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September 17th, 2005

Bad Panera Experience

Every once in a blue moon, we’ll grab some soup and sandwiches from Panera. They’re a little expensive, but generally they use good ingredients and their breads are tasty and they’re always served quickly.

Except for last night.

We placed our order and waited for our meal. And waited. And waited. The place was somewhat crowded, so we figured it was just slow service for the day. Almost 40 minutes later, though, I got tired of waiting and went up to check on our food. When I handed the guy my ticket, he looked at it like he had never seen it before and immediately got to work. A few minutes later we had it (though they served the soup in a bowl instead of a bread bowl, but I wasn’t about to wait any longer for them to correct it) and were eating. The guy behind the counter didn’t give me any sort of explanation as to what happened or an apology. It kind of sucked.

So, that’s the story of why we were at Panera Bread for an hour last night.

Posted in Consumer Commentary

FROM: heather
DATE: Saturday September 17, 2005 -- 8:10:42 pm
so, did you at least give him some glaring looks or maybe even a few choice words (after he gave you your food of course)

FROM: jk
DATE: Saturday September 17, 2005 -- 9:54:27 pm
Write to the company--it could improve future visits AND net you some coupons.

FROM: Merle [E-Mail]
DATE: Sunday September 18, 2005 -- 3:17:07 pm
I really hate it when places offer no sort of apology, or even acknowledgement that a mistake was made.

Sure, it might cost them a bit to say "doh, we suck, here, have this complimentary dessert on the house". But it costs them less than a negative comment. If you prevent just one person from eating there, they suffer more.

And jk is right. From what I understand, you only get comps about half of the time, but at least it raises a flag to them.

FROM: Joseph
DATE: Sunday September 18, 2005 -- 6:29:29 pm
One place gave us $50 in coupons after their food made us barf all over ourselves and lay in bed ill for a day. But, I've lost them.

FROM: jk
DATE: Sunday September 18, 2005 -- 8:25:27 pm
I was going to add "you'll be less likely to tell a friend if they do something nice to make it up to you" but this Ping is already out and about. You could do a lovely follow-up with details of how they catered your office lunch party for free.....hee hee.

FROM: Joseph
DATE: Tuesday September 20, 2005 -- 5:34:50 pm
I would've mentioned the name of the chain Italian and custom pasta dish restaurant, but I wouldn't want to invite censure. I'm sure by accepting those coupons, I agreed to some fine print about nondisclosure.

Where did those darn things go? Of course, once you've been that sick, it's not like you're dying to go back, even for free.

FROM: Jack
DATE: Monday April 10, 2006 -- 2:18:00 am
Why did you wait for 40 minutes in a fast-food restaurant before checking on your order?

What is this then?

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