Panera Bread — Restaurant in Richmond

Fair warning: if you order a bagel pack through rapid pickup, they won’t start working on it until you walk up to the counter and tell them that you ordered bagels...kind of defeats the purpose of ordering ahead. For other rapid pickup orders, they always have them ready on time, but don’t pay attention to modifications at all. I can’t tell you how many times I’ve ordered a modified sandwich (different sauces, less ingredients, extra ingredients—that you have to pay more for btw) and later discovered that the modifications were completely ignored. This is very upsetting by now, since I’m usually ordering RAPID pickup because I don’t have time to waste on a remake, and the past few times there was nothing I could do about it...since I’ve already been at work by the time I figured it out. They also forget to refresh or refill their coffees, so I frequently have to wait for them to brew a new pot (not only during their busy hours, but even when it’s extremely slow in there)...very inconvenient when you’re in a hurry. Finally, there’s a brunette manager who always wears a poofy updo and tons of makeup, with a sour look on her face, who is always kind of rude and unpleasant. Don’t order rapid pickup from this location if you are a picky eater and want your food preferences honored. Don’t eat here if you’re looking for a relaxing environment. It’s only really a good place to pickup food that you don’t want modified. As long as you don’t order coffee or bagels, you’ll be in and...

EDIT: I usually order at least once a week, on average, from this location. In the last three orders, at least one thing if not several was incorrect. I ordered bagels to be cut in half; they weren't. I ordered cream cheese tubs; they were omitted. Last time, I ordered 18 bagels; I received 12. I'm not planning to order from here again.

Panera has really gone downhill which is unfortunate, because I order from this location at least once a week; I often order every day when I'm at work because I'm busy and eat at my desk. I don't know why they keep promoting the sip club when they can't remember your drink when you order one. It's also bizarro world if you order delivery online because if you ask for utensils, the receipt says, "no utensils." If you ask for text updates, it says, "call first," when I don't require a phone call unless there's a massive issue with my order. It has also gotten super expensive with all of the fees. Twenty bucks for a simple lunch? I think my day in the sun with Panera is over. NOTE: while this is more of a delivery service problem, I'm tired of my food arriving smelling of...

I would choose zero stars if I could. This place has been adequate in the past however recently this Panera has declined in all aspects. Their self-serve kiosks have "under maintenance" recently, their customer service has been extremely poor with my last two visits, and the quality of food has also been terrible recently. At my second to the last visit I came in significantly before closing time, however, the employees would still not accommodate me by ordering on the kiosks or at the register with them - they turned us away and were blatantly rude about closing soon (while trying to close early). During my last visit, the employees were very unprofessional and were refusing to help each other whilst preparing food which caused a longer wait time for the food. Lastly, the quality of the food is AWFUL, when I tried to customize a sandwich they completely ignored my changes and made it without anything I asked for and with things I didn't ask for - it was nasty. I will never go to this...