Panera Bread — Restaurant in Plainville

Overall i like Paneras. i generally like places "like" Paneras.. I dont review all of them and rarely review any one of them. However i went to this Paneras recently and the way they handled an issue that arose was exceptional. Especially Brian the manager. It is rare that any manager would go all out of their way to resolve a customer issue. I was pleasantly surprised at how accommodating and customer service oriented this particular Paneras is. They want the customer to return, i got the impression that this was not your once and done "right now" deal that so many establishments have adapted to.. (loyalty goes out the window..). The case here was to win a returning and satisfied customer and take care of what had occurred, whether or not it was my fault or theirs didnt enter into it. Also Paneras food selection has gotten distinctly better and HEALTHIER over the last couple of years as well, which also helps a lot. The place is kept CLEAN and also their bathrooms are kept clean (not so at all Paneras and defn not so with other places like this either), the fire pit being lit inside during a rainy day, a bustling but organized customer food prep staff, all of this helps. Overall a great experience in stopping in to grab dinner for me...

This particular Panera location used to be much more consistent but there is not once in the last several months that my order has been correct. Ordered from the app, in person or delivery and every single time it is wrong. The most common mistakes are salads that are supposed to have chicken has zero, this is not an addition this is an order that comes with chicken. The second most common mistake is no avocado which is extremely frustrating because it is an extra which also means it costs more. Have filed more than one complaint with management and have heard back 1 time about 1 issue.

The most annoying thing recently is that they moved their pickup food behind the counter. They were already slow walking it from the line to the pickup area now it is 4x as slow because you have to wait for someone to help you get the item. Last time I visited I got my order completed confirmation, walked in the store and game my name and they said it wasn't ready, waited an additional 5 minutes to see a bunch of bags brought over to the area behind the counter, waited an additional 10 minutes for someone to be available to give me my order, checked order and...

Unfortunately, a lot of stores and restaurants are running short staffed right now which is no fault to them, but how staff handles situations says a lot. I believe the manager on staff tonight was someone who needs a little help handling stressful, busy times. I’m not sure if my cashier was new or just Poorly trained, but he was clearly trying his best and ran into a few problems cashing the people out in front of me. Needing to get help multiple times undoubtedly frustrated the manager (I’m assuming she was a manager) on staff and you could sense her frustration towards him making him uncomfortable and nervous. It was so clear that the couple in front of me actually walked out without ordering because of the mistreatment and I wish I followed them.

The food was typical for Panera, but the managers need a lesson on how to lead their team and make them feel comfortable, whether they are slammed with 20 people in in line or not.

I hope someone is monitoring these reviews and sees that customer service at this store needs help or they will continue losing...