KF
Katherine Fox
Sep 5, 2026
I have been a loyal regular at this Panera location for over a year, ordering 4–5 times a week—frequently via delivery due to severe health issues that prevent me from driving. Having spent thousands of dollars here without ever asking for a remake or a refund, I expected a basic level of quality and customer care. Instead, a recent string of unacceptable kitchen errors and hostile treatment from manager Kat left me in tears on my drive home.
It started when I received Kitchen Sink cookies that were pale and raw in the center. When I called the store, Kat openly acknowledged the issue, admitting, "Yeah, they're kinda light," and noting that baking them longer "never works." This confirmed that management was fully aware of sending out raw, undercooked dough. While a replacement was offered for the next day, Kat didn’t offer to have it delivered, forcing me to figure out a way to get to the store, if I was too sick to drive, despite having paid over $15 in delivery fees specifically because I was unable to drive.
A few days later, I ordered my usual Greek Salad Stuffer with extra chicken and no olives or peppers—an item I have ordered consistently for months ($14). Upon taking a few bites, I discovered the sandwich was stuffed almost entirely with plain lettuce. I emptied the stuffer ingredients into a bowl to see if the rest of the contents were hidden at the bottom, but there was nothing there—no double chicken, no proper toppings, just lettuce & 2 pieces of chicken. Luckily, I snapped a picture of the bowl to compare alongside what the item is actually supposed to look like.
When I drove to the store to get the item remade (once again paying for delivery, by having to drive to the store, twice in 2wks)—my very first sandwich remake request in an entire year of patronizing this location—Kat greeted me with immediate hostility, saying, "Okay, I'll do it this one time." Instead of taking ownership of back-to-back mistakes, she attempted to shift the blame onto me, claiming that they had been "having a lot of problems with [my] orders lately." When I asked her directly if the food was prepared wrong, she admitted the cookies were “light”, yet treated remaking a completely incorrect $14 sandwich as an unfair burden.
To be treated like a problem customer and publicly blamed for the store's own kitchen failures was deeply hurtful. Especially when Kat said this was their way of taking accountability! Accountability @ whittwood Panera= blame the customer. I don’t think I’m asking too much by wanting fully cooked food and the items and a stuffer with the ingredients that are listed on the menu. I will never return to this location.
It takes a lot of energy to deal with the attitude and attack I encountered, especially when i was just looking forward to enjoying my meal at the end of a long day.
No other Panera delivers to my address. So I lost my comfort meal. And I’m extremely picky, but when I love something I don’t get sick of it.
The reputation of a restaurant is not on dealing with customers when everything is going perfectly, but how you deal with customers when your restaurant has made a lot of mistakes.