One of the managers came by to clear tables; I asked if he was "The" manager, he replied with a smile, "one of them!" and before I could speak further, he was gone. Busy, I get that.
The check with my name on it though, was spelled, "Bread". OK, close enough.
Yesterday's experience was the worst, even allowing for a burst of traffic.
I move aside to make room for other patrons. I ask another supervisor for a mug and she sends another person to find one. Finally a mug is held up with a quizzical look... (Yes, that is a mug, may I have it please?)
I gave my name, spelled it out (four letters, B-r-a-d). Paid with a $20 for an order of $11-something. Easy.
Sandwich came up. Grilled cheese, the tiniest half sandwich, half of which was welded to the cardboard and appeared to have been heated before. The cheese at the cardboard was not even warm, the top was hot. This was a reheat job. A quarter of the sandwich remained on the cardboard. I did not want to make a scene of me gnawing on it. Sad, really.
Over to the coffee urns. The person bringing out the coffee urns is clearly in the weeds. Puts the coffee urns in place but does not change the "time brewed" signs. So all of the coffee appears to be two hours (c)old. Some actually were.
The cashier seemed befuddled and rang up that I tendered $40, ok, happens. It took a supervisor away from another register to move that one along. The line behind grew. Finally all set, I am waiting for my coffee mug. I asked again for a mug. I know, first world problems, but still, this is not a difficult thing. I get handed a paper cup.
Your basic panera, but have to go with 5 stars as they were out of part of a sandwich and not only offered substitutions and other recommendations but gave me a courtesy drink, which was unnecessary but wise customer service. Clean and fast service.
I am generally a Panera fan and understand busy times and how things can get backed up. There is also a broad difference by location and because most are uniformly good in cleanliness, service, friendliness and promptness, this is directed at the Panera at 120 Highland Ave in Needham, MA.
Good food. Had chili & frontega chicken and both were tasty. Baguette was a bit stale.
This location was exceptionally dirty and the staff were exceptionally surly. The food was prompt and as expected, but there are other fast-casual options in the area where the experience will be better.
OK, every place has bad days and it is hard to find qualified help. I get that. But this crew was really, no pun intended, out to lunch. If there was training, it did not show. Not just cashiering (takes some training), but moving coffee out, noting which is fresh, keeping the dairy stocked, getting mugs, spelling a customer's name correctly. Not butchering a simple GC sandwich. I should have gone home for lunch.
My order was simple enough, Pick-2 soup and half sandwich and a ceramic mug for coffee.
So, managers of 120 Highland Ave Panera- please train your staff, even going back to the basics. Jobs depend on it. All jobs there.
I’m a huge panera fan but the service at location has diminished. Staff was friendly enough, but waiting 30 Minutes among a huge crowd mid-Sunday afternoon for your order is a bit excessive. I’m here nearly every week around the same time and noticed efficiency has been progressively worse.
Panera Bread is a US Bakery based in Needham, Massachusetts. Panera Bread is located at 120 Highland Ave, Needham, MA 02494, USA.
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