Hot Table — Restaurant in Springfield

UPDATE - Customer service eventually reached out to us (took almost a week) after filling out a contact-us form on their website. They appologized and offered us credit towards a future purchase at the Breckeood Shoppes Hot Table.

What a difference two years makes... From 5 stars to 1!

Tried calling the Breckwood Shoppes Hot Table location to resolve an issue.... But three times now no one has answered and it goes straight to voicemail.

My wife placed a phone order for two large paninis and a small panani for our son.  She specified when she ordered that the small should be LIGHTLY TOASTED... He's a toddler and won't eat a burnt panani or one that was on the grill too long... Neither would I!!!

I picked up the order and got home to find that the small panani for our son was burnt to a crisp.  He couldn't get a bite out of it and my wife and I struggled to take a bite as well.

Like I said before, I tried calling the Breckwood Shoppes location to resolve this... But no one will answer the phone.  We've been huge fans of yours and customers for a long, long time... However I think you need to check into the quality control at the Breckwood Shoppes.

This is not the first time we've ever had an issue with this store.  Two years ago, after our son was born and we were still in the hospital... We ordered a bunch of Hot Table over the phone (the food at Baystate leaves a lot to be desired).  My sister went to pick up our order and nothing had even been prepared when she got there.  Whomever was working at the time was extremely sympathetic and hooked us up with our order and some filled out punch-cards.

I'm having serious doubts about dining at your Breckwood Shoppes location going forward if we're not going to get what we ordered or how we specifically ordered...

The food here is phenomenal.

However there are problems.

Firstly, PLEASE get an adult to manage this restaurant. Please. Kids managing kids in food service doesn’t work. Collectively, there is absolutely no sense of urgency. I’ve worked in restaurants for 11 years. Sense of urgency is crucial during busy hours. Also, the kids don’t think to check the co2 or the syrup in the soda fountain regularly. They txt and socialize during down times. I can see it while I’m eating. At this moment actually. It takes an adult leader to establish some urgency and Accountability. And I don’t mean a 22 year old managing 8 19 year olds.

Secondly, the workflow if flawed. There always needs to be someone running the register. If the person at the register is also cutting sandwiches and organizing the to-go orders then there is a bottleneck at the register. This happens daily. There is nothing worse then watching my hot sandwich get cold because I haven’t been rung out yet. I see customers sigh and roll their eyes over this. Please keep someone manning the register. Or perhaps consider the kiosk feature that panera has which allows the customer to order and pay at a computer interface from within the store.

Thirdly, bring back the penutbutter cookie it was phenomenal, as is all the food...

This place used to be the best, but it's gone severely downhill. My order has been messed up four times in a row even though it's simple.

The first time was minor, forgetting to add lettuce. I was mildly disappointed by had no reason to complain. The second time, I was given an entirely incorrect sandwich order. CS told me the manager wouldn't pick up the phone and that he'd leave a note for the manager to get back to me. Nobody ever did. The third time, I was sent someone else's order entirely. CS set me up with a replacement order--which was once again wrong. I didn't even bother.

Just now was the fourth time, and I'm out of additional chances. They got my order almost right--except they forgot the part where they grill it. I got damp bread, rather than a panini... but hey, at least they put the right ingredients on it for once.

Don't go to this one. Go to any other Hot Table branch. The Westfield and Downtown Springfield ones are run by competent people, this one is a waste...