I haven't been to the Panera Bread in White Marsh in a very long time, but today I decided to stop…read morein because I was in a rush. I ordered a mango smoothie and an egg and cheese croissant sandwich with tomato.
My order was a Rapid Pick-Up order, and when I arrived, the screen showed that my order was ready. However, it was not on the Rapid Pick-Up shelf. I honestly don't understand why the system is showing orders as "ready" when they clearly aren't actually ready. I can only assume they may be doing this to make it appear in their system that they aren't behind on orders or something along those lines.
I waited an additional seven minutes after my order showed as ready before I received my food. This could also create a serious problem for delivery drivers. If the system says an order is ready when it actually isn't, it can make it look like the driver is late picking up the food when the delay is actually on the restaurant's end.
There was an elderly employee working in the bakery who was very sweet and tried to help me. She said she wasn't sure why my order was showing as ready and directed me to ask someone else.
I then saw a mango smoothie sitting on the counter behind the employee making smoothies. I gave her my name and said, "I think that's mine." She confirmed that it was my smoothie but told me I couldn't have it yet because they had to wait for the bags.
I explained that I had personally placed the order and was not picking up a DoorDash or other delivery order. I understand that there may be procedures for delivery orders, but I don't understand why a regular customer who placed their own order couldn't receive their already-prepared drink while waiting for their food. Why let a cold smoothie sit there and melt when I could be drinking it while waiting for my sandwich?
A man walked by, and I'm assuming he was the manager because of the way he addressed me. He said, in a very authoritarian tone, "Do you want us to break the rules?" He then picked up my smoothie, put it in front of me rather forcefully, and said, "Here, we'll break the rules for you."
I was honestly taken aback because I never asked anyone to break any rules. I was simply explaining that this was my personal order, not a delivery order, and that I didn't see the logic in letting my smoothie sit there and melt while I waited for my food. I understand employees have procedures they have to follow, but there was absolutely no reason for the interaction to be handled with that type of attitude.
Unfortunately, the food itself was also disappointing. They did give me the correct croissant, but it was not toasted or warmed properly, and it was extremely dry. I specifically requested no salt and pepper, but there was salt and pepper on the sandwich. I also paid for a slice of tomato, and there was no tomato at all.
The smoothie still had chunks of ice that weren't blended properly, and it didn't taste particularly good either.
Overall, the customer service was horrible, my order was not actually ready when the system said it was, and my food was not prepared correctly. I understand following procedures, but customers should still be treated with basic courtesy and respect.
I just won't be coming back to this location. If someone is not picking up a delivery order, I genuinely don't understand why you wouldn't give them their drink when they are still waiting for their food. And if the restaurant's system is going to tell customers and delivery drivers that orders are ready when they're not, that is something management really needs to look into. This was a very disappointing experience from start to finish.
