I was in town for work meeting and was put in charge of arranging breakfast for everyone. I went to Panera and placed a rather large order. I was contacted by the manager, "David" who told me I could simply call in the order next time and they would deliver it to our office. That afternoon I called back and spoke to David and placed another large order. I explained to him I needed the order to arrive no later than 7:30 because our first speaker was starting at 8:00am. The next day arrives and at 7:30, no food, 7:45 no delivery. I call at 7:50 and get David on the line. When I ask him what's going on and where is my order, he tells me it's sitting on the counter waiting to be picked up. I told him that I wanted it delivered and I made that clear when I placed the order the day before. He then tried to blame the whole thing on his employees and said they must have got it wrong. I told him it was him who took the order, and if anyone was to blame it was him. Needless to say the food arrived after 8:00 and our speaker had already began. What bothered as much as the mistake about the delivery, was the fact that David the manager was so quick to try and blame his employees for the mistake rather than take responsibility as the manager, when in fact he was responsible because he took my order. Needless to say, they will not be getting anymore of our business. Poor leadership!