Panera Bread Customer Service Issues

I am a regular at this Panera location and usually order the four cheese soufflé in the morning through the drive-through. Today, on June 24, [redacted], I was disappointed to find out that they were out of soufflés due to a missing key ingredient. I ended up getting a blueberry muffin instead. While waiting in line, I observed the window attendant engaging in a lengthy personal conversation with the car ahead of me, which slowed down the already sluggish drive-through service. This experience highlighted three issues for me: the unavailability of a main menu item, slow service, and inefficient service organization. Running out of key ingredients reflects poor planning and results in lost revenue. Staff should focus on accurate orders and preparation efficiency. Panera should consider limiting complex orders in the drive-through to maintain quick service. This encounter is not isolated, as I have consistently faced similar challenges at various Panera drive-throughs.

I am extremely disappointed in my recent experience at Panera Bread on Johnston Street. The loss of appetite began with the unappetizing sight of the kitchen's filth from the drive-thru, leading me to question the cleanliness practices. The drive-thru worker's behavior was unacceptable, handling my food without a bag, and not addressing the bread substitution until after payment. When I requested a different bread, the situation was handled poorly, and the manager's attitude was unapologetic. This lack of basic sanitation protocols left me with no choice but to demand a refund and speak to the manager, whose response only added to my disappointment. The overall service and hygiene lapses make me unwilling to return to this establishment. I will be lodging a formal complaint and seeking a refund for the unsatisfactory experience.

Hello, I am writing on behalf of William Huffman, a Liver Transplant/Cancer patient at UCSF Medical Center in Mission Bay, San Francisco. William and his spouse, of 39 years, live over [redacted] miles north of San Francisco and often have to travel for various medical appointments and treatments at UCSF. Due to short notice, they are seeking complimentary or heavily discounted lunch options, particularly at Panera Bakery Cafe on King St., San Francisco, to alleviate some financial strain during their upcoming trip for appointments on August 8th and 9th. They are retired seniors on a limited income and appreciate any kindness during this challenging time. William is thankful for any consideration and is willing to provide further details for validation if needed. Thank you for your understanding and support.

I have been a loyal customer of Panera for years, visiting almost daily to enjoy their food and cozy atmosphere. However, the recent changes at the Panera in Port Orange, FL, have been disappointing. The loud music, now a corporate policy, makes it nearly impossible to have a conversation. Additionally, the baguettes have changed, despite being told otherwise, and the coffee is often served cold. Many customers, including myself, are considering switching to Starbucks or Einstein Bagels due to these issues. It's a shame because Panera has been a favorite spot for us. Thank you for your attention to these concerns. - Emmy S.

Yesterday, I visited the Panera Oak Point Amherst, OH drive-thru with a postcard for a pick two deal. I ordered 1/2 StrwbPopyChx Sal and 1 cup of soup, but the soup machine was not working, so I had to substitute for a 1/2 BBQ Chicken FB. There was an unexpected $5.69 charge for this substitution, which was not mentioned on the menu. I paid the fee but later inquired at Panera, and they confirmed the charge. I wish to have the additional fee refunded as I would have made a different choice if I had known about the extra charge. Thank you for addressing this matter. -Jill Drake Panera cardholder

I have used the rapid pickup service at the Panera located at [redacted] N MacArthur in Irving, Texas twice recently. However, both times I have experienced problems with my orders. In my most recent visit, I ordered 2 pick 2 meals, but when I unpacked the food at the hospital, there was only one spoon and fork included, causing me to have to search for another spoon in the cafeteria. The soup was cold by the time I returned, the bread was hard, and the salad was lacking dressing and apple chips. The previous order also had missing items, with only 1 cup of soup and a 1/2 sandwich instead of 2 cups of soup and a full sandwich. My husband, a cancer patient, had to eat alone both times. I have faced similar issues at the Panera on Forrest Lane and Preston in Dallas, Texas. Additionally, there is an employee at the Dallas location who, although kind, is slow and can be bothersome during checkout. These repeated incidents have been disappointing, especially during a challenging time with my husband's hospitalization.

Yesterday, on August 29, I tried to place a rapid pick-up order on the Panera website using the Safari browser. However, every time I reached the checkout option, I was redirected to PayPal and then back again. Despite entering my PayPal details multiple times, I couldn't complete the order. The payment button kept appearing, and no matter how many times I tapped it, I couldn't proceed with the order. To resolve this, I decided to switch to the Panera app, where I was able to place my order successfully and pick it up. After checking my pending credit card charges, I realized there were six additional charges for the same order due to the redirecting issue, amounting to around $[redacted]. I am hoping that Panera can assist me in removing these extra charges.

I typically have positive experiences at most Panera locations, but the one near my house consistently has long wait times, even when it's not busy. Today, despite ordering simple items, I ended up waiting longer than two customers who ordered after me. My kids' mac and cheese was lukewarm, and when I got home, the lid on the chicken wild rice soup wasn't secure, causing it to spill on me and my six-month-old daughter. She cried because it was hot, which was very distressing. Due to having my hands full with two young kids, I decided not to call the store to complain, even though the experience was frustrating. While Panera's prices are a bit high, we like their food, so we return, although today's incident was disappointing and could have been worse had more soup spilled on the baby.

My husband and I are loyal customers of the Panera Bread store in Winchester, Virginia. We visit the store regularly, typically twice or thrice a week, as we enjoy the healthy meals they offer. Throughout the summer, I have been ordering the Pick Two option with the Summer Corn Chowder and the Modern Greek Salad with Quinoa, always asking for extra olives. However, during my recent visit, I was disappointed with the serving size of the salad, which was significantly smaller than usual. The salad lacked essential ingredients like kale, feta, tomatoes, almonds, and cucumbers, leaving me unsatisfied and feeling like I had been misled. I expressed my concerns to a staff member, but felt brushed off when they assured me everything was correct. As a loyal customer, I believe that my feedback should be taken seriously. I rely on Panera for convenient, healthy meals, especially as a dancer who watches my weight. I hope this issue can be addressed to ensure consistent and adequate portion sizes for all customers.

Hi Carol, Thank you for sharing your recent experience at Panera. We value your feedback on the salad you received and apologize for any disappointment. Your comments will be forwarded to the regional leadership team for improvements. We appreciate you taking the time to let us know. Best, Billy Panera Bread Customer Care

During my recent visits to my local Panera Bread, I've experienced consistent issues with my orders being incomplete or unavailable. Today, I tried ordering a bagel to go through the in-store kiosk, only to be informed post-payment that they were out of bagels. Two weeks ago, I used the Rapid Pick Up app to order a smoothie, arrived on time, waited for 30 minutes, but had to leave without receiving my order due to staff being unable to assist. Additionally, a few days earlier, I ordered a meal with a fruit cup side, but was notified after a 30-minute wait that they had run out of fruit cups. Considering these multiple mishaps, I believe some form of compensation for the unfulfilled orders, all paid for using the same Panera Bread gift card, would be appropriate. Thank you.

I visited Panera Bread Café [redacted] in Sanford, FL. The cafe was quite empty with only two other customers present. I ordered Mac and Cheese for my son. After waiting for 15 minutes without any update on my order, I approached the pick-up area. When I inquired, the staff asked about my order, and I mentioned the Mac and Cheese. They assured me it would be ready soon. Despite another 10 minutes of waiting, the order was not ready. I then spoke to the cashier, explaining that I had been waiting for 25 minutes. The staff member went to the pick-up area and eventually announced the order, but without any apology for the delay. It seemed like they were indifferent to the situation. Despite being only the third customer, the service was disappointing. The complimentary bread pieces provided were stale and cold. Although I have dined at Panera Bread many times before, this experience was unacceptable. The cashier was the only one who displayed politeness and attentiveness.

I am disappointed with the service at the cafe in Webster. Spending $30 there weekly has consistently resulted in missing items from my orders. Despite my complaints to the branch and emails to Panera, the issues persist. The lack of consistency is frustrating; for example, my oatmeal with strawberries and pecans has been served in a macaroni and cheese container on two occasions. The souffles are haphazardly stacked, causing items to get soaked. Finding a crouton in my oatmeal was unacceptable. Several items have been missing from my orders, and I have had to return to the store multiple times to retrieve them. This experience has been disappointing, and I have decided to end my patronage with this location. I have heard similar complaints from others and hope for improvements to ensure customers receive what they pay for.

We are regular customers at the Oswego, IL Panera Bread, visiting 3 to 4 times a week and spending $40 to $50 each visit. Recently, we encountered a hair in our oatmeal order and reported it to the Assistant Manager. After agreeing to compensate us, the Manager on duty later was unaware of this agreement and requested that we speak with the Assistant Manager who wasn't present that day. When my husband offered to wait, the Manager decided to compensate us. However, their lack of trust was evident. My husband raised a concern about staff not wearing hair nets and received a rude response about them wearing hats. The following visit, we experienced a shortage in our chicken noodle soup. Despite calling Panera, they did not return our call as promised. It appears that as long as we spend money without complaints, the staff is content, but any concerns are met with skepticism. We simply seek accurate orders, free of hair, and responsive customer service from Panera.

I visited the restaurant in Smithfield, NC, store #[redacted], and placed order #[redacted] for 2 Cinnamon Crunch Bagels. Three others with me also ordered the same. Despite only 2 other customers present, we waited 15 minutes, no one called out our order, found our food sitting at the pickup window unattended. The bagels were burnt, explained it was due to their oven not being hot enough. Returned the burnt bagels, waited an additional 10 minutes for replacements. The second batch was good. I also ordered coffee but was told they were out of Light Brew and never received any. Disappointed with this experience. Unsure if I will return to this location in Smithfield, might choose a different restaurant next time.

I would like to inquire about the practices at your Co-op City Bay Plaza Store in The Bronx, New York. I have noticed some concerning behaviors from the workers. They are using the same cloth to wipe down tables and chairs interchangeably. Additionally, the servers are not using gloves when handling food. I have observed them going from various tasks like clearing garbage, sweeping floors, cleaning bathrooms, and handling dirty dishes without washing their hands or using gloves before serving customers. Cashiers are handling money and then touching cups without proper hygiene practices. Furthermore, I have noticed that when there are many young employees working together, the store feels more like a hangout spot than a relaxing restaurant for customers. These issues need to be addressed with the managers and staff promptly to ensure a positive experience for customers and to protect the brand's reputation. Thank you for your attention to these matters, and I hope to see improvements in the future.

I recently visited Panera at [redacted] Sherman in Evanston, IL on Friday, 11/1/19. I bought a souffle that was hard, cold, and dry, as well as a coffee cake ring that was also hard. The staff was very rude, making it pointless to complain to them. I revisited on 11/7/19, bought another souffle, and asked about its freshness. The employee's disrespectful attitude was evident through eye-rolling and dismissive responses. Even the purchase of a cookie was met with more eye-rolling. I expressed my dissatisfaction, but the customer service remained poor. I usually enjoy Panera at Old Orchard, but this specific location is dismal. I reside in Evanston and will make sure others are aware of the subpar quality and service here. Unfortunately, my receipt was discarded by my husband, but my phone number is [redacted]. I believe I deserve compensation for the unpleasant experience. Thank you, Karen W.

During a recent visit to Panera with my family, I discovered that my account was charged twice for our meal. I promptly reached out to the store a week ago, providing them with the original receipt, but I have yet to receive a response. The double charge of almost $50 has resulted in a negative balance in my bank account, leaving me without the remaining funds for over a week. Unfortunately, despite my efforts, I am still waiting for Panera to address this issue.

Earlier today, I placed an online order with Panera Bread in Holland, MI for a total of $48.85 (Order #[redacted]03). After driving 30 minutes to pick up the order for my sick relative's birthday, I discovered the mini scones variety pack was missing upon arrival. Despite contacting Panera, they insisted I return to the store for a refund, which led me to a total of 40 minutes of additional driving. Disappointingly, Panera did not offer any compensation for the inconvenience caused by their mistake, resulting in me losing valuable time with my relative. I believe I should have been promptly refunded for the missing item without the need for another trip. Moreover, I feel Panera should have compensated me for the wasted time, gas, and the disruption to my plans. It would be fair for Panera to offer vouchers for future orders and a complete refund of my purchase to rectify the situation and prevent me from sharing negative feedback online.

Hello, my name is Kathy S. and I live in Waterford, Michigan. I am a frequent customer and usually place orders 1 or 2 times a week. Recently, I have received incorrect orders a few times. I have food allergies and had a specific order of Cream of Broccoli Soup and an Asian Salad with Avocado (Reg) and green goddess dressing on the side. Unfortunately, I did not receive the Avocado or the Green Goddess dressing; instead, I was given Italian dressing which I am allergic to. I had to discard my Salad because of this. I spend a significant amount of money on my orders and would like this issue resolved promptly. I am not one to complain, but I expect to receive what I order, especially when it involves my allergies. I work hard for my money.