ComplaintsforPanera Bread Co

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ended my subscription with Panera Bread 3/27/2024, and they have continued to take $16.58 out of my account since then. Customer Service told me I must have opened two accounts with them and only closed one account. I told them this is unethical, and stealing from the public. They refuse to return any of the money.

  Business response

  07/31/2024

  I have reviewed her request for a refund of a recent renewal charge for her ****************** Subscription following her recent case with us ********. Unfortunately, we are unable to process a request for a renewal charge refund per our terms and conditions agreed to during enrollment and due to the subscription start up and credit card entry being a manual process. We are able to confirm that she is no longer subscribed for future renewals under the account for ******, and can still use the reward for the remainder of the subscription cycle covered by the recent charge. If she does believe these charges are fraudulent she will need to dispute them with her bank.  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a promotional email and app notification stating that I could reinstate my sip club membership and get 3 free months right away, and not need to pay until September. I entered the promo code in the app and when I hit process it immediately charged me, and did not give me any free months. I reached out to Panera customer service asking for a refund as I was not provided what was offered. They cancelled the membership but did not refund my money. They said they "may" refund my money after 30 business days. I asked them to either refund my money, or give me back the membership that I have paid for during the month of June that it was paid for. They have brushed me off, and outright ignored me. This is horrendous customer service when the there are 2 simple solutions. It's now the later half of June, so giving me the membership for less than 2 weeks is not sufficient and I need a refund.Thank you,***********************

  Business response

  07/22/2024

  We're sorry to hear that this transpired and we have submitted a refund request for the guest as requested back in June when she initially requested it. Since we were going with a refund out the gate we were unable to offer a alternative solution since when we issue a refund we do have to remove the subscription from the account.
  
  We advised that the refund time can take up to 30 business days. The reason for this is because we are having to process it through a Franchise that has a separate finance team which can take up to 30 business days if not sooner. We have reached out to that team to see about the refund status since it should be hitting this week. If the guest is willing to reach out to us again we can see what we can do about the subscription as well if it's not listing any sign up offers on her subscription management page since it would treat her like a lapsed subscriber. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 15, 2024, I subscribed for the Panera Bread companies ********* The cost was $134.69 annually. On June 16, 2024, I cancelled the subscription. I was under the assumption that becauseI cancelled the subscription, Panera would refund my checking account. The reason I cancelled is because when I visited Panera on June 16, 2024, the drink I wanted to purchase was not part of the ********* Therefore, I had no reason to continue with the subscription. Today, July 17, 2024, I visited Panera and learned that I was still part of the ********* I checked my bank account and discovered I had never received a refund after cancelling. I contacted customer service and was told, although I cancelled the subscription, I would not be receiving a refund because I was still entitled to use the subscription. I spoke with ****************************** and later received an email from **** at Panera CS stating to contact my bank for a refund. Panera's representatives claimed I used the sip club on July 8, 2024. I was unaware of this until I was told by CS, since I cancelled the subscription and believed I could not use it. ew drink as just a random purchase added to my order. I am requesting a full refund due to Panera unscrupulouspractices. My alternative is to share my telephone number on my ********** page which will entitle all friends and relatives to free unlimited sips every two hours (first come, first serve) at the Panera nearest their home throughJune 14, 2025 until closing.

  Business response

  07/18/2024

  Good morning!

   

  It does not state on the website that a cancellation results in a refund. In order for it to have been refunded a request would need to be made to our guest care team. The guest is not eligible for a refund due to the terms and conditions she agreed on when they initially subscribed. However, as a courtesy we submitted a refund for the annual charge. The funds will be reflected on the guest account within the next 30 business days. 

   

  Thank you, 

  ****

  Customer response

  07/28/2024

  In response to Panera, I did contact the customer care team for a refund and it was refused. I later received an email from Panera telling me to file a dispute with my bank. It typically takes 3-5 business days to issue a refund. However, I will give it time and if the refund is not received I will continue to file complaints. 

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bug in salad, absolutely disgusting. I reached out to customer care they are a laughable joke. No one seemed to care there are insects in your food being served by Panera. Refund my entire order immediately!! The heck Panera. This is just disappointing. Photos attached. Clearly the lettuce and other fruits and veggies are not being washed properly. This is a health violation no one is taking seriously ?? ????

  Customer response

  07/05/2024

  ***********************
  Plantation, **  33324
  *************

  Business response

  07/05/2024

  The guest had contacted ********** and the proper leadership teams have been made aware with the photos provided by the guest via email.  The agent has also sent the order to be fully refunded.  I can confirm our Refund Team has sent to the order to the Franchise Leadership Team for processing as of 7/5/24.  

  Customer response

  07/06/2024

  Complaint: 21944130
  
  I am rejecting this response because:
  I was told a refund was not guaranteed along with the refund if approved taking 30 days. **** served me bugs. Shouldnt take 30 days to receive my refund. The refund should be guaranteed. You didnt even apologize for this disgusting issue that happened. No one at Panera is owning this issue and that is frightening.
  
  
  Sincerely,
  
  **********

  Business response

  07/08/2024

  We're sorry for the frustration this has caused and we have submitted the guest's information and the refund request to the franchise that oversees the Plantation location since it would have to be processed through them. Hence the estimated refund time frame since they have to review this as well. We sent another email to the franchise about this and hope they will reach back out to the guest soon to touch base. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order on 05/18 at the **************************, ** store. After placing the order, a portion (4.79) of the order was immediately refunded as an item (charge drink) was no longer available. Upon receiving my order, I discovered that none of the items in the bag were a part of my order. I contacted the store and was informed that the manager was aware of a mix up offered to replace my order and refund the full cost of the meal. I declined a replacement and accepted the refund. The initial 4.79 refund was returned to my card within 24 hours. After a week of monitor al refund, I contacted store and was told it had been refunded. 2weeks later, I contacted the store and was told the refund was processed and to allow for time. After a month, I contacted the store and spoke with a manger(*****) who was extremely helpful and researched the issue. She discovered the because of the initial refund, the secondary refund could not be processed due to system limitation in store. She referred me to the cooperate office whom I contact on 6/19. I spoke with a representative and provided the information relayed from the local store. The representative confirmed the issue would be escalated and I would be contacted with 5 days. As of 7/1, I had not been contacted on called back to the corporate office only to be informed that the issue would need to be resubmitted. Its been almost two months without a refund, interest on my card, and unnecessary follow up on what appears to be a simple matter.

  Customer response

  07/02/2024

  Note indicated my first name was needed. My first name is ***********;

  Business response

  07/03/2024

  Due to the nature of the situation and we have not received a refund request or cafe side confirmation of what was supposed to be refunded on this order. Because of this we are not able to issue one since the cafes are allowed to resolve issues on their end and unless the cafe's leadership reaches out to us directly to have us resolve. But without that cafe side request we are not able to take over a cafe issued refund/ appeasement with out the cafe's approval and or confirmation on what has been done to make right on a experience. We have reached out to the cafe's General Manager and District manager to confirm what we will need to refund on this order. We hope to have that information soon so we can assist the guest on our end. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  3 separate occasions i have placed an order that i didn't receive. Twice i literally watched the driver leave without dropping anything off. I need to be refunded for *****. Order was ****************.bb

  Business response

  06/26/2024

  Due to the nature of this situation and that the cafe's request we share this type of experience with them. We will be forwarding the guest's concern to the ************ and request that they reach back out and touch base with her on this. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Flies all over in Panera Bread **********************************.

  Business response

  06/26/2024

  Thanks for sharing this with us. We are going to reach out to the guest via our system to resolve and generated case ********.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ordered am sick. cant pick up pelase refund to card ending 5597 and restore reward of free oatmeal tried to email on web it does not go through please do asap refund and restore reward please look under ***************************** for oirder number refund and restrore reward and why was i unabel to reach on website.

  Business response

  07/03/2024

  While we're sorry to hear this, the guest will need to reach out to us directly with the order information so we can look this up and assist them properly 

  Customer response

  07/05/2024

  Complaint: 21870969
  
  I am rejecting this response because: i did send all they ignored me
  
  
  
  Sincerely,
  
  *************************

  Business response

  07/05/2024

  The guest will need to contact our ********** Team so it can be addressed.  The guest has no active cases with us.  We can be reached at Panera Bread **********: ************ (hours of operation 7am - 7pm CST) and an agent will live assist the guest. 

  Customer response

  07/08/2024

  Complaint: 21870969
  
  I am rejecting this response because: i have no phone new problem just emailed them
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received an email from Panara with a promotion for a free half entree when I spend $5.00.I went to the restaurant and asked for a 1/2 salad that cost $6.99 and a 1/2 sandwich as my half entree that cost $7.89. The cashier wanted to charge me $10.00 for the 1/2 salad. I asked why she was charging me $10.00 when the 1/2 sandwich says $6.99 on the menu. She told me the cost of the 1/2 salad was not on the menu becasue it was confusing to the customer. I told her I was confused becasue the price was clearly listed on the menu and she was telling me it was not. She was charging me the price of a full salad and would not make the adjustment. The manager came over and could not explain why I was being charged $10.00 for a 1/2 salad when that is more than the cost of the salad. I sent in a complaint and I received a reply about the quality of the ingredients they use and nothing about the overcharge for the salad. I think ****** is using a bate and switch to get you in the restaurant and then not honor their promotions.

  Business response

  06/17/2024

  Guest reached out to ********** in case 04871910. I replied back to the guest that their experience would be reported to the cafe's leadership team, and I also provided them with a $20 reward to use towards their next order. 

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got charged for 2 items that were not in the bag . The last manager refunded me months ago with no problem when this happened. Today , Monday, June 10 I didnt get my money back.The red hair and large glasses woman in the blue shirt said their system cant do it. Its obvious that this location has major problems with the management and needs to be fired . In other reviews its the same issue . The owner needs to fire the current employees and hire new people. Im surprised Panera bread here is still in business. Refund $7.07 ORDER #: ********** 3 ITEMS $15.66 ORDER SUMMARY: #********** 3 items $15.66 Drive-Thru Pick-Up Tuna Salad Sandwich Chips Qty: 1 $9.59 Bear Claw Qty: 1 $3.89 Chocolate Chipper Cookie Qty: 1 $2.89 Subtotal Discount Tax Order Total $16.37 -$2.00 $1.29 $15.66

  Business response

  06/11/2024

  We'll be more then willing to help out ***** if he reaches out to us through our ******** care line so we can better assist him. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩