ComplaintsforPanera Bread Co

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday, October 26 at 4:11pm, I went to the Panera Bread location at The Shoppes at *****************. I ordered a Chicken Avocado BLT to go, paying $14.76 for this single sandwich. I opened it in my car as I was leaving the shopping center--had I opened it sooner, I'd have immediately returned to Panera to demand a refund for being served such a disgusting mess. The paper wrapped around the sandwich was sopping wet. The chicken was SOAKED, like it was defrosting in real time. Panera claims nothing is frozen, yet the chicken was as described and the spears of avocado were half-frozen. If they don't have a freezer, they have a refrigeration issue. I contacted Panera customer care online and received a perfunctory response without follow up. All I want is a refund. The sandwich was gross. I don't want a gift card, as I'm never going to eat at a Panera again after being served this garbage. I want a full refund of the $14.76, nothing more. The money isn't as important as an acknowledgment that Panera utterly failed here.

  Business response

  11/12/2024

  Good morning,

  Guest Care has received this message. We will contact the guest directly to address their concerns. 

  Thank you,

  Guest Care Leadership

  Customer response

  11/12/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and although I am disappointed with the resolution--an offer of an eGift card and generic apology--I don't want to spend any further time on this. Panera's customer care team only responded after I filed this complaint and suggested speaking with the store manager, which I'd already done and been blown off completely. I'm going to donate the gift card to a nonprofit and never go to a Panera ever again...and I hope that ********************* takes a close look at this location, because something is clearly off with their refrigeration and food prep stations. 
   
  Sincerely,
  
  ***** ********

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear *** or Madame,Since 2006, I have been eating at Panera - often multiple times a week. For a very long time I stopped visits. However, seeing that the app and rewards totems was available, it was natural to signup. It appears that having done so, and not paying a visit earlier on, caused introductory offers to be eliminated from the account.Would you be so kind as to forward my request to one of your team members so that they can look into resetting the promotions?Thank you so much for your assistance in this matter.Sincerely,**** ********

  Business response

  10/30/2024

  Hello, 

   

  We will reach to the guest and assist. 

   

  Thank you!

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********************************************************** Sunday, October 27th, 2024 V.I.P. Corporate Executive PANERA BREAD ******************************************************************************************************************* ************** Regarding: Very Serious Complaint! Dear Panera Bread Executive: Good morning or good afternoon to You!How is your day today in sunny St. Louis, ******** and/or wherever else You are in the World?My day could be going much better, except due to the Fact that back on Sunday, October 27th, 2024, @ approximately 11:32 a.m, I went to your Panera Bread Location For The Very First (1st) Time Ever at: ******************************************************* (818) *********** ************************************************************ and did Not Have A Totally Good Panera Bread Experience due to the following reasons:I ordered your Very Expensive Combo for a Total Of $19.46 Which Is Beyond Expensive And Overpriced To Say The Very Least!All That I Got Was As Follows:A Very Small Orange Juice 1/2 A Sandwich Of Your Kickin Grilled Cheese Sandwich Small Cup Of Broccoli Cheddar Soup And Small Piece Of Your French Baguette Side Bread For The Price That I Had Paid Which Once Again Was $19.46 Is Definitely Beyond Expensive And Definitely Not Worth It For The Small Portions Of What I Had Received!I am very angry and upset over the situation and I am putting my Letter Of Very Serious Complaint in writing to let You know that I am Not Happy At All!If You would like the proof of my purchase, then let ME know and I can take a picture of my Current Credit Card Statement and forward it to You for your reference and further review. Thank you.On My Receipt I Have As Follows For Your Reference And Further Review. Thank You.Order Number: **************** If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please contact ME at: Voice/Messages/Text: **************

  Business response

  10/30/2024

  Thanks for sharing this with us and we can see that ****** has reached out to us about this a few times already, such as on case ********. The agent did document and share up his feedback on his order's portioning. We have shared that with the appropriate parties within Panera and since he took the $25 in rewards the agent provided, we few this matter as resolved.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Your location at *********************************************** continuously serves rotten / low quality food. I went there today and received a salad that was tiny and had rotten avocado. I specifically asked for an extra scoop of tuna salad and paid for it but they denied serving that. When asked to fix my order I was refused. The person who claimed to be a manager claimed that" it is just a matter of my preference" and he will not do anything about it as "this is how they always serve it" . Quotes are his exact words. I need proper compensation for this humiliating and health damaging experience and proper disciplinary action towards the employees responsible for this. manager. See pictures showing food received.

  Business response

  10/18/2024

  Good morning, 

   

  We also received your email in case 05212316. We will respond through chain in an attempt to resolve. 

   

  Thank you

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please excuse typos as I am disabled and have tremors. Since your box cant handle the amount of characters in the complaint, it is also attached to this form in detail. The resolution I seek is for appropriate action to be taken at the store, location and to receive a refund for missing items.

  Business response

  10/16/2024

  Thanks for reaching out to us about your recent case 05180974 with us and we're sorry to hear you feel that way. Upon reviewing the case, your MyPanera account and your follow up orders. We've shared your feedback with the operations team that oversees the Shakopee location so we can work with them on training. After some digging I found your order 6051715799213658 from 10/12, for the inconvenience and since you prefer a refund on this over rewards. I've submitted a refund on that order in full on this occasion. 

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID 22427406 and am satisfied with this resolution. 
   
  Sincerely,
  
  Danielle Ryan

  Customer response

  10/30/2024

  I just tried the Panera location in ********, ********* again following my most recent complaint to see if improvements have been put into place. I can confirm no improvements from the management has been put into place because I received an order with you guessed ita missing item again. Attached to this complaint, you will see the email that I sent to the actual location manager, but I am also asking that the Better Business Bureau send this to corporate as well because obviously this manager is not doing his job. You will find that communication attached to this complaint along with proof. I ordered a bread bowl soup I got soup in a cup with no spoon despite me asking for a spoon so guess what? I had to throw the soup away. Then I called the location to ask for a refund which they did, but this is no longer about the money. This is about the inability at this location to own up to the responsibility of delivering flawless service and products because they continue to make excuses! The manager on duty this afternoon tried to tell me it was a busy time. I didnt realize that four in the afternoon was a busy time for them. Then the other excuse, we have a lot of new people. I didnt realize theyve had new people all year round she didnt realize that I have been a reoccurring customer so she tried to **** that excuse off on me thinking I was born last night and I think that in itself will tell you about management a lot of new people they dont want to stay under this manager. You are not gonna charge us high prices, Panera, and not expect us to check your work. I literally asked her why do you continue to check the items off the receipt as if they are in the bag when in reality they are not in the bag? She rambled and rambled and could not say why. I will continue going to this location because I want to see how long is gonna take to get an order correct.

  Business response

  10/30/2024

  Thanks for sharing your most recent feedback with us. We've shared  it with the cafe's Overseeing operations team so we can turn the feedback into actionable, positive change

• Initial Complaint

  10/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I accidentally signed up for a trial of the Panera ******** on October 11, 2023 and have been charged every since without my knowledge through my business checking account. Upon this discovery today when I went to order my daughter food via my computer, I noticed that my email address came up automatically as a sign in option. I clicked it and tried to sign on. I couldn't, so I reset my password. When I signed into my account, it showed that I was a member of the *** club and my payment details showed my credit card ending in 6961. I looked at my credit card statement to find no charges that matched this. After this, I called Panera to discuss what was going on with my account. I did not recall using this account. First, I was told that there was no activity on my account since 2023. Then, I was told that the last charge on the account was Feb 12. After asking further, I was told that the account was used on May 17. I could not receive further details about this order as I do not recall them nor did I give authorization for them. When I asked what card was charged the representative stated she couldn't tell me, but could verify if I gave the information. I asked about the last four digits above and she stated it wasn't that, it was via ***** pay. I do not use ***** pay. When I looked into this further, I discovered that somehow these charges are being made to my business debit card, not ***** pay. My apple pay account was linked to something totally different. I have spent over $145.97 on a service that I was unaware even existed. I asked for a refund of this amount and was told that I would get $30 back to my account. I said no because I had not even known this existed. I am upset that I have clearly not used this account, did not know how to access it, and it is being fraudulently charged in a manner that I have never used. I would like a full refund please. If there were purchases made, I will gladly pay the menu price for those items.

  Business response

  10/14/2024

  I have reviewed your request for a refund of a recent renewal charge for your ****************** Subscription. Unfortunately due to the findings of that review and that ***** pay as to be manually signed into a linked Apple device, we are unable to process your request for a renewal charge refund per our terms and conditions agreed to during enrollment. If you believe these charges are fraudulent then you'll need to reach out to your bank for further assistance on this. 
  

  Customer response

  10/17/2024

  Complaint: 22415530
  
  I have reviewed the business' response and am rejecting it because: this subscription was not knowingly signed up for and was not known to me.  Please provide the transactions conducted with this subscription service so that I may further investigate.  If there are no transactions, clearly indicating that this service was not willingly and knowingly signed up for, please refund the amounts charged.  I will be seeking further action through my bank and/or attorney.  I appreciate your time.  
  
  
  
  Sincerely,
  
  ******* ****

  Business response

  10/17/2024

  Thanks for reaching back out to us about this. Due to the agreed to Terms and conditions for our Coffee Subscription that are manually accepted upon enrollment we are not able to process a refund for these past renewals. If you feel these charges are fraudulent you will need to dispute with your bank, since your Apple ID was and password was required to submit your ***** pay as the method of payment for this subscription. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a loyal customer until recently because of the inconsistency. I normally order between $11-17 twice a week including recently a $15 dollar tip. I pay for extra meat and egg with zero salt for the Steak and Wake and order a 4 cheese souffle however twice I ordered recently and it was the regular meat with very salty unfresh food. I called the store and even let cooperate understand my frustrations and the store doesn't answer the phone and cooperate never responded.

  Business response

  10/08/2024

  Thanks for sharing this with us. Upon running the guest's information, especially his email. We found case 05110560 tied to his email cpearsall783@gmail.com. It appears one of our agents reached out to him on 9/14 and issued a $15 reward as well, but we never heard back. I'm updating the case and I reissued the $15 reward that was issue so it can still have the 60 day time frame that was initially provided when it was issued so it'll now be good till 12/7 or until used 

  Customer response

  10/29/2024

  I have not received anything from this company and wanted to pick it up from the store.

  Business response

  10/29/2024

  The $15 reward we provided was issued directly to the guest's MyPanera account tied to his email. To view it he'll need to sign into his account and go to rewards and it'll be visible there. If the guest goes to order in person and uses his phone number the cafe team will be able to pull up the reward.

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Panera Bread Customer Service,I am writing to complain about an incident at your ************ location in ** on 10/7. As an ****************** member, I was unfairly asked to leave for allegedly staying too long at a dining seat.On a slow weekday morning, I visited the ************ Panera Bread to work and use my ****************** benefits. I occupied a seat for about two hours, which I believe is reasonable given the low customer traffic. I ordered beverages as per my subscription.A staff member approached me, stating I had overstayed my welcome. This occurred despite available seating and no apparent policy limiting seating duration for paying customers or club members. This treatment was embarrassing and contradicts Panera's welcoming ************* a valued customer, I expect respectful treatment at all Panera locations. This incident has made me reconsider my ************ resolve this, I request:A formal apology for the unfair treatment.Clarification on Panera's seating duration policy, especially for club members.Assurance that Newport Mall staff will be retrained on customer service.

  Business response

  10/09/2024

  Thanks for sharing this with us and we also received the guest's email that he sent to us directly on case ********. While this is unfortunate to hear, *********** locations are able to have either location or area specific rules on dinning room seating arrangements, time in cafe and bathroom access at the cafe level or area level discretion. Since this location is a franchise, I've reached out to them to confirm what their area and location policy is for seating time in the ******* location.  A *** from that team should reach back out to the guest soon. 

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Case reference ******** I am writing to express my deep disappointment regarding a recent experience with my order. Last week, I ordered a vegetarian Caprese sandwich, but to my dismay, I discovered pieces of what appeared to be cheesesteak meat inside my sandwich. The meat was of unknown origin and had a greyish color. Unfortunately, I did not notice this contamination until I was nearly finished with my meal, at which point I opened the sandwich to inspect it, and a piece of meat fell ****** a vegetarian for over 10 years, this incident was particularly distressing. My dietary choices are very important to me, and this mistake not only ruined my meal but also violated my commitment to a vegetarian lifestyle. I reached out to your team and was only offered $25 in coupons via email, which I find highly inadequate considering the circumstances.Furthermore, I responded to the email to address my concerns and request a more appropriate resolution, but I have yet to receive any response from the customer service agent. This lack of communication has added to my disappointment, as it seems my concerns are not being taken seriously.I am requesting a more substantial reimbursement that reflects the impact this incident has had on my experience with Panera. I look forward to hearing from you soon with a resolution that appropriately addresses this matter.Thank you for your attention to this issue.

  Business response

  09/23/2024

  Good morning, 

  With a promo being used on this order the total came out to $16.20. I believe the agents was attempted to not only replace the promo that was used on the order, but cover the cost of both of the sandwiches on the order which the 2 $10 rewards did. The agent that was being corresponded with was out of office. However he did add an additional $10 rewards to your account which we do see was used the same day it was added. I added an additional $10 reward to the account as well. If this is still unsatisfactory, please feel free to respond to the email sent yesterday morning. 

   

  Thank you!

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to cancel my *** club subscription, instead of cancelling they offered me a deal for $3 a month. Which I accepted, in addition to the $3 a month chrage they charged my credit card $16.34 which was not authorized or agreed upon by the terms of the contract. They literally stole $16.34 from me and refuse to refund it. When I called they said we'll just cancel your service and we do not give refunds.

  Business response

  09/23/2024

  Thanks for reaching out to us about this. I have reviewed your request for a refund of a recent renewal charge for your ****************** Subscription. Unfortunately due to the findings of that review and that your request was made well after the renewal has taken place on 8/26 and that it saw considerable use, we are unable to process your request for a renewal charge refund per our terms and conditions agreed to during enrollment. We are able to confirm you are no longer subscribed for future renewals. Since we are not going to be able to refund this charge, our agent who spoke with you on case ******** has provided you with a $20 ********** reward that will be good to use for *************************************** full since it does not give change. 

  Customer response

  09/23/2024

  Complaint: 22313052
  
  I have reviewed the business' response and am rejecting it because:

   

  Why don't you tell the truth on what you actually did? 

  When I went to cancel the membership, I was provided with a $3 a month offer which I accepted, then you chose to charge my card the full $16 then then next 3 months were scheduled to be $3 a month.  You clearly charged my credit card for a membership I did not have. 

  You can frame this any way you want but at the end of the day you stole $16 from my credit card without authroization and your customer service *** cancelled my membership and subsequent $3 a month terms.  

  I am ltierally offended by your claim of "After considerable use"  Who do you theives think you are?  
  

  You are going to find yourselves under a class action lawsuit for theft and mis***resentation. 

  
  Sincerely,
  
  ****** *****

  Business response

  09/23/2024

  We're sorry to hear that you are unsatisfied with our response. We've reviewed your account again but we did not see a $3.33 being accepted or applied to your account prior to the the August 26th renewal or at all. Even with that since you reached out to us almost a month after that renewal took place on 9/20 and since the subscription has seen considerable between the renewal and the cancelation on 9/20 we will not be refunding this charge and find this matter resolved.

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