I've been at Panera customer for 15 years and even worked at the Waltham location. I love my cinnamon crunch bagel but it takes an average of 22 minutes to get it split and toasted because my order goes to the back of the line. My coffee was cold again and they were out of cream, again. I've opened up three Panera stores in our region as a former employee. This is a sad experience.