Panera Bread — Restaurant in Virginia

I recently visited this Panera Bread location and unfortunately had a disappointing experience that I feel compelled to share.

Upon entering, I politely asked an employee named Vanessa for the restroom code. Despite informing her that my girlfriend, her daughter, and I intended to dine in and spend approximately $45, she denied my request, stating that the restroom was for paying customers only and that I needed a receipt. I explained that my girlfriend was at the kiosk placing our order, but Vanessa remained dismissive.

I then spoke with the manager, Danish, who provided me with the code after I clarified that our order was already being placed. However, as I was exiting the restroom, I noticed another guest—who appeared to be of lighter complexion—was given the code without being asked for a receipt. I brought this concern to Vanessa and again asked to speak with the manager to express how uncomfortable and unfair the situation felt.

When I returned to the kiosk, we also encountered technical issues—some menu items were unavailable or not showing up properly. I had originally planned to order the lobster mac and cheese, but was told it was out of stock. I settled for the bacon mac and cheese instead, and our total came to $29.74. Had all items been available, our total would have been closer to $50.

In the end, I left feeling disrespected and disappointed. I usually enjoy Panera Bread—especially the Ballston Quarter location, where staff are always courteous, welcoming, and professional. Unfortunately, this visit did not reflect that same level of service. Employees were not wearing visible name tags, which makes accountability difficult, and the initial interaction left a lasting negative impression.

I truly hope this feedback encourages better training and consistency in customer service. As of now, I will not be returning to this...

I’d like to take a moment to recognize Mohammad at Panera Bread for delivering truly exceptional customer service. During my recent visit, I ordered a smoothie for my nephew, but he didn’t end up liking the flavor. When I mentioned it to Mohammad, he handled the situation with so much understanding and kindness. Instead of brushing it off, he took the initiative to make things right by offering my nephew a cookie of his choice to make up for the smoothie.

It may seem like a small gesture, but it made a big difference. My nephew left happy, and I left impressed by Mohammad’s professionalism and genuine care for the customer experience. Even though it seemed like his manager may not have fully approved of his decision, I want to highlight that what Mohammad demonstrated is the true meaning of great customer service — empathy, problem-solving, and going above and beyond to ensure guests leave satisfied.

In a world where good service is becoming harder to find, Mohammad really stood out. His positive attitude, patience, and willingness to help turned what could have been a disappointing moment into a pleasant one. Panera Bread is lucky to have such a dedicated and customer-focused employee representing their brand. Thank you, Mohammad, for your kindness and for making our visit a...

A full hour late for a large, pre-scheduled catering order. Hung up on me more than 10 times when I tried to call to inquire about the status of our order. If I could give zero stars, I would.

I originally called and ordered catering with Fatima, who was nice but did not seem to know how to do her job. I had to come to the store to order and a manager assisted her in placing the catering order, saying she was new. I can understand that and was very patient with that process. Both the manager and Fatima were very sweet and gave good customer service in person.

HOWEVER.

On the day that catering was to be delivered, Panera at Baileys Crossroads provided THE WORST communication, and the driver left the Panera location AN HOUR after the scheduled delivery time. I tried to call to ask for a status, and someone picked up and put the phone down to hang up on me TEN TIMES. Nobody would answer to give me a simple explanation as to why our order was an hour late. A member or our staff drove to the location and was given a half-arsed apology and handed A (effing) STRUDEL. I will absolutely be escalating this to the regional point of contact for Panera. DO NOT use this location for catering until they get their...