Michelle H Ger

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Verified Reviewer
| map-marker West Manchester, Pennsylvania

Poor Customer Service/Missing Order Items

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I sat on the phone for over a hour and no one will answer the phone. One more reason to never give them my business ever again!
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Loss:
$25
Pros:
  • Good tasting bagels
Cons:
  • Poor management food not stocked

Preferred solution: Let the company propose a solution

User's recommendation: Poor management

Anonymous
map-marker Hyattsville, Maryland

Very disappointed with the customer service

I am a customer that visits Panera Bread regularly , today I was very disrespected by not an associate Christina and a manager Mary they not had very rude attitudes and when I've been waiting for my order for 10mins my order number was never called and when I asked to speak to a manager upon speaking to this manager I explained what happened and was told if I didn't like the service I can have a refund I didn't want a refund I wanted my order and good customer service at the end I received my order but not good customer service at all on both the manager and associate side
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Preferred solution: Apology

User's recommendation: I would still visit but I don't what either mary or christina to service me

Anonymous
map-marker Owings Mills, Maryland

Customer experience

Prior to Covid our favorite Panera store was in Pikesville, MD. The team there was professional, friendly, and new their customers. It was always a great experience. The pikesville store closed during Covid and we have been going to the Foundry Row store in Owings Mills. The customer service in this store is poor. We have received our food with barely a smile, no eye contact, and wrong orders. Most recently I tried to place an order via the phone for pick up the next day. I was told to order on line. When I could not place the order effectively, I called back and was placed on hold for 8 minutes and 42 seconds. I hung up after that and called the Hunt Valley store. At the Hunt Valley Panera I received warm, courteous and professional service. I was able to order via phone and felt that I was not being rushed at all. The gentleman who took my order spent time with me and helped me decide on a few bagels to complete my order. Reminded me of the Pikesville store. I drove the next day to a store 20 minutes away versus Owings Mills which is 5 min away simply due to their lack of customer service. I would love to see the Pikesville store back, and significantly improved customer service at Foundry Row.
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Diggin T
map-marker Thornton, Illinois

Bad Managers

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This location in Homewood Illinois was closed due to an employee testing positive. They are replaced ALL Managers here besides the GM. With these new "Managers" comes ignorance. Bri, Andrea & Roxanne. They just stand and watch an extremely elderly woman bag cookies while ignoring us waiting to order. I walked out and the short Manager "Bri" just stood there completely oblivious to the fact she is losing a paying customer. Been coming here since they relocated and loved it. That is until these 3 new "Managers" are running this place into the ground. The GM is a black male, the new ones are white/mexican and seem to walk around with a whole lot of privilege's; as if this job was handed to them on a silver platter. This is not the place to have a almighty attitude girls. Karma will come for you.
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Cons:
  • Rude employees dirty tables disorganization
  • Drink
  • Bad workers

Preferred solution: never returning there don't need a damn solution

Mark M Mua

Service refused due to a Trump face mask

At about 10AM on 11 Sept my wife and I met a friend at the Panera Bread at 1845 Briargate Pkwy, Colorado Springs. A few seconds after I arrived one of your employees, a male, approached me and asked me if I had a mask. I said I have a face covering, per the governors order, and raised my shirt to cover my nose and mouth. He replied that it needs to be a mask and even offered to get one for me. At that point I pulled a MASK (wraps behind the ears) out of my pocket and put it on. My mask says TRUMP 2020. He then said, I dont need this. I hope you have a good rest of your day but Im gonna have to ask you to leave. Im not going to serve you. I said, But Im wearing a mask. He replied, You need to leave. So my friend and I left. While this was going on my wife found us a table she did not know what happened at the front counter. When we got outside I texted her that I was outside - kicked out due to my Trump mask. Shortly thereafter she told me that this person who threw me out told her I refused to put on a mask an outright lie. Needless to say, we will not be eating at Panera Bread ever again. Neither will my friend and his family. We have also posted this experience on our various social media pages. I thought you should know.
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Preferred solution: Apology

User's recommendation: Trump supporters - don't eat at Panera Bread

2 comments
Guest

Post away

Guest

Bye

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Mike N Hno

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Expensive wrap and small size

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I just ordered Curbside Pickup from Panera in Champions Gate, Davenport, FL, (Location# 204261) Order# 46127****. One item on the order was a "Bacon, Scrambled Egg &; Tomato Wrap" for $5.59. When ordering the photo clearly displayed (2) pieces of the wrap, but I only received (1) piece about 4 1/2" in length. This was NOT acceptable for a $5.59 wrap. I was going to bring it back, but it was a 20 minute drive back to the location. I called the location and spoke with the manager and she said that was the size and price and couldn't do anything to help me. I told her that I was going to advice Panera Corporate Customer Relations of the issue. This was not acceptable answer and poor customer service.
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Preferred solution: Full refund

Tom T Dcv

Who changed the BEST bread there

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Who's brilliant idea was it to take a plain french loaf and NO LONGER bake in the right oven and make a BAGGETT any longer ??? The ORG baggett is NO LONGER a baggett. Will not go to Panera any longer - I can get French loaf of bread anywhere.. Man someone really screwed that up for ALL the locations. What a shame...
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Pros:
  • Baggett is no longer a baggett just plain bread
Cons:
  • Baggett is no longer a baggett just plain bread

Preferred solution: Deliver product or service ordered

User's recommendation: Don't BUY the so called baggett they are selling now Awful ..

michael s Xlw

Complaint about being handicapped compliant

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We have been visiting the Panera Bread at the Doylestown Shopping Center in Doylestown, Pa. We were not able to get into the store because the curb in front of the store does NOT have a cutout or a ramp so I can get in with my wheelchair. The cutout is hundreds of feet away and not easily accessible for for wheelchairs. This definitely needs to be corrected for me and other handicapped people. I will be notifying Doylestown Boro also of this situation. Thank you. I will be looking for the handicapped modifications. Mike Sohanic
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Preferred solution: fix problem of being handicapped accessible

User's recommendation: Put a cutout in the curbing in front of the store so wheelchair bound people can get in your store.

Tina S Lgs

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Verified Reviewer
| map-marker Wayne, New Jersey

Food on the menu

Hi so today we decided to go to Panera bread since they finally opened up so we get to the restaurant and my husband is ordering food the lady at the register kept saying they dont have that item so my husband got frustrated after three tries he said why is that item on the menu then if u guys dont carry it anymore ? The same happened to me with the soups .... its really annoying and I will not go back to Panera every again I will let all my family members know as well that the menu is garbage now !!! Theres no varieties of food on the menu so disappointed
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Preferred solution: Let the company propose a solution

User's recommendation: Don’t go not worth the money no more

1 comment
Guest

You need to revisit sixth grade punctuation.

Anonymous
map-marker Fairborn, Ohio

Reward card troubles

Wrong phone number on account. 45 minute phone calls to correct.
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Anonymous
map-marker Victor, New York

Not cooked all the way

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Bought a Mac and cheese bowl with broccoli and the pasta wasnt cooked all the way it was hard. I buy a lot of Panera soups Mac cheese to eat for dinner or lunch. I bought it from Tops its not cheap I couldnt eat it. I had to throw it away. Dont know what happened but just wanted to let you know I really dont think the pasta wasnt cooked enough or the broccoli either
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Carolee Ybq
map-marker Leominster, Massachusetts

Dissatisfied with customer service

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This is the 3rd and last time I TRY to order a meal at panera bread in Leominster mass. Take out and online orders have taken top priority over your PHYSICAL customers standing in line in front of them. In the past I have TRIED to order at the kiosk but did not have the choice of ordering the 1/2 salad. Better customer service needed.
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Cons:
  • Bad customer service for in restaurant orders

Preferred solution: Let the company propose a solution

User's recommendation: Order online

Lisa C Wvz

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Verified Reviewer

Complaint

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I've been on hold 20 minutes, so I'll just write my complaint! Our family has eaten at Panera for many years. It has changed. The last 3 visits your stores didn't have any icing sugar cookies. Then you discontinued the alfredo noodles which is all the children ate. Today I found out that one of your employees wouldn't serve my friend, calling her stupid because she had her MAGA hat on. She put it on facebook, so I imagine you have now lost more customers than me.
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Cons:
  • Service
  • Small portion and high pricing

User's recommendation: You could be dissapointed

Rozaliya L

I have been trying to order on online and my account doesn't work and it has been for a while. Tried to call 10 days ago and you said everything okay and my account and the reward program work but not

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My complaint is about my reward program hasn't been working for several months and today I have been on the phone to talk to customer service for 2,5 hours. Very bad service! Called the headquarter and nobody can't connect me with the reward program team. I have lost my rewards for several months.
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Cons:
  • Unorganization

Preferred solution: I need to fix my account and the reward program on the account

Heather G Nzh

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Verified Reviewer
| map-marker Springboro, Ohio

Your watering down your coffee

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I've been to the store about six times since I started the unlimited coffee subscription this is now the third time that they have obviously water down the ice coffee the first time maybe even the second time I gave him the benefit of the doubt but now I see that someone must be trying to save money and they are seriously watering it down I used to get it before the coffee subscription and it was just fine so obviously they're trying to beat the system I'm surprised no one else has said anything is really watered down I need to correct this or I will definitely not be renewing my subscription next month thank you and get this fixed. The owners or managers should be ashamed. They have to be directing their employees to do this it's not a coincidence

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User's recommendation: Fix the water down iced coffee

11 comments
Guest

I’m sure it’s watered down. Will not be renewing my subscription.

Guest

Not just that store they are doing it in the NJ as well Panera Bread stores as well watering down the ice coffee and using standard coffee and not dark roast when making it. if you go to drive thru the pour hot coffee over ice and don't have it chilled

Guest

I agree. Panera over her in Virginia has been watering down their iced coffee as well.

Regular brew seems okay so at this point that’s the only coffee I’ve been getting from them. One time it looked like and tasted like tea.

They told me it must have been switched accidentally. But even now months later it’s still watery and tastes like water with a hint of coffee.

Guest

Same here. Watery, no flavor. Undrinkable, immediately cancelled the subscription.

Guest

I accessed this website to see if anyone besides me noticed that Panera Bread iced coffee has near zero coffee flavor. Yep, many noticed.

Their coffee is tasteless and not worth the free price. If watering down the coffee is done to discourage people from joining the unlimited coffee, then they should just cancel the program.

Guest

In Kentucky it’s extremely watered down too. Super gross and I will be cancelling my subscription and heading to Starbucks where their iced coffee actually has flavor.

Guest

I used to drink their cold brew daily. It was absolutely delicious.

I watched them make it in front of me and dilution ratio was always 50:50- water to cold brew concentrate. Now they are diluting it at a 65:35 ratio. I KNEW the coffee was tasting watered down and then a few weeks ago I saw and heard the manager tell an employee "this is how we do it now". They are doing it at all their stores cause I tried more than one location and it all tastes like water now.

I'm completely done with Panera. I'm located in North East Ohio.

Guest

ME TOO ever since the unlimited coffee deal I keep drinking wateredown coffee is freaking disgusting - Panera @ Ewing Township Campus town!!!!

Guest

Your watered down coffee is like drinking brown dirty sink water. If you are going to advertise a coffee club, take some pride in your product. I'd have paid $25 a month for a decent cup each day.

Guest

Happening in Southern California as well

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