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

Name: Panera Bread Co
Address: 3630 S Geyer Rd STE 100, Saint Louis, MO, 63127-1234, USA
Telephone: (855) 372-6372

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

Customer Complaints Summary

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

If you've experienced an issue

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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:07/23/2025
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.
Me and my family signed up for the *** club promo to try 2 months. This includes me, my fiance, and 3 boys. Well we cancelled a few days prior to the end of the promotion but was unfortunately still charged. I called and they said they would process a refund but my children and wife needed to each contact them to have it done on their accounts. They all did so will I supervised them and each was told the same thing they told me. Well we waited for some time and only received 2 out of 5 refunds. I called back and was told they cant see for which accounts was refunded, they didnt know what to do, and was told it needed to be escalated. I dont know whats happening but we just want the money we was charged back and we will be on our way. They keep saying were not allowed to make multiple accounts even when we havent made multiple ones for ourself.. we all have one individual account. We have done nothing wrong but still havent gotten reimbursed for a mistake their system made.
Business Response
Date: 07/23/2025
Good afternoon,

Under the phone number ************. 5 accounts are under one name, then each other name has 2 separate accounts. Totaling in 11 MyPanera accounts rather than 5. The email in each account was slightly adjusted, which is why multiple accounts were able to be made. Two refunds have been processed. However, 3 of them were denied due us submitting refunds for the same name. The guest will have to dispute the charges.
Thank you,

Panera Bread.
Customer Answer
Date: 07/23/2025
Complaint: 23642101

I have reviewed the business' response and am rejecting it because: we have only made one account each. One is for me ******* one is for my oldest son ****** *** my middle son Malaki, my youngest ********, and my fiance Alexus. The refunds submitted was for the each of us and only me and my oldest have the same name.

Sincerely,

****** ******
Business Response
Date: 07/25/2025
Good afternoon,

There are 5 total accounts under the name ******* * under ********, * under Malaki and * under Alexus. The previous accounts under those names all signed up for the subscription on the same date and cancelled once the promo expired. The same thing happened this go round except the subscriptions were not cancelled on time. We refunded two under ******** and Alexus, but the other 3 were denied. You will need to dispute those charges.

Thank you
Customer Answer
Date: 07/25/2025
They didnt refund each of us like we was told nor did they give valid reason. They said we have multiple account when we didnt we have 5 accounts total and 1 individually. No where in their terms of service does it state a certain amount of family members can make an account. We just want the refunds for the charges in which was not authorized to be initiated. We canceled our subscription prior to the day we was charged and the customer service representative confirmed that with me. All we want is the money back for the charges we didnt authorize to occur and we will never speak or shop with them again.
Initial Complaint
Date:07/14/2025
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.
When I was placing my online order, I received several notifications regarding a free trial of the *** club membership. Not only did it say pay $0 today!, but it said I will not be charged until August. It was supposed to be a month free of the service, effective immediately. When I agreed to the trial, it charged me $16.23. I subsequently have refused to use the membership and would like a refund and immediate cancellation. I feel scammed. Upon researching this online, it seems to be a common occurrence with this company. I contacted customer support through email, and they refused to assist in the manner.
Business Response
Date: 07/15/2025
Hello,

Both a cancellation and a refund was submitted.
Initial Complaint
Date:07/08/2025
Type:Service or Repair 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.
**************** is nonexistent. It took over 30 days, 6 phone calls, 10 emails to get my refund back from this company. Its absolutely insane how they handle customer service and how they dont want to make things rights by the customer. I asked to speak with a supervisor or management to each person and they told me I cant do that, its via email online. I was never contacted back from a supervisor. The teeth pulling and multiple trouble tickets I had to go through was absolutely insane. It shouldnt be that hard to make things right.
Business Response
Date: 07/09/2025
Thanks for sharing this with us and we're sorry to hear about the Guest's frustration with the refund process since we had to work with the overseeing franchise of the location she visited to help facilitate the refund. We've asked that a member of that team reach out and touch base with her since they would be the best equipped to answer her questions on the process.
Initial Complaint
Date:07/02/2025
Type:Service or Repair 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 called the **************** at ************** and pressed 5 and then # to speak to someone. All 3 Employees from the *******************************, ******** And ********* **** up on me and made it mandatory to speak to them when I told them I needed a supervisor. ******* was the worst of them all and didnt give me a chance to respond to his threat to hang up on me. He said well if I dont have a reference Im going to have to disconnect this call have a good day, than hung up. Completely Unprofessional and it shouldnt be this difficult for a customer to speak with a supervisor.
Business Response
Date: 07/02/2025
Panera ********** and *** associates have attempted many times to work with and appease this guest and have been met with abuse, vulgarity, and harassing and upsetting phone calls and text messages sent to our employees personal cell phones whose numbers are being obtained surreptitiously by this guest.

Over the years he has attempted to hide his identity when speaking with us and demand to speak with Supervisors and Managers while not giving the initial person assisting him proper information about who he is or what he is contacting us about.

When he refuses to give this information, our front line agents have been instructed to let him know they're here to and capable of assisting him and happy to do so but will not be able to escalate the call without further information.

This is "threat" the guest is referring to before we disconnect from his calls. Due to this guest's harassing behavior, we will no longer be engaging with him out of respect for our Team members to shield them from his abuse.
Initial Complaint
Date:06/24/2025
Type:Delivery 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 ORDER 10 DOZEN BAGELS EVERY MONTH. I PLACE THE ORDER THE WEEK BEFORE SO THEY HAVE PLENTY OF NOTICE TO HAVE THE ORDER READY. THE ORDER IS SUPPOSED TO BE READY AT 6:30 AM. IN THE MONTHS OF APRIL, MAY AND JUNE I RECEIVED EMAILS AT APPROXIMATELY 6:15 TELLING ME THE ORDER IS READY. WHEN I GET THERE, THEY HAVEN'T EVEN BEGUN TO WORK ON THE ORDER, AND IT ISN'T READY UNTIL ALMOST 7:30. SO I HAVE TO WAIT FOR AN HOUR AT THE STORE FOR THEM TO GET IT READY. EVERY TIME THAT A CUSTOMER COMES IN, THEY STOP WORKING ON MY ORDER, AND WAIT ON THE CUSTOMER. IT HAS CAUSED ME TO BE AN HOUR LATE FOR WORK EVERY TIME. I HAVE CALLED AND LEFT MESSAGES FOR ****, THE GENERAL MANAGER AT THE ********, ******** LOCATION AND HE WILL NOT RETURN ANY OF MY CALLS. I CALLED THE CORPORATE OFFICE, AND THEY STATED THEY WOULD ESCALATE THE ISSUE, BUT COULD NOT PROMISE THAT ANYBODY WOULD EVEY CALL ME BACK. I WILL GO DOWN THE STREET AND PICK UP DONUTS FROM NOW ON.
Business Response
Date: 06/25/2025
Thanks for sharing this with us and we are looking into the call she just had with us on case ********. We've shared what she told us with the overseeing operations team for the ******** location and requested a member of that team reach back out to her about this.
Customer Answer
Date: 06/25/2025
Complaint: 23513041

I have reviewed the business' response and am rejecting it because: when I called them, they stated repeatedly that they could not guarantee that anybody would call me, or that any resolution would happen. Their response only states that they have passed the ***** and asked somebody to call me. They do not state any resolution other than telling somebody to call me. No resolution to the problem has been stated.

Sincerely,

***** *****
Business Response
Date: 06/25/2025
Good morning,

Although we can not guarantee a follow up, we have requested it with the team. Our team is able to provide a resolution. However, the resolution that was desired when we initially received a contact was a follow up from the leadership team. While this put us a bit behind the 8 ball we are doing what we can in hopes that they follow up with the guest. If there is any other resolution that is desired we are more than happy to assist.
Customer Answer
Date: 06/26/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** *****
Initial Complaint
Date:06/21/2025
Type:Customer Service 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 am trying to reach the corporate office I found an unused gift card.I am wanting to get it back to its owner.I have called in about this multiple times with no proper help and recieved lies from the employees.The corporate office needs to contact me
Business Response
Date: 06/23/2025
Thanks for reaching out to us about this. We can see that ******* has reached out to us about this before back on case ******** back in April when he found this card at a Grocery store. Unfortunately, Panera is not responsible for lost or stolen cards. If a gift card is sold by a third party we do not have access to see who the card was purchased by.
Customer Answer
Date: 06/23/2025
Complaint: 23499781

I have reviewed the business' response and am rejecting it because:

The panera employee i spoke to said that specifically told me that i would get a call or email from a specialist who handles this and that also when i am contacted the specialist will provide me a plan on how to get it back to the owner
I have waited for them to contact me.
Now panera is telling me that this is all a lie and that their employees lie to customers because they cant admit the truth
Business Response
Date: 06/23/2025
Hello,
We have created case number ******** and escalated to our Gift Card Team.

a Gift Card Specialist will be following up with you within the next 2 to 3 business days. We appreciate your patience!
Customer Answer
Date: 06/24/2025
Complaint: 23499781

I have reviewed the business' response and am rejecting it because:

Panera has openly lied multiple times about this case and has no proper handle on its company or employees.
A 0 star rating will be applied to panera and negative marks against the company will also be put in place.
Due to the massive failures, disrespect, and dishonorable actions of this company, i recommend that the company be shut down and put out of business.
There is no room in this country for this type of disrespect and dishonor towards its customer base as well as how the ********************** runs itself.

The BBB will close this case because its 2 rejections in a row and they dont have an understanding on how to manage themselves either.
Initial Complaint
Date:06/12/2025
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.
On 6/11/2025, I placed an online order for delivery from Panerabread. I didn't receive my entire order, and reached out to customer service. I received an email from ******* ********* for a $30 reward to my account for my experience instead of a refund for the $19 i spent. I replied to the email saying that I would accept the $30 reward. I have not heard anything else from panera bread, I have reached out again, and it seems I am being ignored at this point.
Business Response
Date: 06/13/2025
Good afternoon,

The agent she was corresponding with was out of when she responded. However, they did get back to them as soon as they were working again. The rewards were added to the account.

Thank you
Customer Answer
Date: 06/13/2025
Panera bread has honored their word and given me a reward instead of a refund and I am satisfied. I wish to close my complaint against Panera bread
Initial Complaint
Date:06/05/2025
Type:Service or Repair 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.
The transaction took place on June 5th. I ordered a strawberry frozen lemonade. Ive had issues at this location several times, particularly with the manager, StevenI believe thats his name. Hes consistently rude. When I speak on the intercom, he seems to recognize my voice and takes a long time to respond. This time, he took my order. The line was long, and I waited about six minutes due to how slowly things were moving. At the window, a young woman was preparing my lemonade and clearly didnt know what she was doing. She grabbed a cup that was too large, and ****** snapped, You should know what youre doing.= She asked how many pumps and what measurements to use. ****** eventually took over. The drinks consistency was off the top was frozen, the bottom liquid. I also ordered a ginger ale with my ******** membership. I gave my phone number, but the employee entered a different amount and didnt apply the membership. I asked if she could remake the lemonade since it was half liquid. She did, with ******* help, but the second drink was also watery. I then asked for a refund. Instead of helping, the young woman slammed the window shut, took the lemonade began drinking it in front of me, and said, I love lemonade, while sipping it for nearly a minute I had to beep to get their attention. The manager never apologized and was just as rude as usual I paid with Apple Pay, which wasnt working properly. When asked if I had the card, I said no. He gave me five dollars cash after I asked for the receipt I shouldnt have been treated this way no apology, no effort to fix it. I wont return to the ************************************ which is unfortunate because Im a ******** member. Due to the terrible customer service I want to cancel my membership. I also wasnt offered the complimentary treat shown on my receipt. Please cancel my ******** membership, as I no longer feel respected at this location. I used to visit almost daily ow Ill have to drive farther and may only go weekly.
Customer Answer
Date: 06/06/2025
****************
*************
NY *****
Business Response
Date: 06/10/2025
Thanks for sharing this with us. We did receive a call from the guest on the 5th via case 05799804 about her Strawberry frozen lemonade but this wasn't reported during the call. We'll have someone reach out to her to verify her account information since it appears she also has two accounts and confirm some data to cancel the subscription and see what we can do to help. This will be done via case ********.
Initial Complaint
Date:06/05/2025
Type:Service or Repair 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.
Panera bread in ****************, ** never gives croutons for their French onion soup. I know this is such a ***** thing to complain about but me and my husband order Panera often and never get the croutons. You're basically serving me onion soup and the cost of purchasing 1 cup of this soup is outrageous. We order directly from the app, from DoorDash. It doesn't matter. Your **************** store is cheating people out of their money. I highly recommend you look at the poor reviews. We live in a beautiful upscale area in upstate ** and this store is filthy/dirty, rude, unstocked and all the chairs/benches are ripped. We do not live in a highly busy area either, this store needs a total rehabilitation and the manager needs training,
Business Response
Date: 06/06/2025
Good afternoon,

We have created a case and a member of our gust care will be reaching out to the guest via email.

Thank you
Initial Complaint
Date:06/02/2025
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.
On May 30th, unauthorized amount of $133.19 was made on the the credit card I provided to Panera Bread as being a member of *********** As a part of the agreement my membership was on month to month basis with monthly charges $14.99 plus tax every month for the past 4 months. As mentioned above, my card got charged $133.19 without any notice. I immediately contacted Panera Bread on the May 31 ( when noticed the charge), spoke to ******** at 18:09 ( military time) who announced to me that my card got charged for a yearly membership ( that I never agreed to or signed) due to change in terms and conditions and the membership can be cancelled however the charge cannot be reversed. **************** was not supportive and when I asked when that contract was changed or "agreed on" by me she could not give me an answer. This is a credit card fraud, Panera Bread used my credit card information for unauthorized charges and upgrading my membership to one year without notification. I am a healthcare employee, my hospital has Panera Bread cafe onsite however it is incredibly dishonest and unethical to overcharge or charge unauthorized amounts to anyone especially hospital employees. This charge should be reversed and I want nothing to do with this company anymore for their fraudulent and shady contract practices. My bank was contacted as well.
Business Response
Date: 06/02/2025
Good afternoon,

Panera does not have authorization to upgrade a subscription plan. This has to be done on the guest's end manually as they have to agree to the terms and conditions before subscribing or upgrading. This guest upgraded to the annual subscription on 5/30 and cancelled on 5/31. The reason she was denied was due to it being used within that span. We went ahead and submitted a refund as a courtesy. In order to refund we had to remove the subscription from the account. If the guest would like to sign back up she will need to do so, since we are not allowed to upgrade or subscribe in any capacity.

Thank you.

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Panera Bread Co is NOT a BBB Accredited Business.