First of all, if I could give Ashley at Panera Bread in Bluffton a five star review, or even a 10 star review, I would in a heartbeat!!! She was the only saving grace for me the day I went to pick up my catering order! I had called ahead of time several days and asked about having a work luncheon catered with individual box lunches, I was told to hang up and go on the website, because the girl said "it'll be cheaper" that way! Obviously the girl I was speaking with didn't want to be bothered writing up my order! So I did go on the website and I did order that way, and I thought a cookie was included in each lunch because the girl I'd spoken to on the phone said a cookie would be included in each lunch! So I ordered on the website and I selected curbside pick up... And Ashley, again who was super nice and helpful, brought the order out... But when I asked where the cookies were, she explained that my order didn't include a cookie in each lunch. I asked why that was and explained that I had called several days ago, and the girl I'd spoken with told me that the box lunch include a sandwich and chips and a cookie....and to go online to order it because it would be cheaper... So when I chose chocolate chip cookies on my online order, I figured what she told me was true and each lunch would have a chocolate chip cookie included. Wrong!!! I don't even know why I was given the option of choosing what kind of cookie??!! Apparently, she failed to tell me that the online orders don't include a cookie, therefore they are cheaper! So I paid for the cookies out of my own pocket for our company luncheon!!! While all this was going on, Ashley was back-and-forth into the store to talk to the manager and explain what I was telling her about the phone call I made and so on and so forth... Not once did the manager come to talk to me to apologize for the he mix up, etc....... I never saw the managers face... The manager didn't even send a message thru Ashley that he or she was sorry about the confusion! Good management would have come out and talked to the customer, and not put Ashley in this difficult situation without back up... Not to mention how good customer service should be handled! The only thing that made this bearable, was that Ashley went out of her way to help me by packaging up the cookies that I purchased out of my own pocket and individually wrapping them for me! She was trying so hard to make the situation better... The manager didn't even offer to help her package up my order... Which was a lot of individually wrapped cookies! I know the manager didn't help her, because I had to go inside and pay with my credit card because this was coming out of my own pocket now! So I was able to watch her running all around trying to get this done for me so that I will be happy! I really felt bad for her... Like I said the manager never even showed his or her face! She's a gold star in what otherwise would be a black star establishment!!! And as for the cooks in the kitchen... If they spent more time cooking, and less time being loud and foolish, and goofing off and just hanging around talking to each other.....being pretty obnoxious (since you can see them when you're at the cashier) then maybe they would get the orders in and out more quickly! There were 4 cooks in the kitchen, and they were all acting foolish, especially the tall one (don't know his name, but he definitely needs some training on how to conduct yourself in a business setting)! In addition to the 4 people I saw working in the kitchen (3 males and 1 female), there were at least 4-5 more employees around, and not one of them offered to help Ashley fill my order.....I was the ONLY PERSON IN LINE!!!! Really???? Thank you Ashley for a job well done... And shame on the management! read more