Complaints

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

close

Find a Location

Panera Bread Co has 650 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Panera Bread Co

  3630 S Geyer Rd STE 100 Saint Louis, MO 63127-1234

• 

  Panera Bread

  2209 Cloverdale Ave Winston Salem, NC 27103-2301

• 

  Panera Bread

  6550 Miller Lane Dayton, OH 45409

• 

  Panera Bread

  7622 Highway 70 S Nashville, TN 37221-1705

• 

  Panera Bread

  2000 Mallory Ln Franklin, TN 37067-8209

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.

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  charges to my account for a *** club membership renewal that I never used. I signed up for a free three month *** club and used it maybe 3 times in the three months. It auto renewed for months before I realized. I reached out to Panera Bread thinking this would be a fairly easy fix as I have encountered auto renewal issues with *****, ****** and several other large companies and had no issues resolving them. I understand ****************** however I do not believe that should be something a large company should base all decisions making on. I have been charged $74.47 for months of a service I have not utilized at all. The ***** number has basically told me there is nothing Panera will do and I do not believe that is a fair business practice. Consumers make mistakes with all of the options we have these days we shouldnt be punished or have our money held by a large corporation for a simple mistake regardless of what terms and conditions may say. Email address is ********************* on Panera account

  Business Response

  Date: 03/13/2025

  Good morning, 

   

  We have an email chain with the guest currently where a supervisor on our team has denied the refund. We apologize for the frustrations, but per the terms and conditions we are not able to provide refunds for sip club renewal charges. 

   

  ****

  Panera Bread

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 2/21/25 I placed an order with Panera bread it's actually my first time trying it from the get go things we're kind of wonky because I placed an order online picked a time and as I was going to pay I was unable to because they were running behind and I had to pick another time not a big deal so I get there maybe 3 minutes early not expecting my order to be ready so I just stood in the pick up line I don't know if the cashier was overwhelmed because she was the only person up there taking orders and handling pick up orders and a rush of about 50 people just stormed the place but she was kind of rude but being a public service worker myself I'm not upset with her but with her management I mean you have people Every five seconds rudely throwing a phone in your face not even bothering to greet you is really demeaning plus a line full of those expo freaks from the convention center acting like Panera is the first sandwich shop they ever been to it's all stressful management could have helped her anyway on to the food it was a disaster the zesty beef I couldn't eat it there had to be an entire jar of hot peppers on there the bacon chicken ranch was good in flavor but one side had chicken the other side was bread cheese and bacon bits and the other sandwich was missing the sopressata! I talked to the manager ****** ****** he was nonchalant kinda blew me off. I didn't eat the third sandwich til after I spoke to him but I emailed him back saying the chicken sandwich was missing the sopressata that was two days ago never heard from him again as I said this was my first time but it was also my last time you guys are terrible!

  Business Response

  Date: 02/25/2025

  Thanks for reaching out and sharing this with us. We've created case ******** for this on our end. We're going to share the guest's feedback with the appropriate parties within Panera and with the team that oversees the ************* location. That way we can bring about some positive change within the location. For the hassle we've gone ahead and issued a few ********** rewards to her account and they will be valid for 60 days or until used. They'll need to be used in full though since they don't give change. If the guest has any further questions or concerns on this issue she can reach our to us directly at  ************ or through our Guest portal on the Panera site. 

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There were 3 fraudulent charges from Panera Bread in 3 different states on my credit card in one day. I informed Panera Bread customer service the day it happened. Only 2 of the 3 fraudulent charges have been refunded, and Panera's customer service is refusing to refund the 3rd charge. I am requesting a refund for the the 3rd charge ($49.82).

  Business Response

  Date: 02/24/2025

  Thank you for making us aware of the issue. The 3rd charge is not something that we can personally assist with as the charge originates from one of our ****************** that we do not have access to their financial system. Our Refunds Coordinator did advise the guest to dispute the charge with their bank and had added a $20 Reward to their MyPanera account for the frustration. We are unable to assist further and could advise the guest to contact their banking institution. 

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 eGift Card order, order No. ****************, for face value of $200, actual cost is $160. under account: **************** phone number ************, Panera Member No. ************. on Feb 14th, by Amex credit card ending 4008. The eGift Card receipt email is the same, ***********************, my credit card was charged immediately but over a week, I haven't receive any email confirmation neither the gift card information email. Already contacted the Panera customer service multiple times, 3 times on Feb 14, 2025, once on Feb 25, 2025, once on Feb 20, 2025. No solution yet, the Representation over the phone keep telling me that the case was escalated but no solution after one week.

  Business Response

  Date: 02/20/2025

  Thank you for brining this to our attention. The guest's Gift Card has been sent by our Gift Card Team. The Guest happened to call back today 2/20/20 and confirmed that the Gift Card was received. 

• Initial Complaint

  Date:02/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 **** I'm so sorry you did not have the opportunity to enjoy your bonus card. The bonus cards are only valid during the redemption period printed on the card (January 1st - January 31st, 2025), and cannot be extended, replaced, or exchanged after the expiration date has passed. Thanks for reaching out. Have a great weekend. Sincerely, ***** Panera Bread Guest Care --------------- Original Message ---------------From: ************ [******************************]Sent: 2/13/2025 10:28 AM To:Subject: Case reference [05534517]Each Holiday Season, I purchase gift cards for my staff, Often, I in return receive the Bonus Card, this season I have four $10 Bonus cards. I went to use the cards, and I was told I could not use them, they must be used by 1-31-2025. I purchased 12-20-2024, and now I can not use. Very upset / complaint. I have run into similar issues with others, yet they were willing to honor the cards. I would like for your assistance to hone the cards, thank you.thread::tIHhjkAYe4qtN2hkhvCBZD4::

  Business Response

  Date: 02/18/2025

  Good afternoon, 

       Our agent was correct in saying that our bonus cards are only valid for a set date range, in this case, its from Jan 1st - Jan. 31st. This information is printed on our bonus cards. Due to the terms and conditions of the bonus cards we are not able to renew, extended, or replace unused bonus cards. We're sorry for any frustration that may have caused the guest.

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Stop emailing me. I never signed up to receive anything other than receipts for orders.

  Business Response

  Date: 02/18/2025

  Good afternoon, 

       A quick search revealed no prior contact from the guest, in addition no MyPanera rewards account was found with the provided information. Case 05549335 was created and this issue has been shared with our Tech Team for further investigation. 

  Customer Answer

  Date: 02/19/2025

  Before I accept or reject Panera's response, I have attached two screenshots of the emails I am talking about so it is easier for them to track on their end. Where can I attach them?

  Customer Answer

  Date: 02/19/2025

  Here are two messages I am referring to if that helps for Panera to see it on their end.

• Initial Complaint

  Date:02/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 on-line order with panera at *******************; **************. my order went thru; money was deducted from my bank acct. upon arrival i was told that the PICK 2 order with the broc cheddar soup wasn't available. i did not receive kick-back during the on-line placement of the order and i did not receive a phone call/email indicating such. my customer info is on-line w/them as a member. they handed me the bag as if my order was complete. i asked for a mgr and was at first told there wasn't one. when i pressed, one became available (********). she came to the front, offered me a stand-in which i did not want. the order was for two different people and the one person WANTED the broccoli soup. i was in a rush for a mtg so i couldn't wait for them to fire-up a different soup (that i didn't even want). i asked ******** since they messed up and admitted it if i could TAKE THE FOOD and not be charged for it. ******** said yes, and that she would remove the charge. to date, she has not. i called panera CSR line ~3p the same day and spoke with **** who refused to let me speak with a mgr. finally, ********* who identified himself as a mgr said that for the INCONVENIENCE he would offer me a $15 digital reward for my order which was valued at $21.16. then he reneged on the $15 when i told him that ******** was SUPPOSED to credit card. as of today, there is still a $21.16 charge on my card and i have no digital coupon. i know this location is struggling but how can you have **** telling customers one thing and not carrying thru. how can you have a corp csr pulling back on an offer? since identifying info is required for on-line orders, WHY didn't someone immediately contact me to say that they didn't have the broc soup? there was a woman who came in behind me to PICK UP her order and she was supposed to have broc soup as well. she walked out looking disgusted. something needs to change. my asian salad was soggy too. panera needs to be accountable to customers.

  Business Response

  Date: 02/14/2025

  Good afternoon, 

       I was able to locate the case from 2-7-25. I confirmed that a refund was submitted by our agent for the full amount of $21.16 during the call. The refund process can take up to 30 business days, the actual timeframe will depend on their individual bank. Additionally, I will reach out to the guest through the existing case to the email address we have on file. 

  Customer Answer

  Date: 02/18/2025

  Complaint: 22941775
  
  I have reviewed the business' response and am rejecting it because: I want the BBB to ensure that the refund is provided to me because according to my banking institution it should only take on average 3-5 business days.  Twenty one is a little too long with today's technology.  Once the refund is received, if received, then i will respond accordingly.  I believe that i also indicated that the $15 which was offered should still be extended.  who gives something as a consolation and then snatches it away?
  
  
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 arrive at this location today at 8:15am to order a tuna sandwich on croissant and a salad, however I ended up leaving with nothing. After attempting to place my order at the kiosk, I approached the counter to ask the woman at the register is croissant bread is still an option for sandwich bread, she said yes. I let her I know I didnt see it on the kiosk and asked her if I could order through her. She said yes. I asked for a half and half and she stopped me by saying you cant get a lunch sandwich on croissant you can only get breakfast on croissant. I thanked her for her time and left the store. Im not sure when Bread Co changed this. Ive been ordering the same thing for years.

  Customer Answer

  Date: 02/05/2025

  St. Louis Bread Co. ************************************************

  Customer Answer

  Date: 02/06/2025

  ******

  Business Response

  Date: 02/07/2025

  Good afternoon, 

   

  We received a contact from this guest on 2/5. We sent a detailed report of her experience to their operations team and we went ahead and added 2 single use $20 rewards to the account she made recently. 

   

  Thank you.

  Customer Answer

  Date: 02/07/2025

  Complaint: 22896586
  
  I have reviewed the business' response and am rejecting it because:
  Why does this require a response? The business has not said anything yet. What am I responding to exactly?
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 for us for my wife and I for delivery on 12-18-24. The order total was supposed to be $37.53 ******************* was charged this amount.The following day, **** Eats charged my **************** card ending in ***** in the amount of $46.58 on 12-19-24 for this order. Their transaction reference number is: ****************** We are beyond frustrated. I have spoken with a manager at the Panera store location (****************************************) who said that he could see what had happened and what the problem was- and that it had to do with the email address. We were told that it was going to be resolved and nothing has happened. We never heard from anyone again. We contacted Panera through their guest feedback form and they said to reach out to the delivery company. This order was placed using the PANERA app and the company is taking no responsibility for the duplicate charge. We like your food and if you look at my history we've ordered it for years and had it delivered to my father in ** with no issues. However, we absolutely refuse to pay for the same meal twice- with one of the charges being a higher rate than what we ordered.I can attaching a screen shot of the duplicate charges with this complaint.

  Customer Answer

  Date: 01/31/2025

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

  Cafe #******

  Customer Answer

  Date: 01/31/2025

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

  Cafe #******

  Business Response

  Date: 01/31/2025

  Thank you for making us aware of this issue. I have spoken with the guest via phone and we will be escalating the Charge of $37.53 to our refund Team for processing. The Duplicate charge was from **** Eats and we are not affiliated with that company and any refund on their end would have to be initiated by them or the guest can dispute the charge. 

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 requested a refund after an extended wait for my food. There was a verbal altercation with the manager at the drive thru about getting a refund. He refused to give me my money back or the product but instead gave me a coupon for a free drink. I had to call the police and was advised that they were still refusing to give me my money and that they tried to give me my food. This is a lie. It doesn't make sense for me to take a coupon but not my food. The officer advised that this is a civil matter. I have had to cancel my bankcard because the employee walked off with my card and I do not know if he has my card info. They did try to send the food with the officer. I refused the food because I do not know what they could have done to the food. I have the right to receive a refund if I do not want an item. This establishment stole from me and I just want my refund processed.

  Business Response

  Date: 01/29/2025

  Good morning, 

   

  A member from our guest care team will follow up with the guest to assist with a refund. 

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********** *****