TJ
Thomas James
Oct 6, 2025
I apologize to the manager and the woman working at the counter yesterday (10/6/25) at 10:30 AM. I was loudly rude to you both, and I am sorry. I will try to be kinder.
This was my first visit to this location, and my third time using the Panera app.
The app said that I had earned a reward of a free sweet treat and asked if I would like to use it. I said yes, and the app never said anything else about it.
When I went inside my order of a bagel, cream cheese, and coffee was not ready yet. I asked at the counter and was told where to pick it up when it was ready. When I asked about the reward, I was told the system showed I had not earned a reward.
I then waited for my coffee and bagel. It did not come for a few minutes, and I had not been offered a cup for the coffee.
It turned out that the app had not logged my order for coffee. Neither the rewards mix up, nor the coffee not being in the order was the fault of the folks at this Panera.
When they brought up my order and told me I had not ordered coffee, I shouted rudely at the workers. If I could do it again, I would be nicer.
I took my bagel and cream cheese (without coffee), and left.
When I opened the bag to eat my bagel, I found it was not toasted or even sliced. It was refrigerator cold.
I travelled here from an earlier century when folks just walked in and ordered a coffee and bagel without using an app. This approach has not worked well for me at my local Panera, as they only have one customer facing worker, and a long queue.
I like the coffee and the food at Panera, so I installed the app. The app has not worked out well for me either.
I am sorry I lost my cool and took it out on you all.