Christian S Eot

Email

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Phone call is taking way to long I just want my rewards moved to a new email cause I can no longer access my military email account
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Pros:
  • Love the flatbread

Preferred solution: Just need help with email

Kelly B Lwb
map-marker South Euclid, Ohio

Rude employees

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I work for doordash. They never have orders ready by pickup time. You give them the name and they start the order then, maybe, I came back in two times after waiting 15 minutes after giving name and they never prepared the order. Manager says what you want me to do?
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Loss:
$25
Pros:
  • I have no other issues with panera
Cons:
  • Being being a fool of

Preferred solution: Let the company propose a solution

User's recommendation: Do not pick up orders from here

Jennifer S Shv

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Verified Reviewer
| map-marker Orlando, Florida

Wasted money

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I spent $22.33 today so that the pavent had Panera bread for dinner. I should have known the minute I walked in it was a mistake. As I'm walking to the counter I noticed 3 associates standing and talking. All 3 walked to the back and left myself and the couple at the counter. I'm standing at the counter nobody greets me or the customers that came behind me. A cashier comes up I order my food, 1 bread bowl with cream chicken and wild rice, ice mocha and a turkey sandwich to go. I get my food and I'm waiting on the ice mocha and the young lady behind the counter ask did I want ice in it? I said yes, and she hands me a hot mocha coffee with a couple of cubes of ice. The drink was still hot! I shrugged that off. I get home in about 10 minutes. As, I get out the car, I grabbed my food and guess what! Bottom of the bag comes apart and food spills all over the pavement. Now I'm super annoyed and hungry. First bad service, second wrong food, third poor management of product for the consumer.
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Loss:
$22
Pros:
  • I have no other issues with panera
Cons:
  • Overpaying for incorrect orders

Preferred solution: Let the company propose a solution

User's recommendation: Have the cashier repeat your order and then double check the food. Have them put the soup in a separate bag. Make sure they understand what an ICE mocha is!!!

Jason O Uzr

Veteran Day meal denied by manager

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For the past 2 years I have been able to benefit from the Panera free Veterans Day meal I am loyal customer and I verified by completing a web search that indeed Panera was participating in the Veterans Day meal Today I was denied the meal the manage said that corporate did not authorize this benefit it is the first time in 2 years this has happened
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Loss:
$10

Preferred solution: Full refund

Linda M Ddb

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Verified Reviewer

The Inverness Fla store has terrible customer service. After speaking to a manager it is obvious it trickles down from the top.

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Went thru drive thru. Only one there. Asked for a Pic2 of 1/2chicken Fuji apple salad and a 1/2 chicken teriyaki sandwich. I asked for 2 dressings as they only put a partial Tablespoon in container on the side. Why not fill it so customer has enough with one? I asked for a mayo packet in case sandwich is dry or minimal dressing also. The window server never asked if I wanted chips, apple or bread. I forgot to ask for the chips. The bag was handed to me taped. Half way home I discovered my side item was a chunk of dried bread. I did not need more bread. I had a sandwich. I called mgr right then at approximately 3:00 p.m. and told him when server is taking order to ask the preference especially when they order a sandwich. I told him I was very disappointed. His reply was Ok. I said Ok thats the best you can do? How about I am sorry you arent happy , and server should have asked your preference!! He then said sorry. I hung up. When I got home which is 20 minutes away, there was one partial dressing not the 2 I asked for, the dried up crusty bread that was too tough to eat and the chicken terriaki sandwich with hard dried up chicken chunks. And of course no mayo. I paid $12.00 for this awful service and subpar food. Too expensive and no customer service. I ordered and drove directly to the window. How do you forget in that short of time. This explains why this location is never busy even though its in a Publix shopping center. I will go to the Brooksville location from now on. It never disappoints us. And always busy.
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Pros:
  • Decent healthy menu options
Cons:
  • Price

Preferred solution: Apology

User's recommendation: Stay away. Subpar and bad attitude.

Anonymous
map-marker Louisville, Kentucky

Complaint & suggestion

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Ordered thru drive thru &; since they don't sell sprouted grain rolls& I don't like the baguette I asked if I could substitute for a piece of bread-- said that would be an upcharge of $1. Why was I always able to substitute before for the sprouted grain roll & now there is an upcharge to get bread?

To me the baguettes are too hard to eat, taste like stale white bread. Was offered an apple or chips, but not just a piece of whole grain soft bread. Told girl on speaker I have my pH number for rewards (didn't have card with me). She said she would get number at window when I pay.

I offered my number at window, she said too late cause she already rang me up. Salad was only filled to middle of container. Was not worth $10. The whole experience was very rushed!

Also, the strawberry poppyseed salad should be all year round. I know the reason has to do with not able to get fresh strawberries in the cold season, but most people don't care about that. You'd be surprised how much revenue that would bring you to have it all year round.

My friends & I always get the same type salad all year at Chick-fil-A. Most people don't care that much about fresh strawberries, doesn't make sense toc not sell that salad after Aug & not again until April.

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Tom L Pkf

Steal your money

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The worst customer service and company ever. People check your account after you cancel your service and you WILL still get charge by Panera.
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Loss:
$15
Cons:
  • Bad management

Preferred solution: Full refund

User's recommendation: Be aware

rhonda B Mxo

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Verified Reviewer
| map-marker Moreno Valley, California

Complaint

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Today, Tuesday, September 29th at 5:06pm at #203264,Seal Beach Panera Bread:. My receipt 201715 I ordered you pick 2 including a napa alond chick sandwich, requested no tomato. and another you pick 2 including chptl chicken. I received a sandwich with 2 slices of tomato and 1/2 chptl chicken sandwich on white bread. The cook understood she made the sandwich chpti chicken sandwich on white bread . I asked the person when I picked up , I said" no tomato" right? and she said "yap". In addition, I received a soup I didn't order with my order, and on the receipt it was n't on the receipt. Lastly, I called the Seal Beach Panera, asked for the manager. The manager indicated how sorry and I requested to put on my account "no tomato" I have a allergy to tomato's. Every time I ordered the napa sandwich, I receive tomato on the sandwich. I asked what can I do to get the point across to the cook? The cashier had it on the receipt each time. why does this happen each time I order.
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Preferred solution: Let the company propose a solution

User's recommendation: check with order after and question it again.

Dov Z

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Verified Reviewer

Curveside pickup

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Today I placed an on-line order from my local Howell, NJ Panera store. I ordered two dinner items for Rapid pick-up. My order # was: 47564**** and the items should have been ready at 5:40 PM. Per your request, I provided you with the color and type of my car. I arrived on time. The sign in front of the Panera store instructed me to stay in my car and wait for someone who will bring the dinner items to me. I waited for 10 minutes, and unfortunately, no one came out. I called the store on my cell phone (732-730-****) and selected the option talk to the manager. A young lady answered the phone and informed me that If I want my food I will have to come into the store and pick it up myself. Very strange The Panera sign in front of the store was saying the complete opposite I put on my gloves and mask and walked into the store. There were no meals ready for pickup on the on-line order shelves. I asked a young staff member as to the status of my order and he responded by saying that all the orders were behind the counter. The guy was very apologetic. He told me that he was very busy and didnt have a chance to bring the food out I was very disappointed with the performance of my local Panera store. In the future, if you dont have enough staff to handle business dont take any new orders. Get rid of your Rapid pick-up signs and close the store.
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Preferred solution: Let the company propose a solution

Ellen K Rlc
map-marker Oakland, California

Customer Service Line Went Dead

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Was on hold waiting for Rewards for 15 minutes, then the music vanished and I heard only static. Waited 5 more minutes, then had to hang up and start all over.
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Preferred solution: Let the company propose a solution

Nancy P Xze
map-marker Cypress, Texas

Complaint.

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I typically go to my closest Panera at (26003 Northwest Fwy Cypress, TX 77429 United States) and every time I go they are always rude, never have baked goods, coffee, and can never find my order/s. I havent complained before thinking it was because they were trying to get things together because of the pandemic but thats not the case at all. I go and try to order online and they never have any baked goods available or coffee and so I drive to the restaurant and it just happened that they do there. Its just one thing after another. I went today at 8:13 to pick up an order I placed and they didnt have it at all tho I showed them my order number. I then told them my order was a pecan braid and coffee and they had neither available. I have tried to order online early in the morning thinking they will have things available but nope and then in the afternoons an nothing. I do believe someone more mature should maybe assist at this restaurant because this is the only Panera I have had problems with. Let me know what happens next or what I can do to help make this restaurant a better more consistent place.
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Preferred solution: Let the company propose a solution

Anonymous
map-marker Columbus, Ohio

Complaint.

Sad I sent this message on Fri, Dec 18, 2020 at 2:35 pm to your Customer Service inquiring about my order and received ticket #610876. I would like to know why Fedex is telling me the shipper told them to destroy my package? Fedex is saying my address is incorrect. It is correct! They told me the shipper (Panera) told them to destroy my package! Why would they give that response? They should have called me for clarification, since they have my money! This is a Pandemic, so I was trying to avoid going directly to Panera, but they have left me no choice. I would like a call back ASAP!
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User's recommendation: Rather not say right now

Howard S Acr
map-marker Woodbridge, New Jersey

Extremely poor experience

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While I appreciate the pandemic precautions there has to be some common sense too. That did not happen.

When my wife and I visited we were told the inside dining area was closed and we would have to eat outside. OK, it was a nice day. But then we were told to order we either had to call or do it online. The person we would call was standing 10 feet away!

When we tried the online system it would not take my complete order while my wife's order was dropped three times. Now if the person who takes the orders on the phone is in the lobby why not take it verbally in person? After all, she was speaking to us already. Or use the in-lobby kiosk for even less contact?

We ended up taking our business elsewhere. And in the couple of minutes I was trying to understand this mess six other people walked away.

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Preferred solution: I'd like some straight answers on why this situation even occured.

User's recommendation: It's your call but carefully consider if you really want to go through all the hassle just for a meal. I'm sure there are plenty of other places nearby that use both virus precautions and, more importantly, common sense.

Darla B Pie

Discruntle customer

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My drink Blood orange lemonade taste like water. I order a bread bowl, I had to stand there while they making people orders. And my bread sitting on the counter. Then waiting food area was getting crowded. And the lobby getting back up. Social distancing went out door. I asked one of the worker, he tried to get it, the other employee told him no I have to wait. Just bread bowl that already in a bag. If the health department found out there no social distancing. I will like another drink blood orange lemonade made correctly. And another bread bowl in timely fashion. I tried to the Emeryville Panera the phone just hang up.
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Loss:
$3
Pros:
  • I live in area pro
Cons:
  • Some employee attitude
  • Totally not as pictured or described
  • Had me waiting

Preferred solution: Blood orange lemonade made correctly and bread bowl in timely matter, so Panera doesn't get back in the lobby

User's recommendation: Depends

Jay H Qak

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Verified Reviewer
| map-marker Palm Valley, Florida

Horrible service at Ponte Vedra Fl location

This is not an isolated case or Id show grace and patience. Every week EVERY WEEK during the pandemic we have gone to paneras with no less than a 30 dollar tab. The second week my husband has pressed the Im here tab waiting more than 12 minutes before pressing it again getting a response the company knew he was there after 15 minutes he dawned on his mask for the second week to retrieve our bag just sitting on the counter with one to tell he was taking it. He came home furious and said to pick another place for pick up next week. Whats almost comical is besides cold food they got the order wrong and gee whiz really a thumb nail of tuna on the sandwich. The quality has diminished but hey times are rough for all of us but when quality and customer service goes down the tubes you loose loyal and I do mean loyal customers
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Loss:
$30

Preferred solution: Full refund

User's recommendation: Go somewhere else that cares

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