Patricia Yek

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Verified Reviewer
| map-marker Franklin, New Jersey

Complaint

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Tried to order lunch at noon today on computer. Said it was closed, I would have to order for tomorrow. I called - they were open but don't take orders on the phone. I said, the website is hard to use. He said he was sorry and silence. I hung up and tried again. Same. Tried website on my phone. Same. I tried to complain using the email form - my computer couldn't find the site. So many restaurants need the customers at this time. I will not use Panera again. Not customer friendly.
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Pros:
  • Near by me
  • Good food
Cons:
  • Poor customer service

User's recommendation: go to a restaurant that appreciates your business

Jenlopez
map-marker Chula Vista, California

Rude customer service

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I have been calling since 8 am yesterday . I have been waiting 30 min at a time and no answer it keeps saying it will be with me shortly and never does. No emails have been returned and I called the corporate branch asked if there were app problems she gave an attitude and blamed it on "covid-19", that's the excuse for everyone's attitude and lack of customer service lately. I asked to speak to a manager she said no and she transfered me to the line that never picks up when I asked her name she refused. Then the second time I called she transfered me to the manager and he didn't pick up I left a voicemail, it's not a hard question. They should send general emails letting everyone know there's app problems. Panera is not good to their customers apparently I will probably be giving my business elsewhere once I find a healthier spot the only reason I would keep going is I don't eat fast food. Often times when I pick up my food it's made wrong or missing something most times actually I usually don't say anything unless it's a big deal. Buy yeah panera has lost its customer service skills and ability to give quality food since covid-19 and that's no excuse. I should be cooking at home anyways lol. So it's on me.
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Pros:
  • Healthy
Cons:
  • Accuracy of order
  • Terrible customer service

Preferred solution: Let the company propose a solution

User's recommendation: Don't rely on panera to provide customer service even when I pick up my food often times it is made wrong. Or missing something .

1 comment
Guest

Don't listen to the person below. They are reflecting their own emotions I am sure .

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

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

Erik N

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Verified Reviewer
| map-marker Jackson, Ohio

Small portions

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Ordered a bowl of creamy chicken soup for $7.41. No senior discount. Received about 4 oz in a huge bowl no butter available for the baguette. Very very little chicken found in soup. Overpriced for the value!!!
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Loss:
$3
Pros:
  • Quality of food
  • Good flavor

Preferred solution: Price reduction

User's recommendation: Avoid this place

Sonya M Zxb
map-marker Cedar Hill, Texas

Poor management

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Today I called the Cedar Hill, Texas location before visiting and while in the drive thru line , I couldnt get anyone to answer the phone, then I pressed the option for soups of the day, Chicken and Wild rice is the first soup they offer on the recording . I waited in line for almost 20 minutes, just to order the soup and then was told they no longer offer it. I was stuck in line with three cars in front of me and couldnt get out. I had to wait another 10 minutes just to get out the line. Very very upset. That soup has been off the menu for along time the guy said, so why is it still on the recording. Especially when the recording has been updated to mention the dining room is open.
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Pros:
  • Food is good
Cons:
  • Poor management food not stocked

Preferred solution: Let the company propose a solution

Anonymous

High Prices, Lower Qualtiy

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Not a fan because they keep raising the prices and running out of key items while overpricing others.
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Pros:
  • Food tatstes good
  • Locations are good
Cons:
  • Runs out of best products and does not make more during the day
  • Poor inventory control
  • Tries to upsell you when you are not interetsed

Preferred solution: Better customer service, food and quality

User's recommendation: Reduce Prices and Improve Quality

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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Mykala Wbv
map-marker San Bernardino, California

Work harassment

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I never reported it because I felt intimidated from my management.
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Janet V Ykv
map-marker Wadsworth, Ohio

Ham and Swiss sandwich

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I used to like the Ham & Swiss sandwich on the menu. A customer used to get ham (not gristle) Swiss, lettuce, tomato and onion. This is the last time I'm ordering a sandwich at Panera. I used to think management cared but I'm finding out that has changed too. This is how businesses close!
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Pros:
  • Good coffee and bagels
Cons:
  • Food quality
  • Quality of ham

Preferred solution: Let the company propose a solution

User's recommendation: Don't order the Ham & Swiss sandwich!!!

Natalie W Llg
map-marker College Station, Texas

Always mess up my ofer

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I have made multiple Panera orders where they completely mess up my order and charge me for a larger size or something completely wrong. I have been trying to get my money back but havent been able to get ahold of anyone.
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Loss:
$8
Pros:
  • Taste of food
  • Food quality
Cons:
  • Very expensive for a totally messed up carryout salad
  • Portion size for the price

Preferred solution: Full refund

1 comment
Guest

I would rethink ordering out if you can’t afford $8 without complaining about portion size.

Anonymous
map-marker Germantown, Maryland

Ordering on the app gives you LAST priority

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I tried using the Panera app to order food many times. Every time I have waited over 70 minutes for my order. When I order on the app, I choose ASAP for the order, which says 5-10 min after checkout. However, for about 10 times, I have to wait over 70 minutes. This is ridiculous! I will not use the Panera app ever again! False advertising!
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User's recommendation: Be prepared to wait a long time if your order is over $50.

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!!!

Levy W

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

Quality of Food

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Just ordered your smokehouse BBQ chicken and bacon sandwich. I must say it was pathetic. 1 slice of bacon, wrong bread and the there was no smokehouse chicken or any hint of smokehouse at all!!! I must also say that if your selling soup please have spoons available for the consumption of your product. These are very difficult times we are in but your lack of service makes it even worse!!!
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Loss:
$36

Preferred solution: Let the company propose a solution

User's recommendation: Bring your own utensils and look for the chicken in your sandwich

1 comment
Guest

Why is your loss $36 for missing chicken and a spoon?

Carolee A

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

Not happy.....2 reasons

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I tried calling customer care...wait time tooo long... Called mgr at location...got nowhere. He just tried to argue me. Food was not made right...
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User's recommendation: No recommendation

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