I just got back from Panera with the girls and I am STEAMED!
This particular Panera opened a week ago, and this was my first trip there, although the girls have already been there. I ordered our food and asked that my panini sandwich be made without the onions. The cashier was obviously real new because she had to check the menu to be sure I knew what I was talking about, and then told me it couldn’t be done. She said all of the panini sandwiches are pre made and can’t be altered.
Huh?
First, part of the attraction of Panera is that it’s made to order, and I’ve always ordered this sandwich without onion and always received it - no questions asked. I mentioned that and she had kind of an “oh well!” attitude. Fine, fine. I ordered something else (a cheaper item) and she tells me they’re out of the bread for the sandwich, so I cut to the chase and asked to see a manager. He came over and I pointed out that I couldn’t get the sandwich the way I wanted it, and they were out of the other thing I wanted, and rather than say “I’m sorry”, he said, “Well, we just opened. We’re out of a lot of things.” And that’s it.
I called him on it and said that was a lame excuse. He then offered to make the sandwich I wanted in the first place fresh. Great! I turned back to the cashier and she gave me my total…and it wasn’t enough money for what we ordered. I pointed that out to her and she just didn’t even comprehend what I was saying, and insisted she was right, so I let it go.
I walk to the table and check the receipt, and realize she didn’t charge me for the sandwich that he manager is making, she charged me for something else. I head back to point it out and he intercepts me and gives me an attitude for daring to come back up. I point out that I wasn’t charged correctly and he begins to argue with me about what I’ve ordered. I told him my only concern was that she rang up something completely different from what I ordered, and I wanted to make sure I got the right thing. He shows me the food for my daughters on the counter and asks if it is right, and no, it isn’t. My sandwich is wrong too, and had to be remade.
After that, all was well, except for his overly friendly attitude to me. It was kind of creepy. Apparently he had decided to kill me with kindness, and he was extremely condescending and smarmy for the rest of our stay. Jackass.
Comments
Oooh. I hate terrible customer “service” like that. Glad you insisted on calling them on it. I’m sure they have no idea how your story can/has spread over the Internet.
Well you have recourse. Panera has a customer comments thing (can’t remember if it is phone or online). But I’ve told them off twice…both for the same thing and I finally figured out what the problem is…
At my store they get the order as soon as it is punched into the computer. So by the time they hand me my buzzer it’s already going off…but the cashier would say that’s just a test buzz. So I would wait around forever to get my sandwich which was already sitting up on the counter made. I’ve noticed they don’t use the buzzers much any more. I think I might not have been the only complainer about that.
I would mention that they really need to train their staff better and that manager could use some customer service training too.
I’m so sorry you had such a rough time getting your lunch.
I had the same kind of issue there last week. I ordered a pizza and the girl told me it would be about 15 minutes. Well I stood by the pick up counter waiting for 40 minutes before I could finally get someones attention and they were like - oh, it’s right here. I t had been sitting on the counter for probably 15 minutes. I told the girl that it was probably cold if it had been sitting there and she had the attitude like too bad. So, on my way out, I stopped the manager and told him they might want to try a new system for the pizza pick up as I had waited for 40 minutes. He did not even apologize for the wait. He looked at me like he was in another world and went back to what he was doing - no explanation, no apology, nothing. It was very weird. It was not my first time there and they had already screwed up a prior order the time I had been there before. Needless to say - I haven’t been back yet! Perhaps after a month or two when they get their act together!
I recently had the same kind of situation!
Panera is called “St. Louis Bread Co.” in my area… Went in to get my usually yummy panini with no onions and I was told the same thing!
I think it’s a conspiracy against the non-onion-eating panini lovers across the country!
We should start a support group and strike back….
Ugh, people are ridiculous. I hate, hate, hate the “We’re new” excuse. So freaking what? The restaurant next door has been there for a year, and they have food. I don’t care. And at least have the decency to apologize rather than being an ass!
I’ve been told I can “special order” something too, since it’s “pre-done”…ummm, if you want my money, take the sun dried tomatoes off before you grill it…is it that hard?
LOL, that was supposed to say CAN’T
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