Sara was excellent at providing the best customer service when mozzarella was not available for my sandwich. She was very accommodating and upfront with my options. The food was good, but the prices were wack! Why do drinks cost so much?

I like it here. Love the wifi. (TY Panera!) I like the unsweetened green tea. The melt my son got was scrumptious! Could use a nocryingbabies zone and fresher smelling restrooms.

This is a great place to grab a quick lunch, salads and soups are great. I’ve tried a few of their sandwiches but I’ve been disappointed every time. If you like to eat soups/salads this place is a must! Coffee is also good and their pastries are always fresh and good also.

Cynthia Weaver

Great sandwiches, soup and dessert options. You can order at a kiosk, online or at the counter. Staff is friendly and helpful. If you order online, your order is placed into a cubby next to the cashier. When you dine in, the food is delivered to your table. We were there on a saturday about 2, not overly busy and tabmes were clean. I had half of a bacon tomato grilled cheese and clam chowder soup. All the soup comes with a hunk of French bread which has a perfect crispy crust and soft bread inside. For dessert, i had a triple chocolate walnut cookie. Soft and chewy, but I wish it had more walnut. Beverage choices are plentiful. Flavored teas, 2 kinds of lemonade and soft drinks. I had the agave lemonade - great lemon flavor and not overly sweet. A definite repeat..

+1

Bobbie Sorensen

A clean, quiet and bright restaurant. The salads are favorite. Large amount and a good variety of salads. Just enough dressing. Did the kiosk and sat down. Food came out quickly. Liked didn’t have to wait to line. Order what you want, pay with credit card and get your cups and get own drinks. Super fast and easy. Decided to download the app and order online now. The rapid pick up is fast. Usually 6-8 mins. By the time I drive there and walk in. Oder of 2 salads is ready. Spots in the front for easy parking and picking up food. Employees are quiet but friendly. They have a great selection of pastries and desserts. Like scones, cookies, croissants. Soft drinks, teas and lemonades. Also have bottle drinks like water and juices at the checkout. Menus are available at the door. This location has a drive thru. Restrooms are clean.

+7

For context, I do uber deliveries on the side. unfortunately while pulling up to pick up an order, i was approached by an older dirty looking man. As a young female i felt unsafe and decided to go through the drive thru instead to explain my situation. I proceeded to sit there for almost 10 minutes watching the workers ignore me. I’ve worked food majority of my life, i understand the struggle they were probably going through so close to closing. But i just don’t think it’s right to ignore a customer like that.

Food was delicious. Environment was peaceful. Service was awful!! I was there on a Thursday morning when the location was not busy in the slightest. The 2 employees that I interacted with that morning were both equally rude and inhospitable. All I ordered was a toasted bagel with cream cheese and a drink. I was never notified of my order being ready, the cashier had a bad attitude when I asked questions about items on the menu, I paid for cream cheese and did not receive it, my bagel did not come toasted. When asking the employee to correct my order they were extremely rude about it. Would not recommend this location (Milwaukee in Lubbock, TX). I was very disappointed and will not be returning to this location.

We got two soups: Cream of Chicken with Wild Rice and Broccoli Cheddar Mac and Cheese. We did not get cream of chicken with wild rice. It appeared to be Chicken Noodle with wild rice. We ordered to go and did not find out until we were home. Kiosks said out of bread bowls but I watched orders go out in bread bowls. I asked if they just ran out. They said no they have plenty. I told them kiosks says they are out. Poor customer service.

We got tomato basil soups and some salads to try something new. The bread was hard as a rock. There is staff, but they seem very upset to be here tonight. Hopefully, they have a good close shift since the lobby and drive thru is empty.

The salad was good but the sandwich was all bread and not much meat or condiments. All I could taste was bread.

Panera used to be so great and the bread is still delicious, but the inside of any sandwich? Bring your magnifying glass! Seriously, this time I ordered a ham and cheese and there was literally one paper thin slice of ham and a very small bit of cheese. This has become the norm for any sandwich. The bread is delicious, as I said, and there is the possibility I will go back for a pastry or a loaf of bread, but after my last few visits from a formerly favorite place to stop for lunch when traveling, I will not be taking meals there any longer. Five stars for the bread itself, one for the sandwich, so I'm giving you a generous three average. And, by the way, to the manager at the location in Lubbock: during the lunch rush, standing at the pickup window, all your employees gathered around, is NOT the time and place to be LOUDLY reprimanding them! I was humiliated for them and ashamed of you!

Sandwich bread was extremely hard like a crouton, not a very good sandwich was like warm. Three stars because staff working during rough time. My first visit to this location.

Starnes Edits

Meh. I ordered online for the first time using the Panera Bread app. I was excited to get my free bakery item: a chocolate coconut treat. I ate my meal and was eagerly awaiting my dessert. Turns out that I got a chocolate chip cookie, instead. And it wasn't a very good one, either. Disappointed. I would rate it lower but I didn't pay for it anyway.

Upon arrival my wife and I placed our order. I asked for the creamy tomatoe soup in a bread bowl with a half grill cheese sandwich. They called out our order and my wife went to get the order. They told her that the bread bowls were still in oven and would be 5 more minutes and to take the sandwich. My wife explained that it would be cold by that time. The cook responded that he already made it and basically couldn't do anything about it. 15 more minutes went by and wife was done eating. We both went up and asked about the food and one guy runs to a different part of store and comes out with his uncovered hands and hands it to the cooks as we are watching them prepare. Needless to say I just attempted to eat my cold grill cheese and chips and left totally disappointed. It all stems from poor training and management not being around. Hopefully owners see this and correct their staff.

The staff: Did not supply the fast lane kiosks with pagers. Order taker was very confusing and I ended up not getting what I thought I was getting. Surly employees in general. The food: Overpriced. Paid $12 for a little bit of pasta and a fruit cup. The taste was mediocre at best and a few of the grapes were bad. Environment: The store was decently clean, but I certainly was not impressed. Did not look like they had anyone manning the dining room. Would I recommend: No, I will not be coming back to this location again and I will not tell anyone to come here either.

This location doesn’t fail to disappoint. Slow service on multiple occasions, and food quality is not up to Panera’s standards. Not only did my meal smell very odd, but I was also given a really dry and hard to bite cookie. Some employees are nice, some aren’t. Not coming back to this location.

We love Panera, but location in Lubbock has horrible customer service. My family stood at counter for 7 minutes watching staff look at people in line and walk by. Finally asked if there was anyone working counter who could take our order. Was told to order at kiosk. Don’t mind ordering at kiosk, but is it too much to ask for someone to greet customers and direct them to kiosk instead of avoiding eye contact? Come on, Panera. You can do better. Walked over to Bone Daddy’s instead.

I've always wanted to try Panera, the commercials and what i hear from friend's; have made me crave it for years. My wife and I finally came to see what's the fuss was about.. We arrived at 11am on a Thursday, I think they only had 1 customer before us.. The first thing i noticed upon entering is, nearly every employee were sitting in the lobby. They were all eating and on their phones. One in particular made me want to cancel my order due to her shirt. It was a middle aged white woman with glasses, her shirt was covered... And i mean covered in Dog or Cat hair... The entire 30 minutes we were there, most of the employees were in the lobby still eating and playing on their phones.. I made the comment " How is this place barely opening for the day, with no customers; and the dining room was filthy, tables were not lined up or cleaned, every seat had food or crumbs on them. I really like the Bacon chicken ranch sandwich, the soup was good, our baguette was refrigerator cold and hard as a rock and our bacon mac and cheese was really good... In my opinion, this place needs new management if it wants to survive. You'd figure a teenager was running this place. It's sad i was so excited to try it yet the place was filthy.

We love Panera and come here because of the fresh, healthier ingredients, and standard service. Not the case here. Stopped to grab a healthy meal for our athlete competing in the local Regional USA Gymnastics comp. It was busy and peak lunch hour, however waiting for over 20 minutes on a single in-person To-Go Turkey Sandwich is unacceptable. We gave ourselves a 30-minute buffer time to get to our destination, but that was not enough. Wait time and customer service was unacceptable. Meals were piling up (full) at the pick-up counter and customers were lining the aisle waiting on their meals. No attempt was made to rectify with the customers standing there. Service staff kept their heads down avoiding the situation until confronted and the response only then was "we're working as hard as we can... this isn't our fault". I don't understand. Who's would it be? The customers' fault that I chose you? It was obvious the order system was afoul, and the customers were not priority. I feel bad for those who ate food sitting out for 15-20 minutes.... soups cold, sandwiches and salads mushy. Things happen, but you should work with your customers to fix it, not push back. Good lesson to work inward and improve the team at a premier location in town. Us out-of-towners want to remember Lubbock for good things, not the experience we had. Not characteristic of a typical Panera. We all have bad days, but attitude is everything!

Ordered hot coffee. Got coffee that wasn't even lukewarm. Asked for hot coffee. The started to pour the already seemed coffee (from which I has already taken a sip) into a container to then heat it up (by sticking in a nozzle ... hygienic?). I asked for fresh coffee and the employees explained that they don't make fresh coffee. They make a pitcher in the afternoon and then reheat when ordered. Exchanged for iced coffee as I expect that to be cold. I'm pretty sure it was the same coffee as before but it took 3 minutes to put ice in. They way the three staff members huddled over the cup, I didn't feel safe drinking it. Even if they weren't trying to cross contaminate, I'm sure they did. Threw it out and will never go to any panera bag again as this is the 4th bad experience in row at this location. We've had bagles cut so bad the top was black and crumbled when toasted but the bagle was cold , wrong orders, incomplete orders, and always eye rolling.

I was disappointed by this store, truly. Service was slow. We arrived and placed our orders via kiosk and watched others who arrived after us receive their orders (dine-in). We had to ask what the status was and the response was that all they had to do was put the bottled drink with the food. (24min later) Food was on the disappointing side, too. The Broccoli cheddar soup in a bread bowl is usually very hot, this was lukewarm. Bread bowl is usually cut, not this time. Apple was soft, smushy, and wrinkly, will probably just give it to the horse to enjoy. Had high hopes, as we don't often visit, but was let down a bit. Just keepin' it real.

I waited 30 minutes for a sandwich, other customers were getting upset over wait time as well as receiving their food one item at a time and the staff had poor communication skills, espresso machine was down not sure if that’s normal one lady before me got cold chicken so they had to repeat it overall very mediocre, probably won’t be back

Severely understaffed. And their drive thru is unavailable half the time. Food is fine. Panera in general feels not worth it. Fast casual has turned into hollow value and ghost town atmosphere. I could literally the staff yelling at each and talking about how stressful things were

Came in and started ordering. Then noticed they closed the door. So we asked what was going on and they said registers were not working but the kiosks were so we should be good. Placed order and came around the corner to see a huge line of people upset and waiting. Was like what's going on? They said the orders were not coming through and that they had been there for an hour waiting. We understand there are problems but we had a chance to leave but because we placed the order and the registers were down we couldn't even get our money back. It's not like the food is cheap. So we waited then they asked us for our order from the receipt and they still didn't give us what we wanted.

Just arrived from out of town, and picked this location for the drive thru. Nobody answered at the panel. I drove around to order inside, but to-go. I see two workers with drive-thru headsets on, walking around. I guess they wanted to ignore patrons there. I waited for a long time for my to-go order. When I saw someone pick up their order, who ordered after me, I asked about my order. Well, my order had already been completed but sitting on the back shelf. It would've been so easy to call out the order, or just put it on the to-go shelf. But no, it just sat there away from everyone. I saw four workers walking back and forth, and none had any sense of urgency. And the place was almost empty. You're better off to go to the Chick-fil-A just a few doors down.

The first time I came to Panera some months ago, I was highly impressed. I LOVED that they had served my coffee in an actual mug! Today, I'm am not a fan. My coffee was brought out in a paper to go cup. May as well had gone to Starbucks! My Cuban sandwich had a giant piece of inedible pork. Also, The cookies weren't soft as last time. For the amount of money I spent, I'm upset with myself. I should've trusted my gut and just gone to Qdoba.

Renee

Don't do military or student discounts. Waited a long time to get service in person for my first-time not going drive through. Tables were not very clean and it's kind of confusing to navigate inside. I got their chili bread bowl and i had asked if they had any cheese or sour cream or if it was at an extra cost they told me the soup doesn't come with that. Super white-washed. We're literally in the south. What kind of chili doesn't have crackers, cheese, corn bread, and/or shredded cheese with it??? I originally came to get the corn chowder limited special but i came too late and it was already ended so i got that instead. Very annoyed with it but it wasnt bad. I wanted my friend to experience panera for the 1st time and she said it was alright. Expensive for basic she said. I don't return often and i probably won't again till i see the corn chowder come back 🤷🏻‍♀️ i make better chili and can feed 8 ppl for the same price. Have a good one 👍🏼 🙏🏼

Food was absolutely horrible. Inedible!!!!!. Overly sauced with hummus, tahini. We ordered food that had to be thrown out. Did not get to eat anything we ordered. Call up the manager "Jason." He asked so you want a refund or something?! I don't have the refund code. My GM does. Call back tomorrow. Poor customer service.

Do not waste your time. Huge disappointment for a Panera. Doors were still locked at 9:30am, Floors are super sticky, bathrooms were a disaster and smelled awful, staff hides, breakfast sandwiches were burnt, egg soufflé was super chewy and just a shade short of burnt, both of our coffees were watered down. Since we ordered from the kiosk we apparently do not get a receipt? Overall terrible experience. The issues here are not just from a single shift not doing their jobs the issues we experienced today are from continuous neglect throughout the team.

I’ve heard this Panera was bad, but I found out today just how BAD it is! Service was rude and rushed, even though there was no line. Got our order wrong. Didn’t give us a receipt. They were out of caramel for the caramel latte so I ordered a vanilla latte. But my vanilla latte just tasted like burnt coffee and cream. There was no flavoring or vanilla at all. Our sandwiches were all served cold. Other Paneras I’ve been to have served them warm. The sandwiches weren’t worth the $13 we paid for each of them. And the worst part of all??? Half of the lettuce on our sandwiches and also the avocados on my sandwich were flat out ROTTEN. 🤢 It was nasty! There’s no way I was going to let my toddler eat his sandwich. I fully expect my husband and me to be suffering from food poisoning shortly.

A group of friends came to Panera Bread to eat breakfast. No one was at the front to take orders until 10 minutes later. We ended up using the electronic ordering instead. Looking around the tables were noticeably dirty even though there were only three other customers around. After I was charged for a Mediterranean Wrap and a Peach and Blueberry Smoothie. The wrap tasted very old and they didn’t have the ingredients to make the smoothie. They did not offer me a refund and just made a different smoothie with what little ingredients they did have but had no taste. My other friends ordered sandwiches that were missing ingredients such as cheese, greens, and various veggies. One order of macaroni could not be fulfilled because they were out of that too. They were charged for the whole price and not told about the things they did not have in stock thus paying more for much less. Out of 10 people in the group, only one person got their complete order. One of my friends got a hot chocolate that was just cold chocolate milk. When she asked for them to fix it, she was met with major attitude in which they just heated it up in the microwave. It was definitely not an improvement. Overall, the service was bad and nonexistent, food was tasteless and overpriced for what we got, and I know that none of us will be coming back.

The food was awful. Paid $20 for a meal that seemed like it was made in a microwave. Forgot something there and tried calling 6 times with not a single time being answered. Are you seriously that lazy that you can’t answer a phone? With 6 self service ordering stations I highly doubt that it’s just too busy to pick up the phone. I had left something there 2 hours ago and it was still in the same exact spot when I went to retrieve it. Take that as you please but to me it seems like tables don’t get cleaned…

So - I never give one star… but this place is soooo far off the charts poorly managed that anything else (besides a zero!) would be a lie. Wanted a good salad. Went in and saw a sign that said ‘Sorry - we are out of salad’. Hmmm. Ok. Asked at cash register ‘Order Here’ and employee ‘Joe’ said “Oh no - we have salads!” He then said “I just need one minute…” and then started to push buttons on the register. Five Minutes Later - I asked him if we could place an order. “Oh… um… yeah… I guess” We places an order for two salads. We paid cash. 5 more minutes elapsed and another employee came up and said that they don’t have any salads, but that we can order something else. Ummmm NO. We then asked to be refunded and was told that they were ‘swapping drawers’ from one shift to the other. More employees got involved… so like 20 minutes AFTER we entered the store we finally got out money back, no salads, and no apologies. Chic-Fil-A for the save.

Every single time I come to this Panera my order is messed up somehow. As someone who has worked at a Panera is is extremely disappointing when I know how easy it is to just make orders right. I ordered the broccoli cheddar soup that’s supposed to be creamy and was extremely watery. If you ever get a soup from Panera that’s watery DO NOT EAT IT this means water probably got into the bag when it was thawing and that Therm is disgusting. I ordered a bowl of soup and got a bread bowl that wasn’t even hallowed out enough to be a bowl it was more like a cup of soup with water and chunky broccoli. The Paneras in Lubbock are extremely disappointing. Do not waste your money on these places they’re over priced, the service is awful in the drive thru, and your order will most likely be extremely incorrect.

Not the first time we have visited this location and had issues, recently we ordered door dash, food arrived quickly but it wasn't our food, we orders a soup, a smoothie and Mac n cheese, we received a pizza.... we called to ask if they could deliver the correct order (we were told the order was waiting in front of them), after waited on hold for 5 minuets to be told it wasn't their problem, to call door dash and get a refund. When THEY didn't even send out the correct order. 👍

I had to wait over an hour for my mobile order to be prepared. My pick up time was at 2 and I did not receive my order until after 3. They made my sandwich wrong and wouldn’t give me my free side baguette unless I paid for it??? There were many other customers inside who were all frustrated as they were experiencing the same issues. The manager continued to say it was not her fault and the employees stood there clueless. Overall this experience was terrible.

Placed a order through uber eats and drivers kept cancelling my order and I would get a new driver only to find out about a hour and a half later that there tablet that they use to receive orders was not working. Restraunt should be able to notify me or at least make it to where people can't place online orders if they are not prepared to make the orders because of a tablet or technical issues. This is very poor customer service and panera bread needs to do better when it comes to online orders such as uber eats or door dash.

First of all complete lack of customer service there were plenty of people working and never got acknowledged once. When we received our food they forgot our drinks so we had to reorder them. When we got home everyone’s order was wrong. ordered a BBQ chicken sandwich come to realize there was no chicken just 2 pieces of bread with cheese. Not worth the price.

I never post negative reviews, so it’s a sign for you to save yourself the trouble and skip out on this location. I have given this place dozens of chances, and it seemingly gets worse every time. The service is nothing short of horrific. It’s honestly surprising that they are still open. Food is often missing or incorrect, they will ignore people in the drive through or counter so you have to order from the kiosk, and the employees are openly rude to their customers. Stop supporting this location if you want to see any changes happen.

This place has gone down hill. Very sad because we used to LOVE coming here. Service was terrible tonight to do a pick up through the drive thru.no one answered and had to drive up to the window to get any service. My husband said he was greeted with a “what do you need”. Not friendly at all. And $10 for a soup? No thank you. This isn’t the first time this has happened. We used to get great service with great food. We won’t be coming back.

Very expensive for what we got and they just threw a piece of bread in the bag not wrapped or anything probably found it someplace on the floor.

Hands down the worst Panera I've ever been to (I've been to quite a few.) Today is not the first bad experience I've had at this location either. I've given them about a dozen second chances. They mess up your order more often than not. They act like they're doing you a favor by accepting your money. You'd better not ask to talk to a manager. The manager will act annoyed that you dared to bother them, and just tell you that it's all your fault anyway (this has happened every time I've spoken to a manager at this location). The crew is not properly trained, and the managers seem to have made a sport of trying to ruin their customers' days. I hope the company makes an announcement when they get better management for this location because I'd like to have their food again at some point, but definitely not until I know I can expect proper work ethics out of their team.

DO NOT GO THERE!! I wish I wasn’t in rush and had read the reviews before going there and spending over $100. My avocado chicken salad had absolutely no avacado but full of shredded bacon that neither the picture nor the details was showing or saying anything about it or else I wouldn’t pick that up! When I respectfully asked them for the avocado, they brought 2 small pieces of avocado, not even a half or 1/4 nothing! The hazelnut coffee I paid $4 was just brown hot water, almond milk, half & half everything fake, no taste to it!!!! The broccoli soup in savordough bowl I believe had 8 spoon of soup the rest was just bread stuffing that was supposed to be taken out but it didn’t! Long story short, DO NOT GO THERE!!!

Very disappointing. Tables were sticky and most dirty. Food was expensive and came out missing completely items. Chicken salad didn't even have chicken. Bread bowls were so tiny that my 10 year old was still hungry. Honestly was the worst experience I've ever had at a Panera.

I was charged almost $7 for this pathetic excuse of a sandwich. I eat at other locations almost weekly and have never ever received such poor quality food.

Coffee was lukewarm. We walked in and were ignored despite being the only customers. We placed our breakfast order on the kiosk. That was complete unnecessary. Would have been nice to see a smile and be welcomed even if the employees directed us to the kiosk. I used to love this place but it has gone downhill sadly. Edited: The employee yelled our name instead of coming to the table. No thank you at all. Then there was a roach on the floor as we were leaving. We won’t be back. Changing to 1 star. This makes me sad because the sandwich was good.

Wanted to get some soup after arriving in Lubbock, we pulled up at Panera at 8:59 just for the worker to deny us service because they were closed. I have worked at drive through jobs before and we never deny a customer even if they pull up 5minutes after closing, to deny us a minute after is nothing but lazy customer service. You have a lazy night shift worker here in Lubbock. Lost a customer.

This is a classic case of mismanagement. We stopped by on a Saturday morning at 10 AM, family of five looking for some bagels and pastries to get for breakfast. They had only two people in staff trying to take orders and cook, coffee was not even out other than the leftover light roast probably from the day before, bathrooms were clearly not attended to yet. While eating our breakfast couple more people in the staff showed up, one of which was the manager. I asked for half and half which was not available near coffees and she replied rudely - we don’t have that right now (after one of the staff members gave me some few minutes before). It seems that in the past few years Panera as a chain is constantly missing the mark. The people working there look overworked, undertrained and probably poorly paid. The cleanliness is lack luster and quality of product is slowly diminishing. I don’t blame the people working there, but the managers and the owners need a wake up call. I know I will take my business elsewhere in the future. Panera had a chance to be America’s premium bread and bakery provider but it fell hard in the last years. I believe this chain will either shape up or die soon.

Had a mobile order, when I got notified that my order was ready and walked up to the order station, the Staff was more concerned with talking to each other than helping me. They even walked out of sight to keep talking. I got a salad, that wasn't even a 3rd full and more meat than lettuce, was more of a side salad than a whole. Definitely not worth the $12.

Worst Panera experience thus far. Neither of our sandwiches were correct, even missing the original ingredients the sandwich comes with. Didn’t receive a bagel we ordered so had to ask for that as well as the ingredients we were missing to be given to us on the side so we could add them to our sandwiches ourselves. The bagel itself was over baked and not soft. I’d be willing to guess it was not baked that day. I grew up on St. Louis Bread Company and the quality has definitely suffered as the franchise has expanded. We spent $40 for two sandwiches, a bowl of soup, and a bagel and I would have had a better meal at Subway. Highly disappointed. Get better management and get it together or greatly reduce your prices or don’t and lose your business. Oh and the people sitting next to us had the same problem with their sandwiches not being right. Panera CEO, you might want to do an Undercover Boss episode. Just sayin.

Waited while staff talked amongst themselves and ignored people waiting in line. Ordered the world's most ridiculous tiny chicken sandwich. Dry... Yes that's a straw, a regular small straw. That's a $12 sandwich. All lonely... Waiting to fool your subconscious and swindle your wallet... Epic failure.

We walked in and no one runs the register. They expect you to do the kiosk. We place an order that to us seemed very expensive for a sandwich shop honestly and we were sharing. We then had to ask for cups and they had to print our order because the computer didn’t see it. Over 30 minutes to get our order. The food was cold and kids meal was not like pictured. The kiosk showed the kids sandwich as to halves so we thought our toddlers could share. It came out as a one half and the fruit cup did not have grapes as pictured. My food was cold so I tried using the microwave to warm it up myself and it didn’t work.

When ordering through the drive through I was asked about drinks like they were included with the food so I was charged almost $15 for drinks I did not even need. The "bowl" of soup was less food than the smallest Campbell's can at the store and that would have tasted better. The chicken in the noodle soup was dry, there was no seasoning or flavor to any of it and half my "bowl" was watery flavorless broth. The cashier was more concerned about talking to the coworker than letting me know my total and taking my payment. Then a completely different person brought me my food almost 5 minutes later (in the drive through line which is assumed to be quicker), and had to ask if I had gotten my drinks because apparently the cashier had not communicated it to them. Waste of my time and money. I remember now why I never eat at panera.

When I ordered at 7:00 they informed me they were out if broccoli soup. No biggie so I ordered another soup. I get to the drive up window and ask if they put a spoon in the bag because I am traveling and he said we are out and only have forks. Hmmm going to be interesting eating soup with a fork. I get to the hotel and open the bag and they literally put the bread down in the bag without it being in anything else. No wrap, no paper sleeve, just dropped in the bottom. I opened my “soup” and Mac and cheese

Ordered online and got two bread bowl soups and and two subs. Arrived about fifteen minutes after placing interview. Was handed the order quite quickly but upon looking in the bag I was only given 3 items, only one of them was on my order. The bag they gave me had my receipt indicating it was my order so I went inside and they seemed to not know what had happened. After a wait they fixed the order but had still given us completely cold bread bowls. Mediocre service for mediocre food that costs too much.

I came into the restaurant at 11:50 with only 3 people in dining area. I ordered a sandwich and soup, it has taken over 30 minutes to receive my order. Majority of tables needed to be cleaned.

I walked from my hotel and went over to Panera, walked into a side door. An employee was just sitting on a laptop in one of the booths. Didn’t say hello, didn’t even look up from the computer. All the lights are off in the whole building. The manager was just now walking in at 8:58. Which they open at 8. I waited at the cashier and there was no one. The manager peeked the corner and saw me and then continued to do whatever she was doing in the back. I waited probably 2-3 minutes just for someone to help me. Finally a guy walks up and he’s got a fake gold grill in and reeks of weed. Which is the most unappetizing thing ever. Then I go and find a table in the dark since the lights are off and the table is sticky and dusty. Being the only customer of the day you’d think maybe they would bring my order to me. However the same gentleman that took my order yelled my name from across the restaurant and had me come get my order like a high school cafeteria. It’s obvious when restaurants struggle from poor management/franchisee’s. This Panera is in dire need of help.

There was no one at the register so we placed our order on the kiosk. It took 7 min for 1 of the 3 employees sitting in the dining room to get up and come over to start making our order. Their was no iced coffee available for self service and the employee was very irritated to have to get it for us. The food was sloppily made, random ingredients that didn't belong in the salads were found in the salads. It was a terrible customer service experience on every level!

If I could leave 0 stars I would. 3 sandwiches and a cup of soup $52. Why bother giving us a table number if you're just going to yell across the room to come get it after making us wait almost 30 minutes? There were literally more employees than customers in the building when we ordered. Oh, and don't expect your food to be warm either. My soup was cold and I was told "there should be a microwave out there somewhere". Yes, I love paying $50 + for a soup and sandwich, waiting 30 minutes, and then having to heat up my own food in a dirty microwave sitting just above ground level. Drinks were also out, which is typical. When I was in there a few weeks ago all of their coffee was cold or out and my soup came out cold then. Do better. Will not be coming back. Ever.

Went through the drive-thru and it took FOREVER. They were parking cars for extremely long periods of time, with no explanation or apology for the delay. I ordered the pick 2 with the kickin’ grilled cheese and a soup. The grilled cheese was not grilled at all. Not even *toasted*. Just raw bread that seemed microwaved to melt the cheese. Only my second time visiting this location, but definitely will be my last. 👎🏻

Ordered a whole hot sandwich, it took 30 minutes and the meat was ice cold. I’d rather eat in the trash behind Subway then come back here!

My first time but probably won’t be back to a Panera. Drive through attendant said drive through closed; went in but no one to wait on you. Ordered at the self service kiosk (2 Americanos, 1 size only 16oz, and a little pricey from what I’m used to). Received (2) 12oz drinks and was told I ordered smalls. Only one size on the menu, not small. Got to the house and had to use microwave because it was just warm, not hot.

This location was unbelievably not prepared for anything. We waited 30 minutes in the drive through for them to forget half our order. We went inside and sat there for another 30 mins waiting for the rest of our food, while other people were complaining as well. The manager was kind of rude and not helpful to anyone. They got multiple orders wrong. As well as this lady had asked for no bacon on her sandwich, they took the bacon off and gave her the same sandwich back. Once I got our food they forgot the baguette, which we had already paid for and the manager rudely told us to go to the front counter and pay for it. Overall, a disaster of a place. Management awful and staff had no idea what they were doing.

By far the worst experience I've had. They closed the doors after we were ordering at the kiosk as there wasn't any cashier's on site. We found an employee who said they were open, we could order on kiosk but not on cashier. Ok we're good I thought. After we placed our order head to look for a seat a see a group of people waiting. I asked a person in line what was going on, he said he had been waiting 1hr +. He went to look for a way to get a refund. The issue was orders placed were not showing up on the screens in the back. I had to show them the order, and they finally gave us our food but all wrong, we ate as we finished they called our name again to make sure we were still here before they started the order. It's a mess from reading other reviews it's not the first time. Management really needs to step up and get this place in order or I'm sure it will be closing soon

This store is right by chipotle and I should have gone there for 22.16 we got one sandwich a bag of chips and a brownie we ordered was not told a sandwich we ordered was no longer a sandwich till we got to the window and then they said something the girl had to take the sandwich off we told the girl giving us our food we ordered two drinks the girl got our drinks then The manager came swing open the window claiming we hadn’t paid for the drink which was another 8 dollars. The manager Becky was rude and unkind but she did it with a small on her face! Went inside to speak to the district manager popped me and her reason for the poor service was everyone’s new! I have worked in the food service industry and you never treat people like that especially when food is so expensive.. You all need to do better!

Can’t even get a choose 2 order right. Completely forgot about the soup when it was delivered. Never had a good experience here

Will never return to this place again! The big lady behind the counter was so rude. As soon as we walked in she looked upset and even more that a customer had walked in to bother her. No greeting whatsoever and we stood there in silence until I finally asked her if we order there or not? She just said yes and moved over to the register. We ordered and she gave us a total, no thank you no receipt only got her ugly attitude. I'm sorry but I won't come back ever. These employees don't care about customer service and it shows. Management needs to wake up and read all these reviews and fire people that are hurting their business

Come here if you have money, time, and energy to waste. Me and the friend I came with are among nine that haven’t been served. This was easily my worst fast food or dining experience, likely because there wasn’t much of one at all. Came in, there was no one at the counter, just one guy that popped in and out. While I’ve been here, no one has been served. I have been here around 20 minutes. I don’t know if I can blame the one guy working here, but he doesn’t seem to care about being speedy either. DO NOT COME HERE. Just walked out, will buy Chipotle, will come back, and update this review based on what happens. (We got the chipotle in five minutes, right next door, then walked back to panera, our food still wasn’t made, we canceled the order through the bank.)

Use to not mind paying $7 for a Panera Bread grilled cheese, that is until now. Mostly dry bread with burnt cheese in the middle. This location has been on a downturn for quite some time. Save a buck and make it at home. 12-6-24 No improvement.

Placed an online pickup order for 2 Margherita Pizza's and BOTH came exactly the same; without basil. I never asked for 'no basil' in the online instructions. I drive to store, no clue. Get there, pick it up. No one even told me they were OUT of basil at drive-thru window. So I leave and go back home only to find that BOTH pizzas are minus basil, so I'm confused. I look at order ticket. Nothing there. So I call. And then when I call, I'm told they're out of basil and if I don't want them, bring them back for a refund. If I don't "WANT" them? I want them as stated on the menu, lady. Then she goes on and on that everyone is new and no one knows what's going on etcetera, she went on and on, a kinda oh well not my problem kinda vibe, and I in return say, you want me to drive all the way back? Can I reorder something else? Her response were all nopes until I physically brought back THEIR MISTAKE PIZZAS, which was not even my fault in the first place. I went in at 6pm. I didn't think I was ordering too close to closing time and regardless, isn't it the restaurants responsibility to make up for this loss in communication? That's a hard pass. She did nothing. AND the kicker?! She spoke to me as if I were just another inconvenience of the day. Never in my life. My son's fav pizza too. He opted for no basil bc he was hungry. It's just the point. And then when I call, I get the attitude? What the heck did I do wrong except order what I thought were going to be Margherita pizzas, which CLEARLY THIS IS NOT. I mean in my opinion instead of EVER driving there period, front, back or otherwise, I'd just opt to drive to another sandwich/pizza spot bc this place is like BEYOND unimpressive for the price. Get it together Panera. And readers, if this helps in your decision in ANY way, leave a thumbs up. I'm having a bet that Panera is not NEARLY the quality it used to be and I also refuse to believe that this is a Margherita pizza. Tomorrow is a new day. Thanks for ruining our dinner tonight Panera 🙃 Ciaó

Terrible service The kiosk allowed me to place my order, I sat and waited, then I approached an employee and asked about my order. He said, oh, we are out of those. LoL I said, ok, then let’s just cancel the order, he said, you’ll have to cancel that on your end…dumb, just dumb! Not one person upfront the entire time. The kid didn’t know how to cancel my order so I walked out empty handed and Panera Bread kept my money.

Tried the new Panera bread in Lubbock, don't do the order from the app at your table. Took over 40 minutes while the tables beside us ate and left, new customers came and ate and they are still getting food. We are STILL waiting... But the manager assured us that "the food will be out when it gets out". Real comforting huh? By the way my order was wrong when it finally arrived 40 minutes later, and my silverware was dirty. I have photos. But... What good would that do? The food? It was tasty, good, food. Thankfully! I guess I was informed he was a "corporate big wig DAVID" not just a manager. My bad. Even better. Hi David! I contacted corporate Panera on their Facebook page the apologized profusely and said they would have the local restaurant get in touch with me within 48 hours. NO CONTACT.. I contacted them again they sent me a gift card and apologized saying they would try again. No.. Still no contact. You see LUBBOCK PANERA doesn't care. But you know what? There are 400 other places in Lubbock to eat and I'm about to plaster my review on every site I can. ALL IT WOULD HAVE TAKEN was "I'm sorry. Let me check on that for you". David comes over to the table beside us and starts schmoozing the guys about how awesome Panera is and how great the company is nationwide... Looks right at us and steps to the next table..."how's your food? Is everything okay?" wow... Really!? Then not even bother to contact you after spending over $30 for soup and salad? That took an hour to make and was wrong? This location needs a LESSON IN CUSTOMER SERVICE.

This Panera bread is in one perfect location But unfortunately, the food and service is horrible And not to mention how overpriced it is. Never eating here again and I do not recommend to any one!

This is the Grilled Mac and cheese sandwich we received. The picture used to advertise had an inch high layer of Mac and cheese and we got this sad scoop on each bread. Person who took our order was also rude….I have had better service at other locations.

It was a horrible experience based upon zero contact with staff except for when they called me for me to come get my order. I had to put my order in myself at a computer Then we waited for our little device to beep, ring or vibrate And then when I came the counter to get my food, all they did was push it towards us and say have a good day They couldn’t even take the little device that told me to come up and pick my food up away. I had to place it in a certain space. The experience was kind lacking of personal connection. I won’t be coming here again. I’m glad I had a gift card.

People work in there doesn't look happy all grumpy and looks like want to tell you go eat in another place, it's a shame! Wasn't even cook right! what a shame

Very disappointed! Soups were freezing cold went up to ask the employee/workers how they kept there soup warm and all he said was “oh sorry “! So I asked for a manager and he was outside in his car. He finally came in and I asked for a refund. He was very polite in doing so and he then explained to me that all his employees were new and that they turned there soup warmer of an hour and a half before closing when they don’t close till nine!!! I can’t imagine how people in the drive thru felt when they got home and their soup was cold !! Like is that even safe when they serve chicken noodle soup.

This is not my usual Panera experience. The pickles were mushy, hard bread ends. The fruit was more for a toddler; diced mushy. And I came for soup with my sandwiches, but it wasn’t available until after 10am .

This location should be closed. I can definitely understand why this location has 3 stars. I went through the drive-thru with no service. I stopped at the intercom to place an order. Waited a few minutes and someone finally came on. I was asked to pull around, and so I did. I waited at least five minutes with no service. I could see at least 4-5 employees coming and going in the kitchen. A few would stare and look away. Seriously? This is horrible. They only had two cars in the parking lot so it’s not like they were busy. But still this shouldn’t excuse this type of behavior. I will add, my husband went to the same location before Christmas to get me a gift card as part of my stocking stuffer. He had a horrible experience with the cashier and manager. My husband explained them as very rude and seemed like they did not want to be there. So he told them he will go somewhere else. I don’t understand this type of service when there is plenty of competition. Please don’t come here. Don’t waste your time or energy. Go somewhere they will appreciate your business.

Jadah B

Horrible experience. Customer needs to be retrained. Team member slammed the order window and went to talk crap about me because I asked why my order was taking so long when they weren’t busy. Bread was really hard so I couldn’t enjoy my sandwich either

Traci Lincoln

Ordered through Doordas and it was wrong. Recorded and called stote my $16 dollar salad was less than half full and I was like wth?

Madison Kennedy

my experience started out with me getting charged for an extra month for the sip club membership, So when: they decided that they would give me $20 in credit so I decided I would have that for breakfast today since it was free. I sat at the intercom for at least five minutes saying hello and nobody had the decency to respond. So then, I thought maybe I ordered it before they opened so I pulled around to the window only to see everyone staring at me, but not coming up and attending to me. Literally sat there for a full 15 minutes before someone finally opened the window and asked what I needed. after getting my food, my sandwich was 90% sauce and extremely soggy. Do not go to this place they genuinely seems like they are forgetting how to run fast food, Not attending to the Intercom, Not attending to the window, Just throwing food together, And then after everything, not apologizing for the inconvenience. Save your time! And money!

kawaii pie547

Oh! Man!. I don't understand why I keep giving this place a chance when I'm disappointed everytime. I got a mid salad, "med" drink, and a stupid medieval baguette! All for almost $18 is absolutely expensive. If that was the case I should've ate at chipotle or anywhere else. Panera focus on y'alls soups and nothing else. Improve your menu because the only thing I found was good or decent is the chili. I agree with another reviewer instead of an extra baguette especially if your getting a bread bowl. Have sour cream, cheese, and etc. That's why the parking lot is always empty.

Marcy Watson

I never leave reviews but we waiting 30 minutes for cold food and the plates were dirty.

Allison E.

I tried going again. Sandwich wasn’t burnt this time but green goddess salad didn’t have all the toppings or the chicken. Only one in the drive-thru and it still took 9 minutes. The included fork had other food on it that I didn’t even have.

Taylor Mckee

PLEASE DONT COME HERE!! They literally don’t know what they’re doing and honestly I don’t know how they are still open and operating. I ordered a salad and soup and the soup is cold I also got a smoothie that isn’t even filled all the way!! The employees have no clue what they’re doing and it’s ridiculous. NEVER EVER AGAIN!!! Please don’t waste your time or money here!!

Max

Worst Panera ever. I don’t even know where to start. Service was bad, lettuce on all of our sandwiches was very obviously bad, and order was wrong. Do yourself a favor and just go to one of the other options nearby. Edited: 1/29/24 We decided to give this location another chance, but unfortunately, it was even worse than before. When we walked into the dining area, someone actually asked us if the door was locked, even though we had just walked through the front door. To our surprise, we were told to pick up our order in the drive-through. So, we ended up sitting in the drive-through for 20+ minutes behind just one car. Keep in mind this was an online order. If given the option, I would rate this experience with no stars.

Jason White

Is there a zero star?!? This is so unacceptable. Do not order a teriyaki bowl from them. I promise you will be upset. I paid $16 for the smallest amount of food. It’s called a chicken and broccoli teriyaki bowl. I have 2 pieces of small broccoli and 3 pieces of chicken. Then some rice. The management team was absolutely no help and didn’t understand the issue. The order arrived 15 mins early. That’s not entirely their fault, door dash delivered. But they had to have made the food way early for that to happen. So unacceptable, I like their food but I am 100% done. Horrible customer service and treatment of a paying customer. (Spoon in food for reference.) no food there

Madd Matt (Turq)

Gave us a number to place on our table but didn’t bring food to us. Why bother giving us a table standing number? coffee was cold, no cream. (that's one of the main reasons I came here) Mac n cheese was cold and watery. The pepperoni mozzarella melt was pathetic. Like 8 pieces of pepperoni. Barely any marinara. My wife's chili was microwaved and splattered all over. Looked like someone had diarrhea in a bowl. I’ve NEVER had an experience like this at Panera. 45 dollars for microwaved chili, cold Mac and cheese and coffee. Get new managers or charge less. you’re better than this. PLUS I left a tip on checkout because that's when they ask. Should've gotten that money back but I'll just spread the love ALL OVER the internet.

Jane E

Generally all is well when I eat here. Food is decent though a little pricy. My last visit was awful. I took advantage of offer of .99 cent pastry. When I got my receipt, I saw that the manager/cashier charged me for it. I said something but she told me that the offer only pertains to cookies. Please notice that pretty much every baked good is represented including the one I ordered. I argued with her for a bit and she refunded it. Here's the thing, as manager she has the ability to comp on occasion but instead of caring about customer retention and just plain old doing the right thing, which was to honor the offer, she decided to argue and be rude. I emailed corporate and received a canned answer then...nothing. I haven't been back since and I don't know when I will. There are tons of other places to eat in that area so I don't feel like I'll miss anything.