Panera Bread
reviews and complaints

Good morning, my order was incorrect i returned the entire order verified by a manager only to be met by another manger only trying to replace my sandwich i was not offered my sweet treat then i had to wait even longer for my replaced soup as my sandwich sat on the cutting board..if your receipt states accuracy matters this location may need to be retrained on the policy

Ordered a panini and it wasn't even warm or put in a panini press, upset considering it took 30 minutes to come out, when I told the server he just said "uh I guess I'll heat it up"? It wasn't even heated all the way through when he brought it back (neither was it a panini like the menu said) do y'all own panini presses? Apparently not? thanks;))

Got to store at 6:15am and ordered my Souffle. I didn't open until I got to work only to find the doe of the Souffle was gummy, not fluffy like a crescent should be. When I called back I was told they were just made that morning. I am a baker and I know when yeast doe is fresh or not. I am disappointed that they would try to recycle food for the next day.

I was in this Panera meeting a friend for lunch on January 2nd at 12:00 noon. When I got there I went up and ordered my food. It was freezing but I thought it was because the front door kept opening. After ordering my food I went to get a table and wait for my friend. The whole restaurant was freezing cold. The temperature outside was -24 degrees Celsius and almost as cold inside. Everyone had their coats on while eating. When my food was brought to my table I asked to speak to the manager. I complained to the manager about the freezing temperatures inside the restaurant. I was told the heat had been broken for a week and someone was coming in to fix it. She then apologized again and said there was nothing she could do. I suggested that she put a sign up on the door alerting customers that the heat was not working! At least then customers could decide if they wanted to eat in the cold or not. I also suggested that she offer all patrons free coffee or tea as a goodwill gesture. She didn't! She then asked me if I wanted a coffee. I accepted a coffee and my friend came over, having just ordered her food. I explained what was going on and suggested she keep her coat on because it wasn't going to get any warmer. The manager really did not handle this situation well at all.

I love your food and was looking forward to having a nice time with my friend but it was ruined because it was too cold to relax and hard to eat. My hands were very cold and so we cut our lunch short.

I was shocked at this situation from a company such as yours. Your food is so good. I am disappointed in how this situation was handled and hope that you can do something to gain my business back.

Thank you.

Sincerely,
Julie Wilson-Clements
Julie.[protected]@peelsb.com

We frequent our local Panera & do enjoy the breakfast sandwiches etc. They're very prompt in getting our order out to us.
We aren't the type who complain but the complaint we have is they almost never have the coffees, that are setting out, filled. When we mention they are out they're very slow in taking care of the situation. Maybe there needs to be an alert for them when coffees get so low to start another pot.
We enjoy going there & love the atmosphere there but it is frustrating to have the coffee issue about every time we go.

Sincerely

Susan Zerkel

I recently earned a free beverage reward from my panera card which included coffee, tea, or soft drink. I was very disappointed to learn I could use this to purchase a pumpkin spice latte or any other hot handcrafted beverages offered at Panera. I am a regular customer at Panera and purchase a variety of different items. I would like to see more choices added to the rewards program.

We are frequent customers of the Wilkes Barre store. Our number is [protected]. We were there this morning about 8 am for toasted bagels with cream cheese. Three bagels came out burned, the server said they kept getting stuck in the toaster. The one she placed in front of us was burned so we asked for another. When they came out, they were also burned. We couldn't wait any longer so we asked for our money back. After a lengthy process, we asked to talk to the manager who had no explanation, just brushed it off and said I'm giving you your money back.

We don't come to Panera for our money back, we come for a good meal and pleasant environment. After 10 am we received a call from Kerry, the next manger. I explained the situation to her and she totally pushed it back on us and said it was our fault. She said we had fabricated, lied and cursed at her staff. None of which are true. She insisted we had cursed at the server, which I blatantly denied and said that was a lie. I am extremely disappointed in the way your managerial team and staff handled this situation. Hope to hear from you, thank you for your time.

MARK FARRELL
[protected]

My name is Violet Cobb. I ordered food to be delivered from the South Penn location. My order was delivered on time and the service was outstanding.My soup was great, but then I opened my sandwich. The avocado on it was almost black and was gross. I understand it may be hard to keep fresh, but this was disgusting. It was a complete waste of money and was thrown away. Something needs to be done.

Date: 2/28/17
Check #: 213295
Location: Roosevelt Blvd, Jacksonville, FL

Last night I went to dinner at Panera Bread. This was my experience:
1. Ordered hot chocolate but couldn't get it because the machine had been broken for several days.
2. Ordered the Steak & Arugula sandwich. Asked for regular lettuce because I don't like arugula. The brought the sandwich with arugula and didn't offer me anything for the incorrect order. Couldn't get it on the bread that it came with because they were out. My order was for in house. They did it for take out.
3. All the tables were dirty so I had to track someone down to clean one off. It took over 10 minutes because they were short handed.
4. Friends ordered the Italian and was told they couldn't get a baguette because they had just enough left to use as sides. The bread they put it on was horrible. It because very soggy because it wasn't strong enough to handle the wet ingredients.
5, My dinner companion requested balsamic dressing and it was never brought to him. He had to go up and ask for it.
6. They were out of all the soups but one.

This was the worst experience I have ever had at a Panera Bread Co restaurant.

So I cannot check the balance of a gift card because it doesn't have a pin number on the card. This cannot be checked online or by phone since customer service does not answer the calls. It is not my fault you changed what information is on the gift card. I should not have to visit a location when finding out a balance. Guess you will lose my business.

This branch takes too much time to get a morning coffee. Is it the Panera practice to have one person waiting on the public taking orders while I see 2 to 3 other workers in the back prepping takeout orders. At 6 am I finally get to pour my coffee and the dark roast is empty. Is it the publics job to evaluate the urns to see how full they are? Meanwhile the young lady that waited on me is scrolling her phone behind the counter. It took me twenty minutes to get a breakfast sandwich and a coffee and spent almost $8.00!
Finally the lady that makes the sandwiches walked into the backroom and got me my cup of coffee while it was brewing. She is good.

Reporting food poisoning.

Panera Bread
Santa Ana
Cafe #203265
3941 S. Bristol Street
Santa Ana, CA - 92704
[protected]

Order number: 804
Order Date: Dec 20th
Time: 8:50 PM

Me and my boyfriend ordered 1 Bowl Turkey Chili and 1 Thai Chicken Salad. We ate around 10PM. That night my boyfriend had chills, diarrhea and nausea, and had to call in sick the day after. He spent the entire day in bed.

December 28, 2017 Rapid Pick Up Order
Cafe Order #995408
Order two Brioche Egg and Cheese sandwiches looking forward to the running egg. One sandwich the yolk was already broken and covering the bottom of the container. The second sandwich was over done with very little running yolk left. I was very disappointed but ate them anyway because I wasn't able to take them back to Panera.

I do not know if Panera now employs incompetent cooks or incompetent counter clerks but any request for over-firm eggs on a breakfast sandwich is met with a stare of incredulous disbelief.

They try to give the impression that if Panera wanted to give you over firm eggs, they could do, but they are not allowed to deviate so wildly from the company menu.

I think we should start a non-profit to raise funds to give Panera training in how to make over firm eggs. It is so sad that they cannot do it already,

A co-worker and I went to the Panera Café in Lansing (5212 W Saginaw Highway, Lansing, MI-0743). This Panera restaurant is one of our regular choices for lunch. I ordered my usual soup and a drink. On this day I chose Baked Potato Soup and requested a substitution of Asiago Focaccia for the French Baggette. The cashier seemed to struggle with this substitution--I have made this order substitution for several years and the occasional new employee will struggle but get it right. The cashier informed me that this would cost extra. He sought assistance from another cashier who explained that the only way they could do this was to charge additional for the bread. Not wanting to make a scene, I agreed to pay the additional--even though I did not believe this to be right. Upon paying and moving to the beverage area, the cashier approached me and informed me that it is Friday and they do not have baked potato soup and asked me to select another soup. I returned to the order area and looked at the soup list on the menu board and ordered another soup (baked potato soup WAS on the board as a choice). returning to finish the beverage service, there was a discussion that included explatives from persons working in the kitchen area regarding persons not having changed the menu signage. When my meal was delivered I complained to the server about having had to pay for the bread, who informed me that I didn't pay extra for the bread, even after having shown her the receipt (see attached). I then gave her my Panera card, as I will not be returning to Panera, there are plenty of other choices in our area to eat. I don't normally complain but I am a business person and would like to know if my employees were providing, what I would call sub-par service.

This store recently moved from inside the Lansing Mall to an out building. Many of us that work in the area were very pleased with this move as sometimes it was difficult to find parking during busy times for the mall (Christmas), however, since the move, the store has been getting a reputation for poor service. I thought you would be interested to know why this customer will not be returning to this store.

The pavers bread app constantly says that it can't charge at this time or there's an issue and it says it saves my card numbers but but when I go to pay it says there's an issue. This is a reoccurring problem and I would not be submitting this message and taking the time if it wasn't. This problem is extremely frustrating and aggravating and prevents me from wanting to use the app or buy the food because I don't want to have to deal with the hassle. Please make an update for paying through the app

Our Panera located in Ormond Beach Florida used to be located in a The Trails shopping center. It has since relocated to Granada Blvd. Since the move we have gone to the new location 7 times, tonight being our 7th try. This time we tried the rapid order. EVERY single time we have gone something has been wrong with the order! Every time I tell my family we will not return. We tried again tonight and when I arrived and ran in to grab our rapid order off the shelf there was no order to be found. I asked the person behind the counter who went back to find it. After about 5 minutes he returned and told me they were out of Broccoli Cheddar soup! Really? It was only 6:30pm. He found the manager and she came up and refunded my money for the Broccoli Cheddar soups without even asking me what I would like to do. I told her to give me a full refund. She said "ok, the order is cancelled and you will see a refund in 1-2 days." No I'm sorry, would you like something else nothing at all! We will NEVER again return to our location.

I have been a member of Panera since it opened in Willow Grove, PA. I now live in Gainesville, FL and frequent Panera most weekends. I have never received emails notifying me of rewards and other news. When I have tried to log in with my email it will not accept it and I don't understand why. It is the email I use all the time.

Can you help with this frustrating experience. I would really like to get emails. Also, it's very difficult to find a way to contact you. I spent about 15 minutes navigating various websites until I accidentally came upon this one. Thank you.

I ordered a thai chicken salad tonight (12/19/17) at Panera Bread in Omaha, NE on 180th and Center. Unfortunately, when I got home, I realized my Thai chicken (emphasis) salad had no chicken on it! This is unacceptable — it is my favorite part. I am very dissatisfied with this. My order number was 945644. On the receipt, it appeared as if no one checked my bag to make sure the order was correct either. This is NOT the Panera I know and love.

I went into Panera yesterday, Monday 12/18/17. I saw a delicious looking Choose two items which was Bistro French Onion Soup, the picture showed this wonderful bowl of soup, including croutons, on which was placed grated cheese. The other item was a wonderful looking half sandwich made of white cheddar and steak on panini bread. The bread looked so yummy, and there was plenty of meat on the sandwich in the picture . . . When my order was delivered to the table, it was all I could do to keep my chin from hitting the table I was so flabbergasted at what I was being served. The "bowl" of soup was only two thirds full, and it was minus the croutons. I don't know of anyone who serves French onion soup without croutons. I am mystified as to why the soup I was served did not look like the picture on the menu board., and it was just a partial bowl. Now let's talk about the sandwich that was brought to me. The bread in no way looked like the panini bread in the picture, it was extremely flat, and there was a large black burn mark on the side that they placed down next to the plate, obviously to hide this burned sandwich. There were only perhaps two very thin slices of beef, and I could not detect any white cheese on this sandwich, whereas the menu board showed a sandwich bursting with multiple pieces of sliced beef. I paid $12.97 for this meal, which included a medium drink. There is no Earthly reason for any restaurant to engage in this kind of "bate and switch." They need to be serving food that is representative of what the menu board picture looks like. Frankly, the poor food I was served should not have cost more than $7.00. I am not going to return to this restaurant, they are little better than out and out thieves . . . I don't like it when a restaurant feels free to engage in the deceptive practice of showing the food as one thing, but actually serving a downgraded version of the meal. I should have contacted the manager at the time, but it was just after 12:00 PM and they were exceedingly busy.