My complaint:
I emailed my concern last Thursday (111121), I have not heard back from corporate office and the store was unhelpful. My email of my complaint is below.
This evening we had a rapid pick up from the Elyria, Ohio Panera. My husband came home and the French Baguette Loaf was not with the order, as it should have been.
I called up to the store and spoke to the lady that identified herself as the manager, Lenea, and asked if she could refund $5 to by card or give a $5 gift card to my Panera account. This was requested as I am unable to comeback up there to ‘pick up’ the missing loaf (as this was her solution).
Nor, do I want my name put in a ‘book’ to receive a loaf at a later date. I explained to Lenea (I am unaware of her name spelling) that the Premium Family Feast is meant to be eaten together, hence why it is sold in the fashion it is. She stated she then contacted her General Manager, Allie, who refused to accommodate my suggestion for $5 credit. Lenea continued and stated that she ‘saw’ the baguette on the rapid pick up shelf herself and ‘knows’ that it was there. I don’t doubt she saw it there, although I don’t believe the argumentative and defensive approach she utilized would be considered in good taste for customer service standards.
What I do know, is that I paid for a product that was not provided upon pick up. I have also attached the receipt that was on our bag and it looks like there is a spot to have order ‘Checked by:______’ and signed off on which seems like is a great way to do a checks and balances that things are there and in order.
Although for whatever reason, it looks like ours was missed. And maybe our product was missed as well (just as there was no utensils).
What I am requesting is for a reconsideration for a customer service request (credit) when a product and delivery was unsatisfactory, especially in delivery and demeanor.
Attached is the receipt, without the marked items or order checked by.
Suggested solution:
Credit
