ComplaintsforPanera Bread Co

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered Panera from location ************************************************************************ through ********. I do NOT wish to contact this specific business because of a previous very bad experience with a rude manager. My issue is this: When I received my order from Panera, the pastries and bagel I ordered were all in the same bag, just throw in the bag with nothing else. The pastry "frosting" was all over the other items and bagels in the bag and it was just a bad mess. Nothing was individually wrapped or packaged. In addition to that, the bad was just OPEN with no stickers or anything so the driver just had my open bag of open food. I was not comfortable enough to eat any of the pastries or bagels. I also ordered a half sandwich and soup, which actually did have a sticker on the bag, but the bag wasn't even folded and the sticker was so far to the right edge of the bag it did no good. Why would they not fold and put a sticker on the bags for delivery orders? Especially LOOSE food with no protective packaging whatsoever. Nobody would want to eat food delivered like that. Just a horrible practice.

  Business response

  09/17/2024

  Thank you for sharing this one with us. We're going to reach out to the guest via email using case ******** that we generated with this. We're going to request some more order details and the order number so we can assist further on this issue. 

  Customer response

  09/20/2024

  Complaint: 22294587
  
  I have reviewed the business' response and am rejecting it because:
  
  The business stated they were going to contact me through email.   The attached screenshot is the response -- it states I was contacted through phone and they want me to do a survey.  This is completely NOT accurate.  They did not call or email me, but sent me that survey about how they did from an employee named ****, who never contacted me.  

  At this point, I don't even care about a response - I will just not be a customer of ******************** anymore.  

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

  Business response

  09/23/2024

  Hi *****, 
  
  Thanks for getting back to us here. I actually emailed you through Case ******** back on 9/17 and only the survey email reached you. I'm going to send you the same email again to the *********************************** email address you provided and list the same thing below. If you could get back to us or reach out to us directly at ************ if you want to talk to someone by phone. That would be much appreciated. 

  Below are the questions we are asking for so we can look into this. 

  - The bakery-cafe location (this will be listed as a charge on your credit or debit card statement as "PANERA" followed by a six-digit number starting with a "6" or a "2"): ****** - *************

  -Order # (if ordered online, you can find this in your order confirmation email):

  - Order total:

  - Name listed on the order:

  - The date of your visit and time of day:

  - The type of credit or debit card used to place the order and last 4 digits of the card:

  - Was the order placed through a MyPanera account?

  - Details about your order:

  Which items were missing or prepared incorrectly?

   

  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After ordering online from Panera the store. Was unable to fulfill the order. Instead of the order being canceled the refund immediately. I was told to call the corporate offices and I would get a refund the process is absolutely horrific. I have waited a month for my refund and know at that call center is able to do anything. It is disgusting that a million dollar companies treats their patrons like this

  Business response

  09/09/2024

  We would like to thank the guest for her feedback and we can understand the frustration. When she originally reached out to us on August 10th we did offer to resolve with either a egift card or rewards since they are faster then a refund but the guest declined and requested a refund. Since we submitted that request and are working with a franchise that has it's own finance department we have to wait the estimated 30 business day time frame, which should conclude on around September 24th. As advised her her call ******** today, we are not able to cancel the refund and change it to alternative appeasement method once started. If the refund is not completed by Sept 24 we can review that request again. 

  Customer response

  09/09/2024

  Complaint: 22259256
  
  I have reviewed the business' response and am rejecting it because: The order was placed on august 9th 2024 there is no way every single person have to wait 45 days for a refund and there is no way to expedite the process. it is 100% not my fault Panera Bread took money from me and can not process the refund in timely manner. At the time the gift card was an option, I did not want to take it because of the issues at the store. 
  

  Now it seems like the one thing you guys can do is take money from us and then just read from a pre written text. 
  

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

  Business response

  09/10/2024

  While we can understand the guest's frustration on this. We have done as the guest has originally requested and submitted a refund for her and advised her of the refund process. Until the **************************** the Franchise who we've reached out to, to notify them of this. We will not be able to change the appeasement method from the requested refund to something else. 

  Customer response

  10/15/2024

  Hello, I was told to you write back if I have not gotten my refund my 10/15/2024 and I still have not received it 

  Business response

  10/15/2024

  We'll need to double check on this since we received a refund completed notice from the Franchise that was handling this back on 9/10 and was advised a $25 egift card was sent to the guest's ********************* email as well. We can see the gift card was accessed but we'll need to check with the franchise on the former. 

  Customer response

  10/15/2024

  Complaint: 22259256
  
  I have reviewed the business' response and am rejecting it because: I never received the refund back to my card now Panera needs to do more that give me a 25$ gift card. I have waited almost three months for my money and the time I have invested in this is ridiculous. 
  
  
  
  Sincerely,
  
  ***** *****

  Business response

  10/17/2024

  We did hear back from the franchise and they advised us that a refund was processed and completed back on 9/10. We asked them to double check and touch base with the guest on this. 

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 bowls of chicken noodle soup. There was no more than 3 bites of noodles, chicken, carrots. ALL BROTH.also bought a grilled cheese sandwich that was nothing more than a gooey glob. How do you mess up a simple grilled cheese???My money is tight and this was supposed to be a treat. We ate 3 bites of soup and couldn't even eat the grilled cheese sandwich. WASTED $30

  Business response

  09/09/2024

  Thanks for sharing this with us. It appears ***** is already working with one of our agents by email on case ******** and this will be resolved there. I've forwarded what the guest provided here to the agent handling the case. 

  Customer response

  09/09/2024

  Complaint: 22255288
  
  I have reviewed the business' response and am rejecting it because: the *** hasn't responded in 2 days. I tried calling and waited on hold over 10 minutes  never did speak to anyone.  I need a proper response to my complaint and a refund.  When am I to expect this *** to "handle my complaint "?
  
  
  
  Sincerely,
  
  *****************************

  Business response

  09/10/2024

  I have reviewed the dialog the guest has with our agent ****** on case ******** and she was originally offered $30 in rewards which were turned down so the agent went with the guest's request and submitted a refund on the order. ***** has also been advised by one of our refund specialists named ******* that the refund has been sent to our franchise partner and that this process can take a estimated 30 business days. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is in regards to my complaint with panera bread ******************* location, panera corporate should have record of this complaint as reference #******** about being given the wrong sandwich. The location offered me a free sandwich but as I told them I don't live in ******************** very rarely come there so id like another option so I can use it at my local panera location. Either a free sandwich coupon or gift card would be fine. Thanks

  Business response

  09/03/2024

  Good morning, 

   

  We will respond to the guest through the email chain in case 05067709 . Communicating through that chain is the quickest way for our team to resolve. 

   

  Thank you. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have been incorrectly charged for my ******** after cancelling it back in summer of 2023. I have attached evidence (credit card statement) that my sip club was cancelled. This shows me being refunded after being incorrectly charged (post cancellation) for July and getting a refund. However, after this, I continued being charged up until now. I am extremely disappointed in Panera Bread charging me, despite me cancelling my subscription. I have been a loyal customer and been buying big lunches for my teams for years, but this really makes me rethink this.I spoke to customer service, and they somehow weren't able to find that I cancelled my subscription in their system and are using this as an excuse to not refund me. The fact is, my own bank shows the refund for the credit card that is on my Panera account, and if this doesn't show up in Panera's system, its not my fault.

  Business response

  08/29/2024

  Thank you for sharing this with us. Unfortunately, we are not able to find a case number or a prior case under Mr. ******** phone ending in 1797 or his email ********************. So unless a different contact set was used we do not have a past record of contact and would like him to reach out to us directly so we can assist properly. If he can provide us with the contact information he used to contact us prior or the case number and or the cancelation confirmation email he would of received if his subscription was canceled we can review his claim and go from there. 

  Customer response

  08/29/2024

  Hi,

  I have discussed this with Panera bread, they state they did not provide a cancellation email and cannot even view the refund in their system. This leads me to believe their ability to view their paper trail is inadequate for searching up the number on my account and my email. My bank, thankfully. Holds these records, and I had that refund statement there.

  Business response

  08/29/2024

  Hello, 

   

  The screen shot appears to be a dispute that was done through their bank rather than being submitting through Panera. With the email and phone number provided we are unable to see any calls or emails received. We send confirmation emails when a guest reaches out and asks for us to cancel. If the guest could provide our team with a cancellation confirmation we can look into this further. 

  Customer response

  09/03/2024

  Complaint: 22208505
  
  I have reviewed the business' response and am rejecting it because:
  
  The screenshot demonstrates that my bank confirmed that Panera bread incorrectly charged me the amount for the subscription in July '23 and refunded me. This can be tied to my account through confirming the credit card on file I had paid with at the time at Panera bread. 

  The fact that Panera Bread is unable to confirm this reversal internally is alarming. How can me as the customer, expect to receive a communication confirming the cancellation, when Panera's own bookkeeping records do not confirm the existence of this transaction. I am glad I have my bank statement, because otherwise it really seems that Panera bread is unable to properly record transaction history.

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint: Subscription Refund Request - Account Access Issues and ***************************** Date of Incident: July 20th, 2024 - August 26th, 2024(The date may not be clear because my email is a Korean email.)MyPanera #************ Amount in Dispute: $32.46 Panera Bread Subscription: $16.23 per month Description of the Problem:On or around July 20th, 2024, I attempted to access my Panera Bread subscription account online to cancel my subscription. Unfortunately, I was unable to log in, despite resetting my password multiple times. In response to these access issues, I reached out to Panera Breads customer service via a guest email account.(I can currently access my account.)Approximately a week later, I received an email response from Panera Bread with a link to another department, which I followed in order to request the cancellation of my subscription. I clearly communicated that there was a problem with my account and that I wanted to cancel my subscription.However, a few days later, I received another email from Panera Bread, this time asking me to select a promotion in order to proceed with the cancellation. At this point, my desire to cancel the subscription and requested a refund for the monthly fee that had already been deducted from my account.Despite these efforts, on August 24th, 2024, I was charged another subscription fee of $16.23. I emailed Panera Bread again, insisting on a refund for both subscription fees (totaling $32.46), but as of August 26th, 2024, I have not received any response.Resolution Requested:I am requesting a refund of $32.46 for the two subscription fees that were deducted from my account, despite my repeated attempts to cancel the subscription and the issues I encountered accessing my account. I would appreciate your assistance in resolving this matter.Thank you for your attention to this issue.Attached: Copies of email correspondence with Panera Bread customer service.

  Business response

  08/27/2024

  I have reviewed the guest's prior case ******** and their ****************** subscription and approved a one time refund of both the July and August renewals. I have also canceled and removed the subscription from the account and sent the guest a email of this as well. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had multiple bad orders at the ***********, wv location. My latest Order #**************** I ordered a bacon turkey bravo with only cheese and lettuce on it. When I got the sandwich home it had all sorts of ingredients and condiments I did not request and I could not eat the sandwich. I would like it replaced.

  Business response

  08/21/2024

  We would like to thank the guest for taking the time to share his recent Panera experience here as well - his feedback is incredibly important to me and everyone at Panera. We shared his comments with the appropriate people at Panera and with the caf he visited. We recommend that he return local cafe for further assistance with this issue - a cafe manager will be happy to help address any concerns that he may have since the cafe would like the opportunity to make this right. 

  Customer response

  08/22/2024

  Complaint: 22171732
  
  I have reviewed the business' response and am rejecting it because:

   

  I want my sandwich replaced with a free sandwich coupon 
  
  
  
  Sincerely,
  
  *********************

  Business response

  08/23/2024

  Good morning, 

   

  We apologize for any frustrations. However, in order to have that desired outcome we recommend returning to your local cafe for further assistance with this issue - a cafe manager will be happy to help address any concerns you have. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To: Panera ********************************************** on August 13, 2024 Dear Panera Management,I am writing to express my deep disappointment with the service my wife and I received at your: Panera Bread, **************************************************** - Phone ************ on August 13, 2024. We are regular patrons, often visiting the restaurant with our families (8 people), We have always enjoyed our time at your restaurant. However, this visit was particularly special as it was my personal pre-celebration lunch for my wifes birthday.We ordered the items shown in the attached picture below. We ordered a cup of soup but the front desk person seemed confused to what she added a bowl of soup. Its ok! ?? She had a hard time entering our order. Customers were waiting (may have added pressure to her work). The soup bowl was less than half filled. I said: I need to talk to the manager. The manager was seated at the table next to us. She turned around and, without any greeting, stated, I am the manager. Her demeanor and tone suggested she was either angry or in a bad mood.Despite this, I explained the issue with the soup. She curtly responded, Thats the right portion as per Paneras policies, and offered no further solution. She then turned back to her seat, effectively ignoring the issue.This experience left us feeling horrible. The managers behavior was unprofessional and dismissive, and it has significantly tarnished our view of your establishment.I strongly believe that the manager needs retraining on how to handle customer issues with empathy and professionalism. This incident has made us reconsider returning to this location.Please address this matter promptly and let us know how you plan to resolve it. We hope to continue enjoying your offerings without further incidents.Thank you for your attention to this serious matter.Sincerely, **************** ******************************************************************** *********************

  Business response

  08/21/2024

  Good morning, 

   

  Our guest care team will follow up the guest via email and attempt to resolve. 

   

  Thank you, 

   

  ****

  Customer response

  08/23/2024

  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

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Your Cafe has repeatedly gotten my order wrong on numerous occasions. Corporate awarded me a discount towards my next order because of there continued mishaps. Today I was refused service as far as delivery and in store. They took my rewards off of my account and refused to honor them when I chose to go in store to pick up my order. They claim that I had gotten to many discounts for making false statements about them messing up my order. Every statement I made was true. Now corporate or guest relations refuses to help me. I tried to chose a different Cafe to place my pick up order and when I placed the order it was marked that it was going to the Cafe of my choice but when I received the email the order was instead sent to the location that I have had repeated issues with. When I went in store both managers were hostile and aggressive with an attitude and falsely said that I had cursed her out on the phone which I didn't but that was her reply when I asked why didn't she tell me she wasn't going to accept my order when I ASKED HER OVER THE PHONE BEFORE I TRAVELED TO THAT LOCATION CAN A PLACE THE ORDER THROUGH THE *** AND COME PICK IT UP SINCE YOU ALL ARE REFUSING DELIVERY. HER REPLY WAS THAT WOULD BE OKAY. THEN I RECEIVED AN EMAIL THAT MY ORDER WAS READY FOR PICKUP. WHEN I GOT THERE IT WAS A DIFFERENT STORY.

  Business response

  08/15/2024

  We do see the number of issues had with this location. We ensure that all feedback is made available to the teams to address with the location. While we have added rewards in the past we have refrained from doing so now to allow the cafe to directly resolve with the guest and not give off the impression of "throwing rewards at a problem" moving forward we do suggest she reach out to the location directly for immediate assistance with an order issue

  Customer response

  08/16/2024

  Complaint: 22138027
  
  I have reviewed the business' response and am rejecting it because:
  To be clear I never asked nor was I expecting you to throw rewards at the problem. Furthermore this is unacceptable because you are telling me to do business with a cafe that is problematic and are siding with the cafe as if this issues at hand are my fault. Knowing that I did try to go in and try to resolve the problem and their wasn't any resolution. It's the fact that basically your telling me that no matter which cafe I go into because I have had problems with this restaurant through no fault of my on but because I have had problems with this restaurant not only are they getting away with their mistreatment of me but as corporate headquarters you're of course on their side so basically Panera doesn't want my business or to do business with me in the future because you are making the statement that however this cafe or any other cafe location wants to treat me that's between me and them and that you as corporate will not be honoring customer satisfaction.
  
  
  Sincerely,
  
  ***************************

  Business response

  08/21/2024

  While I understand the frustration, I can assure you that any call placed to ********** is facilitated to the leadership team that oversees that cafe.  While I wish this was something that we could assist with we can only direct guest to cafe leadership team for a resolution or to discuss ongoing issues. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I decided to file this complaint before I dispute the charges with my bank. A family member was admitted to ************************** in June for ten days during this time 2 other family members stayed with the child too. During that time we used Panera Bread a lot, unfortunately, we had a lot of bad experiences, food was missing, and we even had different Panera Bread employees running to us either for the soup utensils that were missing or sandwiches. and other times we were just too tired to keep going back with back in hand less than a minute after we left to show them there was missing food again and again, other times the sandwiches would test weird. The last straw was when we went to the hospital again on 08/05/2024, the salad was mushy and the chicken noodles tasted and looked like they had been there for a long time. I would like to be refunded for at least part of these transitions please, it is very frustrating. I attached copies of my transactions to this form.

  Business response

  08/12/2024

  The guest has not contacted Panera guest care for assistance.  A case has been created on their behalf we have reached out to the Franchise's leadership team with a request that someone please contact the guest about the issues experienced at their cafe.  

  Customer response

  08/19/2024

  Complaint: 22114113
  
  I have reviewed the business' response and am rejecting it because:
  
  No one from the franchise has contacted me. 
  
  Sincerely,
  
  ***********************

  Business response

  08/19/2024

  We're sorry to hear that the guest hasn't heard back from the overseeing Franchise for the ************************** location. We've reached out to them again and asked they they follow up with the guest as soon as possible. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩