Panera Bread — Restaurant in Puyallup

Highly disappointed in our stop at the South Hill Panera yesterday evening, just before 8pm. The drive thru was consistently busy and I did see counter/kitchen employees cleaning behind the scenes, that might be the only things saving this review. Along with the amazing male customer who practically called out gps instructions for me to find their super hidden, small 2-stall, dirty restroom quickly for my toddler. My partner ordered on the kiosk tablets while I trekked our toddler to the restroom. It wasn't clearly labeled and the layout of the restaurant is very odd/long (they can't help that). The restroom was dirty and as my toddler said -it stunk like diapers. At least it was stocked with supplies. When I rejoined our table, no food yet. My partner asked an employee cleaning the bread display and she said "there's a window over there to check". Now first let me say, I am aware of the rapid pick up window for to go orders. In any Panera I have dined in at, they call your name and if you don't respond for a bit they will come bring it to you or at least look for you, to free up their window space and ensure you got your food. I was not aware that it had stayed contactless since 2020 covid protocols, so we do take some accountability for not waiting at the shelved window area. However, my partner never heard our name called and no employee thought to ask where 3 plates of food went for 15 mins. When my partner grabbed our food, he noticed his bacon mac & cheese hadn't bacon. He questioned the employee behind rapid pick up and she promptly grabbed a handful of bacon pieces and dropped it on top. Obviously our food was cold, parts of it were lukewarm at best. Could we have asked it to be remade, sure.. but we were all beyond hungry from a long day away from home and I accepted responsibility for not waiting at the window. My partner's dip was how I can only describe as a mix of congealed gravy, oil and overcooked swelled up onions. It smelled like leftover pan drippings, maybe that's what it is intended to be? But it was not what he expected. He did enjoy his sandwich itself. While eating my mac & cheese, I found an entire chunk of solidified cheese. I used to be a Panera junkie, so I know that even if you refrigerated the left overs, the cheese doesn't solidify into a chunk like this.. No, this was laziness in the kitchen. My Mediterranean Veggie sandwich was delicious as expected, but I do miss the older recipe. My daughter said her grilled cheese wasn't crispy. When I grabbed the sandwich to rip into smaller pieces for her, in fact it was hardly toasted. The color was light and on one side only. The flip side looked like a raw piece of bread. We also had to remind them that they forgot 3 drinks cups we paid for. The dining room was dirty. Leaves and such on the floor, I can understand. But too many tables had trash under it and large food crumbs. I wish I took more photos. I just snapped a last minute one as I left. They cleared the empty table behind us of their dishes and left the lids /trash beneath the table. Do they not have one of those movie theater silent vacuum or a broom to make sure the table is ready for the next guest? As we walked to the restrooms, the floor got increasingly dirty and employees continued to just walk by the litter. An employee came to clean the table next to us, which had been empty since we arrived, and she practically just adjusted the table/chair and walked off. Not even a glance at us, a smile or a sweep of the area (photo represented). The cashier who rang up 2 more orders at the front, not a single smirk or smile. Overall, we were simply disappointed in the entire visit and if we ever have to eat here again while passing the area, we will just do a drive thru order and call it a day. Please work on your...

To be honest, after we got home, I edited this review (started at one, changed it to three after we ate), as our Food was very good (might even say best from Panera in a while); Greek salad with quinoa, 2 tomato soup bowls, Thai salad, and 2 sandwiches (largest order we’ve placed at any Panera- almost $50).

Would have given a higher star review but picked this location (twice as far) over another (half the distance away) because of drive-up convenience (newborn baby in the vehicle and the closer location doesn’t have drive-up) and potentially similar service (Not) & food quality (better actually). Found out the drive-up was “closed” upon arrival, and when I asked for a manager, was told again the drive-up was closed and the computers weren’t working. Didn’t really appreciate tone & how whoever was on the speaker, handled it. Resolved to walk inside to order & speak with Mgr directly (didn’t think about how I was going to order/pay if computers were down...), as we wanted Panera meals (it was 8:30pm...). Asked for manager and placed our to-go order. Manager had zero idea the drive through was closed, said we shouldn’t have been told that, stepped aside to check on it, and came back saying neither drive-up computer would take any input. Certainly felt like a crew closing down drive-up orders early before closing, for their own reasons; but I could be wrong. To top it off, when we got our order, one of the thin, flimsy paper bags (order was in two bags) ripped apart (again I look at Panera Corp for cost cutting & training) before we reached the vehicle, and nearly lost 3/4 of our order on the pavement, but luckily saved it. I certainly wasn’t going to complain again... to no avail.

Now I don’t blame the Mgr on duty, I believe he tried hard, but clearly not very leadership experienced, nor fully trained (here I look at Panera Corp), and he would certainly benefit from structured professional development mentoring. When we first ordered, he listened, apologized (benefit of doubt, don’t exactly recall it) and explained, but that doesn’t resolve the reasons we selected this location, nor appease our grievance (I guess we could have simply ordered from somewhere else). BTW, apparently, only the drive up computers were not working; can you imagine that?

Need to do better than this, to keep us coming back. Doesn’t feel like an unavoidable perfect...

Tonight I ordered food to have my husband pick up when he got off work as I’ve been sick at home for three days. I ordered a lemonade with my drink and signed up for their “sip club” which is $14.99 a month. My husband asked them if this was the whole order, the manager on duty said yes, and he came home with no lemonade. So I call the store to ask about it and they said since I got the sip club there’s nothing they can do because technically the drink was free. I asked to speak to the manager, and he tells me the same thing. I said I understand that technically the drink was free, but I paid three times that amount in order to make the drink free and I didn’t receive it. He then says “you can come in 7 times a day for drinks and it’ll pay for itself in a day”. I like 30 minutes from this location and work even further away. I don’t work near a Panera. He then proceeded to BLAME MY HUSBAND for not checking the receipt. When he asked “is this everything on the order” and they tell him “yes”, why would he think to check rather than expecting them to just do their job. I wasn’t asking for much, a $5 gift card at most to cover this item I didn’t receive. I haven’t been to a Panera in years and figured I’d start going again with this drink club thing. But after this experience? Absolutely not. I will be taking this even higher when they open tomorrow. Word of advice? Admit your mistake when you make one and the customer will be a whole lot more willing to understand and be patient. But to literally blame my husband when YOU don’t know how to do your job correctly? Completely...