I have Panera Bread gift cards, so I decided to order food. I ordered a Greek Salad, Group Soup (Broccoli Cheddar), and a customized Bagel Pack (6 Asiago bagels, 6 Sesame bagels, 1 Everything bagel [the only 1 left] and 2 Chive and Onion Cream Cheese 8 oz tubs).
It took 30 minutes to place the online order because it was so complicated to customize the bagel pack and enter all the gift cards and other payment details. Then, when it was time to pay, I push the button, and the website says "cannot process order at this time. please try again." I try again. And again and again.
I call the corporate customer service and get a nice older woman from up North. She offers to "clone" my account. I agree, and then, she's like, "Oh, now I'm logged on as you. It says, Hi, ____. Isn't that nice! What a friendly website we have." Then, she asks me what I want to order. I know how to order! I just want to check out with the order I already have in the checkout. And she's like, "Oh, where do you live? Let me call the cafe for you. I'll just put you on hold.""
I'm on hold for 10 minutes. She says, "I'm on the line with you're local cafe! They've agreed to help you with your order." I thank her, and the manager at my local Panera starts talking. When I describe the issue, the manager says, "I can't help you with this because it's a delivery order and has to be done online." I told him that the customer service said he would help. He was like, "Sorry, nothing I can do. She knows we can't help with delivery orders."
I keep messing with the online order checkout page. I had 15 percent tip when I started the process and it wouldn't take the order. Then, I changed it to 10 percent, and it still wouldn't take the order. I changed the tip to zero, and the website then took the order! Now, the delivery is confirmed with no tip! It turns out Panera is using Doordash. I get this call on my phone, and it's this really nice polite young man who is working for Doordash saying they are out of Everything Bagels at Panera and is there another bagel I would like. He's so nice that I start searching the house for cash for a tip.
The order finally arrives and Panera robbed me! The "group soup" is smaller than it used to be and isn't even full. It would only serve 2--not a group of 4 as advertised. The cream cheese on the bagel pack is only 2 individual serving containers--when I paid for two 8oz tubs that were supposed to be for the 13 bagels. (The new price of this group soup at my local "cafe" is 23.00 dollars, so you expect the four servings as advertised.)
I start calling my local Panera "cafe," again. The same manager answers. I ask innocently, "What size cream cheese comes with a bagel pack?" He says two 8oz tubs. I say, "I just ordered a bagel pack delivery, and it only included 2 individual serving cream cheeses--just enough for 2 bagels." He sounded defeated. I ask how they were going to make it right. He said I would have to drive into the local cafe to pick up cream cheese, or place a new order online, which would be "voided" but Doordash would need to deliver again. I told him this was Panera's fault and Panera should fix it. He agreed, but said there was nothing the store could do to fix it. It would have to be on me and Doordash to fix Panera's mistake.
I called the Doordash guy. He was so nice and agreed to pick up the cream cheese and drive it to my house, free of charge. If anyone is wondering, yes, I ordered all this food just for myself. The soup and salad are for the weekend, and I'll freeze the bagels to eat next week. It cost over 60 dollars, and I feel I was robbed.