I love Panera Bread, but I don't like when Panera Bread lies to me

Dear Panera Bread,

For the first time, but a big disappointment from Panera Bread, and it happened yesterday Sunday April 10th, when I decided to go to the new Panera Bread Cafe 1429 located in the South Bay mall here in Boston, and get some lunch.

When I get inside the location I saw this big poster advertising the NEW Steak Pannini and Cheddar cheese sandwich with a Creamy Tomato soup. Pretty nice poster, and the picture is presenting the sandwich and the soup together. I decided to order it (mmmm Yummy!!!!), but to my surprise, and then upsetting, I just got the sandwich with an apple as my extra thing, but-not-soup.

Why? I asked myself. The poster says clearly "Steak Pannini sandwich with Creamy Tomato Soup." So, I asked the cashier (lovely girl), and she told me that I was not the first one complaining about it. She said that people can ask for the soup if they wanted it, but she understood the poster did not say that. She actually encouraged me to write an email to www.paneralistens.com and tell you about this awful experience.

What???

Panera Bread is telling me something, “Steak Pannini sandwich with Creamy Tomato Soup”. Panera Bread is not telling me to ask if I want the Creamy Tomato Soup with the sandwich.

I felt completely mislead by your marketing/advertising campaign, because when I got my sandwich, I did not get the Creamy Tomato Soup you promoted through your poster as part of the deal. I love Panera Bread, I was so happy to know you opened this new location in the South Bay mall in Boston, and I have recommended your restaurants/café to many friends, but now, Panera Bread is lying to me. It is misleading me with an advertising campaign that says something, but by the end, it gives me something else. That is not right.

I hope I get a clear explanation for this misleading campaign by Panera Bread.

I am going, certainly, to let my friends on Facebook, and followers in my Blog about this, by simply copying this email I am sending you, and I am hoping, again, you says something to me, a loyal customer who has been treated not very well.

Sincerely,

Juan Carlos Pinedo