This was undoubtedly the most disappointing customer service experience I have ever encountered. When we ordered drinks for husband and i and our two children, they were given water cups, which they were filled with a beverage instead of water. Shortly after, the shift manager( female) noticed this and rushed over to our table, which was situated near the fireplace, loudly accusing us of not paying for the drinks because we had 2 water cups. I explained that we had indeed paid for our order, and that the cups were provided by the restaurant. The manager insisted that the cups were complimentary and that we were stealing. As I attempted to show her the receipt, I realized that the cashier had inadvertently not charged me for the children's drinks amidst my larger order of sandwiches, soups, and coffee. I felt sympathy for the cashier, as I didn’t want her to face repercussions for a simple mistake or for trying to be nice to my kids. I expressed to the manager that her aggressive approach was not only inappropriate but also embarrassing, as she was shouting accusations across the restaurant other employees were calming here down but she was just getting more louder. Her response was to label me a thief and state that she wouldn’t engage with someone who steals. I offered to pay the $6 I owed, but she dismissed me, threatening to call the police instead. I reminded her of my history of generosity in that very location, where I had fed homeless individuals many times while the staff had asked them to leave. I have consistently ordered more food for both personal and business purposes. After this encounter, I reached out to the management and even sent a video of our interaction, yet I have received no acknowledgment or apology. This experience has left me with a firm decision never to return to any Panera Bread location, as I believe this behavior reflects a deeper issue within the company's management. I hope the CEO takes note of the widespread complaints regarding poor service, subpar food quality, incorrect orders, and inflated prices also poor management services.
Usman Awan
They are not the same as the menu size. The steak sandwiches are too small, and they still missed the sea-salt croutons. They still don’t care about the customer. I ordered the Bistro French Onion Soup, and it tasted awful
Atmosphere: 1
Food: 1
Service: 1
Francheska
I purchased a sandwich and it had no avocado store did not do anything about it
Atmosphere: 1
Food: 1
Service: 1
Joe Gonzalez
Awesome place to just relax with a good meal, good friends and an excellent atmosphere. Highly recommend it to anyone.
Atmosphere: 5
Food: 5
Service: 5
Rohit Khanna
have been visiting this place for 10 years. Always enjoy a great time with family. Great food, super awesome service (staff is always smiling and ready to help) and environment is welcoming to all including kids
Atmosphere: 5
Food: 5
Service: 5
Nadine May
It was very good overall no complaints 👌
Atmosphere: 5
Food: 5
Service: 5
Kieko Vasquez
This one and the Hartford locations are hands down the best Panera’s I have ever been food is amazing and the wait time is decent and the sitting area and bathrooms are always clean and trust me most Panera's that’s not always the case. Love this location and will keep coming .
Atmosphere: 5
Food: 5
Service: 5
Ryan
- The bread was extremely stale and basically inedible - The portions have gotten noticeably smaller since a couple years ago, probably not worth going to Panera anymore to be honest - The cookies were also stale, the baker needs to be fired
Atmosphere: 2
Food: 1
Service: 2
Chris
Ordered a to go order soup for 4 there was no soup in the bowl just broth, it was supposed to come with 4 baguettes they were so small it looks like the picked it off plates of people that had already eaten gross. Also ordered 3 chicken sandwiches had almost no chicken at all again looks like someone already ate half the Meal I will never go to the Berlin turnpike location again gross. I’ll attach pictures. Absolutely trash
Atmosphere: 1
Food: 1
Service: 1
K Apl3ft
We stopped in for lunch as I wanted to try the new Asiago Bagel Chicken sandwich with green godess dressing.
You had the option of going to the kiosk or to the main register. As I still believe in customer service , I went to the person at the register. She was pleasant, but you could tell she was just going through the motions. Did she offer suggestions? No. Did she suggest add ons? No. Did she promote the brand as this was our first time here. Not a chance. She seemed more annoyed that we didn't know what we wanted or how to order it. Well, somehow, we got it all done, and my spouse was dealing with sticker shock. We're things really this expensive? Yup. No one told us how things worked, so we improvised. Found a table, got our drinks, then realized we had to go get our order. Staff was trying to look busy for the most part. When I went to go get our order, I was asked by staff if we had gotten our drinks. I informed them that we had. The look of annoyance was definitely clear.
The outward appearance of the dining area was clean. I give them kudo points for that. The kitchen staff really wasn't too busy but the food was presented nicely.
Now, that Asiago bagel was NOT A BAGEL. it was an Asiago hamburger bun. Call it what it is. Bagels are dense and chewy. I was disappointed when I bit into my sandwich. I purchase those bagels at the grocery store all the time. A bagel it was not. The sandwich was okay. It wasn't awful, but it was bland. I couldn't taste the green godess dressing as there was just a drizzle on the sandwich. My expectations were dashed. 😥 My spouse got the full sandwich of the chicken blta. He said it was okay. We spent $30 for okay sandwiches, 2 bags of chips, two drinks, and one pickle spear. It really wasn't worth it. My spouse needed to use the restroom before leaving and reported that the men's bathroom had a urinal out of order, and trash was all over the place. Ew! I opted not to use the ladies' room for fear of the same. Will I be visiting this facility again? Maybe. You really all know what that truly means. It's overpriced, not what they say it is, but more of an illusion.
Got served right away. Only went in for a drink, got served right away. The two people I talked to and served me were very friendly!
Atmosphere: 5
Food: 5
Service: 5
Nick Wight
They charge for any cream cheese when you order a bagel now. Who gets a bagel without cream cheese? Uncharges everywhere now a days. No wonder the place was empty.
Atmosphere: 1
Food: 1
Service: 1
Marion Clarke
Went to the drive thru. Our order was correct, and everything was hot and fresh.
Atmosphere: 4
Food: 5
Service: 4
Recommended dishes: Broccoli Cheddar Soup
julie kelley
I have eaten many times in the past at Panera‘s in Newington Connecticut. Last time I Went the prep area was filthy. This time we went around 1115 prior to lunch crowd they had no cheese no tomatoes, no mustard no wheat bread No mayonnaise. I would’ve turned around and walked off, but my husband picked up and he brought home a sandwich with just ham and lettuce on it! Worst experience ever! We’ll never go back.
Heather S
Menus changed. Food was gross. Won’t eat Panera ever again
This was undoubtedly the most disappointing customer service experience I have ever encountered. When we ordered drinks for husband and i and our two children, they were given water cups, which they were filled with a beverage instead of water. Shortly after, the shift manager( female) noticed this and rushed over to our table, which was situated near the fireplace, loudly accusing us of not paying for the drinks because we had 2 water cups. I explained that we had indeed paid for our order, and that the cups were provided by the restaurant. The manager insisted that the cups were complimentary and that we were stealing. As I attempted to show her the receipt, I realized that the cashier had inadvertently not charged me for the children's drinks amidst my larger order of sandwiches, soups, and coffee. I felt sympathy for the cashier, as I didn’t want her to face repercussions for a simple mistake or for trying to be nice to my kids. I expressed to the manager that her aggressive approach was not only inappropriate but also embarrassing, as she was shouting accusations across the restaurant other employees were calming here down but she was just getting more louder. Her response was to label me a thief and state that she wouldn’t engage with someone who steals. I offered to pay the $6 I owed, but she dismissed me, threatening to call the police instead. I reminded her of my history of generosity in that very location, where I had fed homeless individuals many times while the staff had asked them to leave. I have consistently ordered more food for both personal and business purposes. After this encounter, I reached out to the management and even sent a video of our interaction, yet I have received no acknowledgment or apology. This experience has left me with a firm decision never to return to any Panera Bread location, as I believe this behavior reflects a deeper issue within the company's management. I hope the CEO takes note of the widespread complaints regarding poor service, subpar food quality, incorrect orders, and inflated prices also poor management services.
They are not the same as the menu size. The steak sandwiches are too small, and they still missed the sea-salt croutons. They still don’t care about the customer. I ordered the Bistro French Onion Soup, and it tasted awful
Atmosphere: 1
Food: 1
Service: 1
I purchased a sandwich and it had no avocado store did not do anything about it
Atmosphere: 1
Food: 1
Service: 1
Awesome place to just relax with a good meal, good friends and an excellent atmosphere. Highly recommend it to anyone.
Atmosphere: 5
Food: 5
Service: 5
have been visiting this place for 10 years. Always enjoy a great time with family. Great food, super awesome service (staff is always smiling and ready to help) and environment is welcoming to all including kids
Atmosphere: 5
Food: 5
Service: 5
It was very good overall no complaints 👌
Atmosphere: 5
Food: 5
Service: 5
This one and the Hartford locations are hands down the best Panera’s I have ever been food is amazing and the wait time is decent and the sitting area and bathrooms are always clean and trust me most Panera's that’s not always the case. Love this location and will keep coming .
Atmosphere: 5
Food: 5
Service: 5
- The bread was extremely stale and basically inedible
- The portions have gotten noticeably smaller since a couple years ago, probably not worth going to Panera anymore to be honest
- The cookies were also stale, the baker needs to be fired
Atmosphere: 2
Food: 1
Service: 2
Ordered a to go order soup for 4 there was no soup in the bowl just broth, it was supposed to come with 4 baguettes they were so small it looks like the picked it off plates of people that had already eaten gross. Also ordered 3 chicken sandwiches had almost no chicken at all again looks like someone already ate half the Meal I will never go to the Berlin turnpike location again gross. I’ll attach pictures. Absolutely trash
Atmosphere: 1
Food: 1
Service: 1
We stopped in for lunch as I wanted to try the new Asiago Bagel Chicken sandwich with green godess dressing.
You had the option of going to the kiosk or to the main register. As I still believe in customer service , I went to the person at the register. She was pleasant, but you could tell she was just going through the motions. Did she offer suggestions? No. Did she suggest add ons? No. Did she promote the brand as this was our first time here. Not a chance.
She seemed more annoyed that we didn't know what we wanted or how to order it.
Well, somehow, we got it all done, and my spouse was dealing with sticker shock. We're things really this expensive? Yup.
No one told us how things worked, so we improvised. Found a table, got our drinks, then realized we had to go get our order. Staff was trying to look busy for the most part. When I went to go get our order, I was asked by staff if we had gotten our drinks. I informed them that we had. The look of annoyance was definitely clear.
The outward appearance of the dining area was clean. I give them kudo points for that. The kitchen staff really wasn't too busy but the food was presented nicely.
Now, that Asiago bagel was NOT A BAGEL. it was an Asiago hamburger bun. Call it what it is. Bagels are dense and chewy. I was disappointed when I bit into my sandwich. I purchase those bagels at the grocery store all the time. A bagel it was not. The sandwich was okay. It wasn't awful, but it was bland. I couldn't taste the green godess dressing as there was just a drizzle on the sandwich. My expectations were dashed. 😥
My spouse got the full sandwich of the chicken blta. He said it was okay.
We spent $30 for okay sandwiches, 2 bags of chips, two drinks, and one pickle spear. It really wasn't worth it.
My spouse needed to use the restroom before leaving and reported that the men's bathroom had a urinal out of order, and trash was all over the place. Ew! I opted not to use the ladies' room for fear of the same.
Will I be visiting this facility again? Maybe. You really all know what that truly means.
It's overpriced, not what they say it is, but more of an illusion.
Atmosphere: 3
Food: 3
Service: 3
Restaurantji Recommends
Got served right away. Only went in for a drink, got served right away. The two people I talked to and served me were very friendly!
Atmosphere: 5
Food: 5
Service: 5
They charge for any cream cheese when you order a bagel now. Who gets a bagel without cream cheese? Uncharges everywhere now a days. No wonder the place was empty.
Atmosphere: 1
Food: 1
Service: 1
Went to the drive thru. Our order was correct, and everything was hot and fresh.
Atmosphere: 4
Food: 5
Service: 4
Recommended dishes: Broccoli Cheddar Soup
I have eaten many times in the past at Panera‘s in Newington Connecticut. Last time I Went the prep area was filthy. This time we went around 1115 prior to lunch crowd they had no cheese no tomatoes, no mustard no wheat bread No mayonnaise. I would’ve turned around and walked off, but my husband picked up and he brought home a sandwich with just ham and lettuce on it! Worst experience ever! We’ll never go back.
Menus changed. Food was gross. Won’t eat Panera ever again
Atmosphere: 1
Food: 1
Service: 1
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