Panera Bread — Restaurant in Rich Township

Clean eating area and bathroom. Ordering protocol not clear for those of us who seldom frequent Panera bread and we are from out of state. There was no greeting from staff. I asked what to do and they said to just order from the kiosk, which I did for my order of a single cup of self-service beverage. The kiosk cheerfully flashed up other things I might want to buy which I had to cancel out of and then did not say what to do next after paying with my credit card. So I asked a staff member. They said to " go down there."That is where people waited to pick up their orders. So I went to the area to pick up orders. This is where people were picking up food. I saw stacks of coffee cups and wondered if I could just grab a cup that did not want to be accused of stealing. After the preceding customer was served I asked an employee since I just ordered a cup of coffee, could I take a cup? And then they said I could. And I ran into another staff member and pointed out my confusion and they instructed me that the cups were right there and I could have gotten a cut the moment I paid. It was a needless waste of time to wait for a cup of coffee. Customers would benefit from Panera Bread giving clear instructions on their kiosk at if you are simply ordering a beverage which you serve yourself, you may take a cup and a lid and obtain your beverage. Or they could take a clue from the 20th century and simply greet the customer at the counter with a " how may I help you?" Only one sink in...

Extremely Disappointing Customer Service Experience

Today (May 24, 2025), I visited Panera Bread in Matteson, IL (4848 211th Street), and had one of my worst customer service experiences ever. From the moment I walked in, the attitude of Gaby, who identified herself as the Team Leader, was completely unacceptable. When I greeted her and kindly asked how her morning was going, she refused even to make eye contact and rudely asked me to be quiet because she was busy.

When I picked up my Americano coffee, I immediately noticed the cup was nearly empty. Upon asking about it, I was told they had simply forgotten to add water. Such carelessness is especially disappointing coming from someone in a leadership position.

Respect and customer courtesy should always be top priorities, but today, I experienced quite the opposite. I sincerely hope management addresses this issue promptly to ensure no other customers experience...

I placed my order around 8:45PM today, but the first time I ordered the new Chicken Bacon sandwich w/ no bacon it didn’t have the lettuce that I asked for so I let it slide. The second time which is today I ordered it again and the wrong bread was put on it I received French baguette instead of Black Pepper Focaccia and the bread makes the difference French baguettes are tougher to chew. I understand mistakes happen but this is the 2nd time I’m paying for not only food but accuracy and service I just spent $15 just to get order wrong…again it’s a little frustrating b/c I was looking forward to it and couldn’t even speak with anyone to resolve the issue. I called the store 30 minutes before closing two times after I realized and let it ring all the way through no answer so that makes me feel like the cashiers are ignoring the phone since online says the restaurant...