I placed a mobile order for a hot coffee, and my bf went inside to pick it up. My boyfriend waited inside for 18 minutes for a coffee. The employees were standing around doing nothing while listening to loud and obscenely vulgar rap music. Not one person went to my bf asking if he needed assistance with anything. After the 18 minutes, when a coffee was finally procured, they had given him an iced one. They put old, hot coffee in a cup of ice. At this point, he was too angry to say anything because he didnt want to make a scene. I emailed Panera about my experience on the 18th, and within the app I went through the process of telling them my order was incorrect. The next day, inside at the e-kiosk we ordered one coffee, a smoothie, and a cinnamon roll. After about 20 minutes, none of our items were ready - so I went to the front and asked an employee about my coffee. He gave me an empty cup, and I got my coffee myself. I sat back down, and 10 minutes later my order was called. They told us they do not have the ingredients for his smoothie, so he got a different one. They told us that to get our items we would need to go to the front and get them. I said "Thank you, but a sign near the kiosks informing us we need to get those items ourselves would be very helpful because we were completely unaware of this process." They said "Sorry. We are understaffed." There were nearly 10 employees and there was an employee sitting in a chair at the front doing nothing while on his phone. Being understaffed has nothing to do with a sign being near a kiosk. I believe it is completely ridiculous to have incompetent employees running an establishment of this caliber. The cafe was incredibly dirty. Empty cups and dishes were left all around on the tables, one table had a spilled drink that was there before us and was not cleaned during our 40 minute stay, and trash was everywhere. This establishment is not terrible due to lack of employees, it is terrible due to the quality of them.