Counter-serve bakery/cafe chain serving sandwiches, salads & more, known for its bread & free WiFi.
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"Accuracy Matters" - their slogan - was not the reality today. I am so frustrated with the decline of service that I have to share my experience to hopefully help other customers make decisions. By the way, I was not given the receipt and I could not find a single link online or on the Panera's web site to submit a survey based on an order number. This morning (Sunday), seeing the long line to the single working cashier, I have decided to order using kiosk. Chose a breakfast sandwich with egg and sausage, it then informed me that the type of bread was not available and I have substitute, however no substitutions were available. Ok, I chose a different sandwich - scrambled egg and sausage on a different type of bread. Choosing extra sausage, I added it to my cart and paid. I then stood by their window watching them make orders, which was about 10 minutes, and the girl in the window did glance at me several times (I was the only one standing). She then proceeded to give me my order saying "WE ARE OUT OF SAUSAGE, BUG WE ADDED EXTRA EGG. YOU CAN SEE CASHIER". I took a look and I saw a bun with just egg. At this point, I looked at the watch, I looked at the same-length long line for the single cashier and I knew I had to move on if I did not want to be late. At home then I took 20 minutes to make bacon and add it to the sandwich and thus make myself my breakfast. The whole point of going out was not to cook for myself today. I am sad that the "Accuracy Matters" is on the customer - they can carry through their orders in whichever way or manner, and I have to spend my extra time and stand 10 more minutes in line to make sure I get a substitute or refund when my order is not accurate, when THEY ALREADY KNOW IT IS NOT ACCURATE. There are a number of things they could have done, for instance she could have asked me, excuse me is that your order - we have a problem with it. She chose to "complete" her order and move on to the next one, and move the accuracy to the customer to deal with. Beware, plan for extra time to make sure you will be able to deal with the accuracy issues on your order. By the way, my order number was: 639996454 and my order was checked by what...
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As a former employee of one of the Bakery Cafes, this was by far the WORST experience I have ever had in a location. The kiosk ordering was difficult and when I attempted to pay, it would not let me, stating that there were items that were not in stock even though I could clearly see the items in the bakery. When I asked for assistance, there was no one at the counter. When I did attract attention by being loud, I practically had to beg the cashier to take my order.
Because the music is loud and the other employees were goofing around, I could barely hear the cashier through the plexiglass barrier. As I have hearing loss to begin with, I leaned in to hear her and was promptly scolded by her for leaning in to hear her.
The cafe was dirty, the drink station was covered in sticky soda residue and there were no clean lids for the cups. The straws were non existent.
No understanding, no management to be seen, even though I’m sure they knew I was here and upset as I saw a manager type scurrying past me.
Over all, I will never eat at this Bakery Cafe again. I will eat at another restaurant.
Poor form...
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First they were super busy but I was patiently waiting for my food
Got my food and while eating it I noticed my chicken sandwich, my chicken was still a lil pink and not well cooked.
I got up to show on one of the staff and told her that I understand they are busy but they gotta cook the food properly. She said, “yeah okay”Not sorry or anything and she just walked away.
I was unease about it and so I told the manager but by that time I throw away the piece of chicken (which I showed the first staff) Just told him to talk to her about better customer service and that they need to make sure food is cooked well.
He didn’t really apologized either and was looking all confused. Not trying to understand me or what’s happened he was just trying to pay me off. I got mad said I didn’t want anything and left 😡
It’s about quality not quantity. It’s lunch hours but make sure food and customer service is best...
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