Panera Bread — Restaurant in Virginia

Almost never have items that we want to get. They seem to stock just enough for the first two hours of business at breakfast and for perhaps lunch, so don't try to get bagels or the cream cheese flavor you want after 9:00 AM or the sandwich or soup that you want after 6:00 PM. And this is only one complaint. Last visit we waited in line for 15 minutes. Only two other customers were in front of us but they had only one person on the register that was very slow. The rest of the managers and crew would walk by and not care. We waited only to find out that once again they did not have PLAIN CREAM CHEESE. We walked out. This was at least the tenth time we had the long wait and no desired item (has happened with sandwiches and bread in the past also) . We are done with Panera. I can't afford to be irritated every time I go to this store. There are many other options. I know they are a big chain and they will not miss us, but this store has had a problem for years and they have not been resolved. If anything, they h ave gotten worse. I used to be a twice a week Panera customer. Then changes in menu and this particular store service made me go less frequently. Then there was the time when we watched the cook just staring at the wall and not making our food, obviously distressed about some personal problem. When my wife complained that we had been waiting for 20 MINUTES the two women there made insulting comments in Spanish . They did not know that I lived in South America for 10 years and I speak Spanish fluently (I look like a "Gringo" so their assumption was false). At least that meal was free after I spoke to the manager in Spanish and explained that I was going to report her and the whole crew to their corporate office. After this incident I did not go to this store for at least a year. With trepidation I finally decide to go again very occasionally only to be irritated once again by long waits and missing items. You may think that perhaps I am an impatient complainer or a bully or an a..hole, but search the internet and see if I have ever complained about any other establishment. I have reasonable expectations of service and understand that things don't always work, but I have given Panera at least 20 chances now over the years, and there has been zero improvement. I have never had this issue with any other establishment. So, after today's 15 minute wait to only find out they don't have PLAIN CREAM CHEESE AT 10:00 AM in the morning (second time in two weeks), I have decided that I will never again...

TERRIBLE customer service! I'd give 1 star for customer service, and 5 stars for food if I could. Although the food I had was delicious, I had a most disappointing visit. I was told when I ordered that any bakery item was 99 cents extra with my purchase of an entree and drink. I looked at some of the bakery items then saw the cookies in another display, and asked if it included the cookies. The gentlemen reiterated that it included any bakery item. As I hadn't decided which item I wanted, he said I could pick it up when my food was ready. When my food was ready I told another person behind the counter what I wanted from the bakery. This man hesitated, went and got my receipt, then came back and told me it didn't include this particular cookie (the kitchen sink cookie which was in the case with all the other cookies and cost $3.99 regularly). I responded that the other guy had told me it included any bakery item. He repeated that it didn't include this particular cookie. I then noticed the sign right next to the register. It states ANY bakery item for 99 cents with the purchase of an entree and drink. I picked up the sign, and pointed this out. He again stated it didn't include this particular cookie. The man that took my order had come up by then and he said that he was mistaken. But they still would not give me the daggone cookie! By this time it was totally the principle of the thing that mattered. I asked to speak to the manager and was informed that THEY WERE the managers! I told them that I met my father once a week for dinner (for the past 3 years) We'd been looking for some more choices conveniently located for us to meet. A coworker had told me about this Panera which I hadn't realized was there. I was so excited b/c I love Panera. I told these "managers" that I couldn't believe they were going to throw away potential long time repeat customers over a couple of dollars. But, they wouldn't relent. I got a brownie, instead (which was still delicious). I really wanted a cup of coffee to go with it, but there was no way I was going to buy another thing from this particular Panera. I am SO angry about this b/c it would have become a regular place for my dad and I to meet, perfect in every other way. But I absolutely will not go back and give them our...

Third time this month that I have tried to call and place an order at the Fairfax Town center location and no one has bothered to pick up the phone. Option 4 is for phone orders and after 30 minutes each time of trying to call I have chosen other options such as manager(option 5) and catering with no answer. Two weeks ago after 45 minutes of calling and choosing different options I selected an option for a manger and finally had someone (Eric) answer and proceed to tell me they were having phone issues. I accepted that answer and figured I would try this restaurant again and found today that I had the same phone issues of no on answering and could not believe for a third time this month this could be happening so I left my job and went to the restaurant to meet with the person that was purchasing our lunch and decided to call the number while standing in line and heard the phone ring over and over again. When it was my turn to place my order I asked to speak to a manager and asked if they were having trouble with his phone lines and he stated yes they were. I informed him that I was in line calling and witnessed the phone ringing with many employees around ignoring the calls. I asked him if he could try to answer I would call again, Eric Kiser proceeded to the phone and turned the ringer off and told me that the phone was not working! After he stepped away I called again just to hear the phone ringing and no one answering again and asked Eric if he could answer and Eric the manager informed me there were people in line and proceeded to walk to the back. After placing my order I asked to speak to the manager again so I could find out why he didn't even bother to apologize and to obtain his name Eric Kiser and to ask him why he felt customers in line were more important that customers...