Panera Bread — Restaurant in St. Cloud

On 3-7-2018 my wife and I went to Panera Bread for a bagel. We entered the store and went up to the counter and a female took our order of 2 Cin. Swirl Raisin Bagels and two coffee. Asked for light cream cheese and told they didn't have any so we took the regular. We received the coffee cups and asked if eating in and we stated yes. She gave us our pager and we went and got our coffee. We sat at a table and I than noticed a male leaning on the counter by the pickup area. he was laying his head on the counter and was talking to a female in the back. It looked totally terrible and with his head hanging over the counter with no hair net or anything sure didn't look appetizing were food is served. We sat there for some time and I saw her set a bag up on the counter and than go back to talking to the male. After 10 ten minutes went buy I went up to the counter and asked about our order. The female who was talking to the male asked for M* and I said yes. She stated its in the bag. I told her we were eating in and that the bagels had sat long enough they were cold. I requested new toasted bagels. I went back to the table and watched and never saw anyone come get two new bagels to toast. Our pager never went off that we were given at the time of ordering. Pager number M*45. After some time another female brought our bagels. I wished I would have taken a picture of them they were black they were toasted that well done. I told the girl I am not eating burnt bagels. She stated they just remodeled and were trying to get back in the swing of things. Sorry excuse. I than went to the till and the female who waited on us refunded us $5.38. I told her my order was $9.95 and she rudely stated you got your coffee so I refunded the bagels only. Never of a word how could we fix this. And than to top it off states 'Sorry about that." WOW what customer service. On my receipt the name states Shelby. If she is a larger person with blonde hair thats her I am sure you have cameras and can look at the till area at around 7:13:09 which is the time on my receipt and see who helped and refunded our money. My receipt number was 486385. I hope this review can help with customer service training. I work in retail and if any of my employees treated a customer this way it would not...

About to go into a bit of a rant. I realize Panera is about the nicest fast food restaurant St. Cloud has. That being said.. high prices are expected. However.. I don’t understand why it’s so difficult to not run out of things. Countless times we’ve been told that they are “out of a certain type of bread sandwich goes on.”” Out of dressing for a salad.”” Out of the apple chutney for a salad.” Out of Punkin seeds for soup.” Why is this restaurant not prepared for a rush of people to want the same thing? Today we ordered three sandwiches a bowl of soup and some macaroni and cheese. I feel like we about put them over the edge. We were actually asked if we wanted our change LOL. I imagine they were assuming our change was going to be a tip? We were then asked to move to some back parking lot. There was no place to park in it and a Panera delivery truck waited behind us like we were in its way. When we finally got home… We had been gone an hour and we live 10 minutes from Panera bread. One of us had the wrong sandwich… And the grilled cheese looked like two slices of white bread with a hunk of cheese in the middle. Didn’t even look grilled. I realize it was “ lunch hour”. But don’t you know that comes everyday???? Why aren’t preperations made for that either? Very...

I always go to Panera probably 2-3 times a week and had great! experience till this morning.

I placed pick up an order thru the app, it was a dozen bagels and 2 spreads. Seconds after I placed the order, I realized I didn’t customize my order (slice the bagels and 1 honey almond and I plain…) I called the cafe right away to request changes, they asked me for the order number and told me they will take care of that. 5 minutes later I went in to pick the order, my order wasn’t ready yet, I waited for 2-3 minutes and it finally ready and I picked it up.

When I arrived my office and I opened up the box, noting was sliced and the spreads were plain. I called back the cafe and requested to speak with a manager, she told the order was already being picked before they made the changes. This was shocking! to me for a couple of reasons;

1- it’s wasn’t true that the order was already being picked, I went in there and my order wasn’t ready 3 minutes later

2- this person didn’t even apologized until I asked, it’s insane, people make mistakes and if this is what happened just say we made a mistake and didn’t do this on time.

I not a person who likes to write reviews and probably this my first one with Panera after being a customer there for years and this morning...