Contact Panera Bread Support

There’s a major disconnect between the experience in store and online with panera. In store you can customize your food however you want and you can use multiple rewards at the same time. Neither of these is a feature in the app or on the website. Want steak on the bbq flatbread instead of chicken? Can’t do it on the app, only roasted turkey is available to substitute. Want bacon on your Baja Mac and cheese? Can’t do it... they don’t have any customizable options for the Mac and cheeses... Have a dollar off a pick two and a dollar off a sandwich and a dollar off a soup you want to use? Sorry, can only do the dollar off the pick two. They won’t even let you use the dollar off a sandwich unless it’s not on a pick two! All of these things I can do in the store. There is no excuse for not being able to do these on the app or website. If they want to take away these options in store, ok I’ll accept that, as long as their customer experience is consistent between the store and online. Panera, aka Saint Louis Bread Co (as they should be calling themselves), is better than this and I’m extremely shocked at just how different these experiences are. I don’t know a single other restaurant or store that is so different like this.

I’m really getting frustrated with ordering from the Panera bread app for delivery. Just about every order ordered this way always has something wrong or messed up about my order. Sure you can call the store and they’ll promise a free pastry or something for the inconvenience, but it does nothing to stop the incorrect food items. I’m not talking about seriously customizing an order and that getting messed up, I’ll get to that in a minute. I’m talking basic food items on their menu such as a breakfast sandwich that you can get with scrambled egg, cheese, and bacon. Not adding or taking away anything from that menu item. It will still be wrong!! Today, for example, I ordered just that, and they never put bacon on my sandwich. Then at times where I do customize something, say a salad but I am adding more to the salad then what comes on it, I’ll pay for the extra items through the app but then will NEVER get those additions. I like their food. It’s good food. But I will no longer order delivery through their app. I will go some place else. I want what I want. I expect to receive what I order. You can’t deliver, I’ll go somewhere else.

I ordered $30 worth of food today and wrong orders were delivered to my house. It was missing half of my orders and they sent me two stuff that I didn’t even order. What’s more frustrating is that the receipt on the bag clearly stated what I had ordered, but someone packed the wrong stuff in it. I called the restaurant and they had no idea what had happened. They claimed that they have no control over the Panera app, the delivery third party, and the app for refund. They were nice enough to offer me store credit but couldn’t refund me nor resend my orders to me. The restaurant, delivery, and app are all independent from each other which makes absolutely no sense....I had to drive to the restaurant to exchange the wrong order, thus defeating the whole purpose of online delivery and avoiding contact during covid. So, why didn’t I check the orders? Well, the Delivery is covid contactless delivery and the receipt clearly showed my orders, so I didn’t think to hail the delivery guy to retake my order. Overall, my Panera app online experience has been a huge inconvenience for me and I will not use nor order using this app again.