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Business Profile

Restaurants

Panera Bread Co

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

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

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

Find a Location

Panera Bread Co has 403 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.

    Please enter a valid location.

    • Panera Bread Co

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

    • Panera Bread Co

      600 E Ogden Ave Milwaukee, WI 53202-2604

    • Panera Bread Co

      4807 Ramsey St. Fayetteville, NC 28311

    • Panera Bread Co

      8905 Lake Ave. Cleveland, OH 44102

    • Panera Bread Co

      1195 Woodstock Rd Roswell, GA 30075

    Customer Complaints Summary

    • 259 total complaints in the last 3 years.
    • 60 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/06/2025

      Type:Product Issues
      Status:
      Answered
      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's quality continues to go down, from removing the sandwiches that actually tasted good to continuously getting orders wrong. Today, I ordered macaroni and cheese in a bread bowl for pickup. When I got home, I discovered I had macaroni with bacon and no bread bowl. I would like a refund. Order #****************

      Business Response

      Date: 05/07/2025

      Thanks for sharing this with us and we made case ******** on or system to reflect the guest's feedback and recent order experience. We've shared her feedback on our menu changes with the appropriate teams. As for her order I've gone ahead and issued a full refund on the order as requested. Depending on her bank it may take a business week or two for it to process back. 

    • Initial Complaint

      Date:05/05/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Complaint: 23282021

      I have reviewed the business' response and am rejecting it because:
      I was told l would receive an e gift card in lieu of a refund a gift card was never sent to me.

      Sincerely,

      ****** ****

      Customer Answer

      Date: 05/09/2025

      Better Business Bureau:

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

      ****** ****

      Business Response

      Date: 05/07/2025

      Good afternoon,

       

      The egift card was sent today to the email address ********************************. The guest should have received an email detailing this as well. 

       

      Thank you

      Business Response

      Date: 05/05/2025

      Good afternoon, 

       

      The guest emailed this to our team as well. We will respond through that email chain. 

       

      Thank you. 

    • Initial Complaint

      Date:04/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 has their menu posted with the size that smoothies come in 16 oz cups. We were charged for 16 oz cups. When I called out that the cup I have did not look to be 16 oz the staff insisted that was the correct size (16 oz). I went home and measured the drink and it was actually 12 oz. They are shorting customers by 4 oz. I have kept the cup as proof.

      Business Response

      Date: 04/30/2025

      Hello, 

       

      We will ensure this is addressed and follow up with the guest. It looks like cash was used to pay for the order. Because of this we are unable to refund. However, we will reach out and resolve. 

       

      Thank you, 

      ****

      Panera Bread Guest Care

    • Initial Complaint

      Date:04/28/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Complaint: 23254398

      I have reviewed the business' response and am rejecting it because:
      This only seems to fix my issue. What about everyone else who wishes to Unsubscribe from these spam emails? Will they all have to file complaints with the BBB as well? Panera needs to FIX THE UNSUBSCRIBE BUTTON that they are legally required to have in their emails.


      Sincerely,

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

      Business Response

      Date: 04/28/2025

      Hello, 

       

      We adjusted the guest account to reset their email preferences. Turning them off once more. This should resolve within the next couple of days. 

    • Initial Complaint

      Date:04/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** I was contacted yesterday by the franchise and given a refund. I am satisfied with this resolution. 
       
      Sincerely,

      ******* *******esponse that someone will follow up soon. Im have yet to have a representative even begin to look into this matter.

      Business Response

      Date: 04/18/2025

      Good morning, 

       

      The orders that were placed we with a franchise location. The order information was forwarded to their team since they have the direct access to the funds. On top of that it will be quicker for them to process a refund than *********** A follow up email was sent to the teams yesterday evening. The guest should received a follow up soon. 

       

      Thank you,

      Panera Bread Guest Care

    • Initial Complaint

      Date:04/14/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      From September 2024 to current date April 2025 Panera has been charging me monthly through my bank for their sip club. I have canceled it. I have emailed and spoken to panera customer support multiple times with no resolution. The bank says I could get a new debit card but then I have to change all my accounts linked to it.

      Business Response

      Date: 04/14/2025

      Good morning, 

       

      We will follow up with the guest to try and sort it all out. The catalyst behind the charges is that they are two MyPanera accounts and one of them has an active subscription. 

       

      Thank you

      Panera Bread Guest Care. 

    • Initial Complaint

      Date:04/13/2025

      Type:Product Issues
      Status:
      Answered
      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 got the gift card online. It's for .com

      Customer Answer

      Date: 04/25/2025

      Please add Email *********************

      Customer Answer

      Date: 05/14/2025

      I purchase a gift card online, through Panera bread website.  Every gift card you purchase comes with a confirmation number.  I sent multiple message through the gift card portal I could not add confirmation to the bonus Card.  My wife tried to contact them on Face book as well and both messages have gone ignored. 

      Business Response

      Date: 05/14/2025

      Good evening, 

            I was not able to locate a prior case regarding this issue, I have created case# 05751645 and reached out by email to address their concerns. We believe the guest is referencing the Spring Bonus Card promo that we are currently running - in this offer bonus cars are provided for every $50 in gift cards purchased between 4/16/25 and 5/31/25, bonus cards become active for use between 6/1/25 and 6/30/25. 

      Warm regards, 

           *******

    • Initial Complaint

      Date:04/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Dear Panera Bread Customer Service,I am writing to express my extreme frustration with your online ordering system. Today, I spent over 2 hours trying to place a delivery order, specifically looking for a location that had the Hearty Fireside Chili and soup that my fianc loves.After going through several nearby Panera locations because the items were sold out, I finally found a place that had it only to receive the same error message over and over again:We were not able to process your order. Please try again.This is unacceptable. I am a ******** member and a loyal customer for more than 25 years, and Ive never been this disappointed. I am now seriously thinking about canceling my membership, and my family and I will stop purchasing from Panera if this isnt resolved.This isnt just about a website glitch its about valuing and respecting longtime customers. I hope youll take this complaint seriously and respond accordingly

      Business Response

      Date: 04/14/2025

      Thank you for brining this to our attention. I was not able to find any prior contact with *********** so I created case 05679023. I've shared with with our Tech Team for research and reached out to you by email for additional information. 

    • Initial Complaint

      Date:04/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Wentzville Molly hung up on me because I guess she didn't know what to do. My ticket number for that night is *******. I am seeking a full refund on this order because of all of the overcharges, missing food and incorrect food, and inconvenience of being told to drive another 40 mile round trip to get a refund.

      Customer Answer

      Date: 04/21/2025

      I have not received a refund yet on this purchase. I did not want to respond as they said it could take 30 days.

      Customer Answer

      Date: 04/21/2025

      I again just called Panera about this. They refuse to let me speak to the accounting department about when this will be refunded.

      Business Response

      Date: 04/10/2025

      Thank you for making us aware. I have found a ********** case #******** For order number 1313101 that under the name ******* ******** that is already escalated to our refund team for a full refund of $51.87.  While it can typically take 30 business days for the funds to arrive back in your bank account, the exact timeframe will depend largely on your specific bank.

    Panera Bread Co is NOT a BBB Accredited Business.

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