Panera Bread — Restaurant in Virginia

First & foremost, the food was great. Unfortunately, the service was not. My order was taken right away. I was the only person in the driv-thru and 2 cars in parking lot qith people sitting down, paid for my food at window and waited exactly 12 min to receive my 3 orders of pick 2. For the entire 12 minutes I remained the only person in the drive-thru. The young lady never came back to the window while I waited that long to apologize or explain why my simple order was taking so long. I could see a young man working behind the counter but I am not really certain of what but he did appear to be busy. The young lady finally comes to the window 12 min later with my food and explained that one of my sandwiches were wrapped together. I guess for convenience on their end although I had 3 separate orders (all my sandwiches were the same). Glad the food was for my kids and not co-workers where I could easily separate it for them (the sandwich was pre-sliced). Nonetheless, I was never offered an apology for ordering my food at 3:28 p.m. and not receiving it until 3:40 p.m. with no wait before or after me or even in the building. An apology or explanation could've at least been provided. All & all the food waa good and the soups were nice & hot. Please just work on the customer service. Customers really don't know if there are issues and will have more grace if an acknowledgement for the wait time was given especially being the only...

Yesterday 2-12 I went to the Panera bread in White Oak. It was my first time there. I ordered Two white cheese croissant lightly toasted was never asked for my phone number to get points . And when I asked the cashier she said you can you call the number on the receipt and it will be added . Consistency is so important especially when the cashier asked the customer prior for there number I was waiting on my order the lady that was making the sandwiches and older lady. I witnessed her picking food off the counter and putting it into her mouth. I immediately called a Manager and told her to pull the camera and to talk to the Employee. I will never eat here again at Willow Lawn so I will travel 30 minutes away from my job which is in WillowLawn to the laburnum Panera.

From the atmosphere the host the food service it was amazing. I met Matt for the first time he took my order and even added my phone number . He was amazing. Another older lady helped him with my order just to make sure everything was on point I’m not sure her name and of course Jeff he made it to perfection. I will travel 30 minutes to come to this location and never to the one on. Willow Lawn .. Thank you team Laburnum and thank you for a wonderful morning your team is a prime EXAMPLE. of customer service...

Each and every time I order here, they either don't have what I ordered or they mess what I ordered up completely. This visit particularly, they gave me a strawberry Smoothie, which was for my daughter, with soured yogurt in it. They also didn't have the amount of iced sugar cookies, or flip-flop cookies, made, that I wanted so I took the last four they had left, only to find that two of them had melted to the bags they were in and the icing was either on the bag or very thinned out. I'm done with this entire restaurant/company. I had to go all the way back to go in and inform them of the soured yogurt and the manager repeated herself multiple times the first time I spoke with her, and that really upset me because she acted like I was talked down to. The second time she apologized but I didn't feel like it was sincere and she gave me my money back for the whole order, however that wasn't my reason's for informing her about everything, and being that she instantly did that, I feel like she didn't care about what I had to say and wanted to get rid of me as fast as she can. This company has drastically changed for the worst and has progressively gotten worse with the quality of their products...