Panera Bread — Restaurant in Winchester

Cleanliness: 1/5 I was absolutely disgusted to see a ROACH at the inside door of the Panera

Food: 1/5 My kids and I were forced to eat the hard beagles so that's a on the service side:1/5 Around 6:30 pm my wife and I visited this location with our two todlers and a unsettled 5 month old. I took the two todlers to a table wile my wife ordered. We were enjoying our meal just fine until we pulle the beagles out of the bag. My wife believes the beagles were supposed to be sliced and toasted but had already thrown the receipt and could not verify. I took the beagles upfront and spoke to Tammy.

Tammy told me that she could not slice and toast them because the beagles had left the are per osha regulation. I again told that my wife wanted them to be sliced and toasted when she first ordered it because they were for my kids and it is too tough for them to chew. She then replied "sorry there is nothing we can do. You would have to cut them yourself" I then asked for a knife or something to cut them with and she gave me a plastic knife. I again explained to her that my wife believes she ordered them to be sliced and toasted. She told me "the ticket did not say slice and toasted. She should pay attention next time she is doing the order." I then replied "hold on she had an upset baby in her arms while placing the order." While I was trying to tell her that that was a condescending comment towards my wife she cot me off and told me "have a good day."

The manager Tyler walks by and asks if everything is okay. Tammy quickly replied"the ticket didn't say slice and toasted" After that Tyler ''yeah said there's nothing we can do to help you." Throughout the whole conversation Tammy kept a smile, however one can still be demeaning, rude, and condescending while smiling and that is how I believe Tammy was intending her...

11am (not rush time) stopped in for two sandwiches and Iced Latte’s to go. Young lady at register friendly and took order accurately. When pickup order was ready, one Iced Latte was confused for an Iced Coffee and we were handed an empty cup instead. I guess we were supposed to go fill it with ice and coffee, not sure. As soon as the line staff puts the order up they turn away. I finally caught one when she turned around to place another order on the counter. I explained we still needed an ‘Iced Latte’ and I handed back the empty cup. She set it aside and disappeared behind the equipment. We waited and waited. People picked up orders and we waited. Finally I went to the coffee bar where I could see behind the equipment and the empty cup was still there and no one was manning the coffee bar. The adults working, including the line manager, have mastered the ‘look away and don’t make eye contact’ technique. The young woman who originally waited on us has not learned how to do that yet, she made eye contact with a look ‘why are you still here?’ And I explained we were still waiting for the one coffee latte to be made. She stopped what she was doing to make it. The line manager who had never looked our way stepped in…now she tells the young woman to finish what she was doing and she took over to make the one coffee latte. She pushed it toward me with a ‘there ya go’ turned and walked away. I was just shocked at the poor customer service. No, sorry you’ve been waiting so long, sorry for the confusion, nothing, just ‘there ya go’ and from the manager! Well, I love Panera, but I will be going...

The Winchester Panera really struggles with getting orders out in a timely manner. As a customer, there have been several occasions where I have placed to go orders and they have not been take to the shelf or the order ticket never got printed and the order didnt get made. Today, I stopped in for a coffee and a cookie. After I finished, I decided to DoorDash for a bit since I was at the store. I took an order that was to be picked up by 9:14. I was already at the store at 9:12. I waited 10 minutes (the order was only 2 items and 1 was pre-made and the store was not busy) before asking the status. I was told it would be ready in 5 minutes. 10 more minutes go by. I was told it was almost ready. 10 more minutes go by (so 30 minutes now) and I finally asked for a manager. The female manager came out, obviously annoyed and asked what the problem was. I explained I had been waiting over 30 minutes at this point and needed to know the status of the order. She got snippy, did not apologize, said it would be ready in 1 minute and turned around and left. I waited the 1 minute and the order was still not ready so I was forced to cancel. My time is valuable and if Panera is going to treat the people who do their delivery service so poorly, they need to rethink if they should even offer ther service. I had been a customer that morning as well and I will say that after being treated the way I was as a delivery driver, I will not be eating at Panera again. Treat people...