"Extremely unpleasant experience marred by the rude attitude and behavior of the General Manager, Kelsey Cappello.On the morning of 11/4 around 9:30, I entered the Panera Bread location with the expectation of receiving the warm and friendly service that Panera is known for. Unfortunately, my encounter with Kelsey Cappello was far from the positive experience I had hoped for. From the moment I approached the counter, her demeanor was unprofessional, unwelcoming, and disrespectful.I ordered two bagels with cream cheese and was waiting by the pick up counter. One of the employees asked me what I am waiting for and asked me to wait over the mobile pickup where Kelsey is standing by. I went there and showed her the receipt confirming with her that this is the right place to wait for my order. She pointed me back to where I was and command me to wait there, “no, go wait there.” . I told her someone else just asked me to wait here. She pointed to that direction again “wait over there” she said, without any explanations. Moments later, I was handed with a bag with two tubes of cream cheese with no bagel at all. When I came back and ask, I was told that this is what I was ringed for. I was like if the register misheard my order, why bother asking if I want plain bagel and if I want it to be toasted?In the end, I got my bagels. There is no apologies whatsoever from the start to the end by Kelsey. She spoke to me in a condescending tone, and it was clear that she had no interest in providing the level of service that I, as a customer, deserved.I believe that such behavior from a General Manager sets a poor example for the entire team and reflects poorly on your company as a whole. It is disheartening to witness a key representative of Panera Bread treating customers in such a discourteous manner.I strongly urge you to address this matter promptly by conducting a review of Kelsey Cappello's conduct and providing necessary training or corrective action.Feel free to contact me for more information about the situation."
