Panera Bread — Restaurant in Prosper

I have never written or even considered writing a negative review of any place I’ve been to but this place has really caught me off guard. I started by ordering through the drive thru, waited for my food and drove home. Just for reference I spent over 80$ for my fiancé and I’s food. What I ordered was a chicken Baja bowl, two group soups, and a you pick 2 consisting of Napa almond chicken sandwich and a BLT. When I get home the first thing I notice is the portion size of the Baja bowl. As a former Panera team lead for over a year of experience I know what it should look like. This was a very small portion. Second thing I noticed was my BLT sandwich had the wrong bread. I was expecting what normally comes on it which is country rustic sourdough. But this sandwich came with white miche which is just a white bread. This really frustrated me especially due to the fact that nobody informed me about any modification they would do to my sandwich. And it even had the check mark for a “modified” sandwich which again I didn’t ask for. Typically when an establishment runs out of an ingredient they replace with whatever the customer wants instead but again I was never given the option to swap out the right bread I would’ve wanted. Third thing I noticed was that the group soups that I ordered did not come with any ladles to transfer over to the smaller cups. Which the ladle and the cups come standard with the group soups. I received the cups but not the ladles. Lastly and most importantly to me was the customer service that I received upon another issue with my order and that was that I was charged for a drink that I did NOT ask for in the first place and on top of being charged for that drink I did NOT receive a drink in the drive thru. At this point I was very frustrated but prior to even knowing I had gotten charged for a drink I did NOT order nor received I had called the store to clarify the “Charged sips” charge I saw on my receipt. During the call I had asked a young lady what “Charged sips” meant on the receipt and with a very unimportant and ignorant tone responds with “that’s a drink”. I proceed to then explain that I didn’t order or receive a drink during my process there and I get the same tone with the response of “okay?” after a couple of arrogant stutters. In conclusion to that phone call it was very very unprofessional and very unimportant it felt. I did not feel like I wanted to be helped by that person nor was I helped. At this point moving forward I try let it slide in my head but I was held by so many missing factors that this store had let pass. I had only felt it was right to bring attention to this so I had called again to get a name of the person I spoke to. So I did and asked the person who picked up the phone if I could get the name of whoever I spoke with for my first phone call. And the answer I got back was, “This is Brenda and I’m a manager here, we have plenty of staff who are trained to pick up the phone at any given moment”. Which is a very well thought out answer but I soon realized that Brenda was the person I spoke to on the first phone call. Brenda continues to ask what the issue was and I explained to her all the issues I was having and she offers that I come back and get my drink. In summary to that call I was left with the feeling that it was unprofessional and unimportant especially if Brenda is a manager and no real solution provided. With this review that has a one star, comes with two customers who will never be coming back to this Panera that has such a beautiful and perfect location in...

Extremely disappointed in the takeout service at this location. Time has passed and I just felt the need to at least let the public know what's going on in this neighborhood. Everytime I pass by this location, I get a real sad feeling and just shake my head and made the decision never to visit this or any other location again. My family recently purchased a home in the area only for me to notice(during my lunch break around 11:00) a refusal from the wait staff to prepare my to go order.

Usually, it's an in and out experience with my order intact. However, this particular date and time, I ordered from the kiosk (1/2 greek salad w/chicken) and I had purchased a large drink beforehand using the same method. The restaurant waiting area was basically empty so I sat at the table facing the kitchen. More time than usual passed where I noticed several people order from kiosk and in no time, received their order and left the restaurant. Next, an elderly man placed an order and received his in no time while I was still waiting for a 1/2 Greek Salad. During this entire time, I noticed my name move from "Preparing to Ready" mode, however the salad never surfaced while countless customers continue to order and receive their order before me. 25 minutes passed and while all this had taken place, I asked the young waitress if my Greek Salad was ready, and her reply was after she looked over the counter into the kitchen where one person had been preparing orders, and said...He's bagging it now"

15 minutes passed and I'm still staring at the waitress and the kitchen area and the menu board that now has removed my name entirely. I had already made my mind up to ask for refund, but then decided to ask ONE MORE TIME WAS THE GREEK SALAD READY!

The waitress replied...."Oh, if you would like for him to make it for you, he'll be happy to prepare it for you"

My response was...Huh??????

I then said, nevermind Ma'am, I'll just get a refund after 40minutes waiting for a 1/2 Greek Salad. I stood in line next to another customer waiting for my turn at counter when all a sudden, a tall man appeared behind the counter; He began to look around then said "someone wanted to see a Manager?"

I thought to myself, I didnt request one besides, I'm still waiting my turn in line.

Next, the customer standing to the right of me, pointed in my direction and said "she did" (AGAIN, I WAS WAITING IN LINE STILL AND HADN'T REQUESTED ANYTHING BUT A 1/2 GREEK SALAD W/CHICKEN)

I approached the counter and the Manager asked what I ordered, and I told him then he offered to make it, I declined because I WAS NO LONGER HUNGRY!

I just asked for an full refund then went on my way, with neither an apology for the one person in the kitchen who refused to serve another person of color nor the waitress that covered for him.

The only thing I have to say is, SHAME ON YOU BOTH, AND I PRAY YOU HAVE A RENEWED MIND AND CLEAN HEART REAL SOON BEFORE IT'S TOO LATE TO REPENT!

Signed, Former...

Y'all. So its Christmas eve and I really don't want to leave the house. Im house sitting and don't know the area well but I'd like to order delivery. Dig around on Google maps, so hungry that I really just want something that is open and can bring it to me. Settle on panera. Don't usually eat here (im a stickler for going to the same places and ordering the same safe things I always do). Had some serious issues with the Google maps ordering platform. Couldn't select a full sandwich without it asking me to choose a side from a list that didn't exist. Had to order two halves of the same sandwich. Tried to order soup and it did the same thing. So I typed in notes to relay my issue then called to see if it went through. Super helpful guy on the phone (Panera help line. Not the specific store number) said i could order the soup separately on the Panera site and call the store to let them know both orders were together. Called the store number he gave me and couldn't get through at all. No biggie, while the soup would be great, online menus are often messed up (this is outside of the restaurants control and is just how these platforms are). I didn't want to order just soup if i couldn't get a hold of them to let them know they were together.. Anywho...im getting pretty hungry at this point. Knock knock...its my delivery guy. This majestic man of food delivery is standing there with a bag of goodies. And I honestly would have been satisfied with some day old chicken nuggets if that is what he had brought me. So hungry. But alas, he has brought magic. He says "don't worry. They got it all in there" and im assuming he is just assuring me the order was checked. No no. He meant all of it. The soup included. I tear into this bag of amazing smells and pull out the sandwiches and soup, unwrap them and take my first bite. Bro. When I tell you it was magic, I mean I think I might have melted into another dimension. Absolutely the BEST sandwich and soup I have EVER had. So much flavor. Everything was so fresh and perfect. The bread toasted just right. Meat perfectly cooked. Cheese perfectly melted. I dont even know what they did to the peppers and avocado to make them taste like they did. I had two different sandwiches in mine and my boyfriend ordered two of the same halves for his and all 3 types of sandwiches were perfect. Im not picky in the sense that I won't eat things. I grew up with the "eat what I made or don't eat" mentality, so I will rarely snub food. But I am picky in the sense that I don't really ENJOY much that didn't come from my mommas kitchen. But this.... amazing. Sorry for the book but Y'all really made my day with your...