Panera Bread

Date of Catering order pick-up: January 5, 2019 at 12:00pm
Café # : 204369
Café Address: 1015 Mall Walk, Yonkers, NY
Order #: 9260997

I ordered the popular bundle online for pick up at this café on January 5, 2019 at 12:00pm-12:15pm. I arrived at the store at 12:40pm. The store manager was not aware of any catering orders for pick-up that day. Went ahead and checked their system then informed me it wasn't made yet although it is already passed the "Pick-up time ready of 12:00pm". My event supposed to start at 1:00pm. The manager told me they will make it and it would only take 15 minutes. I patiently said okay. I waited there while they were making it. It took about 40 minutes to finish all my order. It was completed at 1:35 pm. I was already late for the event!
The manager did not even offer anything for the inconvenience. I even added 5 more cookies, and she let me pay for it! She could have just gave it for free since I waited another 40 minutes for them to complete my order. I ended up being late for the event with all the embarrassment.
If it says Time ready by: 12:00, I expect it to be ready by 12:00pm. or maybe a little behind is acceptable, I even arrived late at 12:40pm.
but the café not being able to pick up the order and not making it at all is totally unacceptable. It caused a lot of anxiety and inconvenience to the customer who expects her order to be ready by then.

this is the 2nd time I had a problem with catering orders from this café. I did not submit a complain on the 1st time it happened thinking it was just an isolated incident. but 2nd offense should be escalated so proper resolution would be initiated.

I would like to request for refund for a service not delivered properly to the customer. Thank you.