I placed a very small catering order online. Unfortunately something came up and I had to cancel the order. Their web site indicates the order can be cancelled up to one hour before the scheduled pick up time. I cancelled the order at least 4 hours prior to pickup. I was surprised when the charge still showed up on my credit card. I called the number on the web site and after spending over 1/2 hour on the phone, they said there must have been a "hiccup" in the system, but I would have to contact the manager of the pick up location to try to resolve the issue. I cannot spend another hour on the phone, I disputed the charge through the credit card. Regardless of the outcome, I will not order from Panera again, the food is good, but the aggravation of this is just not worth it.