Panera Bread

On 09/12/2019, I placed an online order at this Panera Bread location. After I picked up the order and later reviewed it to make sure it was what I had indeed ordered, it was incorrect so I called the customer service line since I was unable to bring it back to the location being that it was after hours. The representative took my information and my request for a refund and gave me a reference number (which I can provide) and said that since they are franchises they would reach out to that particular location who would then reach out to me and resolve the issue. I waited about a month before I called back and was told the same thing from the other representative, I asked to have it escalated and they said they would certainly bring it the forefront of things to get done. I called back a third time and still nothing, no phone call or any other communication from them at all. It has now been 5 months and I still have not heard back from them in any fashion. This is a very bad business practice, even if they weren't sure about how they would handle the matter reaching out to at least acknowledge they were working on a solution would have been a feasible thing to do. Completely sweeping the matter under the rug because they thought with time it would all just go away shows that they are inconsiderate and do not want to be held accountable for their team's actions. That starts at the top and permeates throughout the rest of the staff, any time you do not address things head on and you run away from it, that becomes your culture and ultimately who you are as a business. Things like this causes you to pause and think about their integrity in how they treat their customers.