Last week, I preordered my food at 10am to be ready at 12:15pm. I get there at 12:20 to only be informed it would take an additional 60-80 minutes for my food. For a preordered meal, I view this as completely unacceptable
If you cannot prepare the preordered food in a timely manner, then that function should be turned off until your restaurant can seem to be capable of doing such.
When asked to cancel my food, I was additionally brushed off only to be told I need to wait. I then asked to speak to the manager, who slowly cancelled my food and told me rudely not to come back that week if I didn’t want to wait. In downtown Indianapolis, your business is surrounded by a magnitude of working individuals, it should come to no surprise that most people can not wait 60-80 minutes for their food.
I am not sure if you can use the excuse of being busy to your advantage, because I have attempted to come to your restaurant when there was maybe 10 people in the whole place to only have to wait an ungodly amount of time.
I believe your issue remains in your management.
Complete Trash stay away…..
Wasn’t acknowledged for at least 5 minutes. Had someone walk up to the register push a few buttons and walk away…not a hi, bye, or screw you.
Could have gotten better food from the homeless guy outside.
I don’t like giving bad reviews and I hope to increase it with a different experience. It’s hard to give a good review when you don’t get food.
I placed an online order that was supposed to be ready in 15 minutes. The place was VERY busy. They said it would be a 45-60 min wait. That’s great for them but they should honor the orders already in the queue. They spent more time trying to cancel my order than if they just made the salad. This is not ok. Not only did I waste my time, but I’m still hungry.
AN
Ashlee Netherton
Jun 28, 2026
We waited 30 min for our food which was fine cause we had time. I ordered a 4 cheese soufflé. When our order was finally ready they gave me a bacon frittata. I took it back up and she proceeded to tell me that it was correct. This is my go to order and it is obvious the difference. Especially since one had meat and the other didn’t. One had croissant and the other doesn’t. She tried to tell me this is how this particular store makes a 4 cheese soufflé. I was like you make them with out croissant and you add meat? She asked me to show her on the menu and I did. I pointed out the obvious differences and she said all I can do is issue a refund. This is super disappointing and this location is terrible for customer service.
KA
Kenneth “Biznessman” Allen
Jun 10, 2026
I had lunch at the Panera Bread inside Claypool Court today and was extremely disappointed with both the food safety issue and the customer service that followed.
I ordered a tuna sandwich on white bread. The sandwich was actually very good until I discovered a plastic bread clip baked right into the middle of it. Needless to say, finding a piece of plastic in your food is unacceptable.
I immediately returned to the counter and waited several minutes before anyone acknowledged me. Once someone finally did, I asked to speak with a manager. After another five-minute wait, I showed the bread clip to Jeff, a manager. Instead of documenting the issue or expressing concern, he immediately threw the evidence away.
I assumed he was going to offer an apology, replace my meal, or otherwise address the situation. Instead, after several more minutes, Jeff returned and asked if another manager, Cat, had helped me. She had not.
Eventually, Cat came over and asked if I wanted another sandwich. At that point, I had completely lost my appetite and declined. She did provide a full refund, which I appreciate. However, what was missing from the entire interaction was the simplest thing of all: a sincere apology.
Mistakes happen. Food service is not perfect. But finding plastic in a sandwich and then receiving no genuine apology, no concern for customer safety, and no acknowledgment of the seriousness of the issue is disappointing. The refund was the right thing to do, but basic customer service and empathy cost nothing.
I expect better from Panera.