Panera Bread review: Breakfast rapid pick up and manager’s response to request for refund

I ordered breakfast for 9 people in my office for rapid pick up on Friday, August 23, 2019. I picked it up, but Panera forgot to give me the coffee tote I paid for (approx. $17.00). Also none of the sandwiches or wraps were marked or put in a separate bag so we had to open up each of the wraps (which all looked alike ) to try to identify them. Lastly, one of the orders was for a Chipotle chicken wrap with the avocado on the side. They did not put in on the side and left it out altogether. They also didn't identify that sandwich with the name of the person even though I gave them the name when I placed my order online.

I told all of the above to Tirene Jones, the manager on duty when I came in on Sun., Aug. 25, 2019 to obtain a refund of the coffee tote. Ms. Jones said they don't mark sandwiches for breakfast - only for lunch. She then proceeded to try to refund me $3.00 when the tote was $17.00. I told her I bought an entire coffee tote, not one cup of coffee. She then refunded the entire rest of the order ($70.24) when I only asked for a refund of the coffee tote, apparently because she didn't know how to refund just the coffee tote. I told her I didn't want the entire amount back, to which she stated she doesn't know how to give me the money back for just the tote. Thus, through no fault of my own, I didn't pay for any of my breakfast order. If someone from Panera contacts me who knows what they are doing, which apparently Ms. Jones does not, I will gladly come into the store and pay for my breakfast order, which is all I asked for in the first place.

Additionally, Ms. Jones had very poor customer service. At no time did she apologize for the store getting my order wrong or my inconvenience in having to come into the store to get a refund. I was surprised by her attitude because I am a long term Panera customer and I have found most Panera employees to be courteous with good customer service.

Thank you.
Wendy Byndloss
Phone #: [protected]