Panera Bread Customer Service Issues

Hello, I have placed orders online several times and have encountered issues with missing or incorrect items. These instances have occurred repeatedly, and I often notice the mistakes upon returning home, finding myself about 10 minutes away and deciding not to go back to speak with a manager as I was eager to enjoy dinner with my family. Most recently, I visited the drive-thru and received the wrong order. I did not receive the tub of cream cheese, and the ordered muffins were incorrect. Today, I ordered something online for pickup, and I took a moment to inform a manager that the bags should be thoroughly checked before being handed over. Unfortunately, the manager's response was unapologetic and dismissive, offering me something hastily in an unsuitable tone following my polite complaint. I declined as she seemed preoccupied with another order, needing to return home to my kids. While I typically enjoy dining with you, I am disappointed to have to write this message. I believe it should be the responsibility of your team to ensure the order's accuracy rather than relying on customers to double-check each time. Thank you, Liza

As a pharmaceutical representative spending close to $[redacted] a week at Panera, I have encountered escalating service issues at various locations in Delaware and Eastern Shore Maryland. Today, I experienced delays at the Christiana Panera in Newark, DE, with my order not being ready at 11:33 for the scheduled time of 11:15 to 11:30. Upon arrival at my destination, I discovered key items like cookies and condiments were missing. Despite attempting to call at 11:20, the phone went unanswered. Regrettably, the consistent service problems between this Panera and the one in Dover, DE, make me hesitant to continue relying on them for catering services. Quality control and exceptional customer service seem lacking at these locations, causing me to consider alternatives for my business needs.

I recently picked up a large order for 20 people for our office and unfortunately, we were missing all 8 soups. Although I called, they only brought over some of the soups and were still missing 2, along with my salad. They apologized and offered a 20% discount on our bill, but the oversight was frustrating. Upon eating my sandwich, I found it to be lacking in chicken salad and smaller than expected, as I had ordered a full sandwich but received a half. I have taken pictures to illustrate the issue. I am awaiting the arrival of the person bringing my corrected salad, but it has been over an hour. I hope to discuss this matter with them. Thank you.

On Friday, April 12, [redacted], between 7:30 - 8:30 p.m., I visited the Douglasville, GA Panera location to place an order. A sign indicated delays due to a malfunctioning speaker. After no cars in line, I tried to order at the window but was ignored by a manager. Another employee helped, and I learned the manager's name was Shenika Lewis. Disappointed by the poor service, I called the store and spoke to Renee, who apologized for the experience. I'm a loyal Panera customer and feel let down by Shenika Lewis' unprofessional behavior. I hope this feedback reaches corporate to improve customer service standards at this location.

During our recent visit to Arlington, MA, we placed a rapid pickup order online which unfortunately was incorrect upon receipt. We were missing 4 French baguettes, a fruit cup, and a bag of chips, and the Lentil Quinoa Chicken bowl that we ordered was substituted with a different bowl that did not include chicken. When I reached out, I was informed I could return that evening or come back the next day for a refund. Given it was dinnertime and inconvenient to return, I requested a refund including the $13.78 Uber cost for transportation. The total order came to $66.95, and I am seeking a substantial refund due to the inconvenience, especially since our 6-year-old granddaughter missed out on her items. The order number is [redacted] placed on 4/13/[redacted] at 6:22 PM.

On April 16, [redacted], I visited café #[redacted] and ordered cookies. I preferred the cookies from the shelf as I've received hard ones before. Emily, the cashier, who had helped me previously, placed the cookies in a brown paper bag instead of individually wrapping them first. This caused the grease to leak, which is frustrating given the price of $2.29 per cookie. I request the Manager of this location to ensure all staff package food neatly and with care. As a customer of Panera, I expect good customer service, especially considering the prices. Thank you.

I used to be a frequent patron of Panera Bread until today, April 16, [redacted]. I visited the location at [redacted] East Circle Drive, Cicero, NY [redacted] and ordered my usual chicken Caesar salad with four dressings. However, this time, the manager on duty at 1:30 pm informed me that I had to pay extra for an additional dressing, which was not the usual practice at other locations I have visited. Despite reluctantly paying the extra charge, I expressed my disappointment to the manager and explained that her decision had cost the business my loyalty. As a My Panera rewards member who has spent a significant amount at Panera over the years, I found this experience disheartening. I may be walking away from Panera for good due to this incident. It's unfortunate that the manager chose to lose a valued customer over such a small amount. Regards, R. Kent

My daughter and I, loyal customers of Panera Bread, visited your Hamilton Market Fair restaurant in New Jersey tonight. She ordered her usual grilled cheese sandwich, but it came on a different bread, which she didn't like. The staff mentioned they were out of the regular bread. She accepted it and ate half. I ordered my favorite Fuji salad with chicken, but the chicken tasted like turkey, which I don't enjoy. When I mentioned it to the staff, they said they were out of chicken for the night. We spent a lot in your restaurant, and this mix-up was surprising. Please communicate menu changes to customers so they can adjust their orders. I hope this feedback prevents similar incidents in the future. Thank you for addressing my concern. - M.L.

I am a big fan of Panera Bread, but my recent experience was disappointing. I placed an online order for rapid pickup at the North Queen location. Upon arrival, I discovered that only half of my order was ready. After receiving the remainder of my order, I found that the soup was not properly sealed, causing it to spill everywhere. When I asked for a replacement and a support box, I was told they no longer provide standing support boxes. This resulted in a messy situation in my car, as the soup spilled again on the way home. Now, I am left without my soup and have to deal with getting my car detailed due to the spills.

On April 25, [redacted], I placed an order using the app with an expected delivery time between 11:47am and 11:57am. It's now 12:24pm, and my order has not arrived. As a teacher with limited lunchtime, I relied on the provided time frame. Despite calling twice, with an initial unanswered call, I faced delays. The $20 paid for a sandwich, cookie, and water seems excessive. The manager's explanation of driver shortages and being busy did not justify missing the promised delivery time. Disappointed by this recurring issue, I plan to switch back to Jimmy John's for their reliability and affordability. Panera, located at [redacted] Cermak Road in Berwyn, IL, has let me down once again.

The Panera on Riverchase Drive in Hoover, Alabama, has consistently disappointed me. Ordering and picking up food is never a smooth process; there always seems to be some sort of issue. Today, I encountered a car blocking the drive-through, so I used the app to place my order and went inside to pick it up. Despite seeing my name on the board under "preparing," I was informed that my souffle would take an additional 10-12 minutes while my smoothie was ready. The lack of care from the staff and the constant unavailability of items make each visit frustrating. I had high hopes when this location opened, but the experiences have been consistently negative. Clear communication and efficient service are crucial, yet this store fails to deliver. The chaos at this Panera location reflects poorly on the brand overall.

Panera Bread Cafe [redacted] Check #[redacted] On Friday, 04/12, during a road trip from Rochester NY to Orlando FL for spring break, my son ordered Mac & Cheese for his daughters at the Panera Bread Cafe. I tried to order my usual BLT Roast Turkey Avocado sandwich using the app and gift cards for payment, but the cashier couldn't process it without a PIN number. Frustrated, I attempted to place an online order, but the cashier and another worker couldn't provide the cafe's address promptly. After some delay, I decided to retrieve my wallet from the car. Upon returning, my correct order was finally processed, but I received the wrong sandwich - a Bacon Turkey Bravo instead of the BLT Roast Turkey Avocado. Disappointed with the mix-up, I appreciated the efficiency of my local Panera compared to this experience. Fay M. Phone: [redacted]

Good evening, my name is Barbara, and I am a regular customer at Panera. I would like to bring to your attention an incident involving an employee named Andrea Tinoco at the Valley Stream branch. I ordered a small macaroni and cheese, but when I received it, the container was not filled up. When I inquired about it, Andrea seemed to be giving me attitude and explained that the macaroni and cheese is prepackaged. Despite understanding this, she transferred the macaroni to a smaller container. When I suggested speaking to her manager, she walked off to get the manager. The manager apologized for Andrea's behavior and mentioned speaking to her about it. Throughout this encounter, Andrea remained aggressive and extremely rude to me. This situation has left me upset as I have never encountered such behavior from Panera employees at other branches.

Good morning, I recently visited Panera Bread on Lawndale in Greensboro, NC with my family. Despite my husband's reluctance due to the prices, I ordered the Bacon Turkey Bravo. To my dismay, the sandwich arrived without any bacon. I returned it to the manager, who hesitated to believe me until I showed the issue clearly. Instead of offering a replacement, I was given two overcooked bacon strips to amend the sandwich myself. I was shocked by the poor service as I could have easily prepared the missing ingredients at home if that was the case. Overall, the experience was disappointing and left me dissatisfied.

Today, I visited the store in Ocean, NJ after a year due to past issues. Despite hoping for improvements, I encountered the same lack of knowledge regarding gluten-free options. The staff was unaware of gluten-free items and the ingredient binder I had mentioned previously. When I inquired about the strawberry poppyseed chicken salad, it wasn't even listed. The manager struggled to find ingredient information on his iPad, causing a delay that frustrated me and other customers waiting in line. It is disappointing that the store is not up-to-date on gluten-free offerings. The overall indifference of the staff to my concerns has led me to decide not to return and to inform my gluten-free friends about my experience.

Today, on 4/28/[redacted], around 7:10pm, I visited the Anderson Township Panera in Cincinnati, Ohio. I was preparing for a three-month work trip and decided to have my mom's birthday dinner catered by Panera. Unfortunately, my experience was frustrating. Despite ordering nearly $60 worth of food, the cashier encountered issues while processing a gift card payment. This led to a delay of about 15 minutes, with the cashier repeatedly calling for Logan, the manager. To add to the problem, certain menu items like green tea, pulled pork, and tomato soup were unavailable. When the manager, Logan, attempted to resolve the payment issue, he was unsuccessful and suggested I pay in cash. Disappointed by the lack of resolution and service, I chose to cancel the entire order and take my business elsewhere. I am disappointed by this experience and wish I could return my gift cards.

I placed an order using the Panera Bread app as usual. Sadly, I didn't receive any updates on my meal's progress, leading to a frustrating one-hour wait. Upon calling the Wayne, PA Panera Bread location, I was met with a manager who rudely claimed my meal had been delivered 15 minutes earlier. He stated that the driver tried to contact me without success. When I mentioned not receiving any calls or texts, he proceeded to share a phone number that was unfamiliar to me and not provided by me. This issue was unprecedented, as I use the app regularly without incident. The manager's unhelpful attitude culminated in him suggesting I pick up the order myself if I wanted it. However, this was challenging as a local university student without a vehicle. After explaining my situation, he callously recommended canceling the order, which I did. This unfavorable experience at a favorite establishment has left me disheartened and uneasy about continuing to support the brand.

I am a regular customer at the Bannockburn, IL store and have been quite disappointed with the recent service there. On two occasions, my order was incorrect. I asked for a Mediterranean egg white sandwich, which is an off-menu item, but received a different wrap instead. When I returned it, they gave me the egg white avocado sandwich from the regular menu. I couldn't send it back again and wondered if they no longer made the Mediterranean one. The staff turnover seems high, particularly on weekends, and the internet speed has been consistently slow despite my complaints to the manager. The Xfinity signal in the store is faster than their connection. I also suggested they put up a sign reminding patrons to flush the urinal, as the restroom can sometimes smell. I am considering going to the Highland Park location in the future for friendlier service and faster internet, although not everyone has that choice. Thank you for your attention to this matter. My loyalty to Panera is evident as I visit 4 or 5 times a week, sometimes more.

Order # [redacted]55 I understand that running a restaurant is demanding, and mistakes can happen. However, I would like to bring to your attention an issue we faced when ordering from Panera at [redacted] S Signal Butte in Mesa, AZ. Despite being loyal customers for two years, we were recently informed that they would no longer deliver to us because of our distance from the location, even though we are only 3.3 miles away. Additionally, our recent order contained a hair cooked into the cheese, which was disappointing. This, along with the delivery situation, has made us reconsider returning to Panera in the future. We had hoped for a comforting meal during a difficult time with my son's illness, but this experience has left a negative impression. Thank you for your attention to this matter. Best regards, Erin E. Sent from my iPhone

I ordered at [redacted] W Six Mile Rd (#[redacted]) Livonia, MI [redacted] and encountered extremely poor customer service. Despite waiting over 40 minutes, my order did not reach the pick-up station after being displayed on screen. After multiple inquiries, I was eventually given my order after requesting a refund. The staff, particularly the girl distributing orders, displayed rudeness. Upon reaching work, I found my salad lacked dressing and utensils, the frozen strawberry lemonade was diluted, and the sandwich was cold and soggy. I paid $17.55 for this disappointing experience and would appreciate a potential refund. Thank you, - LD