Panera Bread — Restaurant in Philadelphia

This Panera location does not have good quality control of their online orders. I have had multiple issues with them misplacing my order, missing items or making a sandwich completely wrong. Below is a copy of an email I sent to their support related to my problems.

"I have had nothing but problems nearly every time I have ordered from Panera. While I can understand minor issues with my order, considering that it is an online order and has every item written out I believe it should be somewhat accurate.

My order today was both missing my side as well as containing a sandwich which was messed up, missing half of the items I had ordered on it as well as having extra items on it that I had not ordered. When I approached the counter about the issues, the employees were not very helpful and basically told me I had to talk to the Rapid Pickup Order employee and that they couldn't help me. Once this employee finally came over, they offered to remake the sandwich.

It then took 15 minutes for the sandwich to be made, clearly not a priority for them. When I finally got the new sandwich back, I was asked if that was what I had ordered, which appeared to be correct. After getting back to my office, I then realized it was missing all of the cheese for the order. They could not even get the sandwich correct on the second try knowing that it was done incorrectly the first time.

I have had multiple issues with picking up online orders, including them losing the order completely the one time, which was the only time I've actually had helpful customer service when at Panera.

My most recent issue besides the current one was a pastry order which was not ready even 10 minutes after my scheduled pickup time, even though I had ordered it more than 30 minutes previously and the store did not have very many customers at the time. As I was running late and there were multiple people on line, I decided the pastry was not missing my train for.

Another issue that I can remember was when they ran out of fruit cups. Instead of leaving a note or replacing it with something else, they decided that they would just not put anything in my order. After noticing it was missing, I went up and was told that they were out of fruit cups by an employee who had seemed to fulfill the order. They said there was nothing they could do about it, only offering the typical bread or chips. Before I could respond, the manager had overheard the conversation and offered to make a new fruit cup for my order.

I have additionally only been offered a free cookie once, which your advertisements say that I should get with any issue. Not surprising, that was the only instance when it seemed the Panera employee was trying to help me. Unfortunately, then too my replacement order was missing something, the cookie I had ordered, so that experience too was marred by their inability to correctly fill an order.

While I had planned to contact you about my previous pastry order, the other orders seemed closed at the time. However, now, looking back, it appears that nearly every time I've ordered from Panera I have had an issue with something missing from my order. These consistent issues with the Philadelphia location and Online Ordering are what I'm writing about now, not any one order in particular, though the current one could be considered the...

About a year ago I posted about this place and how horrible it was. People started talking about a change.. A better place.. So I tried it again... After a few issues of lack of items.. Available according to application, but not once the store received the order.. After placing the order, already concerned... I waited..and waited... aI kept checking the process.. Now mind you, I had a 12 hours day..my Family has to get dinner ..including an 8 yr old...I see they canceled the order at the time it was supposed to be delivered.. I called the store and they tell me the driver stole the food!!!! Now I have no money and no food and I am famished!!! I called the Company and they close at 7.. I called Sheena ..at door dash.. rude and unhelpful.. I wish her unemployment... after listening and rudely interrupting.. she talked to someone in the background...she said the driver had an accident.. Driver never called store or me.. What a disgrace... They did deliver an order at almost 10 pm..since 7:30!!! They were missing a few items they promised they would send..specially treats for the little one.. no chance.. worse then anything else.. It's yhe only Panera in town... Suxx.!!!! What a Keystone Cop outfit.. a total gridlock of issues.. Now I have to see what they do... smh!!!

This location is a nightmare. The first step in and you feel the negative energy and there is a stitch in the air, which unless you traveled to underdeveloped countries, you cannot identify the odor.. The fruit flies the Manager attempted to swat off the Chocolate chip cookies might be a hint to identify it. 🤔 Be careful and don't get caught taking pictures or they will yell at you like you're their dependant child claiming you in their tax returns. My Capri Sandwhich had that green leaf 🍀 arugula.. The people who prepare the food must get discredited if they don't put it in the sandwich because I asked for it and they put it on anyway.. it sticks to the cheese, both the leaf and the flavor..It tastes horrible and I threw the sandwich out..The pictures don't have the little lady with glasses who is the other Manager.. Another prized employee of this location showing subpar customer service at it's best. Read the testimonials.. I wish them unemployment, but after those testimonials if they are still there working... I don't think my wish will happen.. The Manager had no gloves swatting the flies over the cookies!!! Walked away like nothing!! Disgusting!! Don't eat here!! Check out the size of the fruit flies!!! No wonder the pen didn't...

Wasn't happy going there today to see the store closed by the board of health. This is the 3rd time in recent memory.

Update 12/18/23. My overall review of this location. I have been coming here for years I used to order food here, but it was incorrect or not good consistently, so I stopped. I subscribe to their sip club, so come in for coffee. It's a convenient location and usually have lots of seats open. As I sit at a table and write, I came in, rang up my order on the kiosk, easy peasy. But then, you have to rely on the staff to give you a cup. And most of the time you wait..and wait... and wait. I waited over 10 minutes for a cup, while watching employees doing nothing. One went right by the counter and didn't acknowledge me. I'm used to him(cook-long blonde hair glasses?). He's always mean and miserable, so I didn't even bother to try and get his attention. But that's the amazing thing about this location. They have no one dedicated to the front (every other panera has self serve cups so don't have to ask at an unstaffed counter. And when you wait for someone to appear, the sharks, aka delivery guys, are circulating waiting for a human, and they all run up with their phones, no regard to anyone waiting at the counter. And the staff always caters to them first. The hippie looking ( general?) manager is the worst at this. Then after waiting 10 minutes just to get a cup, they were out of dark roast coffee and cream. After waiting another 5 minutes, I was told they were out of milk and cream until their delivery comes in ( reading terminal market is right across the street). its always a horrible experience and today was no exception. If the sip club wasn't so cheap, I would never set foot in this always horrendously...