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| - For the record - my wife and I have never had bad experience at Panera Bread in the past. But we will NEVER go back to this location (Rainbow and Warm springs)
We recently visited the Panera Bread on South Rainbow for a casual dinner on a Saturday evening. We walked in with no special expectation thinking it would be just like any other visit.
Unfortunately, we were wrong.
The first negative vibe happened at the cash register. We noticed the young man there chatting and joking with the customers before us - perfectly normal. However, once my wife and I stepped up, he gave us a blank stare and failed to utter any sort of basic customer-service greeting to us. We ignored the silence and said hello and proceeded with placing our order. He seemed to have some difficulty managing the POS system - not a big deal. Although, none of the 4 employees we observed standing around throughout the restaurant (doing absolutely nothing by the way) were by his side helping him out.
Once we found a booth, we noticed that a pastry we had ordered had not been given to us at the counter. We decided to wait for one of the employees to deliver our food, at which point we would ask for the pastry. After a longer than usual wait (which was interesting because they had more employees than customers, yet we still had to wait a long time for our food), our food was brought out to us and we kindly requested that the pastry be brought out as well.
The response we received from the employee was, "Sure, but for future reference, you are supposed to pick up your pastry at the counter." To us, we thought that was unwarranted attitude; as she said it with such annoyance. We have been to Panera Bread plenty of times before and we knew normally they'd give us pastry at the front counter. And if it was forgotten, it was never a big deal for any server/runner to bring the forgotten pastry to us at the table. My wife really did not appreciate the attitude from the server. If anything, that comment should have been made to the employee manning the front register to remind them to NOT forget to give the customer pastries they've ordered. That was bad customer service.
After 3-4 minutes, the employee finally returned with our pastry and sourly asked if we needed anything else. Once we said we were okay, she then proceeded to head over to the kitchen and talk/laugh with other employees for the duration of our stay.
About half way through our meal, while one of the managers was leaning on the counter in the lobby texting on her phone, we heard an argument erupt in the kitchen. One of the employees was distraught and yelling profanities at what I can only assume was another manager. The employee removed their uniform and apparently quit on the spot as far as we could tell. The entire restaurant fell silent briefly and tension filled the air for the rest of the evening.
As I observed the employees from this point on, all I saw them doing was laughing with each other, texting, and doing absolutely nothing work related. Managers again were observed texting on their phones in the lobby and doing nothing to apologize to customers for the disturbance.
It was also amazing the sheer number employees working at the time versus the amount of customers in the restaurant. The ratio is wayyyy off. Whoever did the work schedule certainly did not do their job correctly. It would also appear that large amount of employees were "on break" concurrently and sitting/eating/socializing in the main dining area. That was strange to us because at other restaurants, if employees were on break and eating, they would normally be sitting away from the customers and behaving in such a way that would not disturb the customers.
I have managed restaurants in the past and I always went to great lengths to ensure that the customer always had a pleasant experience, and if they did not, I would go out of my way to ensure that they knew I was aware of their situation and that I would do everything I could to rectify the bad experience and encourage them to return in the future. The management team at this location did no such thing. It was the most unprofessional dining experience I have ever had and I would be very surprised that any of the current staff will be around much longer if reviews like this keep cropping up.
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