I sent the following complaint to Panera Bread:
I am/was a loyal Panera customer. I spend on average $100 a week there personally and roughly another $100 a week through my company. Last night I stopped by Panera with my wife & child in Ormond Beach Florida to get a quick dinner. I was bringing my wife home from the hospital after a traumatic incident. My child was full of anxiety and my wife was a basket case. Of course, my credit card declined. I was a bit shocked as it should not have. The cashier handled this with grace and class. I went to the ATM machine across the street and checked my balance which stated I only had $18 in my account. This was beyond shocking and now I am panicked but didn't want to further alarm my wife and kid. So, my bill was $21 and some change. I asked the cashier to take the drinks back. She did. At this point the manager actually stepped up and said to the cashier "but the little girl has already filled her cup up and started drinking it." My kid was mortified as was I. When my little girl put the cup on the counter the manager actually pulled the cup away from my kid. My wife was in tears. The cashier offered water cups. My wife and I didn't have any other cards becuase we had rushed to the hospital that morning. I have never been so humiliated in my life. Your manager sacrificed $200 a week for a $1.69 soda that my daughter "had already started to drink". I own a company that relies heavily on customer service. We train our employees how to delicately deal with situations like this. Evidently Panera makes enough money not to bother.By the way, my credit card info had been stolen, so my alarm was warranted. No apologies necessary. I am spreading the word. I'm starting with usacomplaints.com and doing an email blast. I'll go from there.
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