no bagels, limited sandwich selection, and missing some drink options. At the Parker location, maybe it's our timing, but one or more of the coffee dispensers is usually empty. If/when I return, I will lower my expectations but hope for improvement. There are lots of options, and places on a downward slide usually disappear....