"I can see why they only have 3.9 stars... Panera used to be the best, and worth the price you paid. Not anymore. Over the past year, I visited many times, and every time was a disappointment. Didn't get a spoon with a drive thru order of SOUP; sandwiches are smaller than they used to be; you have to ask for napkins (do they think I'm driving through because I'm going to take my food somewhere where there definitely are napkins oh, but they finally put a sign up saying you have to ask for napkins good for them!; they're consistently out of the new bowls that they want everyone to try (how can I try it if you're always out of it I still haven't tried the chicken teriyaki bowl, and have tried FOUR times; the lettuce in the salads is usually partially brown, and there's not much to a salad anymore; a full salad is $12 and a half salad is $8 (the math escapes me); when I went in to pick up my last big order, I had to interrupt Panera employees to pay attention to me, the customer (they're too busy gossiping) so I could pick up my large order; and the icing on the cake: I have never used my rewards card (had it since 18), have never been asked if I have a rewards card, and tried to add points just recently, but couldn't do it online. So I went to the Heath store, and they couldn't add my points to my account either because I didn't have an actual receipt. THEY GAVE ME AN 8 1/2 X 11 PRINTOUT, NOT A REGULAR CASH REGISTER RECEIPT, WHEN I PICKED UP THE LAST ORDER, WHICH TOTALED $92.45. So, I went to the corporate website, which does everything in its power to make you resolve your own issue, but my issue wasn't one of the hundreds of FAQs. It's not easy to find a phone number on that site so you can speak with an actual human being. That aside, I finally found the email address to corporate, so I sent an email and got a confirmation number for my issue. That was a month ago. No response. I called today one month later and was told I couldn't add the points to my account because I hadn't been using my account, it had expired. BUT, if I go to a store and make TWO purchases, my account would be active again. OR, I could go to the store, make a purchase and swipe my rewards card, and it would automatically be active again. Still, the customer (no) service rep couldn't add the $92.45 to my rewards account. Buh-bye, Panera. Pandemic or no, you've failed way too many times in my book."
