Panera Bread Co

Hello, The Franchise café has contacted the customer and they are waiting for the customer to call them back Ashley Panera Bread Customer Care

Initial Business Response / [redacted] (1000, 11, 2016/02/26) */ We have sent a Panera Bread gift card to this customerThe gift card will cover the full price of a Bacon Turkey Bravo for the customer since they were disappointed in the sandwich they received during their visitWe have also addressed the concerns he brought to our attention with the cafe

It appears that this guest contacted the Customer Care Team regarding this issue on 1/30/ As of 2/2/18, a refund request has been submitted to the finance team for review and processing

Our team has resolved this issue as we see appropriate and directed the guest to return to the cafe to speak with a manager for any further issues

We e-mailed Erica on 5/offering her a Panera Bread gift card for the experience This will cover the full amount of her order Assuming that she accepts this as a resolution - this should be resolved We are unable to refund directly as the cafe she visited is owned and operated by a franchisee of Panera Bread

We are reaching out to this guest to further investigate and resolve as appropriate

We have already shared this matter with the management team at the cafe so they can make improvements to their service and compensated the guestWe will contact them again to ensure satisfaction

I have looked through our recordsI do not see that they have called us or emailed us in regards to thisIt sounds like maybe that she spoke with the cafeThey can call us at [redacted]

Complaint: [redacted] I am rejecting this response because:The complaint was sent to the Corporation (Panera) for a reason The store is the issue as is the franchisee They have NOT provided any restitution or resolution They have swept the issue under the rug We have contacted them more than two dozen times Currently with an average 2-Pick costing close to and more than mistakes, I have taken a loss This does not cover the time needed to repair or need to go another route to replace the lunch itself I expect the Corporation (Panera) to step in and provide resolve and deal with their franchisee separately Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 15, 2015/07/22) */ It does appear that a refund for her order was submitted in early June and was formally submitted by our finance team on 06/18 regarding her refund. Her next recommended steps if the funds have not yet been returned would be to contact her... financial institution to determine why they have not yet added the funds back to her account. We're happy to continue to help her any in any way we can however if this does not resolve her issue.

Complaint: ***
I am rejecting this response because:They indicate they are sending a gift card replacement as resolution but in fact they sent $40, not $which is a token response, not a "make whole" response There is no reason for them
to offer gift cards that expire at all, much less in such a short time What happened to me should never happen to any customer.
Sincerely,
*** ***

IM essentially looking for them to replace the incorrect sandwiches

We will respond to guest

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company has reached out to me to resolve the matter
Sincerely,
*** ***

Initial Business Response /* (1000, 12, 2015/12/18) */
This has been taken care ofA refund request was sent to the franchise group for cafe XXXXXX, and the representative offered a gift card and had the cafe reach out to her regarding the refund
Initial Consumer Rebuttal /* (2000, 14,
2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full refund was issued and gift certificates sent

Initial Business Response /* (1000, 8, 2016/02/26) */
Panera Bread has sent a $Gift Card to the customer for the inconvenience of receiving the wrong souffleWe have also addressed this issue with the Panera cafe at *** ** *** *** in *** *** FL
Initial Consumer Rebuttal /*
(3000, 10, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Almost months ago I complained to the Panera Bread company regarding an unsatisfactory experience at a Florida Panera Bread storeToday, I received three different contacts from Panera as a first attempt to resolve the complaint
A gentleman called to apologize for the Panera Complaint Department's failure to resolve the complaint when first submitted to Panera or later when submitted to the Revdex.comHe offered to send a coupon for a free Pick-Two and asked for my addressI provided the address and he said he would mail the coupons, but cautioned it is up to each store whether they honor Panera coupons
A second call was received alleging to be from Panera asking for my credit card information so that they could credit my card for my poor customer experienceFollowing the guidelines of the Revdex.com, I did not provide my credit card information over the phone to a stranger(My purchase in the store was with cash, so there was no charge to reverse.) I suggested he simply credit my Panera cardHe said they could not do that
An email was received from Panerea indicating I would receive a Panera gift card by emailSubsequently I did receive an email to that effect from CashStarThe email instructed me to click on a link entitled, "View my eGift Card"I did so and the next screen asked that I enter my email addressI did so (the same email address CashStar used to reach me) and received the response, "That challenge attempt failedPlease try again." I have tried "again" repeatedly to no avail
It is obvious that Panera is displeased that I complained to the Revdex.com and is acting out their displeasure as noted in items 1-aboveMy suggestion is to call it a day, and give them a Revdex.com rating of FThey make a mockery of responding to customers, and of the Revdex.com
Thank you

Hello, We have been sent this to the Franchise Group and send a Gift Card to the customer. Thank you, ***

Initial Business Response /* (1000, 10, 2016/01/04) */
Hello,
The following is the communication that we had with *** Ng
Best Regards,
***
Panera Customer Care
I did, numerous times, and each time, I was told to contact the headquarters!!!
*** Ng
On Dec 6, 2015, at
5:PM, Panera Bread Customer Care wrote:
Response
Description: Channel: Email
Email
12/06/04:PM
*** ***
Hi ***,
I was sorry to hear you were not feeling wellIn an earlier email from our agent, you were instructed to fill out an incident report at the bakery-cafeDid you do this? Once this is filled out, the management team can better assist you
I have also sent this to the District Manager so that they are aware of your concerns and can reach out to you as well
We want your visit to Panera Bread to be warm and relaxing, with friendly service and deliciously handcrafted food you can enjoy and feel good about
Sincerely,
***
Panera Bread Customer Care
Internal Note
Description: Channel: Phone
Phone
12/06/03:PM
*** ***
I've spoken to *** *** about this guest, no CIR has been filed at this pointWe've explained to her that she will need to complete thisI'm not sure where else to go from here
Customer
Description: Channel: Service Email
Service Email
12/04/09:PM
*** ***
Thanks for all these run around! I've already reported this company to the Revdex.com!
*** **
On Dec 4, 2015, at 2:PM, Panera Bread Customer Care wrote:
Response
Description: Channel: Email
Email
12/04/01:PM
*** ***
Hi ***,
I'm sorry to hear that you weren't feeling well after your visits to our bakery-cafe (#XXXXXX)If you have not already done so, please fill out a Customer Incident Report at the bakery-cafe you visitedThe report can be completed over the phone with the bakery-cafe manager or in person at this locationInformation you provide may help us determine exactly what happened
Thank you for your helpful feedback, ***I hope you'll visit again soon and give us another chance to share the Panera warmth
Sincerely,
***
Panera Bread Customer Care
Internal Note
Description: Channel: Phone
Phone
12/04/01:PM
*** ***
Guest also placed complaint with Revdex.com:
Every singe time, within the last month, I ordered something from the East Windsor (route 130) Panera Bread, I had food poisoning from the foods I orderIt usually the same order of foods I've ordered in the past for over 3-months, and I didn't have any problems until the past month! At the East Windsor restaurant, I usually ordered the frozen caramel, steak and cheese on a asiago cheese bread, and egg white power avocado on a asiago cheese bread (without the eggs)I order the same thing at the Princeton restaurant, and I DIDN'T HAVE THE SAME FOOD POISONING PROBLEM!!
Product_Or_Service: Frozen Caramel, breakfast sandwiches
October 27, November - 4, 11, 14, 21, 22, no, I didn't seek medical attentionI was told by my coworkers that it was from something I ate
Location involved
*** *** *** *** East Windsor, NJ
Desired Resolution:
a refund for the transactions I made at the East Windsor's restaurant in the past month alone
Response
Description: Channel: Email
Email
11/19/05:PM
*** ***
Hi ***,
I'm so sorry to hear your visit to our bakery-cafe (#XXXXXX) was disappointingWe want your visit to Panera Bread to be warm and relaxing, with friendly service and deliciously handcrafted food you can enjoy and feel good about
We serve millions of people at our bakery-cafes every week and take a complaint of this nature very seriouslyWe assure you that we will investigate this matter furtherOur Quality Assurance Department has already been informed and your e-mail has been forwarded to the bakery-cafe management for review and follow-upIf you have not already done so, please fill out a Customer Incident Report at the bakery-cafe you visitedThe report can be completed over the phone with the bakery-cafe manager or in person at this locationInformation you provide may help us determine exactly what happened
Thank you for your helpful feedback, ***I hope you'll visit again soon and give us another chance to share the Panera warmth
Sincerely,
***
Panera Bread Customer Care
Customer
Description: Channel: Service Email
Service Email
11/13/12:PM
Unknown Author,
Unsupported message type - delivery-status, message attachment discarded
Customer
Description: Channel: Service Web
Service Web
11/13/12:PM
*** ***
Description: ***
I want to know what the *** is wrong with this Panera location!! Today is the second time in WEEK that I got food poisoning within HOURS after eating the foods I purchased!!!!!!!!!!!!!!!!!!!!!

Complaint: ***
I am rejecting this response because: the company did not do anything to resolve the recklessness on the company's end to alleviate the initial problem and is simply trying to bribe me at this point with a $gift card
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Panera needs to get their story straightI kept speaking to the store manager and nothing was corrected.That they screw up and and expect me to repack the incorrect order and then bring it back to their store three miles away and wait again for them to remake it is just bad customer service
Sincerely,
*** ***