ComplaintsforPanera Bread Co

• 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. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ended my subscription with Panera Bread 3/27/2024, and they have continued to take $16.58 out of my account since then. Customer Service told me I must have opened two accounts with them and only closed one account. I told them this is unethical, and stealing from the public. They refuse to return any of the money.

  Business response

  07/31/2024

  I have reviewed her request for a refund of a recent renewal charge for her ****************** Subscription following her recent case with us ********. Unfortunately, we are unable to process a request for a renewal charge refund per our terms and conditions agreed to during enrollment and due to the subscription start up and credit card entry being a manual process. We are able to confirm that she is no longer subscribed for future renewals under the account for ******, and can still use the reward for the remainder of the subscription cycle covered by the recent charge. If she does believe these charges are fraudulent she will need to dispute them with her bank.  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a promotional email and app notification stating that I could reinstate my sip club membership and get 3 free months right away, and not need to pay until September. I entered the promo code in the app and when I hit process it immediately charged me, and did not give me any free months. I reached out to Panera customer service asking for a refund as I was not provided what was offered. They cancelled the membership but did not refund my money. They said they "may" refund my money after 30 business days. I asked them to either refund my money, or give me back the membership that I have paid for during the month of June that it was paid for. They have brushed me off, and outright ignored me. This is horrendous customer service when the there are 2 simple solutions. It's now the later half of June, so giving me the membership for less than 2 weeks is not sufficient and I need a refund.Thank you,***********************

  Business response

  07/22/2024

  We're sorry to hear that this transpired and we have submitted a refund request for the guest as requested back in June when she initially requested it. Since we were going with a refund out the gate we were unable to offer a alternative solution since when we issue a refund we do have to remove the subscription from the account.
  
  We advised that the refund time can take up to 30 business days. The reason for this is because we are having to process it through a Franchise that has a separate finance team which can take up to 30 business days if not sooner. We have reached out to that team to see about the refund status since it should be hitting this week. If the guest is willing to reach out to us again we can see what we can do about the subscription as well if it's not listing any sign up offers on her subscription management page since it would treat her like a lapsed subscriber. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 15, 2024, I subscribed for the Panera Bread companies ********* The cost was $134.69 annually. On June 16, 2024, I cancelled the subscription. I was under the assumption that becauseI cancelled the subscription, Panera would refund my checking account. The reason I cancelled is because when I visited Panera on June 16, 2024, the drink I wanted to purchase was not part of the ********* Therefore, I had no reason to continue with the subscription. Today, July 17, 2024, I visited Panera and learned that I was still part of the ********* I checked my bank account and discovered I had never received a refund after cancelling. I contacted customer service and was told, although I cancelled the subscription, I would not be receiving a refund because I was still entitled to use the subscription. I spoke with ****************************** and later received an email from **** at Panera CS stating to contact my bank for a refund. Panera's representatives claimed I used the sip club on July 8, 2024. I was unaware of this until I was told by CS, since I cancelled the subscription and believed I could not use it. ew drink as just a random purchase added to my order. I am requesting a full refund due to Panera unscrupulouspractices. My alternative is to share my telephone number on my ********** page which will entitle all friends and relatives to free unlimited sips every two hours (first come, first serve) at the Panera nearest their home throughJune 14, 2025 until closing.

  Business response

  07/18/2024

  Good morning!

   

  It does not state on the website that a cancellation results in a refund. In order for it to have been refunded a request would need to be made to our guest care team. The guest is not eligible for a refund due to the terms and conditions she agreed on when they initially subscribed. However, as a courtesy we submitted a refund for the annual charge. The funds will be reflected on the guest account within the next 30 business days. 

   

  Thank you, 

  ****

  Customer response

  07/28/2024

  In response to Panera, I did contact the customer care team for a refund and it was refused. I later received an email from Panera telling me to file a dispute with my bank. It typically takes 3-5 business days to issue a refund. However, I will give it time and if the refund is not received I will continue to file complaints. 

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bug in salad, absolutely disgusting. I reached out to customer care they are a laughable joke. No one seemed to care there are insects in your food being served by Panera. Refund my entire order immediately!! The heck Panera. This is just disappointing. Photos attached. Clearly the lettuce and other fruits and veggies are not being washed properly. This is a health violation no one is taking seriously ?? ????

  Customer response

  07/05/2024

  ***********************
  Plantation, **  33324
  *************

  Business response

  07/05/2024

  The guest had contacted ********** and the proper leadership teams have been made aware with the photos provided by the guest via email.  The agent has also sent the order to be fully refunded.  I can confirm our Refund Team has sent to the order to the Franchise Leadership Team for processing as of 7/5/24.  

  Customer response

  07/06/2024

  Complaint: 21944130
  
  I am rejecting this response because:
  I was told a refund was not guaranteed along with the refund if approved taking 30 days. **** served me bugs. Shouldnt take 30 days to receive my refund. The refund should be guaranteed. You didnt even apologize for this disgusting issue that happened. No one at Panera is owning this issue and that is frightening.
  
  
  Sincerely,
  
  **********

  Business response

  07/08/2024

  We're sorry for the frustration this has caused and we have submitted the guest's information and the refund request to the franchise that oversees the Plantation location since it would have to be processed through them. Hence the estimated refund time frame since they have to review this as well. We sent another email to the franchise about this and hope they will reach back out to the guest soon to touch base. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order on 05/18 at the **************************, ** store. After placing the order, a portion (4.79) of the order was immediately refunded as an item (charge drink) was no longer available. Upon receiving my order, I discovered that none of the items in the bag were a part of my order. I contacted the store and was informed that the manager was aware of a mix up offered to replace my order and refund the full cost of the meal. I declined a replacement and accepted the refund. The initial 4.79 refund was returned to my card within 24 hours. After a week of monitor al refund, I contacted store and was told it had been refunded. 2weeks later, I contacted the store and was told the refund was processed and to allow for time. After a month, I contacted the store and spoke with a manger(*****) who was extremely helpful and researched the issue. She discovered the because of the initial refund, the secondary refund could not be processed due to system limitation in store. She referred me to the cooperate office whom I contact on 6/19. I spoke with a representative and provided the information relayed from the local store. The representative confirmed the issue would be escalated and I would be contacted with 5 days. As of 7/1, I had not been contacted on called back to the corporate office only to be informed that the issue would need to be resubmitted. Its been almost two months without a refund, interest on my card, and unnecessary follow up on what appears to be a simple matter.

  Customer response

  07/02/2024

  Note indicated my first name was needed. My first name is ***********;

  Business response

  07/03/2024

  Due to the nature of the situation and we have not received a refund request or cafe side confirmation of what was supposed to be refunded on this order. Because of this we are not able to issue one since the cafes are allowed to resolve issues on their end and unless the cafe's leadership reaches out to us directly to have us resolve. But without that cafe side request we are not able to take over a cafe issued refund/ appeasement with out the cafe's approval and or confirmation on what has been done to make right on a experience. We have reached out to the cafe's General Manager and District manager to confirm what we will need to refund on this order. We hope to have that information soon so we can assist the guest on our end. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  3 separate occasions i have placed an order that i didn't receive. Twice i literally watched the driver leave without dropping anything off. I need to be refunded for *****. Order was ****************.bb

  Business response

  06/26/2024

  Due to the nature of this situation and that the cafe's request we share this type of experience with them. We will be forwarding the guest's concern to the ************ and request that they reach back out and touch base with her on this. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Flies all over in Panera Bread **********************************.

  Business response

  06/26/2024

  Thanks for sharing this with us. We are going to reach out to the guest via our system to resolve and generated case ********.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I have been told I was being refunded for a order placed your App that was never delivered this has been going on for Months and I still haven't been refunded so I am reaching out hoping that this can finally be resolved. My order was never delivered my order number is **********. Please process my refund this is very concerning how this has been handled from your company.

  Business response

  06/21/2024

  Hi there, Thanks for letting us know about this. While I don't see a prior contact from you on our system for this request so we believe this must of been a refund that was supposed to be worked on by the bakery-cafe back in February. I've gone ahead and sent up a Pending refund request on case ******** to the overseeing Franchise Operations team for the ************** location to see if they can let us know what became of this refund and get it taken care of since it's too far back for us to check it's current status here in *********** Please note this is also being treated as a first contact and refund request so it may take some time to process so please watch for a update via that case or from the Franchise in the next couple of weeks. 

  Customer response

  06/21/2024

  I did contact you. I sent the receipt the order was online and my order was never delivered.  I don't understand why this was not resolved already. It shouldn't take weeks to refund me after I've waited months already. Please just process my refund. Thank you. 

  Customer response

  06/21/2024

  Complaint: 21874621
  
  I am rejecting this response because: I attached the receipt it shouldn't take weeks to process my refund.  I Contacted you the day this happened. This was an online order from your app. It was never delivered. Please process my refund I've been waiting months already. Thank you 
  
  
  
  Sincerely,
  
  *****************************

  Business response

  06/21/2024

  While I can understand the frustration and the order confirmation screen shot helped us track down the information on our end. But regardless, we do not have a prior contact under your phone number or email address or a case number with this request so we believe you may of been working with the brick and mortar cafe it's self. If you do have a Case number or survey email from our team that would have a case number we can run it and see what happened. But with out that we are running this as a first time contact. We have already submitted the refund to the Franchise's accounting team for final review and processing. If there is any difficulties with that request or complications the Franchise will update you directly or we will contact you through case ********.

  Customer response

  06/24/2024

  Complaint: 21874621
  
  I am rejecting this response because: Just process my refund. You were contacted the same day this happened. Ill never order from Panera again after this fiasco. You would think u do anything you can to get my refund after all this time. Instead u want to play games and contact irrelevant ppl. Process my refund

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

  Customer response

  06/30/2024

  As you see once again I have heard nothing from them nor have I gotten any refund

   My next step is reporting this to the ************************* Also for you to say they ended this in good faith is ridculous.  I've heard nothing from this company ever other than when I filed a complaint here. 

  Customer response

  07/23/2024

  This company still hasn't refunded my money after they said they would this case needs to be opened back up. 

  Business response

  07/25/2024

  We're sorry to hear that the refund process hasn't been completed yet or that the guest hasn't heard back from the franchise yet. Refunds can take up to 30 business days and we're still within that time frame from when this was started on June 21st. I've emailed the Franchise if they could give us a update and also touch base with the guest but from current estimation it should finish next week. 

  Customer response

  07/29/2024

  Hi this company should be flagged. They still haven't done the refund. I just filed a complaint with the ************************* This is the most incompetent management I have ever seen. The person answering here has done nothing to help. I will get my money back one way or another but to ever treat a customer this way someone should be fired. Starting with the person who handled this complaint. 

  Customer response

  08/01/2024

  This company has not refunded anything. They have told lie after lie. It's been more than 30 business days and they still have done nothing but lie on here time and time again. This is now flat-out fraud. 

  Customer response

  08/01/2024

  Complaint: 21874621

  
  

  I have reviewed the business' response and am rejecting it because: They still haven't done the refund. It's been way over 30 business days. This company tells lie after lie as you can see from the responses here. 

  
  

  
  

  
  

  Sincerely,

  
  

  *****************************

  Business response

  08/01/2024

  We're sorry to hear that he feels that way about us and we've noted his feedback. We've also reached out to our franchise partner that would be processing the refund to see if they could give us a status of the refund since it was submitted on June 21st and it would hit the 30 business day **** on August 5th. We hope to have the franchise follow up with him soon and resolve this once and for all. 

  Customer response

  08/22/2024

  Here we are another month and still no refund this is flat out fraud at this point. 

  Business response

  08/23/2024

  Our franchise Partner and the *********** location have been attempting to reach out to the guest by his provided contact information, ************ phone number and ******************** email address but have not received a recontract. We'll request that they try again but the guest may need to return to the *********** at this point since they have what they need to help him but they just need him to finish the refund.

*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. ↩