I work right down the street from this Panera location and I would say that I'm often stopping here. At first, I didn't think there was an issue but as time goes on, I realize that the staff that works here (maybe not all of them), the ones that work the drive-thru are rude and give service in a dismissive way. I can feel their unhappiness when ordering, and it seems like they're so irritated with working, with taking someone's order, especially if it's customized.
By the time to reach the window, they're shoving my order at me so fast to get me out and avoid me as a customer. Here are some prime examples:
1. I commonly order the Mediterranean grain bowl (w/chicken) and request that no Greek yogurt, no hummus, and no feta cheese be added. I usually ask for extra chicken which is often a disappointment because I feel like I'm charged for extra chicken but I'm not actually getting extra chicken. Take yesterday (9/22) as a solid example, I ran through the drive-thru as I was leaving work to grab dinner and ordered this very item. The woman working the drive-thru was so short spoken, so dismissive, and all around unpleasant. She was not friendly at all from the time I pulled up to the time she shoved my order at me.
2. I also commonly order the Strawberry Banana smoothie (w/whip cream added), and this is a more frequent issue I encounter. Every time I've ordered this smoothie, this particular location claims to never have any bananas, so it's always out. Yet, other Panera locations never have a problem making this smoothie upon order? I strongly believe the staff purposely avoids making it and tells customers that there's no bananas so they don't think anything if it and sub their order for something else.
3. This Rancho location has a habit for forgetting ordered ordered items or not actively listening to orders that by the time you reach the window, there's always something missing or wrong with your order. By this point, having death with rude/dismissive staff and shoving my order to get me out quickly creates disinterest in wanting to speak to the manager to form a complaint. I'm not someone to truly complain about something unless it really bothers me, and lately the attitude of the staff at this location is the worst of any location I've been to.
I am a frequent customer of Panera (w/ rewards) but I will stop going to this location just because of the negative experience I tend to always get. I'm sure other customers have the same or similar experiences but it's disappointing. I understand working retail (and in food) can be challenging at times but if staff is unhappy and treating customers poorly while providing service, they shouldn't be in that field of work. This is especially for those that don't take their job seriously when so many people are affected by Covid and have lost their jobs/income. There's always someone that would be happy to take someone else's place.
I hope management sees this review and takes a look at their staff in terms of what they do vs the service they give, and I hope there's improvement made. I believe yesterday (9/22) was my last time going to this location as a result of my poor service. read more