Panera Bread — Restaurant in South Euclid

Today, at around 9:30 am EST, I visited this shop and I was the only customer at counter still the two panera employees did not knew that they had to take order. While taking order he put in honey walnut cream cheese when I said I wanted hazel nut and he lied to me saying that "Yeah yeah, he will switch it while preparing the order".My order was very complicated 6 bagels sliced and toasted and two cream cheese. Then I found out that they do not have hazel nut flavor. I was fine with what they had - honey walnut. See so far, I think I have been more gracious than any customer who order 6 bagels toasted and two cream cheese.Now one of them eventually started taking my order. Once I paid ~$11 he asked me if I wanted the bagels toasted and I said yes- great so far right. Then apparently he forgot to switch on the toasting machine. So now the second woman employee graciously offered to help after 10 mins. With two of them working diligently as inefficiently as possible, they started dumping yes dumping one slide of a bagel randomly on top of each other in a 6 inch see thru plastic bag without a handle. :) All this time no other orders or customers and no senior manager in sight to guide them. Eventually one senior looking employee comes and tells them always to use a paper bag for bagels always after I requested them to use one. Now they did not even know where to get a paper bag for the bagels. I forgot guess how long I have been now 25 mins. still no order. Once they discovered the paper bags, they started dumping random slices on top of each other into the bag - just like you would dump your lawn garbage into in your brown lawn garbage bag. At that moment I left the shop. I know I lost my $11 but to me this whole circus while they did not even had any other customer reflected their utter irresponsibleness, and total and complete disregard about customer service man ship - two basic and simple skills needed when you sell stuff or run a business with customer service and quality in mind. So far I in this experience I have not seen a shred of so called "enhanced customer experience". This not the only time, I have a young one and some times when I visit this Panera I need to change my daughter's diaper and I noticed both the changing table slanting dangerously downward where your baby would literally roll over if you do not hold up the table with your knee - we reported that to the so called location manager - guess what it is still slanting. Another time I brought my mother-in-law, wife and daughter on Sept 3rd 2018 afternoon around 1:30 pm EST for quick lunch and we order 3 sets of soup and sandwich combos - with two order exact same and one with a apple instead of bread. Guess what my mother-in-law got- bread no apple. I see a lot of people doing spin class and showing off how healthy they are doing and I get that Panera is just a bread company but when we order apple we should get apple - hopefully Panera can get their orders right before they close their business. Hopefully this helps and provides some pointers clear and understandable enough to...

Well, I rolled the dice - wife had taste for soup. Well.. service ..sorry.. sucks. As I walked in, a customer just finished up, and the Panera cashier finished her and walked away. I guess seeing me walking in and looking at menu is meaningless. Left standing there for maybe 10 min. What great service. Great feeling. Cust retention.. Finally, someone showed up, and I ordered. Will see if the order is right and any good. It's been probably 6 months since being here. Prob 6 or more if ever again. Wonder why the Highland Hts location closed. I guess we need more pay for less work and less work ethic nowadays. Guess what. Ordered a BOWL of the new chili. Got home. It's a cup. Why am I am not surprised. We need to find somewhere that cares about the customer and the order and the food. Yes, tall order. Now, that's a place people may return to. Thought that was the general idea. BTW Chili was good. Glad I ordered my sandwich though rom Jersey Mikes.

Prev visit: just moved to 1 star. Went back a wile after last visit. lol.. ordered takeout. Soup, chips and a BBQ chicken sandwich. Looked in bag to see 2 chips, a sandwich wrapped and a soup. Awesome. Got home. What I DIDN'T DO is pull the sandwich apart to make sure it was right. Bad bad me, huh. The chicken sandwich had NO CHICKEN on it. LOL. Are we.serious?!?!?! Called just closed cant refund drawers empty. Come back tomorrow ask for Stacey. Came back tomorrow. Stacey not there. Come back another day. NO. Enough. Not chasing my tail. Gm can only do a refund, and they can try calling to walk thru. Usually should go.thru Corp for.problem. I don't care what or where. you give me a chicken sandwich with no chicken. Just refund me. Cash or.credit the card just for the sandwich. Not looking for anything more than or less. Another gentleman came from the back and did the refund to card. So.it could be done but just spin my wheels huh. Hope come.back again and again and maybe forget. Don't worry I won't be back. What is going on today with restaurants? Blame food supply. Blame staff or lack thereof. Then close. All.of.the turkey sandwich I asked.for were out. So half menu out. Give me a no chicken sandwich. Were.you out? Forgot? Was a joke? Who knows. Close til you can get it together. Soup my wife wanted was out too. Had to go with plan B on that. So tired of all this. Best of...

TL; DR : Panera messed up my order and the employee I spoke to on the phone gave me attitude when I called to inquire about a potential refund.

I've frequented this Panera for years. After the company moved their deliveries to DoorDash, I started placing rapid pick up orders exclusively. They are never ready on time even when I opt in for text updates. Every time I place an order and get a text saying it is ready, I always have to wait at least 5 minutes before I can even get anyone's attention to receive my order. Most days, they haven't even started preparing it by the time I speak to someone. I'm always ordering either soup cups or a bagel, neither of which should take the 20+ minutes that they actually take for me to receive them. Despite this, I've never complained before because the employees (usually the younger ones) are very kind to me.

However, today I had to order for delivery because we are in isolation currently at my home. Despite my aversion to DoorDash, the delivery portion went so smoothly. But the restaurant gave me the wrong size iced coffee that was significantly smaller than I had ordered. When I called and asked if it was possible to be refunded the difference, the employee who answered the phone told me that they could not refund it but that I could come and pick up the correct coffee. When I tried to explain to her that we were in isolation and can't leave the house, she gave me an attitude and in a snide tone said, "I didn't say that you had to pick it up TODAY." I immediately hung up on her. I am not angry at the employee for the store's policies. If they don't do refunds, I understand there isn't much the employees themselves can do. However, it is entirely inappropriate to speak to a customer in that way when your store was the one to make the mistake. Like, why is this employee giving me an attitude because I don't have the refund/replacement policies of every restaurant I've ever ordered from memorized? I worked in food service for ten years, I can tolerate waiting longer for food and seemingly convoluted corporate policies that customer service employees can't control because I get it. But I'm not going to patronize a business with employees who treat customers in this manner. Needless to say, I will not be returning to this Panera (or any others quite frankly)...