Panera Bread — Restaurant in Raleigh

Curbside delivery is a J-O-K-E! I wait almost 15 minutes AFTER i mark "arrived" and it says my order is being brought out to me before i end up going inside myself and picking it off the shelf. And more than half the time the order is completely wrong, or missing an item or two. I usually order a half turkey bravo sandwich with broccoli cheddar soup, and chips. Its either missing the chips for the side, the utensils, the sandwich isnt customized right or the soup is cold! Today, was the last straw for me. I ordered my usual turkey bravo sandwich on white bread with chips for the side (no soup this time) - I did cafe' pickup because god forbid i have to do curbside...Walk in and see my order is on the shelf. Awesome, its actually ready on time! I always check the receipt taped to the bag to make sure it's correct. Receipt looks all set.....I get all the way back to work, open the sandwich and its a TUNA sandwich with no chips?! I do not understand why it is SO HARD to make an order that is PRINTED ON PAPER OF WHAT IS ON IT. The receipt on the front was correct, but the sandwich inside the bag was obviously not right...Great, now my lunch break is over and i have no food to eat. I call the store and explain what happened and asked if they could remake my order and run it across the street to me because i cannot leave work again. Mind you, i work less than 5 minutes in WALKING distance from this Panera. Manager answers the phone, and says they can remake my order ASAP but cannot deliver it....UGH fine, she tells me "I'm gonna go make it right now and it'll be ready on the pick up shelf within the next 5 minutes". I wait the 5 minutes, walk in and the shelves are all empty? Where is my order? I don't have time for this. No one in sight working the pick up/curbside area for me to ask and no one behind the counter near it to ask. Welp, it is a Saturday afternoon. I can wait another second, maybe their making it right now. I stand there and wait 12 MORE MINUTES before they bring my order to me. Whatever, i grab it from the lady and leave. Get back to work for the SECOND time now, and its missing the pickle that usually comes with the sandwich. Good grief. Hire an attendant to ONLY work the curbside/pick up for goodness sakes, and check your freakin tickets. I'm so done with this...

We placed a delivery order at 6:28PM. When our food hadn’t arrived at 7:45PM, my husband called the store and was told they were short on delivery drivers. He drove to the store to pick up our food and asked for a refund of the delivery fee and the driver tip ($8 total), since our food was never delivered. The manager would not do a partial refund of the delivery fee and driver tip, and also would not give us both a full refund and the food that we’d ordered an hour and a half before. We either had to pay full price, including delivery fee and driver tip for food that was never delivered and had probably been sitting on the counter for over an hour at this point, or get a full refund and no food.

After my husband left without our food, I called the store and asked what was going on, because this isn’t the level of customer service I’ve experienced with Panera before. The manager insisted that she could not give a partial refund, and that she could not give a full refund without “cancelling the order” in their system because it was against their policies. I confirmed with her that what she was saying was that they had made the food and then thrown it away rather give it and an $8 refund to a regular customer who had come into the store after waiting over an hour for delivery. When I asked why they didn’t call to let us know that there was a delivery issue, she blamed it on the delivery driver. I called Panera’s customer service immediately afterward, explained what had happened, and asked if it was in line with their corporate policies, and the representative said it was possibly a policy at this franchise location, but that he’d never heard of a store throwing away a customer’s food in this situation. We won’t be ordering from this Panera...

I travel for work a lot and Panera has always been on my short list for a good quick lunch. The food is fairly consistent and usually served quickly. While the prices have gone up considerably through the years, it’s still a favorite for me. Unfortunately, I will never visit this particular location again. I’ve eaten breakfast or lunch at this location many times through the years and it’s always been a little slower than other locations...sometimes the food is cold when finally brought out to the table, but I decided to stop there for a late breakfast sandwich one day this week. They were out of brioche rolls, so I ordered ciabatta....not that big of a deal because I was at the end of breakfast. After waiting for 15 minutes at my table, I decided to walk up to the service counter to see if my sandwich was sitting there. I didn’t see anything that looked like it should be mine, so I sat down and decided to wait a few more minutes. Shortly after, a guy brought my food out, but it clearly wasn’t what I ordered. It was egg and ham vs egg and bacon and not ciabatta bread....maybe they were out...I don’t know. He asked the folks preparing the food to make another. They looked and acknowledged his request. I waited another 10 minutes, but no sandwich was produced. At this point, I walked to the front and asked for a refund and left. It’s clear that something is “broken” here. I will simply drive by this place from now on like it doesn’t exist. I hope they get it squared away there, because Panera is capable of producing very tasty and...