Panera Bread

"The food is very, very good, but unfortunately the "friction" of the customer service experience really gets in the way. The quick pick up option is very unreliable--about 75% of the time, even if the app says your food is ready and waiting in the pick-up bin, it's actually still behind the counter. This is a problem as the restaurant is chronically understaffed. It's not fun to get in a four-person line to get your "quick" pick-up. It's also really weird that if you order dine-in, you have to request your cup from the cashier (you cannot get it from where you pick up the rest of your order, even if you add an optional tip for, theoretically, better service). There is also the perennial problem that if you order a customized meal, about half the time there is an error in the ingredients. For example, missing/wrong salad ingredients, the wrong portion of bread, the wrong soup, etc., etc. They will correct it, but it means again waiting in line... Arggh. It's a shame, as the food is otherwise incredible. I'll still visit Panera often, but I'll probably drive a little further to another branch a little farther south that seems to have solved these issues. I'll probably limit my visits at this (closer) Panera to the simplest orders (i.e., to pick up one of their divine breads)."

"This is my first time at this Panera Bread location and the service was great. My register attendant was named Thomas, I believe, and he was helpful and polite; and the other staff were all courteous as well. It was actually a breath of fresh air. I don't live on this side of town, but I hope that this is always the mood there!"

"Nice local lunch spot. Easy online ordering but not ready at the time stated but just a few minutes wait. It was clean but seemed short staffed. Everyone I had contact with was very helpful"

"Stopped in because I needed pastry rings for two locations. The service I received was professional and warm. I told the manager David what I wanted and he said he would have it done and ready first thing the next morning. I was greeted with a smile when I got there and everything was perfect. Six freshly baked pastry rings ready and waiting. Utensils, plates, and napkins added in. Such a wonderful experience! The rings were a huge hit. Thank you!"

"My girlfriend got a charged lemonade, and they keep them behind the counter. Unfortunately the first employee we asked didn't know that, so it took us forever to figure out. The food is pretty good, but spending over $50 for two people to have lunch at Panera feels outrageous"