Panera Bread — Restaurant in South Windsor

Panera, Panera… you tried it.

If I could rate you lower than a star, I would. Let’s set the scene: It’s 6:30 pm on a Wednesday, and mom and I stop in Panera. First thing that happens? A staff member asks, “What do you want?” We politely ask for a second to decide.. Cue the eye-roll and “let me know when you’re ready” as she turns her back to us.

So, we go for two bowls of potato soups. Plot twist: “Oh, we’re out of potato soup.” Fine, it happens. So, we switch it up: one bowl tomato soup, one cup of tomato with half a grilled cheese. We pay, sit, wait. Just as we’re starting to feel hopeful, I get called up again.

Turns out, they’re out of tomato soup too. And the bread for grilled cheese. So… they basically had cheese. And that’s it. When I asked if they were out of anything else, the overweight blond manager—who might just win gold for the “Customer Service Attitude Olympics”—lets me know, with all the warmth of a Siberian winter, that they’re waiting on a truck.

I politely asked for a refund. At this point, dinner consisting of a single slice of cheese wasn’t going to cut it. They did give me my money back, so I guess that’s something, but come on, Panera. Running out of half the menu at 6:30? And a side of snark from your staff? Maybe management should do a better job ordering and give less...

Just ordered a “rapid pickup”, which has its own separate pick up area. My name was on the “ready” area of the pickup screen, but my order was not on the shelf. I sat and waited for about 5 minutes to see if maybe someone would bring it out or call my name, after a few minutes my name disappeared as if my order was picked up. When no one came out, I approached the window where they expo the orders & the cafe manager was prepping things & not looking up. I gave her a minute to finish doing what she was doing & when she came back I said “excuse me?” And she didn’t even look up. 2 other employees were standing behind her & not a single person acknowledged me. My bag was just sitting there in the window & I didn’t want to just grab it. I said “anybody??? Hello??” And still not a single person looked up. So i took my bag & cup from inside the kitchen window and left. It would have taken 2 seconds to acknowledge me & hand me my bag(which should have been in the to-go shelf anyway). But the manager chose to completely ignore me instead. Definitely need a lesson or 2 in customer service, I’ve been in the restaurant industry for 11 years and never once have I ignored a customer, busy or not, they keep a place running and my bills paid....

I was honestly floored by the excellent customer service here. I came with my 3 year old and 8 month old and the staff went above and beyond for us. A woman who was not working the register immediately helped me order so that I wouldn't have to wait in line. After I ordered, she offered me to keep my buzzer/cups hidden up at the counter so I could take my kids to the bathroom. When I came out, they immediately handed me my things and offered to bring a highchair and my food out to a table for me. I still had to get the drinks so they asked me what kind of table I wanted so they could get everything set up while I got drinks for my kids. They had picked the best table available and had the highchair and food waiting. The crazier part was that they WANTED to help. They weren't exasperated about it and it didn't feel like they were doing it because they "had" to. Every time my kids started acting up, an employee would come entertain them so that I could eat. I was truly blown away by their service. They also took plates and trash as we finished with them so that I didn't have to leave the kids at the table. I didn't catch their names but my visit was 2/20 at 1pm. Those employees deserve recognition for their...