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  • I do quite a bit of office lunches and I have used many other Panera Bread locations in the past. Each time prior, they have been very easy to work with and delivered what was expected. This time not so much. I placed a delivery order online and selected my desired delivery time and location. We chose Panera since they were the only option that delivered. Once I ordered I got in my car to head to my appointment. I got a call from Kathy saying that they were unable to fulfill the order that I placed since they were already out on delivery for the day. She cancelled my order before I could even call back. I asked her if I could just come pick it up. She said "there will be no-one here to fulfill your order since we do all of the lunches for the schools." It sounded like they were closing the restaurant to go out on delivery? I was not quite sure what that meant but I said ok. She told me to go back online and place the order to the Cactus location. I pulled over and went back on the website to place the order through Cactus. About 15 minutes later I get another call from Kathy saying that I placed the order through her location again. I told her that the website must have sent her the order since she was the closest to the delivery location and in a very snarky manner told me "that is not how the website works, you just sent it to the wrong location." At this point the food was supposed to be delivered in 5 minutes. I was very frustrated with the tone that she was speaking to me with and providing zero customer service. She just kept saying that it was my fault. She said "it is not my fault you placed the order last minute." She was so unwilling to help me come up with a solution and just placed all of the blame on me despite being able to process the order online with no issues. She said that if I wanted to come pick it up it would be ready at 12:30 PM and I lost it. She said that I was not able to pick it up originally but now I can? At that point I was unwilling to give them any business. I called Flowerchild across the street and informed them that I had a terrible time with Panera and I needed food for a lunch that started in 10 minutes. They were super helpful and told me that they would put a rush on the order. I walked across the street and the food was ready for pick-up when I arrived despite their restaurant being packed. I don't want to judge all Panera Breads for the experience that I had with Kathy, so you just may want to go to another location.
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