Panera Bread — Restaurant in Troy

I was here around 1pm with my family and the whole staff, especially in the kitchen who were preparing food, were great. I especially was impressed with the manager in the kitchen. she was efficient, caring, and doing an amazing job managing the back. she also was amazing with aknowledging us customers waiting for our food. she asked us our names and let us know when to expect our food. I haven’t seen this type of amazing management and excellent customer service skills in so long. She deserves recognition and is an asset to Panera. in addition, the staff, especially the young man working the floor were amazing and helpful. I had my hands full with 3 kids running around me and he recognized how overwhelmed I was and how I couldn’t possibly caery everything on my own. He took back my drinks to my table and offered to carry other stuff. This was the best dining experience I’ve ever had ar a panera bread and at a dine-in restaurant in a long time. Thank you to the amazing and patient staff!

updated review regarding visit on 12/18: this was my second time visiting this location as I kind of live further out. This time I went through the drive-through as I had my toddler son in the car with me who was asleep. Again, I was so impressed with the excellent level of customer service this location consistently provides. they were very patient and kind, as I had someone on the phone letting me know what they wanted while it was my turn to order. Never once did they show their annoyance with me. when I pulled up, the employee and whom i believe was the manager were so sweet with how they greeted me and service they provided. I had a very rough day earlier that day as an overwhelmeed and stimulated mama who is also 6 months pregnant. they made me feel special and really made my night. I am so happy I came to this location to pick up food for my family members who were sick. thank you, thank you, thank you! The type of amazing customer service that I experienced here is not anywhere near what I have experienced anywhere else in a really long time, especially during the buisiness and chaos of the holidays. Kudos to the amazing and caring manager and her amazing team! I unfortunately did not get the names because I handed the bag to my family members and drove off, but this occurred, 12/18...

According to my general experience with this Panera location, the food and service is typically very good. This visit, however, was different. My mom and I walked in the door, hungry and ready to eat some hot food on a chilly winter night, and waited just a few minutes before ordering our food with no issues. The young lady working the cash register was kind and sweet and everything seemed to be going smoothly, as per usual. We proceeded to sit down and waited another few minutes for our orders to be ready. The food came out in a timely manner and seemed to be correct. Upon sitting and actually starting to eat the food, we discover that the soup is lukewarm and my mom’s grilled cheese sandwich was not even grilled at all. After easily separating the two slices of bread—yes, warm bread, not even toast—she discovered there was just a small sprinkling of cheese on the inside that appeared to just be partially melted on each slice separately and then cooled down before sandwiching them together. She was so hungry she was just going to eat it, but as someone who works as a server in the restaurant industry, I know establishments prefer for customers to bring up issues with the food while they are still at the restaurant so that amends may be made. I told her she should let them know. So, she did. She brought the sandwich up to a gentleman who appeared managerial and explained her problem with the warm cheese sandwich, to which she was told, “That’s just the way the sandwich is,” and consecutively turned away. No amends, just two warm slices of bread with minimal melted cheese slapped together. This could have ended so much better, but the gentleman was not willing to own up to the mistake. Poor service, mediocre food, and regular customers now considering visiting a different location...

This afternoon I placed a rapid pick up for lunch while at work for myself and my manager. We have used rapid pick up and this location multiple times and have never had a problem, until today. I arrived around 12:15 and I could see they were rather busy. After waiting 25 minutes I approached the employee in the expo window and expressed how long I had been waiting. She then told me there was no ticket for me. Meanwhile, my bank account has already been charged otherwise I would of left. I had to rewrite our entire order on a napkin. After waiting another 15 minutes they handed me my order, I had also purchased a fruit cup, which they were out of... so they offered me a smoothie... At no point was there an apology. She simply said "were short staffed". Returning to work my manager discovered that her salad was made completely wrong. I have tried multiple times to call this location to express my feelings with a manager and no one answers the phone. After a couple of rings all I receive is a busy single. I understand lunch time is a busy time of day, but this type of service was completely unacceptable and I am VERY...