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.

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  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 Co

  2924 E Broad St Columbus, OH 43209

• 

  Panera Bread

  6550 Miller Lane Dayton, OH 45409

• 

  Panera Bread Co

  10500 Ulmerton Road # 826 Largo, FL 33771

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:02/26/2024

  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.

  My wife was opted into an auto-renew subscription for Panera’s “Sip Club.” She had signed up for a free three-month trial and did not authorize an auto renew. We have been charged $12.22 monthly since June 2023 (8 months). We have attempted to rectify this with Panera and they have refused to refund us the charges. My wife had believed to have cancelled the trial, and had not added a payment method in the app to continue the subscription despite regular and numerous notifications to do so (i.e., she believed she had appropriately cancelled and, additionally, further assumed cancellation since she had not added a payment method). We only learned that the subscription was active because of an ***** Pay notification today on my wife’s phone (we had never received one of these for the subscription previously). We feel this auto renewal was not explained and highly deceptive.

  Business Response

  Date: 02/26/2024

  Upon Enrollment a valid form of Payment must be entered in order to begin the Free Trial period.  Also on the Enrollment Page are dates visible on when the trial would end with the date of the first charge.  Guest would have had to cancel their subscription prior to that date to avoid any charges.  

  Customer Answer

  Date: 02/29/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  We never specifically selected a payment option to enroll in the auto-renew. We were told by customer representatives (******* and ***** - we had to call twice because our first call was ended by the representative) that the auto-renew feature is selected by default the time of trial subscription signup. This auto-opt-in was not obvious and, as we understand, not legal (certainly not ethical). 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 03/01/2024

  Upon signing up for a subscription a payment method is required and a guest can use ***** pay, a credit card or a saved gift card. If one is not entered and set as default the subscription won't even start and they will get a error. Above the "Start my subscription" button there is a posting of the Terms and Conditions is listed and that the monthly auto renewal will go into effect after the expiration of any applied offer at sign up. Due the terms and conditions being agreed to upon sign up and the guest not meeting the requirements for a Sip Club refund we will be unable to process a refund for this guest. 

• Initial Complaint

  Date:02/17/2024

  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.

  2 months ago or so Panera bread was offering 20 percent off on $50 panera bread giftards. I bought 3 of them for $150 thinking I was going to get 20 percent off on each card but after 2 months or so when I tried to use my bonus $10 from each card I found out that they expired this New Year. This is " False advertising" and should not tricking people to buy panera bread giftcard if they are going to expire.

  Business Response

  Date: 02/20/2024

  The guest has reached out to us on case ******** about the Holiday bonus cards/coupons. We have apologized to the guest and advised the guest of the posted expiration dates on the promotional bonus cards and how they were labeled for use during the month of January. The redemption period was marked on the initial purchase page and reflects on both the ecard and physical versions of the bonus cards from this promotion. Unfortunately, due to the terms and conditions agreed to during the promotion period when the $50 gift cards were purchased, we are unable to extend, replace or exchange them after the expiration date has passed. 

  Customer Answer

  Date: 02/22/2024

  Complaint: 21308782
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/23/2024

  Guest was told the policy in regards to the Bonus Cards that we do not provide compensation or distribute new bonus cards if they were not redeemed withing the allotted dates that were printed on the card. 

• Initial Complaint

  Date:02/14/2024

  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 signed up for a Panera Bread promotional in 2021 for a membership and though I canceled the in 2022. I live in ***********, *** which the membership was used on 1/15/2022 which I then canceled. After that date and 2yrs later I have been charged a total of $287.76 that I want to be refunded because I canceled my membership in 1/2022.

  Business Response

  Date: 02/15/2024

  The guest reached out to us about this yesterday on case ******** and was informed of the agreed to Terms and Conditions for the subscription that were agreed to upon sign up. Since his subscription was not canceled until yesterday, we will not be able to refund it since he is not eligible. When canceled a Cancelation confirmation email goes out to a guest confirming that the subscription has been successfully canceled and when it will drop off their account fully. 

• Initial Complaint

  Date:02/13/2024

  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.

  Somehow I was signed up for the Panera unlimited drinks. I did not sign up for this. When I contacted customer service they told me an enrolled using a credit card ending in ****. I logged into my Panera on line account and I have a different credit card entered. I do not know if an employee signed me up with out asking me, but I want this cancelled

  Customer Answer

  Date: 02/14/2024

  My complaint with Panera bread has been resolved - *************************
  
  
  

• Initial Complaint

  Date:02/12/2024

  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 joined the unlimited sip club and cancelled it after the three free months and one paid month. After I cancelled, which they told me they have record of, another account was created using my same phone number and I ended up getting charged for three months without my consent before I realized I was being charged. The customer service woman I talked to said it was my ******D instead of my gmail used to make another account. When I explained to her my gmail was my ******D she told me she uses android so doesn’t know how apple works. she read off an ******D that isn’t associated with me at all. When I told her this she said I’d have to take it up with apple. She elevated my complaint to another department who also told me they would not be refunding my money because it’s against their policy. They also would not explain why two accounts could be created using the same number and also would not explain how a random ******D that is not associated with me could be used to open a new account. Their customer service is weaponized incompetence at its finest. Unable and unwilling to help while using devious business practices. Do not trust them to help you after they take your money

  Business Response

  Date: 02/13/2024

  Guest was told that they will need to dispute the charges with their credit card company, since they are saying the account and subscription were set up without their knowledge. If that was the case, that means the person who set it up had all the required information to provide, so it is best to report that so no further transactions can take place. Guest was also provided a $20 reward. 

  Customer Answer

  Date: 02/13/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Your app made the mistake of creating me an account with an ******D that doesn’t belong to me. Your app lets multiple accounts be created for a single phone number. This is a Panera problem not anyone else’s and you don’t let refunds happen as a part of your policy which is scummy policy. Panera and their customer service team should not be trusted and engage in business practices that are detrimental and unfair to the consumer.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 02/13/2024

  We have advised the guest of the terms and conditions that have to be agreed too during subscription sign up and provided rewards for the inconvenience since we will not be able to process a refund. If he believes the subscription was set up by someone else, he will need to to dispute the charge or charges with his bank. 

  Customer Answer

  Date: 02/14/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Again because your terms and conditions not allowing you to give refunds because of your mistake is weaponized incompetence meant to screw over the customer and shows devious business practices.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:02/03/2024

  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.

  Has not refunded January 40 online orders 36.xx and 40.86 the payment went through but I did not receive order number or goods

  Customer Answer

  Date: 02/05/2024

  January 30 two orders containing the same types of items were charged: 1st trans for 40.86 (pink 1/2 gal. Lemonade and unsweetened iced tea 1/2 gallon plus 15% tip equaled $40.86 and another duplicate charge 36.xx for the same items without tip was charged again at 2:45pm for both charges. I did not receive the items and the amounts were deducted from my spending balance in my debit card account. They said they refunded both as of January 31 but there is no confirmation number given to me. 

  Business Response

  Date: 02/06/2024

  Good afternoon, The guest reached out to us about this on case ********. Following that contact the order ********** for $36.24, was canceled which started a automatic refund process and the guest should of received a cancelation notification email to her gmail. Depending on her bank it may take a couple of business weeks to process back. 

• Initial Complaint

  Date:02/02/2024

  Type:Product 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 recently bought a $50 card which included a $10 bonus card. I purchased the gift card based on the promotional. The $10 bonus card states an expiration of 1.31.24. I repeatedly tried to use the bonus card on the Panera app on 1.31.24. It did not work.
  The next morning on 2.1.24, I called the gift card customer service center and was told that the bonus card expired on 1.31.24, CENTRAL TIME. This time zone was NOT stated in the terms and conditions on the bonus card.
  I'm in Pacific Standard Time (CA) and was trying to place an order a little passed 10 pm for pickup for dinner the next day. The app allows orders to be processed the day before which I have done in the past.
  The gift card CS rep forwarded me to Panera's general customer service. The first CS rep (***** or **** stated the expiration was a hard deadline and could not address the time zone issue other than an apology. When I tried to explain that Panera has offered this promo in the past and by now should be well aware of this issue--yet has done nothing about this, she hung up on me.
  I called again and asked to file a complaint. She repeated ***** or Kia's statements (but did not hang up). I asked for an email to submit a complaint with Panera and have done so. The second rep also researched the time zone and provided conflicting information. She found no time zone attached to the bonus card expiration date. It must be noted that Panera headquarters is located in MISSOURI which is Central Standard Time.
  Panera should do one of two things: either state the time zone in the bonus card terms and conditions or compensate the customer who calls in a timely manner, after of course confirming the bonus card has not been used.
  At this point, I will seek compensation from my credit card co. From Panera, I'm asking that it correct the issue for future customers by inserting "12:00 am (CT) or (CST)" in the terms and conditions ... like other merchants clearly state on similar such cards.

  Business Response

  Date: 02/02/2024

  Guest was contacted through case ******** and informed that a $10 reward was added to their rewards account for the next 60 days.

• Initial Complaint

  Date:01/03/2024

  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 ordered 3 everything bagels on 9/6/23 for in-store pick up, and instead received 3 sesame seed bagels. I ordered my bagels at 5:30 am in the morning to ensure that the correct bagels I ordered would be set aside for me when I went to pick them up at my scheduled pick up time of 2:30 pm after work. By the time I got to the Thousand Oaks, CA Panera store to pick up my order, the cashier informed me that they decided to give me sesame seed bagels instead since they ran out of everything bagels earlier in the day. Since I made my order before the store even opened, this should not have occurred. I should have only been able to order everything bagels on the website if the store planned to have them in stock by the time I was able to pick up my order at 2:30 pm. I would like to know how I can receive my correct order at this point. No additional items or restitution was offered at the location at the time of pick up for the inconvenience, which was completely the fault of the bakery and not mine. This additionally does not give me any reassurance that future online pick up orders will be correct from here on out. Order # is *********.

  Business Response

  Date: 01/03/2024

  We're sorry to hear that this occurred and if the guest is willing to reach out to us directly. We'll be more then happy to assist where we can. 

• Initial Complaint

  Date:12/31/2023

  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.

  Extremely rude cashier and staff. Panera Bread on ******** ***** in Statesboro Ga .My mother and I was standing at the register to make an order when a board fell on top of her foot that left an indintion and bruises on her foot and she told the cashier and the cashier replied that you should not have been standing so close. The counter wall was open under the cash register with wires sticking out which could have easily electricute someone. The cashier and staff was very extremely rude and I was wanting to let the company of Panera bread aware of this incident so it could be repaired so this would not happen to anyone else. My mother didn't want to file a complaint and she doesn't have an email so I am reaching out to the company so that they can be aware of this incident and issue.

  Business Response

  Date: 01/02/2024

  Thank you for sharing this with us. We have created a case on our system (********) about this and forwarded the guest's concerns to the franchise that oversees the ******** ***** location. A representative of that team should be reaching back out to the guest soon. 

• Initial Complaint

  Date:12/23/2023

  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.

  They charged me for months on an account I had cancelled. I when I realized I was still being charged- and seen they didn't offer refunds I went to place an order for the subscription. It wasn't available. I called to find out why and they kept claiming I was being charged on a different account even though I was still logged into the account I just cancelled. They hung up on me when I went to log into the other account they claimed. Refused to transfer me to someone who could look further into the even and refused to transfer me to someone who could report the first person who hung up on me. Second account they claimed was being charged didn't have the zip club information either. I had to log out then go to the app to log in to the second. They kept lying so I told them to delete both accounts.
  
  This company is stealing from its customers.

  Business Response

  Date: 12/26/2023

  Guest was told they had three accounts with active subscriptions, which were creating the charges. Guest was told this and our agents were attempting to help the guest understand the situation and how to redeem their rewards and suggesting to cancel some accounts to limit confusion. Guest was combative and not willing to listen to the agents. We cited our Terms & Conditions as why we are not going to refund. We have no other resolution for the guest. 

  Customer Answer

  Date: 12/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I was not combative. They kept lying to me when I was actively in the account I had just cancelled the subscription to. I was asking to transfer to someone who could figure out why it was showing differently on your side. Apparently you're committed to your lies instead of a simple apology. It makes no sense to cancel a subscription, then start the same subscription over- for the full price a few days later- then never use it. A simple error occurred. There's absolutely no reason to continue to lie and try to gaslight customers. I then told them simply to cancel all the accounts so you can't do this to me again. That's not combative. That's an attempt to keep Panera from continuing to steal from me as a customer. Theft is theft. This makes it look like it's intentional. Thankfully my bank reverse the unauthorized charges that were stolen from me. So I no longer require a refund of what was stolen from me. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 12/28/2023

  Thank you for sharing the guest's feedback with us and we'll share it with the appropriate parties within Panera. We attempted to help the guest with what options we had while trying to clear up the multiple accounts that were under her contact information and get her down to one account so she could use her subscription while avoiding further confusion. Since the guest did not like the options we were able to present to fix this situation, we closed her accounts as requested. 
  
  

  Customer Answer

  Date: 12/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Continued lies 
  
  
  
  Sincerely,
  
  
  
  ******* ******