Panera Bread

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Filed on: September 19 2009

Filed by:
Debra Coleman
700 Custer Ave
Evanston IL 60202

Filed against:
Panera Bread 645
1700 Sherman Ave
Evanston IL 60201

Complaint Description:
I have a very serious complaint towards your franchise located, 1700 Sherman Ave, Evanston - [protected]. My 12 year daughter and her friends went to the movies and decided to go to Panera Bread for lunch. Like most 12 year old girls they had money to get food but not soda so they asked for water. When given the cups for water, mind you only three of girls were confronted. The only Caucasian girl in the group was not harassed. My daughter, my granddaughter and their friend of Hispanic and African American nationality, were accused of stealing soda. There cups were snatched from them and they were told to leave the store. Frighten and embarrassed by the store manager, Matt Toren they left the restaurant. One of moms called the restaurant and spoke with one female manager, who apparently just came on her shift as Mr. Toren was not available. A very upset Maria Tovar asked to speak with the manager that was involved, Mr. Toren who called her back and stated that the 4 girls were harassing his staff for water. They were stealing soda and having meltdowns. Further questioning Mr. Toren who could not provided any evidence that the girls were doing any of these things, stated that they did not say or do anything that warrant the threat he made to call the police. It was store procedure and since the girls look like they were in college and not 7th grade which they are. The store apparently has problem with college and school students coming into the store behaving badly. However what does this have to do with these girls who were not doing anything but trying to get water. This manager assumed the girls were some former customers that came in did these things. He assumed since they were of color they were stealing. He in fact, lied to the other parents, that these girls were having meltdowns, stealing and harassing the staff without getting any information on them for the police. He offered no support to his claims regarding this behavior. I feel that my daughter and her friends were harassed by this Store manager because they were of color bottom line. I won't settle for my daughter and her friends being treated this way by anyone. I have a lot of connection and I plan to let everyone know about the way these young girls were treated at your establishment. These are bright and lovely girls, citizens of Evanston, Illinois whom have never been in any trouble. I am appalled by the action of this manager, Matt Toren. He can't assume that all groups of females and people of color are the same. I plan to pursue this complaint to the highest level I can go because this is highly offensive especially since his attitude was completely different with the mothers of the girls of color and the white father of the other girl. Thank you.

Your Desired Resolution:
I am not sure in this case

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded