Panera Bread — Restaurant in Troy

I have placed 3 online orders at this location and it has been an awful experience every time. Each time, I arrived when my food was supposed to be done and they hadn't even started the order yet, and I've had to ask about the status of my order before they even start preparing my food - completely defeating the purpose of online ordering. Today was the last straw - my name was on the status screen indicating that they were preparing my order and there were about 5 names after mine. Then all of a sudden my name disappeared, I waited for them to bring the bag out and put it on the shelf but 10 min went by as they called every other name on the screen. So I asked about my order, they said it was on the shelf. I said no it wasn't and they came out and looked at the shelf and then said they will start it now (I was there early so I know that no one else took the order). Then I waited another 5 minutes for a manager to come out... no one was in any rush to start our order or talk to me about what happened. The manager claimed that it must be an issue with their online ordering, but my name was on their preparation board and this is not the first time this has happened to my orders. She asked for my name and printed my order and went to talk to the folks working (remember - they said they were starting our order 10 min ago by now), she came back and said they are out of chicken which was supposed to be on my sandwich. I asked why I hadn't been notified about this yet and asked what else I would want since they supposedly started my order 10 min ago, and she said they are just starting the order. I told her to cancel it and refund me my money (they never offered any discount or refund). By the way, as I was waiting during this entire time the cashier also charged another customer the wrong amount for a bakery item and when he asked about it responded that "the system messed up" and didn't offer a refund or another bakery item until he asked what she was going to do because she over charged him. No one here held themselves accountable for these mistakes, and honestly didn't care at all about the customers frustrations or concerns. I will never return to this Panera and will be taking my business to the 16 mile and Van Dyke location. Save yourself some time and...

I placed an online order at 1:00 PM. When I got to Panera around 115, the person at the speaker said that they did not have my order. I looked down at the order my phone And it said that I had to choose a different time because the location was too busy… I had never heard of that.

After submitting the order again, I was instructed to pull forward.A HALF HOUR LATER, i was STILL In line waiting. I was FURIOUS. So in total, I had waited about an HOUR for my food to be ready. The car Ahead of me at the window was waiting fifteen minutes before they were handed a tiny bag through the window. RIDICULOUS. When I got up to the window, I received absolutely no apology, just a lady giving me my total. She pretended as though the ticket times were NOT at 30 minutes. I told her that I did NOT have a total and that I had paid ONLINE. The woman proceeded to tell me that they did not have an order for my name. To say that I was furious was an understatement. I demanded to talk to the manager. She came over, again, very unapologetic, and I told her that I wanted my money back, and had been waiting an hour for my food, just to find out that they still don’t have the order. She went and got the money, and brought it back to me. I am Beyond bewildered at the lack of professionalism and empathy from their workers… The manager was a tall, blonde woman with a strong accent… I really hope that My discontent gets back to her, and to whoever the GM of the company is. I just lost an hour of my day, and I’m still without food. Thanks...

Well, I just had such a wonderful experience at Panera Bread the other day, I simply had to share! Honestly, from the minute I stepped foot in there, the folks working were just so incredibly attentive, really on the ball. They were really helpful and friendly, and honestly, they even took a second to ask how I was doing, with the weather and everything. It was just a thoughtful touch, one of those little things that really makes a big difference, and you don't always get that these days, do you? Then, when it came time for the food, well, everything was simply delicious! I got myself some super yummy mac and cheese, and that chicken, avocado, and bacon sandwich on rustic white with arugula and cheese? Oh my goodness, let me tell you, that was absolutely spot on, just bursting with flavor! And for drinks, that Passion Papaya Iced Green Tea I refilled from the self-serve was totally clutch. So incredibly thirst-quenching, exactly what I needed. The whole place was sparkling clean too, which I always notice and really appreciate. But I really, really have to give a huge shoutout to the young lady who rang me up. She was just fantastic, genuinely had the most awesome customer service attitude, and such a great personality! You can tell there's a really good vibe with the whole team there. It just feels so welcoming. I'll for sure be heading back to this Panera, no...