Panera Bread — Restaurant in Philadelphia

I ordered for delivery through Google and the delivery driver never arrived. I had contacted the store and spoke with the Manager, (a male...I believe his name is Zach?). He tried to contact Doordash and after a few attempts explained to me that they had informed him that they had canceled the order and would not charge me. I was upset because I am 6 mos pregnant and I had my mind made up on what I wanted so I decided to go to Panera's website and order there. I selected the same items I had attempted to order before but for some reason the tomato soup was showing as out of stock. Once again I contacted the store and first spoke w a crew member and she explained that the soup was in stock and should show. We hung up and I checked, still nothing. I call back and the same guy I spoke with earlier explained that he will fix it. I put the order through and 3 hrs later after all of that, finally got my meal lol I had a positive experience overall because of the Manager who spoke with me. He was extremely nice and understanding!!! Doordarsh sucks but the staff at this location were so nice! I think the Manager's name was Zach, I didn't get it over the phone unfortunately but thats the name on my receipt and he told me he would handle my order. He was so nice! He even gave me an extra cookie and chips and he made my hormonal pregnant self so happy! This experience could've been a bad one and I have had many with delivery during this pandemic but he really showed great customer service! So much so that im leaving...

So this is a new review prior to other experiences I had before they got new management. I was in the area so I wanted to give it another try and was happy that I did. So when I came in. I noticed they had a seasonal soup Mexican corn soup and I wanted to try it so bad but didn’t want to purchase and be disappointed. So the wonderful manager Kayla who I didn’t know was the manager when asking about the likings of the soup asked would I like to try it and that truly stood out to me. So I tried it and it was good but I know I wouldn’t be able to eat the whole thing so I opt out of it and got my fav which is the tuna sandwich and tomato soup. Hands down Panera has the best tuna out of all establishments that make tuna sandwiches. I was so pleased with my order. I also got a Caesar salad when at times I normally get the Greek salad. Everything was delicious and made with love.

Establishments goes a long way when the upper management is kind and customer friendly. Her whole staff was kind that it made my day. So I had to come back and rewrite my review.

Keep up the amazing work ladies and the young man who was in the front...

The new manager Kevin does a horrible job. His employees even yelled at him, which says a lot. The previous manager must have had her baby ( explains the 5 star reviews).

I put in an order online. I got to the facility about 45 minutes after I placed the order. I got to the “order pickup” station and my food wasn’t there. I asked the cashier about it (the one who had a small argument with the manager and yelled at him). Long story short I stood in there for 30 minutes just to walk out with no food and a refund they’ll take 2 days to receive. I didn’t receive any type of apology or ‘treat’ for their inconvenience. Instead the only words the manager had to say to me was “you could have left, you didn’t need to wait for your order to cancel”.

WHY would I leave without making sure I was getting a refund. I called for him 3 times to do the refund. They literally only have to push two buttons.

I’ve been eating Panera Bread faithfully for 5 years. I’ve spent a few hundreds a year here. I’m definitely reporting him...