Panera Bread — Restaurant in Town of Pelham

I am very disappointed and disgusted by how the employees handled my order so carelessly at this Pelham location and didn't even apologize for the mistake they made. Yesterday I came to this location with my husband and I ordered the turkey roasted blt sandwich. By the time our ordered was ready to be pick up, my husband had ask if this was the correct order for me because it did not look like the sandwich that I had ask for and one of the employees who prepare the food in the back told him yes. The sandwich was brought to me and I ask my husband if this was the correct order, he told me that they said it was. As I'm biting into the sandwich I noticed that it taste differently, so I brought the sandwich back and ask what did they put in the sandwich because it look like there was ham mix with turkey, and I can't eat ham. One of the employees told me that it was ham, and when I told him I could not eat ham they took the sandwich back, and I was told that the actual sandwich that I ordered would be brought to me by the employee himself which he never did because my husband had to get up and get the sandwich for me. When my husband brought the sandwich that I ordered, it tasted funny, and it didn't look well put together so I never ate it. There are some very careless employees working at this location. What if I was allergic to the ham they put in my food and I had bad reaction. I will never ever come here to eat at this...

Unfortunately experienced the most unpleasant thing today. The staff needs to keep in mind that the customers are within ear shot of the pickup counter where they are packing orders and calling names. I watched the woman packing the bags make a comment to an older women who looked like she worked in the kitchen. She says to her "I don't know, just call the name" laughing. I looked up because I'm literally the only customer waiting. Continues to butcher the name loudly to herself until i just decided to walk up to the counter and let her know its mine. Lets be mindful. It would have taken two seconds to turn around and ask my name... Instead you are joking with staff about the name I was given at birth? My name is phonetic and is literally pronounced how it is read left to right. But I assume basic language skills are not required for employment. Maybe if my name were Jill she would've been able to say that. But it isn't. You are in a diverse neighborhood and need to act as such. Instead of asking to speak to a manager about the culture sensitivity that their staff is lacking I fled of embarrassment feeling belittled. Please give your business to the neighboring food franchises and skip Panera unless you have a basic European name you are more...

(Aside from this Panera needs to step up their website plz). So I placed 2 delivery orders back to back both times made incorrectly. I ignored the first time but was annoyed that it happened yet again and bc I wasn't able to leave work (which is why I made it delivery) I didn't get to eat or enjoy my meal. So the 2nd time I saved it for the next day to bring it to the store and personally bring this to the managers attention. Hilda is the manager I spoke to and despite my initial experience of frustration and disappointment she gracefully listened to my issue and turned the whole thing around. Hilda was exemplary and patient mind you it was BUSY, but she listened and immediately came back with a solution. So I give 4 stars bc I do believe in second chances and bc of Hilda professionalism and high standard quality of customer care I will continue to support this location. God Bless! And thank you so much Hilda. I hope this recognition goes beyond this review and your regional or "higher ups" take this seriously and gives you not just recognition but truly appreciates...