Panera Bread

Reviews

• JZ

  Ji Zhang

  2 days ago
  1.0
  I am writing to express my profound disappointment and extreme frustration regarding an order placed through the Panera app this evening, and the appalling customer service I received from your store located at 20807 Stevens Creek Blvd # 100, Cupertino, CA 95014. At 7:30 PM, I placed a delivery order directly through the Panera app. After waiting for an hour, the delivery driver arrived, but instead of our food, we were handed an order of bubble tea from a completely different restaurant (Hui Lau Shan). When I called the Cupertino store to resolve this, I spoke with a staff member named Lizbeth. Her response was completely unacceptable. Because my order was placed on the Panera app, my transaction and contract were with Panera Bread. However, instead of taking ownership of the issue, Lizbeth immediately tried to shift the blame, telling me it was a "DoorDash issue" and insisting that I needed to contact DoorDash myself to figure it out. It was only after I strongly objected to this blatant evasion of responsibility that she finally agreed to initiate a 3-way call with DoorDash and me. This entire ordeal took another agonizing hour to resolve over the phone. Ultimately, DoorDash refunded Panera, and Panera issued a refund to me—though I was told I would not even receive a confirmation email for this refund. By the time this was "resolved" at 9:00 PM, my family of four was left completely without dinner. We wasted an hour and a half dealing with an unfulfilled order, but what makes this experience truly infuriating is the lack of accountability and the dismissive attitude displayed by your staff. Attempting to pass the buck to a third-party delivery service for an order placed on your own native platform is unacceptable customer service. I expect a prompt response to this email, confirmation that my refund has indeed been fully processed, and an explanation of how you intend to address this severe lapse in customer service at the Cupertino location. Sincerely,
• KK

  Keenan

  5 days ago
  1.0
  I usually avoid leaving negative feedback, but this has happened so many times at this location. Every time I go, there’s no one at the register, and I’m left waiting while staff are in the back. As a Sip Club member, sometimes I just need a cup, but they hand me the cup without asking if I want anything else, then disappear. Around 7:30, the coffee containers are often empty. I have to wait for someone to show up, tell them there’s no coffee left, and then wait again while it’s brewed. I’m sharing this because it’s not just a one-time issue.
• MT

  Mari T

  6 days ago
  5.0
  Fui a recoger comida, calidad vs precio razonable. Servicio rápido!
• IT

  Ibtisam EL Tarhuni

  Mar 25, 2026
  4.0
  Personality I enjoy familiar menu with soups, sandwiches, and salads.
• VD

  Vincent Dupree

  Mar 25, 2026
  4.0
  Picked up my order and realized they forgot the drink. Went back to the counter, the girl apologized and handed me a larger size for the trouble

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