Panera Bread — Restaurant in Westford

Terrible customer service. I placed a catering order one month ago for an event at my business. Scheduled delivery online for 730a which was accepted and approved. Fast forward to today, I received a confirmation email at 10am saying they will be here tomorrow at 730a with our order. At 3pm I receive a phone call that they cannot delivery tomorrow morning until 1030am. I told the manager we have done this exact order a dozen times and always receive the order on the weekend at 730a with no problem. She informs me that the catering drivers do not come in until 10am and there is nothing she can do about it. I then ask why on earth would they wait to call me until 15 hours before the scheduled event to tell me I know have to arrange to pick it up. I explain that is not possible and if the delivery could not be until 1030a, they should have called me a month ago to tell me so I could prepare. The woman told me her manager just handed her the order so she had no idea. Ummm....not my problem! Then she gave me attitude and said, "well let me see if I can get one of my drivers in for his shift 3 hours early" as if I was inconveniencing her and the driver.

I went to Roche Brothers in Acton and explained my dilemma and that I have no faith Panera Bread will deliver my order at 730a and I have an event. Bob in catering helped me put together a very similar order and guess what, it was less expensive and they can delivery for 730a tomorrow.

So then I called Panera in Westford back to cancel my order and I was given to a different, male manager. I told him at this point I have no faith they will deliver my order at 730a when it is needed and I want to cancel altogether. No apologies, no explanation, nothing. Just a "okay, I will cancel your order." This is not how to run a business and provide...

FABIOLA, Manager & VALERIE always provides exceptional customer service! It is always so nice to see their big smiles and always feeling welcomed. I also see it consistently with other customers as well! They are truly assets! They are also always so calm no matter how busy the lunch rush is. It is commendable. In addition to all that they are human angels on earth! I had lost my purse on May 23rd (sorry for the delay, been meaning to do this sooner) and called a couple of times and the first person I spoke with was a man who told me it wasn’t there and I asked him to check the bathroom and he again told me it wasn’t turned in. Later I called and thankfully the call was answered by the Manager, Fabiola who sincerely apologized that the other employee told me it wasn’t there because it actually was there the whole time and I was SO extremely grateful and relieved to both her and Valerie who found it and kept it safe for me! I appreciate you, FABIOLA & VALERIE so much! They wouldn't even accept money as a reward! They told me that they were just happy to have found it and to have it returned to me as they understood the feeling of losing a purse. They were just so extremely kind and really always go the extra mile with a smile! Please recognize and promote these exceptional star employees!!! Forever grateful and appreciative to you...

I've lived in the area a long time and used to frequently visit. The Westford location has gone in the hole. Two nights ago, I ordered food to-go- I had to physically go to the store since my gift cards wouldn't work online or over the phone and couldn't get delivery because of it. The cashier did not know what I was talking about when I ordered the Spicy Take Chicken Sandwich. I had to explain to him that it was the sandwich on all their signs and he went to go ask someone else twice to find it.

I get home and there was no buffalo sauce on the sandwich. There was also no chicken on the chicken green goddess sandwich I ordered. I asked for 2 apples and 2 bags of chips with the 4 meals and got 3 apples and 1 bag of chips.

I decided to give them another try and got breakfast to-go this morning. I asked for the Avocado, Egg white, Spinach & Cheese sandwich on ciabatta bread instead of the Sprouted Grain bagel.

I open it at work and it was made on the Sprouted Grain bagel. Whatever, I'll try it how it's supposed to come. I made it 3/4 through the sandwich when I realized the Avocado was moldy. I picked the rest out. Then there was a hair.

Id rather throw my gift cards in the trash than go back to this...