Came to pick up an online order today. Figured it'd be a quick in and out, but that wasn't the case. My order was not ready on time and possibly wasn't even completed. After my inquiry, several employees jumped in to help and were pretty friendly about it. However, their explanations had me exasperated. They could not find the order and kept asking for the name on the order. I gave them the name and they still could not find anything, neither in the back nor the online orders shelves. I showed my confirmation email and repeatedly asked them to look up my order confirmation number and they all said they couldn't find it. Here I am, watching them type the number or whatever it was they were typing on their screens, looking professional as if they're looking up my order number. I had multiple people telling me I was probably at the wrong branch, and also that I must have not put in my order.
Um, I have been showing you my phone with the confirmation email, clearly listing the food items ordered, the location, the total paid. The lady seemingly in charge took my phone and started writing everything down, maybe to start the order. I have no idea. I press her for the order number again and she finally tells me that they can't look up order numbers. Only names. Excuse me, what? What's the point of confirmation numbers then? Mind you, this lady seemingly in charge was also tapping away on the screen when I requested her to look up the confirmation number earlier. What is this? A fake show of working on resolving the problem?
They finally gave me my order. I was feeling a bit disgruntled, but no one was rude, and the order was complete, so I didn't have much to complain. I wasn't in a rush either. My friend who was with me decided to order an extra salad with chicken, so we sat down to wait for her order. While waiting, I had a strange feeling overcome me and decided to check the order. They left out a bottled water! I went to ask the lady, she said something very short in Spanish to the guy placing the order and they passed over the water bottle immediately. Incredibly fast. I thought they were on a trust/honor basis, but then I noticed the water bottle had a sticker with the order name. Pretty suspicious, as if they purposefully left the water out, hoping I wouldn't notice.
Back to my friend, she did not open her salad until way after we left. We found out there was no chicken! They charged her for the extra chicken, yet did not put in any. It was quite upsetting watching my friend dig all the way to the bottom of her salad, hoping to see any piece of possibly hidden chicken. Unfortunately, there was none. I'm leaning towards them purposefully leaving the chicken out, since it looks like this wasn't the first time it's happened at this branch, based on a previous Yelp review.
The service wasn't too great, but I do have to give at least two stars because I do very much enjoy Panera foods and their tea drinks. I'll just be avoiding this Panera branch. I'd say if you have to come here, double check your orders. read more