Panera Bread — Restaurant in South Bend

Came through and everything was going fine at first. Got a blueberry lavender lemonade. ✔️ But I also ordered two bread bowls. Bacon Mac n Cheese and a Broccoli and Cheddar soup. I got home, the food is not inside the bread bowls. I have never received my food outside the bowl, and promptly called the store. -sidenote: I have recently, with my wife and roommate, had to move back to the place we are staying after we were catfished that the place we were moving to had everything we needed. As such, we have been living on paper plates and plastic forks and spoons since. I ask for the manager, she says she is (but isn't, she's the ASSISTANT manager). I tell her what's going on. She says that's always how they've done it. Says she doesn't want me to waste my gas coming down there and said she can't refund me the food bc that's how it's made. NOWHERE on the menu does it show it coming on the side. In fact, the picture shows the food inside the bowl on the menu. She said it should have come precut, it wasnt. Condescendingly she asks "You don't have a knife at your house?" I tell her no, and I don't wanna just open a hole with my bare hands trying to tear it off. She tells me she is gonna end the call and have a great day. I interrupted her asking when the actual manager will be in, she says that they are on vacation. Wouldn't tell me when. I absolutely love this store when all I needed was my sip club drinks. Now when food is involved, it's like pulling teeth. Will Be following up with the manager DIRECTLY when he or she is in. Pics for proof of bread...

Overall the experience was not terrible however the original person I got at the drive thru window was not professional. My wife likes her coffee a certain way and that is ok but the woman working the drive thru did not have patience because as I was ordering her coffee I could here the barista expressing frustration. Now whether or not it was towards us or not isn't the point. The point is when someone visits a business the aren't expecting to be swept off there feet with customer service but they are looking for a good experience. This encounter was not the case the woman working the drive thru frustratedly exhaled and then we had a guy finish taking care of us. Now normally that would mean at the very least a slightly better experience but again in our case no as he had to be corrected multiple times on our order and as I said before my wife likes her coffee a certain way so when I get her coffee at the window and she is visibly disappointed I become irritated because now I've repeated an order 5 times at this point and my wife isn't happy. Her coffee is a medium iced coffee with 2 shots of espresso and extra ice. What we got was an extra large ice coffee with what my wife describes as barely any espresso and a normal amount of ice. I'm giving them three stars because while this experience was not great I have been to Panera more times than I can count and generally my visits are at least 90%...

Second time in this restaurant. The gentleman at the counter was friendly and courteous. Food is pricey but tastes good, especially the soups. HOWEVER......the restaurant is filthy as was last time I was here with my daughter. We had a hard time finding a table that wasn't covered in crumbs and scraps. The floor had food crumbs everywhere you look. We don't visit Panera often mostly because for 3 people it costs almost 40.00 and it isn't even a sit down service bussing restaurant. But the counter staff where we get our orders from were rude. I walked up and waited for them to finish talking. The girl looked at me and continued to talk....didnt ask if I was order #65. I had to ask what to do with the buzzer. Then I asked if the plates were mine...she said yep and went on with her conversation...like my presence was annoying her. I started to question why they ask for a tip when you check out...now I see....so they can get their tip before they actually have to do any work....they dont even buss the tables...there is a tray/plate counter above the trash to buss your own table. I should have left all the plates there and make them do some work for that tip. Unprofessional, lack of courtesy and customer service. Not friendly at all ...except for the gentleman at the counter who also came to ask if our food was okay. I give him 5 STARS! The rest get nothing.....thats why I leave this a 1...