Panera Bread — Restaurant in Saugus

Well first off let me start by saying I like to go to places that get reviewed as a one star to see if it's true!! and let me tell you this place did not disappoint they should definitely be getting a zero star ,if I could put it, the problem is almost all the reviews are true I have witnessed everything everybody has said , I went there when the restaurant was completely dead maybe about 10 people in the restaurant , as I place my order to a very nice young woman who was professional and kind the order was a order to go , as I waited about 20 minutes the order came out as not to go when I told him it was a to-go order please pay attention to the slip it says TO GO ORDER!, He then angrily put all my food into a to go containers, as I drove home 4 minutes from my house I open up the container realize the macaroni and cheese has 2 scoops in it and didn't even fill the small container mind you the price is outrageous the chicken sandwich was cold bread was soggy and it was the turkey BLT that got me thinking is this turkey, there was only one small tiny piece of bacon on the whole sandwich I don't know if you call that turkey or not the avocado was old and it just look like a big mess I probably could have made it out of a soup with the bread it's supposed to be a sandwich by the way this place is very unsanitary the franchisee owner should be sued for serving food like this to the public and not caring if...

I’ve been a loyal customer at your Saugus, MA location for over 13 years, and have always felt like part of the Panera family. The staff has consistently been welcoming and kind, and I’ve always appreciated the atmosphere and quality of service — until today.

This morning, I placed my usual order but noticed that I had been overcharged. When I politely brought this to the attention of the manager (I believe his name is Oscar), he became noticeably annoyed. I didn’t want to escalate things, so I let it go and proceeded to get my coffee.

As I waited for my food, I realized there was no coffee left — something that occasionally happens and is usually not a big deal. I simply informed Oscar, as I have done in the past with no issue. To my shock, he became extremely agitated and suddenly demanded to refund my entire order, saying I was no longer welcome at the location.

I was left shocked and deeply disappointed. This is not the customer service I’ve come to expect from Panera. I genuinely care about this place, and it’s disheartening to be treated this way after years of loyalty and positive interactions.

I hope this situation can be reviewed, and that future customers — especially regulars — are treated with the kindness and professionalism that Panera is known for.

Thank you for your time...

I'm a long-time repeat customer because I like the food/selection. Just had to call the Saugus location though because a smoothie delivery was placed on my front stairs upside down, spilling smoothie all over the step. Problem was, when I called the store, the cashier basically said, not our problem, it was the delivery person. I just can't imagine treating a customer with that kind of disregard. I explained that I didn't choose the delivery service, and that I I'm sure Panera would want to know if a delivery service they use is treating their customers like that. This turned into an argument where I had to ask for the manager who continued to let the cashier stay on the phone talking argumentatively and sarcastically at me. They basically said I would need to reach corporate office or get the delivery service they chose (Door Dash) to make it right. In other words, I get to do more work for being treated badly to begin with. Nice. I won't be going back to be...