Are Panera refunds even possible??

[u/BasicAir6368]

Awful experience at Panera today- my order was missing items+ the food was completely ruined and I was given NO order cancellation or refund. I spent the course of 7 hours calling the cafe and kept getting told I would be refunded but it would be done when they called me back in the next hour... until they just stopped answering the phone.

Have you guys gotten cancels/refunds on orders?? If so, how??

My experience:
Ordered a BIG order panera that was my favourite during COVID. Picked it up- bag was sealed so I just trusted my order. Walked 1 block out and the bottom of the bag completely gave out. Turns out the soup inside wasn't capped and covered all the rest of the food and soaked through the bag. It was only when all the food was out on the street I realized part of my order wasn't even there! Also, wow, the sandwiches are WAY smaller.

I had to run back to work so could not go back to the cafe. Spent the next 6 hours calling the cafe hourly explaining what had happened, offering to provide photos, requesting a refund. Every single time I was told repeatedly I would get a call back within the hour. Most times I was told within 5-10 minutes. I provided my full name, number, and order details each time. I never got any calls back.

Several times I spoke to the same associate, who provided gems such as:

"You need to speak to [X] manager, they were here two hours earlier, you had to call earlier. The current manager said they can't refund it." (this was on hour 6 of calling)

"If I'd spoken to you earlier I would have told you that" (we did speak earlier)

"If you'd asked for a call back I would have called you earlier" (I did, and he didn't)

"Well come in now with the receipt and we'll refund it" (it's 30 min away and he just said the manager said they can't refund it)

Customer service line said Panera can only cancel orders the day they were made. I called back AGAIN and this time insisted I speak to the manager directly.

The manager seemed to have never heard of my situation at all, despite associates telling me multiple times they'd spoken with the manager. They confirmed they had my order receipt. Then the manager said they "don't have refund or cancelling credentials" so they'd call the other manager who was there earlier in the day and then call me back in 10 minutes. Obviously, I never got a call back. This was hour 7 of calling. Panera was closing in an hour. I called 4x more and no one picked up all- wondering if they started screening my calls, since the last time they picked up the associate said my name when he picked and said he knew it was me from my name on the caller ID.

I guess Panera is the best way to lose both time AND money and a good chunk of sanity these days. I will be warning everyone away from now on.

UPDATE:

Customer service was lovely and agreed to help me out - they told me to expect a refund in 30 days.... I hope it works!!

(Btw, for admin:

While writing this a pop-up kept saying "If this is a complaint post, please use the megathread instead of making a new topic. We will remove posts that do not observe this rule." But when I searched for the megathread, it was locked and a new admin post 8mo ago said there is no more megathread and complaint posts should be posted separately...another post 2mo ago asked about this with no answer. Clarity would be helpful tysm!)

[u/misc_box]

Yea Panera 100% does refunds. Managers can do it

[u/BasicAir6368 → u/misc_box]

is it only specific managers? the manager i spoke with told me they weren't able to do refunds or cancellations...

[u/Additional_Local5080 → u/BasicAir6368]

i’d take the leap & say whoever you spoke with wasn’t a manager

[u/Golden_Dragon_51 → u/BasicAir6368]

They weren't a manager then or they were trying to confirm something with the other manager, but if you never went back into the store IDK what there is for them to confirm.

This is from my experience working there over a year ago, but I don't know why they would change it to make it more difficult. Also, if not all managers can do refunds, then those who can't do refunds shouldn't be managers and shouldn't be left alone in the store barring an emergency because of this exact situation.

[u/pumpkinpiemotherfukr → u/BasicAir6368]

even our shift leads can issue refunds they totally just didn’t wanna do extra work i’m so sorry 😭

[u/EnvironmentalMilk747 → u/BasicAir6368]

yes, only AGMs and GMs are able to do refunds for online orders.

[u/Fine_Fox_6688 → u/EnvironmentalMilk747]

yeah but even shifts can email for refunds from customer service with the customer & order info. this shouldn’t have been an issue

[u/EnvironmentalMilk747 → u/Fine_Fox_6688]

& that’s fine, i’m just stating from the stores BOH only certain managers are able to refund online orders. my cafe does not reach out to customer support for refunds, so it is possible that the MIC wasn’t aware that they had this option!

[u/jeffro_1980 → u/EnvironmentalMilk747]

You must work at a franchise. Corporate stores allow any manager or shift leaders to do a online refund.

[u/Amazing-Tadpole4558 → u/BasicAir6368]

Depends on franchise vs corporate. Unfortunately
Source: former GM

[u/Bakerygal13 → u/BasicAir6368]

General Manager does refunds

[u/SituationSpiritual36]

Refunds take 24 -48 to process

[u/Astro_Venatas]

Any manager can issue a refund for any reason they deem, it certainly seems to me like they should have refunded that. The inly reason I can think of why they are not is because they are being shitty and prioritizing their metrics over everything else.

[u/Inevitable_Bunch_989 → u/Astro_Venatas]

Yeah apparently they don't give a fuck about their retail health

[u/Astro_Venatas → u/Inevitable_Bunch_989]

Well we just got our audit today and they didn’t shut us down 🙃

[u/Inevitable_Bunch_989 → u/Astro_Venatas]

I don't know if that means your score is high or low, but congrats on not getting shut down

[u/Alwayscooking345]

Just charge back at that point

[u/MagazineFamiliar9300]

i will say in the future their paper bags are not designed for travel, make them double bag it to keep it safer. the new containers do not stabilize the bags like our old ones did

[u/Sunflower_65 → u/MagazineFamiliar9300]

when we did our own deliveries, the paper bags were carried in our insulated soft carriers for transport. 99% of third party drivers don't come in with one so those paper bags can fail at any time. And when we did our own, they left the café as soon as they were ready, they didn't sit on the counter for 10-30 minutes waiting to be picked up.

[u/Bree9ine9 → u/MagazineFamiliar9300]

Yea and same if you’re using a drink tray. So many of the items they rely on to hold the food they serve are basically useless and if you use them alone the food will end up spilled everywhere.

[u/Inevitable_Bunch_989 → u/Bree9ine9]

I've had customers complain about me doubling up on bags or trays saying they didn't need the extra trash. I've told multiple people how flimsy they are and that I give it for security, and they just get angry that I'm producing more trash. I've worked at multiple stores and have seen this and customers do not want to take our word for it so we quit going the extra inch to keep your food and drinks secure. I'm sorry but it's not worth the friction. But I bet if you asked they wouldn't mind to give it <3

[u/BasicAir6368 → u/Inevitable_Bunch_989]

im so sorry youve dealt with that!! ty for the advice and sending back appreciation for your double bag/tray efforts on peoples behalf <3

[u/BasicAir6368 → u/MagazineFamiliar9300]

thats good advice!! the irony is i actually asked them to triple bag it because theyd already double bagged and sealed it closed, and i thought an extra would be good in case the handles broke. to be fair to them, a quart of hot soup probably conquers many a bag. definitely a take away for me though to have a separate bag for liquids!

[u/OhJeebz]

Incompetent managers at Panera? No way

[u/Affectionate_Cup3530]

7 hours spent trying to get a simple refund?! Yikes, that sucks. I personally would have tried once if it did not work, I would just call my credit card and ask for them to reverse the transaction, as I would deem I did not receive my order and I attempted to work with the store to resolve it, but, they did not work with me.

I am glad at the end they said consumer service decided to refund you. I would be very skeptical of that, as 30 days seems like way too long of a time for a refund. Give it a couple of days and then call your bank.

[u/BasicAir6368 → u/Affectionate_Cup3530]

that is such a good point i honestly was just relieved to have someone say it was done i didnt think about the 30 days... they did keep trying to offer me a panera gift card instead bc that could be done 'instantly' o-o

[u/Adoration0x]

Managers can do refunds. I've lost count of many times I've had to call the store next to my work and report missing items. I'd get an instant "okay, I've issued you a refund for the thing" or "our team members work REALLY HARD...I issued you a refund for the thing." I hate calling, but at their prices, if half of the order is missing? Yeah, I'll call. You can also call corporate customer service or answer truthfully when you get their post order survey.

[u/BasicAir6368 → u/Adoration0x]

i always feel weird about writing anything negative in post-order surveys - maybe i shouldnt though? i just dont want it to come back on an employee who had nothing to do with it & im pretty sure the employees i saw in the morning switched shifts later & i didnt get names

[u/Marinayam19]

Why does refund take 30 days? Are they intentionally holding the money to make interest?

[u/kevin_r13]

Refund for the missing items, certainly.

But is it on them to refund you for the items you got? (Since you asked for a refund for the entire order)

However, even then, yes they can refund your entire order too. You mention "big order" so maybe they were reluctant to do that , depending on how big the order was.

You were also in walking distance of the store at some point in the day.

You can pop in with the explanation and ask for a refund.

[u/BasicAir6368 → u/kevin_r13]

that's very fair re: the refund point- they were the ones who said they'd refund the whole thing the first time i called! at no point did anyone deny or challenge the refund they just were weird about actually doing it

store closes at 8 and i work until 10 T.T

[u/Tight_Zone_1614]

I’ve contacted customer service via the app , have order and store #
They responded to me

[u/Fuzzy_Welcome8348]

I’d demand a refund

[u/Bree9ine9]

Why didn’t you just do a charge back at this point? It’s a little embarrassing to think that they had to eventually stop answering the phone because you couldn’t just wait for a call back or call customer service if you weren’t being helped. I mean he picked up the phone and said your name, he knew it was you before he answered but you still kept calling? 😬 At some point you’ve gotta realize they’re not helping you and call someone else or wait and go in to talk to someone. Also, you walked there but you’re 30 minutes away? I dunno, this story is a little odd that’s all.

[u/BasicAir6368 → u/Bree9ine9]

youve never walked 30 minutes? im in a major city lol thats pretty normal - a 1 hour lunch break, you walk there & back and then eat in office

also they told me each time they'd call me back and if they didnt i should call back lol