Panera Bread review: customer service

My daughter and I went through the drive-thru at our local Panera this evening. After waiting 20 MINUTES to get up to the service window, we waited another five minutes before anyone bothered to come to the window. We could see the attendant & what appeared to be a male manager walking back & forth but not once offered even eye contact, much less a greeting.

Once the cashier finally opened the window, there was no "hello", nor apology after such a long wait. She asked what we had ordered and we could hear someone in the background say our food had been given to someone else. The cashier then looked blankly back at me and stated our order was $21.30. I paid for our food, waited another five minutes, and was handed the bag without a "thank you" or otherwise.

I expected at least an apology, at minimum. Most reputable establishments, especially with a manager on-site, would've offered some kind of extra (a cookie, gift card, something...) to help minimize the obvious debacle that had just occurred.

We LOVE Panera and have never had an issue with the staff. This particular location is known for a long wait in the drive-thru but tonight was way past unacceptable. I truly hope that someone looks into this.

Thank you,
Holly
Burlington, NC