Panera Bread
Reviews and Complaints

To whom it may concern:

I want to first off thank you for the coupons for free kids meals for my students. They were so excited that I received them. However after doing a head count vs. coupon count, I realized that not all of my students will benefit from the free coupon free kids meal. I have 26 students and I only received 19 coupons. I understand that you are in a business and this was a wonderful gesture and I appreciate it. I wanted to give you some information on classrooms. Most classrooms have anywhere from 25-30 students in a class. Our school, we have classes who have 28 students, lowest being 23. My son's school has 27 students in his room. Schools have more students being added everyday. I just wanted to let you know for future reference. I am by no means trying to be hateful, I am beyond grateful that you gave me those coupons to share with my students. Thank you again. God Bless

We went this past Sunday to Panera in Gainesville, FL on Archer Road to take our daughter to brunch, as she was visiting us. Your manager there is named Rachel. I ordered the spicy Thai salad and a bowl of broccoli cheddar soup. This is my standard order at a Panera. What did I get? I got a bowl of chicken noodle soup, and a spicy Thai salad DRENCHED in dressing with a huge thumbprint of possibly green avocado in my salad bowl! I also got walnuts instead of peanuts. I wasn't going to say anything, (seeing the wrong soup), until I saw the huge thumbprint of the avocado (?), and of course the salad drenched in dressing. It was ineatable! The walnuts didn't add much to it also. So I asked for a manager. I realize that you pay these people nothing, so expecting customer service would be impossible, but to add insult to injury, I showed Rachel the issues, and instead of an apology, or asking if there was a way to FIX the problem, she merely took my credit card and refunded my money. So I went back to the table with my husband and daughter, and watched them eat their brunch while I went hungry. She was so magnanimous, that she told me that she returned my lunch and drink, but allowed my to keep my iced tea for 99 cents. WOW! I went back in a bit later to refill my FREE iced tea, and there was Rachel, so I asked her name. She told me her name, and rolled her eyes to another employee standing next to her, and whispered something really funny in her ear. Gee, I wish that I could have been in on the joke, but since I have a master's degree in education, I realized that I wouldn't understand her superior attitude and I quickly realized that I was the brunt of this very funny joke. Rachel and the employee on the other hand were college students, and MUCH MORE savvy and intelligent than I, the mother of children her age and older. I wish that I could be young and a smart [censored] again! Then I wouldn't miss out on these hilarious jokes! THAT was when I took out the receipt for my refund and read your apology for not having an order right. Oh, did I mention that I am ALLERGIC to avocados? Well I didn't get to tell Rachel, because she was too intent on her joke to the other employee! Did I mention that I didn't get an apology? Did I mention that she didn't offer to make my lunch correctly? So I am writing EXACTLY what is on your refund receipt. "Accuracy Matters" (apparently not to Rachel), "Your order should be correct every time. If it's not, we'll fix it right away, and give you a free treat for your trouble. Just let any associate know." I guess my problem was that I went to a manager, and not an associate. They are college students too, but maybe someone would understand an old woman like me. I'm sure that the associate would have understood your policies better than a manager. But Rachel must be really good at jokes, because it was REALLY FUNNY and I missed out on it.

I will NEVER go back to Panera's. Your food it too expensive to have someone treat you that way. Do you think that a gift certificate would make this alright? I don't want to be the brunt of jokes, or go hungry if there is a problem with my order!

My cafe order # was 191896 at 11:37am at Panera's on Archer Road in Gainesville, FL. The check number on the receipt at 11:44 was 441087. I want you to see that I am not exaggerating, so please check out the events and times. BTW, I do not appreciate having an account to tell YOU of a problem.

I ordered a you pick two and I got a Greek salad and Mac and cheese. She charged me for a Baja something mac and cheese with avacado on it and then my Greek salad had chicken on it with apple chips or something so I asked for a new salad it again had chicken on it and lots of weird chips and seeds in it then I asked AGAIN for another salad and it was a regular salad no feta or onions and a GREEN dressing. Again it was wrong and I was forced to eat it because she then ignored me as I was now a pain to her. The manger never came back and I was over charged for my meal. This happened on 115 Stuart st, the corner of Tremont and Stuart st.

I went to purchase dinner for my husband and I around 5:15 tonight and the girl taking my order obviously had no experience on the register. I do not have a problem with that because I understand the training process. When I went to the counter to get my food, I asked the gentleman if the bag on the left was mine. He just shook his head. He could not respond with a simple Yes!
As usual, there were dirty tables.
A few weeks ago, my friend and I went in to eat a late lunch. The staff acted like they were having a party. They were laughing so loud that we were glad when we finished our lunch and could leave.
I am a huge Panera supporter but lately I have been very disappointed with this restaurant.
I just feel you need to concentrate on your customer service at this location and try to keep it clean.

I ordered the chicken tortellini Alfredo with a side of bread. I have gotten this meal in the past and it has always been warm. When I recieved my order, the tortellini was slightly warm and cold on the inside. The noodles were chewy and uncooked. The chicken was cold and placed on the edge of the plate. I asked for a new meal, and in return I got sass from the employee and told that they could heat it up when I asked if I could receive a new, fully cooked meal. Nobody apologized. My new meal was no better than the first. Very poor customer service. Overall a disappointing experience.

After spending 10 hours driving home from a trip, I stopped at Panera Bread (?) Cafe #1632 in Southfield, Michigan. Placed my order for two Fuji Apple Chicken salads and bread to go.

When my name was called, I was informed that they had NO BREAD! Unhappily, I substituted chips, left the store and drove on to my home.

After unpacking my car, I sat down to enjoy my marvelous salad with my husband. He had never enjoyed this particular salad and he looked forward to experiencing it. Unfortunately, THE SALAD CONTAINED NO CHICKEN... not even one tiny morsel! Not only am I unhappy about a "Bread Cafe" having no bread, but I am also disgusted that my rather expensive salad contained NO chicken!

How can you rectify this situation to benefit me?

On September 13th, I went through the drive through at 100 Four Seasons Shopping Center and watched a staff member change the trash, and then pick up my sandwich and place it in the box and scoop my soup into a bowl. I told the guy who handed me my food at the window what happened and he responded that she'd had on gloves. I told him, "Yes, but she did not change her gloves after changing the trash, so she still touched my food with dirty hands." He then looked annoyed and said that she'd used a scoop to pick up my sandwich. I told him that she had not - that my daughter and I had both watched her pick up my sandwich with her hands and place it in the box. He then rolled his eyes and asked if I wanted them to remake my order. I said yes. She changed her gloves and remade my food. I never got an apology and my sandwich was slopped together. Additionally, I realized when I was driving away that I'd never gotten my debit card back. I turned around and went in the store and asked for it and they said they didn't have it. Needless to say, I won't be back.

I have always enjoyed breakfast at Panera once a month with my girl friends. Service had been fast, courteous and food was hot and delicious. The last two times I have been there, my egg souffle was delivered to me cold. When I complained to the service person I was told there is a microwave at the desk that you can take it to and heat it yourself. Today I walked in at 8:15 am The four containers of brewed coffee were timed at 6:15am. The coffee was luke warm. I saw two customers have issues with the bagels they ordered not being toasted enough or burnt. The person waiting on them had difficulty getting the order right for both of them. I looked at my girlfriends and we decided then to leave and find a place that served hot coffee and hot delicious food. When you pay eight dollars for a coffee and souffle I have the expectation that my food will be served hot, ready to eat. My coffee needs to be fresh, not 2 hours old.
I have also noticed that the amount of customers has dwindled over the last two times I have been there.
I hope things can improve as we all enjoyed the food, coffee and atmosphere until recently (last two months.)

Today, 09/14/2018 I put in an order for delivery to my office (order #[protected]), which we do multiple times a month. After delivery we realized we recieved the incorrect order. Knowing these things happen, I called completely understand, I explained what happened. Steve, the general manager of the store (cafe 204671 — 367 sunrise hwy suite b patchogue ny 11772) took my phone call. He was beyond nasty to me, grunting and growning as if I was inconviencing him. Never apologized for the mix up, just snapped stating "what would you like me to do about it" so I replied, "sir I would just like our correct food" then he stated it will be right out and disconnected the phone. I am beyond upset with how this general manager handled this situation.

I am writing this complaint as to the Bolingbrook Panera Store located at 755 E. Boughton Road, Bolingbrook, Illinois. I continually get my order prepared incorrectly. I have had 9 out of my last 10 orders wrong. Yesterday was the most recent case. I ordered the new Ham & Swiss sandwich on Honey Wheat bread with no emerald greens. I got the sandwich to go and was planning on taking it for lunch today. To my surprise, when I opened my sandwich, it had no cheese, and it had tomato, red onion and lots of mayonnaise on it. I know this sandwich is new but this is not the first time ingredients were wrong or missing. This is an ongoing problem. I prefer to remain anonymous as I actually work at this store. My sandwiches and salads are almost always incorrect. I know they are put into the system correctly as I input my order myself. I'm not sure if training is the issue or that the associates preparing the food just don't care. I have mentioned this to the managers, however, nothing seems to change.

I ordered a meal for their online website at my work. I ordered this meal and hour and ten minutes before I had a scheduled meal. They said their delivery time was typically a 30-45 minute wait so I think I'm all set. I place the order and get the email notification that my order is arriving. I go to clock out for my meal expecting to maybe wait another ten minutes. My whole break goes by and still no food, so I call to ask them about my order to which they say that it's still at the counter and should be leaving shortly. Considering it's been double their delivery time and my break was over I asked them to please cancel my order. They do so and I think that's the end of that. Nope. I get a call asking for my card number so they can refund my card from the order. I think oh okay no problem give them my card number and wait a few days. Nothing is credited to my account. I give them a call to which they tell my that it takes 3 days for a refund to occur I say fine. It's now been six days I have called them several times on the past two and still am yet to see a refund on my account, or hear any information about getting that refund. I just want my money back and to be done with this whole situation:

This is the second time that I have ordered a bakery item and it was NOT placed in my rapid delivery order. My sandwich was slopped together (turkey and apple) and I think you need to do something about this store not putting bakery items in the bag as they are supposed to. I ordered a lemon drop cookie and did NOT receive the cookie in my bag. I expect a refund and an apology PLEASE!

Tuesday 9/11/2018 8:08am/drive thru order. Order number: 171 Order: 1 Brioche Sausage Egg, 1 hot Cappuccino. I get to the window and pay. I hand the cashier My Panera Card and my debit card. She hands back my cards and does not even say, "thank you". Two minutes later, I get my sandwich; the cashier closes the drive thru window and just stands there socializing with another employee, and playing with her apron strings. She does not even take a moment to say, "your cappuccino will be right out" or "give me one second I will check on your cappuccino" but NO, she instead stayed there and made me wait without saying anything. I ended up getting my cappuccino, at 8:16am. The sad and unhappy part is that when the cashier handed my cappuccino, it felt light, I opened it and it was not even half way filled up; It was more foam than actual cappuccino. When the cashier handed me the cappuccino, AGAIN does NOT say "Thank you" or "have a good day" she only closed the window and stood quiet. She made a horrible customer service and made my day unhappy.

Aug 27 - Sept 4,

I have been going to Panera Bread for the last month in Conyers. It is a rather new location, but the store is always out of something. I would order the cinnamon crunch bagel heated with butter around 6:45 am. I have been told the computers are down and they can't take any orders, or they don' t have butter, would you like something else? (who doesn't have butter?) The would not offer any other condiments. When I asked for cream cheese instead, the manager said I have to pay for it. they said they have a new general manager and he doesn't care what the complaint is, nothing is to be given to the customers. I bought an egg and cheese sandwich and it had no cheese. The next day I told the manager and she said there is nothing they can do, I should have brought the sandwich back.? (I was on my way to work at 6 in the morning) Additionally, the store is not the cleanest, for it to be so new, it got an 82 rating. The workers nor the manager seem to care. There is usually very few cars there and you can see the workers standing around looking at their cell phones. I would love to just get my bagel sliced and toasted with butter in a timely manner. I love Panera Bread, it's a shame to see this one be such a mess!

I have been eating Panera Bread Country White Bread for about a year. Recently I purchased a loaf of the bread at The Stop & Shop. The sell date was okay. Upon eating the bread it tasted old and dry. One of the things I like about Country White is it has a bit of moisture to it. I decided maybe it was just off so I went to Big Y and purchased another loaf. What a disappointment upon trying it I found it was even dryer and again tasted old. My question is have you changed the formula?

I must admit I will not be purchasing a third loaf.

Cordially,

John Hurley

I ordered a full blt sandwich. I made a couple of modifications. I ask for no meat. Replace the meat with more avocado. To add red onions and combo sauce. However, when I got home and opened the sandwich, it had meat. I as a vegetarian was disappointed. Also, there wasn't any red onions or combo sauce on it, and there was only 2 small slices of avocado. I did not touch the sandwich at all because it wasn't what I asked and paid for.

Below is a response received today, 9/7/18 when requesting an invoice to be provided so I could forward to our accounting team for processing:

Attached is the invoice you requested. The company's invoices are emailed to isabela. [protected]@ynnh.org by the end of day, the first business day after it has been billed by the café. If you need to change the email for ALL of the company's invoices, you will need to contact [protected]@PaneraBread.com
Thank you,
Panera Bread Company
3630 S. Geyer Road, Suite 100
Sunset Hills, MO 63127
Phone: [protected]
Fax: [protected]
[protected]@panerabread.com

I work for Yale New Haven Hospital and have had a corporate account for 2+years, recently transferring to another hospital location and establishing a new corporate account. Is this how your employees are trained to respond?
Irena Antos

The manager Nancy is so rude! She has the worst customer service ever. I don't even know how she is manager. She pulls prices out of the air charges 80 cents per pump when it says 69 cents for flavored syrup. It's sucks because I work in the plaza. She makes me not even want to go there any more.
The another managers are so nice and have really good customer service I think his name is Bill.
Such a nice guy. My boyfriend said we won't come and she said ok. Like she doesn't care at all about service

I am extremely upset the way we were treated at your store. A manager argued with us when he put our orders into small containers when we ordered larges on an $80 tab, then said he was saving money on inventory by using small containers. We were yelled at in front of several customers and were baffled, we are police officers who were off duty and don't get treated like this by half of the people we deal with. Ridiculous service handled completely unprofessionally by someone supposed to be called a manager.

On 9-3-17 I left my house early so I could stop by Panera and get a breakfast sandwich in the morning. I got there at 9:05 am and I did not get my order until 9:35 am and there were only two cars in front of me in the drive through. Normally I would be okay with this knowing that they are supposed to make everything fresh but when I got to work and I began to eat the sandwich I noticed green mold on the bottom of the bread. I was in the Sioux city location near singing hills mall.