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I had a very unpleasant moment today at one of your Panera franchises, 951 W. Bethany Dr. Allen, TX 75013

I met one of my friends for about 30min at the Panera. Before I went to there, I made my promises to my daughters that I was going to bring food after the meeting. After the meeting, I made three orders as you can see from the attached screen shot and waited for a long time. I ordered through KIOSK service as usual. Yes, I know how to use the KIOSK service because that is how I usually make orders.

I wondered why it took so long, so I asked the manager and he said there was no order from me. He asked me to come into the kitchen with him so that we can confirm with their computer. I didnโ€™t go there because it really didnโ€™t matter to me whether the order was on their computer system. He trusts his computer that much? Yeah, I saw โ€œDONEโ€ when I made the order on one of his trustworthy computer system. He trusted computer more than his customer.

At that moment, I didnโ€™t bring my phone so I couldnโ€™t show him my order on my phone. In other words, I didnโ€™t have any proof of my order.

So I asked him what was the FASTEST food that I can bring out right away because my daughters were waiting for the food at home. They had a schedule soon so I had to bring the food as soon as possible. Yes, I was in a hurry because I wasted my time to wait the order that I made through the KIOSK service. And I was going to pay for the new order. I was not asking anything for free.

The manager said that if I order a food, they will bring out fast. My mind went, โ€œI know I cook, and every food takes different time.โ€ I asked him again what is the food that I can bring right away since I was in a hurry. But same answer. If I order again they will bring out the food fast.

I asked my friend what time it was, and realized that it was about the time that my daughters had to go out. So I went back home, but they were already out with hungry stomach. I looked at the phone that I left home and I found the order confirmation email. I went to Panera to pick up the food because I CONFIRMED that I already paid for it. This time was with my phone.

I showed my phone to the manager, and he went they can not give me my order because it is pending now and can not confirm the payment. Oddly enough, my orders from Friday were also pending, but I had the food on Friday. As a common sense, if you use credit card, it comes out as pending during the weekend.

My problem is here. From the first place, the manager was very aggressive and combatant. He was not trying to see what the problems were, but he was just trying to avoid the situation and ignore it. He just didnโ€™t see one of his customerโ€™s need. As I stated before, I had to bring the food for my daughters before they go out. Bring the food home was what I needed.

Do you know what he said at the end of conversation? โ€œWould you be happy if I give you free bread or free drink?โ€ He also said, โ€œIf I give you refund, will you be happy then ?โ€ He said he couldnโ€™t confirm the payment, and now he is talking about refund? BTW, he had sweaty face and raised voice tone which showed how angry he was. Refund? No thanks. I am NOT a beggar.

He canโ€™t treat me like that. Instead, he could have just said, โ€œSorry it is the computer error. I will see what is the fastest food we can get you.โ€ I was not pointing out the problem their computer system had. I do NOT care. I didnโ€™t even say it was his fault and I didnโ€™t think it was his fault. But he made this into my fault. This is a huge problem. He transferred their computer fault to me and treated me like a beggar.

Look at my purchase history. I really loved the food and the store. I donโ€™t think I can go there again. I do not want to go back and deal with the manager even if the pending comes out to be confirmed after this weekend. My emotional loss is much bigger than money. This is very insulting and I feel very humiliated.

Reason of review: Order processing issue.

Location: Allen, Texas

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That post is far too long to read in its entirety.

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