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!
Atmosphere: 3
Food: 3
Service: 1
Andrew Petrilli
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
Atmosphere: 3
Food: 4
Service: 2
Ben
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
Atmosphere: 3
Food: 4
Service: 1
Ella Sladek
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.
Atmosphere: 1
Food: 2
Service: 1
Wright Jeorgia
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.
Service: 1
Paulo Roberto Molinari
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
Atmosphere: 1
Food: 1
Service: 1
Caroline Wallace
Guys they are very forgetful. I’ve ordered at this location a couple times so far, and I've noticed that they tend to forget to put food items in your bag. Especially mobile orders through the app. I’d recommend the other location in Lubbock instead. I’ve never had an issue there.
Atmosphere: 2
Food: 1
Service: 1
Wyatt Seim
This is a bad location the employees are clueless and the service is slow, and most of the time they are out of coffee. Everytime ive gone there theyve just stared at me like why are you here and didn’t ask if i had an order or anything. Was used to the great service all the Phoenix area locations provided, came to Lubbock and was disappointed.
Jennifer Collins
The food was not great. The broccoli soup was real watery, the sandwich was okay, and the cookie was salty. There was no one at the front to greet us and take our order. I wouldn't return to this Panera.
Atmosphere: 4
Food: 3
Service: 3
Marjan Chizari
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!!!
The worst experience every time , I never make reviews this place is
Food: 1
Service: 1
Defyed
Incredibly overpriced for what you get. Answer me this, why have a drive thru if it’s never open? Great question this restaurant has no idea why.
Atmosphere: 1
Food: 1
Service: 1
Harel Frish
I guess Lubbock and Panera doesnt go together, non of things we ordered is exactly what we got, no plates,. simce no people to wash them i guess, pathetic service, took us 15 min to get
Atmosphere: 1
Food: 1
Service: 1
Sarahi Gabaldon
Came through the drive through and guy at the window was like I’ll be right with you, and we waited and he came back on and was like oh you can come in and place an order.Like what’s the point of having a drive through if you don’t allow customers to order? Not everybody has the convenience to get off.Could’ve simply said drive through was closed.Mind you there was hardly cars outside. So what was the excuse.
Atmosphere: 1
Food: 1
Service: 1
Bobby Safley
Service was almost nonexistent. Food was fair at best. Numerous dirty tables. Overall experience was terrible. If I could give them a zero, that would be justified.
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!
Atmosphere: 3
Food: 3
Service: 1
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
Atmosphere: 3
Food: 4
Service: 2
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
Atmosphere: 3
Food: 4
Service: 1
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.
Atmosphere: 1
Food: 2
Service: 1
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.
Service: 1
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
Atmosphere: 1
Food: 1
Service: 1
Guys they are very forgetful. I’ve ordered at this location a couple times so far, and I've noticed that they tend to forget to put food items in your bag. Especially mobile orders through the app. I’d recommend the other location in Lubbock instead. I’ve never had an issue there.
Atmosphere: 2
Food: 1
Service: 1
This is a bad location the employees are clueless and the service is slow, and most of the time they are out of coffee. Everytime ive gone there theyve just stared at me like why are you here and didn’t ask if i had an order or anything. Was used to the great service all the Phoenix area locations provided, came to Lubbock and was disappointed.
The food was not great. The broccoli soup was real watery, the sandwich was okay, and the cookie was salty. There was no one at the front to greet us and take our order. I wouldn't return to this Panera.
Atmosphere: 4
Food: 3
Service: 3
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!!!
Food: 1
Service: 1
Restaurantji Recommends
The worst experience every time , I never make reviews this place is
Food: 1
Service: 1
Incredibly overpriced for what you get. Answer me this, why have a drive thru if it’s never open? Great question this restaurant has no idea why.
Atmosphere: 1
Food: 1
Service: 1
I guess Lubbock and Panera doesnt go together, non of things we ordered is exactly what we got, no plates,. simce no people to wash them i guess, pathetic service, took us 15 min to get
Atmosphere: 1
Food: 1
Service: 1
Came through the drive through and guy at the window was like I’ll be right with you, and we waited and he came back on and was like oh you can come in and place an order.Like what’s the point of having a drive through if you don’t allow customers to order? Not everybody has the convenience to get off.Could’ve simply said drive through was closed.Mind you there was hardly cars outside. So what was the excuse.
Atmosphere: 1
Food: 1
Service: 1
Service was almost nonexistent. Food was fair at best. Numerous dirty tables. Overall experience was terrible. If I could give them a zero, that would be justified.
Atmosphere: 1
Food: 2
Service: 1