Panera Bread — Restaurant in Plano

Recently I placed the above order on the Panera app. Panera subcontracts deliveries through Doordash and tracks them there as well. I tracked my order which claimed to have been delivered but never arrived. I called the store to speak to a manager. This is the 2nd time this has happened and the first time I spoke with a manager who stated it was out of the store's control, but went above and beyond my making me the same order AND hand delivering to my house, even though I told him it was unnecessary.

This instance, I called the store, not expecting the same level of service but in order to document that a conversation took place when I spoke to Doordash, just as an added layer. I spoke to someone who identified themselves as manager Caitlyn who confirmed there were no remaining orders left but there was nothing they could do. I understood, did not ask for a refund, for someone to deliver again, but simply asked for the spelling of her name, again, for documenting purposes.

Caitlyn asks me why it matters. Stunned, I say it's for documenting and that even though you can't do anything at this point, you think you'd understand that a paying customer who didn't get their food would want ask for at least their spelling.

She curtly chuckles and again, very defiantly, tells me it doesn't matter! Even as I write this I can't help but chuckle at how unbelievable that was. I didn't ask for ANYTHING from them but the spelling of her name and you would think at the very least an 'I'm sorry' or some empathy would be shown but this was wild!

I love Panera but they will never again have my business, and I'm sure Caitlyn or Kaitlyn...

DO NOT HAVE THEM DELIVER YOUR FOOD Honestly the worst customer service experience I have ever had. Was getting my hair done NEXT DOOR to Panera, ordered delivery. Said it would be delivered in 40 mins. After an hour and ten mins, someone from the hair salon offered to go check on my food for me (excellent customer service - Panera should take note) - she came back saying Panera said to “just keep waiting”. After my hair was done, an HOUR and 30 MINS after I ordered my food, I went to Panera. Manager Keng Told me I would have to get in touch with Door Dash myself to figure out where my food is. Are you kidding me?! This is for a less than $20 order.. why would you not simply apologize and offer to make me a new order. He finally said he would cancel my order on his end and place a new order for me in store. Did not apologize, did not offer a discount or any kind of recompense to make things right. I then waited another 20 minutes for them to make my food.. and the “creamy” chicken and wild rice soup basically looks like someone peed in a cup and gave it to me. 2 hours after I placed my original order. This experience has...

08/05/2019- ordered a lentil quinoa bowl , got a cold bowl instead of a warm bowl. Got it reheated, but understood that the food was not fresh. Complained to the manager, who did not apologize, but asked the main desk personal to replace with another item. As it already took too much for the first order, I requested if I can order from the kiosk to make selection fast. The cashier said if I need the ‘free’ replacement food, I need to get it ordered right there. ‘Free’?

I felt really bad to see the cashier’s attitude , instead of being apologizing. I said , ‘your attitude and bad food make me feel like leaving this place hungry even after paying $11 and spending 39 minutes’. He said ‘it’s your wish’ and smiled.

I felt really bad as I visit this place 2-3 times a week. As I reached the door , I heard a call from the manager, to know if I need any more help. I said ‘no sir, thank you very much’. I called customer service to report about my bad experience.

Still I love Panera bread. I was traveling 4+4 miles twice weekly to visit this Preston outlet. Will some other better outlets who serve good food with...