Quite possibly the worst experience I've had at a Panera and I've been to many in South & Northern California. Technically I went out of my way to go to this one, as I'm currently stuck in the even shittier town south (Fairfield) and most stores in this town are a bit nicer. Not the case here.
I spent a good 8 mos where I ate 2-3 meals a day at work and @ home (Huntington Beach CA & Costa Mesa CA) so I've been a good customer. And you guys are usually close to flawless in making sure the details are right.
Everything about this experience was wrong. I placed an order online so I would have food after work and for the next cpl of intense days @work and cookie smiles for co-workers. Cookies boost morale.
Placed this order w/the app as I had so many times before. Baby boomers may not understand but I do this for many reasons and no I don't want to take your call about this order to confirm what is already confirmed. Typically means I wouldn't have to call-in or worry if they heard me or received my order. Guess this manager doesn't understand this concept nor the fact that these internet orders are just as valid and important as walk-ins. Listen, ma'am. If my credit card is charged to your store the nearly $50 on this date and time, I bought those cookies.
Walk in and not only is my order admittedly several hours past 1530 but didn't expect anything to be still warm. It was a good 30 before closing as well so they wouldn't be scrambling to make my drink, which typically they'll re-make it for me if I'm late but they actually completely forgot my drink now that I think of it. So no food ready, there is no one who seems like they've heard of me nor this larger order. Umm... manager comes out and says "We didn't know if it was valid bc we *called* you twice and couldn't get thru." Duude. I didn't have the time to deal w this when there are pilots and aircraft and crew and passengers relying on me. Yes, some ppl are actually too engaged and care about their work nor get breaks long and casual enough to tweet throughout the day. I barely have time to pee some days and that's okay because I love what I do.
Was supposed to be able to send someone to pickup around 1530/1600 and figured, hey worst case scenario the drink is cold and Mac & cheese no longer warm. We have a microwave at our disposal. Not only did they not make any of the major items in the order, the manager says to me "I don't have any of these cookies left. I sold them all b/c I didnt know if you were coming in."
Lady, as I said. I bought those cookies! If I had opted to let you assemble that order only to have it sit there til close and not have me show, I paid for you to let it go to waste. You can't sell something I already bought. I couldn't believe her either. The attitude was of arrogance and total disregard. "So I'm just going to throw in whatever I have left to sub for these pastries." I wasn't okay with this.
Typically I am very accommodating. I don't like to complain and I will always endorse wherein deserved. I can't believe this attitude she has and will never go to her store again. I don't blame her employees, it was her. I am hesitant to go back to any Panera after this experience and you guys have kept this picky vegetarian sustained throughout some very long days and nights, all over California and for years. read more