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A Customer Serices Transgression

Posted Sun April 10, 2011 9:08 pm, by Curtis W. written to Panera Bread Company

Write a Letter to this Company

On March 16, 2011, I was in your Panera Bread Cafe 3058 (Sugar Creek Township, Ohio 45459, Phone: 937-848-4900) for a meal. When I picked up my salad at the completed order counter station--I noticed my salad was skimpy. I mentioned to the young man covering this order completion area--that my salad bowl was not as full as it has been in the past. He responded in an unpleasant manner--"that's the way it is now because Panera Bread has cracked down on portion control. Now only 2 ounces of lettuce is allowed." My mother and I were shocked.

An apology would be nice. I hope that my customer service feedback to The Panera Bread Corporation will inspire a better focus on kinder and respectful customers in the future.


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by cissy Posted Tue April 12, 2011 @ 6:03 PM

It's all about the bottom line. Shareholders want a profit. Honestly,
We eat to much anyway and the majority of us can stand to reduce our
intake. Salad or not.


by RedheadwGlasses Posted Tue April 12, 2011 @ 1:40 PM

I don't understand your complaint. You asked a question and you got
an honest answer. What exactly is your problem with the response?
And from whom do you want an apology? And for what?


Her problem with the response by Jake G. Tue April 12, 2011 @ 5:06 PM

Her version of "unpleasant" by RedheadwGlasses Thu April 14, 2011 @ 9:43 PM

Sometimes it's not the words used but the fact that they said "no" by PepperElf Wed April 27, 2011 @ 1:06 PM

by RowdyRetailer Posted Tue April 12, 2011 @ 9:45 AM

I would suggest making a nice fresh homemade salad for yourself and
your mother. This way you can portion out exactly how much you want.

You will be shocked how quickly you can toss up a salad!

good day


Tossed salad isn't for everyone. by Steve OH (IO) Tue April 12, 2011 @ 9:59 AM

omg - you make me laugh. n/t by Michelle O. Thu April 14, 2011 @ 12:19 AM

DOH!!! by MA Cunningham Thu April 14, 2011 @ 9:15 AM

Maybe they were hungry by petgiraffe Tue April 12, 2011 @ 2:40 PM

But by LadyMac Tue April 12, 2011 @ 6:19 PM

Don't forget about.... by CrazyRedHead Thu April 14, 2011 @ 9:11 AM

by j f. Posted Mon April 11, 2011 @ 11:32 PM

What I do not understand is when the customer complainted why the
employee not pick up the phone and get the CEO on the phone. OR if it
was after hours call the CEO on his house phone or his personal cell
phone. I am sure the CEO would have taken that call.
Now back to reality - many, many front line employees and managers
have no say or even input into many decisions. At my job if I call the
CEO to give input on say pricing not only would I not get through but
my boss could very well get a upset phone call. So why do people still
choose to take it on frontline employees. My reading is that the OP is
more upset at the smaller size so do not take it out on the employee.
Just plain rude. Write, email, call upper mgt. the ones who make the


how did she "take it out" on the frontline employee? by Jake G. Tue April 12, 2011 @ 10:51 AM

She took it out on the front line employee... by franese Tue April 12, 2011 @ 12:53 PM

Correct by j f. Tue April 12, 2011 @ 2:52 PM

So by Jake G. Tue April 12, 2011 @ 5:05 PM

We don't KNOW by MA Cunningham Mon April 18, 2011 @ 9:39 AM
by E C. Posted Mon April 11, 2011 @ 8:52 PM

I know you're not going to like this, but everywhere is being hit by
the shrink ray. Just look at a jar of mayo. It's not 32 oz anymore.
It's 30. Or a "gallon" of orange juice. Not quite a gallon.

Restaurants are being hit by the shrink ray too. Some used to give two
sides, plus a salad. Now they only do one side. Sometimes we have to
make sacrifices in a crappy economy.


by Casmly Posted Mon April 11, 2011 @ 4:20 PM

I'm intrigued by the number of letters on PFB about portion sizes
decreasing and/or costs going up. We're at a point where one or the
other is going to happen to just about everything. Companies cannot
continue to eat the ever rising costs themselves, they are in the
business of making money. So, they either have to downsize the
product, or raise prices. I personally prefer it when companies
downsize the product. This way I can continue sticking to my budget
and still buy the occasional splurge. Who wants to spend $8 on a half
gallon of ice cream for instance when the company can downsize the
container a bit and keep the cost to the consumer the same.

I suppose if this server was rude about your question, I can
understand your being a bit upset. Although, my first thought is that
this may have been the 100th time this person had been asked about the
new portion sizes. Regardless, it sounds like he answered your
question, it just may not have been what you wanted to hear.


I also prefer when they downsize the product. I think we've got a little by Steve OH (IO) Mon April 11, 2011 @ 10:20 PM

Definitely by Casmly Tue April 12, 2011 @ 3:24 PM

by Bill R. Posted Mon April 11, 2011 @ 10:46 AM

Curtis W.,

I am confident that Panera will get back with you. Please do the same
so we know what they say.

The gentleman working the line sounds like he shared what information
he had as best he could probably knowing the message was not going to
be received well.

This is a question best responded to by a manager who might have
explained it a little differently and maybe even made a one time

Thanks for sharing.


by Chadg Posted Mon April 11, 2011 @ 10:09 AM

I suppose they could raise prices to keep portions larger, would you
be ok with that?


What do you want the apology to be over - the new portion amounts, by Steve OH (IO) Mon April 11, 2011 @ 12:24 AM

I didn't get that either. by MA Cunningham Mon April 11, 2011 @ 2:52 PM

What more could the writer ask for? by Jake G. Mon April 11, 2011 @ 3:13 PM

by MA Cunningham Posted Mon April 11, 2011 @ 3:41 PM

Again, just from the words he relayed, there was nothing "unpleasant"
in how he said it, aside from not being what they wanted to hear.

Why should a minimum wage grunt be responsible to take the heat for a
decision that he had nothing to do with? If she really didn't like
it, did she or her mother ask for a manager? If he had an attitude
too, then I might be able to see the frustration, but that didn't
happen here.

Not really sure why concepts like these are so tough for YOU to grasp!

by Jake G. Posted Mon April 11, 2011 @ 7:22 PM

The customer is the one who says it was actually "unpleasant". Who
are YOU to say otherwise since you weren't there?

How do you know he didn't have an attitude? Sounds like he did.

And I love the way you diss "minimum wage grunts". You sound like
you're pretty full of yourself.

Anyone who faces the customer, whether they make minimum wage or
maximum wage, should treat the customer nicely. And if they can't
they should be out of a job.


Just as No does not equal rude.. by Harleycat Mon April 11, 2011 @ 5:14 PM

That's mature by Jake G. Mon April 11, 2011 @ 7:19 PM

You're Mature by Chadg Mon April 11, 2011 @ 8:43 PM

You're funny by Jake G. Mon April 11, 2011 @ 9:37 PM

Yes, it is mature.. by Harleycat Tue April 12, 2011 @ 12:35 AM

No it's not mature by Jake G. Tue April 12, 2011 @ 10:52 AM

sarcasm by Chadg Tue April 12, 2011 @ 3:32 PM

bitter by Jake G. Tue April 12, 2011 @ 5:17 PM

My favorite (and justly TRUE in this case) quote by Sheldonrs Thu April 14, 2011 @ 12:03 PM

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