Panera Bread — Restaurant in Town of Irondequoit

I ordered a professional lunch for a business meeting through EZCater, and Panera was the selected vendor. I received a confirmation at 9:03 AM that the order would arrive at noon. At exactly 12:00 PM, I received… nothing.

No food. No update. No call. No cancellation. Just radio silence from a brand that built its entire identity around soup and reliability.

After I made the first panicked phone call, a chain of confusion and miscommunication unfolded. I was told to wait “just three more minutes” while they figured it out—as if I had the luxury of time while an entire meeting waited on an empty table and my professional credibility slowly caught fire.

Spoiler: The food never came.

I ended up sprinting across town with a back injury, triaging a failed lunch that Panera was paid in advance to provide. Meanwhile, another employee had to delay her lunch by an hour to cover for me at our front desk—because not only did this affect our meeting, it disrupted multiple people’s schedules.

And the best part? Not even so much as an apology. Just a refund, as if that was some kind of favor, rather than the bare minimum required by law when you take someone’s money and provide absolutely nothing in return.

To call this experience disappointing would be generous. To call it unprofessional would be accurate. To call it Panera’s “faultless” would be laughable.

I sincerely hope this location reviews its procedures, because unless ghosting your customers and tanking their workday is part of the business model now, something is deeply...

Amazing service and managers! A friend and I decided to order bagels for teacher appreciation at a local daycare. After ordering on the app I noticed there was nowhere for me to add a note to say who it was from, so after I placed the order I called the store to explain and see if they could include it on the receipt or something and the women on the phone (McKenzie) offered to write a note. A little while later she sent me a beautiful sign she made for the teachers! The next day I got a call from the manager, Ty, saying they ran out of bagels due to previous catering orders and couldn’t fulfill my order (it honestly was partially on me for ordering at 6pm the night before and barley giving them notice). We decided to push the order a day since it was only Thursday and he explained he wasn’t sure about delivery, once I explained the story he said he would personally deliver them if necessary! The next day McKenzie sent me this beautiful display of my order (with a couple extras 😉) and ensured it had been delivered as she knew I wanted to ensure the teachers get this token of appreciation this week. This team CLEARLY went above and beyond to ensure my order (which meant a lot to me to show my daughter’s teachers appreciation this week) was taken care of. This experience surpassed any and all expectations that any business could ever provide. Thank you Ty and McKenzie and the Irondequoit...

As a former Panera manager I am shocked at the lack of customer service, quality and speed of service at the Irondequoit location. My husband and I stopped in to order a Chi tea latte, Carmel Latte, and egg wrap sandwich. 13 minutes later someone told us they was a problem with the Latte machine. About 3 minutes latter the line staff said here is your vanilla latte and chi. Then received our sandwich. Confused my husband said I thought I ordered a Carmel Latte? Check the order ticket and sure enough he did order the Carmel. Went to the front and the manager said sorry we’ll fix that. She walked away and quickly returned and said her line staff says this is a Carmel Latte. Confused my husband replied. It doesn’t taste like one. She replied well she swear she made a Carmel Latte. Frustrated he said whatever and we left while the manger yelled out have a nice day.

When I was a manager that would have never happened. When a customer told me something was wrong we remade the product no matter who is right or wrong. Then I always offered something from the bakery or voucher. What ever it took to get a smile and a thank you from my customer. I can’t believe Panera has fallen so far from the standards they had in 2011 when I...