This was my first time in for dinner and I will only be back for lunch, maybe. This was the first time I've experienced a below average time at a Panera restaurant. I've probably dined at this Temecula Panera location once prior. The Escondido location seems to run much better in service and restaurant standards.
Upon arrival I stood back and took my time to review the menu since you need to place your order with a cashier, reading the menu located above their heads. I was interested in the Featured Items and had a couple of questions for the cashier. I asked if the Soba Noodles are served with a soup or salad. The answer was, "we're out of that." So my second choice was Pasta Primavera, to which the cashier again replied, "we're out of that too."
It was 6:30 PM on a Saturday night so it seems disappointing that their "featured" dishes would be out (86'd). The customers coming in were steady and the restaurant should have been prepared to serve the full menu.
We ended up ordering Tortellini Alfredo with Broccoli Cheddar soup and Penne Bolognese with Garden Vegetable Soup.
When we found a table we had to ask for the booth seats to be wiped down since there were crumbs on them. This was done without hesitation by the assistant manager who stopped cleaning the trash area to help us. We waited about 10 minutes for our meal - allowed us time to wash our hands and fill out beverages to be ready for dinner.
When the plates were delivered to our table the server was not careful placing the plates down then (which was set in front of the wrong person, not a big deal, she didn't hear my shy 9-year old daughter say, "that one is mine") she slide it over causing some of the soup to spill out of the bowl and soaking the napkins on my plate. (The plate acts as a tray for the two bowls and the bread is placed on the napkins served on the plate.) So I got up to get new napkins before I could eat.
I got the napkins at the beverage and condiment station and taking the last packet of butter I had to ask for more at the service counter. While standing there waiting for the butter, I noticed that the trash area was filthy! The top of the trash had dirty bowls and plates just sitting there, I guess earlier I disturbed the guy who wiped off my seat who then forgot to return and finish cleaning that area. My table backed against that trash bin and to avoid looking at the trash longer I took the one butter to my daughter which at the same time the girl brought out the bucket of butter to the condiment counter. So I went back to get my butter.
At this point things are just okay, not really bad enough to make a story out of things but finally back in my seat, luckily the bread was warm and flakey which was good because my cold hard butter was able to melt in between the bread while I started on my Garden Soup. The tortellini and soups were decent except the Penne Bolognese was not edible. Do not order. It tasted like plastic and the noodles were over cooked. Actually, it tasted like it was sitting in the food warmer back in the kitchen for too long. I wished they were out of that meal too so I wouldn't have been able to order it.
This was a night out with my daughter so I enjoyed being there with her and finished my soup. Unfortunately, once you start to have a poor experience you start noticing every little detail like the littered floors, sloppily set dining chairs and on the way out of the restaurant the scattered newspapers at the carry out counter.
I am a catering and conference manager and have many years of working in a restaurant. Unfortunately, I know that my experience tonight was a case of poor management. I feel that the staff tonight felt they were doing their job well. However, in the Food & Beverage industry it's all about customer service first then attention to details in the service areas. From what I saw, lots of side-work would need to be done before anyone gets off the clock! read more