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Business Profile

Restaurants

Panera Bread Co

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    BBB has received consumer complaints about Panera Bread Co which allege receiving incomplete or inaccurate food orders, or not receiving delivery orders at all.  Consumers also complain of difficulty obtaining a refund and poor customer service. 

Complaints

This profile includes complaints for Panera Bread Co's headquarters and its corporate-owned locations. To view all corporate locations, see

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Panera Bread Co has 646 locations, listed below.

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    Customer Complaints Summary

    • 280 total complaints in the last 3 years.
    • 85 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A year ago I signed up for Panera bread sips club free trial. Upon completion of the free trial I requested the subscription to be stopped at the store located at ******************** (where I go to school) due to the fact that they were closing. They told me it was and than I started getting billed, I tried to cancel over phone and nobody ever did. I also tried the online chat and emailed once before. Now 12 months later I have 168.66$ lost.

      Business Response

      Date: 11/29/2023

      Good morning, 

       

      The guest did reach out to us on 11/23/2023. I am not seeing any contact to our team prior to that date. He was denied a refund by our agent. More than likely the refund denial will stand, but we will follow up to see if we can get any alternatives outside of having him dispute with his bank. 

       

      Thank you, 

       

      ****

    • Initial Complaint

      Date:11/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Went in and ordered dinner. Parts of my dinner was missing. I called and management said next time I came in they would give me a family bowl if soup. I went in several days later and went in to tell them my name. The management said they would not have said that. Basically calling me a liar in front of several customers and employees. They did not make it right. Management needs better training to deal with this. They told me to come on in then not make it right. Terrible way to treat your loyal customers.

      Business Response

      Date: 11/28/2023

      Good morning, 

      We will reach out to the guest through our guest care team and attempt to resolve. 

       

      Thank you, 

      ****

    • Initial Complaint

      Date:11/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I placed an order with Panera Bread in High Point, NC for pickup on 8/25/2023. ***** ********** Upon arrival to the store I was told they didn’t have my order nor enough bagels to make the order I needed and it would be refunded when the manager arrived and I would be contacted. I never received a call nor refund so I began calling the customer service number on 8/28 as well as the independent cafe itself because that’s what I was directed to do. I was told it could take 30 days to process but it was being completed. Another call is made on 10/2 to inquire about the status, I was again told that it was being processed. Call made again on 10/13 and was told my case was being escalated to the supervisor. Received a case **********  Another call 10/23 was told it was being escalated yet again. Called again on 11/6 and was still told it was being processed. This is ridiculous something 3 months out and I keep getting the run around about my refund.

       

      ******** ********* ****** ***** ******** **** * **** *** **** ****** ** ***** ****** ***** ********

      Business Response

      Date: 11/22/2023

      The Franchise Cafe has been contacted and asked to follow up with guest with an updated timeline on this being resolved. 

    • Initial Complaint

      Date:11/20/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted Paneras online customer care after I had a TERRIBLE experience at one of their stores last week with an employee who told me to f*** off. The second employee to be rude to me at this particular location. Three days later I receive an email that my note will be passed along.No refund offered but they did offer to put a $20 reward to my account that they were waiting for me to approve apparently. And I still havent heard back.This is unacceptable. I should have received a response within 24 hours, my money should have been refunded or a reward should have automatically been out to my account. I also should have received an email from someone at the store apologizing.Thats how you run customer service. Not like this. Waiting days for a resolution and no further action from the company. Not ok.

      Customer Answer

      Date: 11/20/2023

      ***************************

      Business Response

      Date: 11/22/2023

      The guest's order was refunded by a ***** Care Supervisor on 11/20/23.  That same supervisor also reached out to the guest to apologize and assure them this would be shared with cafe leadership team. 

    • Initial Complaint

      Date:11/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Employees at my job does not get equal pay do to there gender I just want equal pay for everyone.

      Business Response

      Date: 11/20/2023

      The associate would need to call the front desk at the corporate office at ************ and ask to speak to ****************

    • Initial Complaint

      Date:11/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/23/2023, I placed online pickup order. Order #: ********* My order was marked complete. Upon entering the store, my food was not ready. As I waited on my order, the male preparing it, was having a personal conversation with a female associate. He stopped, then started, then stopped again (making order). He then proceeds to walk over to a clip board with the same gloves he was preparing my breakfast sandwich with, mingles through papers on clip board. Then touch a black 3 tier cart, arranging items on it. Picks up a receipt. Then returns to making breakfast sandwich using the exact same gloves he just touched everything with. At this point my order has been marked completed for OVER 15 minutes. No acknowledgment, no sense of cleanliness, and no sense of awareness that people can see exactly what you are and are not doing. I then walked out. Called customer service to make a complaint. I also requested a callback. I have since contacted them 4 times and no one has ever reached out to me on this. Customer service confirmed that it was escalated several times, but still no attempt to reach me or provide any kind of apology.

      Business Response

      Date: 11/14/2023

      Case ******** was created with Guest Care and the cafe leadership where the order was placed have been contacted. THe leadership replied back that they have been trying to get in contact with the guest since 10/23 and have not been successful. We have made another request for them to reach out.

      Customer Answer

      Date: 12/12/2023

      On 10/23/2023, I placed online pickup order. Order #: ********* My order was marked complete. Upon entering the store, my food was not ready. As I waited on my order, the male preparing it, was having a personal conversation with a female associate. He stopped, then started, then stopped again (making order). He then proceeds to walk over to a clip board with the same gloves he was preparing my breakfast sandwich with, mingles through papers on clip board. Then touch a black 3 tier cart, arranging items on it. Picks up a receipt. Then returns to making breakfast sandwich using the exact same gloves he just touched everything with. At this point my order has been marked completed for OVER 15 minutes. No acknowledgment, no sense of cleanliness, and no sense of awareness that people can see exactly what you are and are not doing. I then walked out. Called customer service to make a complaint. I also requested a callback. I have since contacted them 4 times and no one has ever reached out to me on this. Customer service confirmed that it was escalated several times, but still no attempt to reach me or provide any kind of apology. They said they have tried to contact me but there are NO CALLS OR EMAILS FOR PROOF. Guest care has also confirmed this. They have made zero attempts to resolve this

      Business Response

      Date: 12/12/2023

      We will reach out to the cafe again about this and ask them to try reaching back out to her on the contacts she's provided us with on her reported experiences and cafe visits since October. 

    • Initial Complaint

      Date:11/14/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I believe I was hacked on Saturday. I received 4 emails saying my Panera account was changing password, address, email address and phone number... But thought it was just an error. I tried to use my card/sip club this morning and there is no longer record of my phone number. I called customer help line and was told it will be escalated but could take 3-4 days. I don't think that's acceptable being that this involves my credit card and sip club that I am paying for and can not use. I would appreciate this be taken care of expeditiously and not take 3-4 days.

      Business Response

      Date: 11/14/2023

      Good afternoon,

      ********** has received this message. The guest contacted our team this morning about the concerns, and the case was escalated for leadership to look into. We will contact the guest for resolution. 

      Thanks!

      Em

      Panera Bread ********** Leadership Team

      Customer Answer

      Date: 11/15/2023

      Complaint: 20867778

      I am rejecting this response because:
      I was told they have put my panera card back in my name and to change my password.  Something is still not right or linked in my account.  The password link never shows ** in my email when I use the reset password link.  Very concerning,,, as I said before bc my Credit Card is linked to the account and I am still unable to use my phone number for sip club.


      Sincerely,

      ***********************

      Business Response

      Date: 11/15/2023

      Guest was sent a temporary password to their email address through case 03866607.

      Customer Answer

      Date: 11/20/2023

      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

      Date:11/06/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      The morning of Friday November 3rd, 2023 I placed a website order for a loaf of bread ($5.79) to be picked-up 12:55 pm at **** **** *******, St Paul, MN 55116 ***** ******* this order was prepaid on my credit card ending: ****. I received a text message reminder that my order was ready for pick-up when I drove to the location (4.3 miles away from my home) the cashier could not find my order, it took inquiries by other employees. I saw my order / bag found in front of the store it had been "Ripped" open and the contents were taken or eaten. I was LIED to by the store who told me they were out of my bread type. They did not bother to Bake another or replace it as they had FOUR Hours (4) from my 9am online order. They did not bother to call and tell me they were out. I also discovered that my bread was "Taken and/or Stolen" by the store and re-sold to make expensive deli sandwiches for a very Gluttonous over-crowded restaurant. That's also called theft. I did see my receipt on the floor, neither the cashier nor the Idiot store manager DID NOT APOLOGIZE to me!! I drove total of nearly ten (10) miles roundtrip for nothing!! I called the Corporate Number to make a Complaint against this store.

       

      LOCATION INVOLVED:

      **** **** *******, St Paul, MN 55116 ***** *******

      Business Response

      Date: 11/07/2023

      Hello, 

       

      This guest did contact our team regarding this issue. This was shared directly with the leadership teams that oversee the cafe location for immediate addressing. While we can not promise the manager will contact the guest and apologize, we can assure this was addressed. I also can confirm that the order was refunded in full. The funds should reflect within the next 7-10 business days. A $10 reward was also added to the guest MyPanera account for the inconvenience of this all. 

       

      Thank you, 

       

      ****

      Customer Answer

      Date: 11/09/2023

      Complaint: ********

      I am rejecting this response because:      Of the disgusting nature in which Panera in St. Paul, MN conducts its' business by Lying to customers!

      They had four (4) hours to call or text me to say they were out of product but did not instead they took my pre-paid money and never apologized!

      This is a horrible business that I will never return to.



      Sincerely,

      *** ********

      Business Response

      Date: 11/09/2023

      We're sorry to hear the guest's response and will share that with the team that oversees the Saint Paul location so we can work with them on training. 

    • Initial Complaint

      Date:11/03/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      Hi, about a month ago, I had an awful experience at the Panera's in **********. I called to complain. I was given a 15 reward. However I was never able to use it. Every time I tried, it didn't work. I called a couple and was told someone would look at it from technical support and would hear back from someone. I never heard back from anyone.

      *****************
      Normal
      IL
      61761

      Business Response

      Date: 11/03/2023

      We can extend the lifespan of the rewards if needed since they are still good for another month. But will will check with the tech team on the status on this issue and follow up with the guest. 

      Customer Answer

      Date: 11/13/2023

      Complaint: 20817966

      I am rejecting this response because: they never contacted me



      Sincerely,

      *************************

      Business Response

      Date: 11/14/2023

      We're sorry that no one has reached back out to him yet. We going to be reaching out to the guest with a alternative resolution for now. 

    • Initial Complaint

      Date:10/31/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I visited your restaurant, as evidenced by the attachment. Your staff purposely refused to give me the Kitchen Sink Cookies I ordered. There was no interaction. They also purposely ignored an old man, who needed their assistance. It took 13 minutes to get my order together. As such, I am very upset with the service at your location. You need to run the cameras and return the $27.15 for failure with performance of duty.

      Business Response

      Date: 11/01/2023

      We will reach back out to the guest to work on a resolution. 

      Customer Answer

      Date: 11/02/2023

      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,

      ***************************

    Panera Bread Co is NOT a BBB Accredited Business.

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