ComplaintsforPanda Restaurant Group, Inc.
Carry Out Food
HeadquartersMulti Location Business
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Complaint Details
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Initial Complaint
11/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My order last night was **** mien, super greens, broccoli *************** chicken. About half way through my mushroom chicken, I encountered the spiciest & hottest thing I've ever had in my life. There was a hot pepper (that's used in your kung pao chicken) mixed in my mushroom chicken that I didn't see and chewed. I have never, ever had anything this hot in my life. I began coughing, choking, lost my breath, eyes watering, mouth / throat on fire, lips on fire. My husband grabbed me milk which barely helped. It was awful. I spit out most of it - I had swallowed some. This episode lasted for at least 20 minutes!!! I was sick last night & had a headache from coughing so hard. I have a few sores on the inside of my lips today and my mouth is sore. I called the store to let them know & they barely cared. Cross contamination like this is totally unacceptable! We ordered nothing spicy & in no way expected this. This store needs to be more careful!!!Business response
11/07/2024
Hi,
We will reach out to the guest directly to address their concern.
Thank you,
Guest Care
Initial Complaint
10/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was called today about my case decision guest ticket #******* and your representative ****** was very rude. She said my claim was baseless to paraphrase. She kept saying it takes 48 hours for someone to get sick in which it took 4 for me. She also said nobody else got sick with complaints of food poisoning at that time like the person who served and prepared my food couldn't have just came from the bathroom and didn't wash his or her hands then prepared my food that made me sick for a week. She said I didn't have blood work and I presented a blood work ad diagnosis of enteritis to her with a the facts on the paperwork. She also hollered at me saying, you should not make accusations that Panda Express gave you food poisoning which was insensitive about my experience. She say your company would give me a courtesy payment of what I came out of pocket which was 1200 dollars of 2400 medical bills. I said to her so you guys are conceding a payment to give me money but not conceding to say I got sick from your food. She immediately said if you want take the courtesy payment I will tell my manager you denied the offer and we will send you a denial letter then she said this conversation is over and hung up.. I've been dealing with ****** not communicating with me for over 5 in a half months. She seems like she got mad because I contacted you guys multiple times because she would not return my calls or answer he phone. I sense her decision was based on he feelings of me complaining on her complaining against her. She needs to be trained on how to deal with people. All the other **** I talked to like ***** were awesome. I respectful would like to take to a manager of ****** to resolve this issue I been dealing with for all these months. *** sincerely retired military disabled VeteranInitial Complaint
10/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have placed several orders from the Panda Express location at ******************************************************************** over the course of the past year. Occasionally I will not receive the order. That is the case with this complaint. I am unable to reach the location via phone to report the missing order as the phone just rings with no answer and then finally a recording is played saying "no one is avai,able, goodbye". I have NEVER been able to reach anyone and have to contact my bank to dispute the charges each and every time this happens. There needs to be a change put in place to address this kind of issue. I am looking for any apology as well as a full refund of these charges. My wife and I are both disabled and cannot pick up food orders so we rely on ordering out. Please do whatever you can to resolve this issue.Business response
10/30/2024
Hi,
Thank you for reaching out to Panda. We have processed a refund and communicated to the guest directly on 10/15/24.
Thank you,
Guest Care
Customer response
10/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
10/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Delay at the cashier with incessant cackling between Latino cashier and elderly female consumer post purchase of length longer than 12 1/2 minutes. Complained to female Asian supervisor. Indicated a regional complaint would be filed. Please remove incompetent Latino cashier from the cash register. She is incompetent and does not move consumers efficiently through purchases.Asian female supervisor runs the facility with competence and yeas Panda Express is a GREAT COMPANY with GREAT FOOD!! - **** *********, ************************************************************************************************** ************Business response
10/15/2024
Hi,
We will reach out to the guest directly to address their concern.
Thank you
Guest Care
Customer response
10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22415646, and find that this resolution is satisfactory to me.
Sincerely,
Rick CarpenterInitial Complaint
10/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
The order was not delivered. I did not receive a message from the dasher or a tracking number.MICHIGAN & VINCINNES *********************************************************************************** ************** 0rder # ***************** Customer Name:JesusB Customer Email:.Customer Contact ************************************************ *********** Payment Method: PayPal.Amount: $48.89 ORDER FOR DELIVERY (Estimated Delivery Time)Order scheduled for delivery at 9:41 PM,TODAY (FRIDAI,10/11/2024)Initial Complaint
10/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On September 29th 2024 My wife and I got take out at the Panda Express in ******* Ma store 3001. While eating my wife felt a sharp pain in her mouth and immediately spit out the fried rice she was chewing. We found a bent up metal staple. luckily she didn't swallow it. I submitted a customer ticket to ********************** and they said someone would contact me. I saved the staple in hope they would want to see it and try to get to the root cause of how it got into our rice. Maybe packaging opening mistake or something. We have always had good experiences with buying their food. The request ticket number they gave me was ******* and my receipt number is ******. I would like an explanation of what they are doing to safeguard this from happening again. This could have been a really bad situation if my wife had swallowed this staple.Business response
10/15/2024
Hi,
We will contact the guest directly to address their concern.
Thank you
Guest Care
Customer response
10/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22408890, and find that this resolution is satisfactory to me.
Sincerely,
Nelson MeloInitial Complaint
10/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a carry out order for 2 plates from the ************************** website on 9/14 (order # *****************). I selected chicken and beef entrees for my order, but when we opened the bag that my husband brought home, there were pieces of shrimp in both of the 2 plate containers. I did not order shrimp, as my son and I both have shellfish allergies and cannot eat shrimp because of medical restrictions. We had to throw both plates out to avoid having an allergy incident as the shrimp was touching the other food in the plate container. We had ordered Panda for dinner for our family and we ended up having to throw out the food that we paid for. Thankfully I had checked the food first before my son started eating, which would have triggered an allergy incident. I have tried calling the store, but the line rings for 2 minutes and then disconnects. I have reached out to Panda ********** 3 times over the past few weeks, but I have not received any response or resolution for this issue - please see ********** Ticket #******* for your reference. I am requesting your response to resolve this issue.Attached is the following documentation for this issue - (1) pictures of wrong shrimp items in entree container, (2) Panda ********** Ticket #*******, (3) Online Order Receipt Email (shows I only ordered chicken and beef, not shrimp).Business response
10/08/2024
Hi,
We will follow up with the guest directly to address their concern.
Thank you,
Guest Care
Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 18, 2024, at approximately 8:30 PM, I visited the ***** location via the drive-thru. Upon arriving at the payment window and stating that I intended to pay using Apple Pay, I was asked by the female cashier to hand over my phone. After complying, the cashier dropped my phone on the hard ground outside the drive-thru window.I questioned why my phone was needed for the transaction, as I had previously paid using Apple Pay at this location by having the card reader extended to the window. The cashier insisted that the machine did not reach, despite my having successfully paid in that manner several times before.When she requested my phone a second time to complete the payment, I declined, given that she had already dropped it. Both the female cashier and a male employee continued to insist that the card reader would not reach the window.Frustrated by this situation, I expressed my displeasure and left without completing the transaction or receiving my order. Upon returning home, I noticed scratches on the bezel of my phone that were not present before this incident.The following day, I contacted the store to speak with the General Manager (GM) and was informed that she was not available. I left a message but did not receive a callback. I have since made two additional attempts to reach the **, but my calls have not been answered.I am submitting this complaint as the store has failed to address my concerns or respond in a timely and professional manner. I will allow the business an appropriate amount of time to respond before considering further action, including potential litigation.Business response
09/25/2024
Hi,
We will follow up with the guest directly to address their concern.
Thank you,
Guest Care
Initial Complaint
09/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I saw little insects everywhere on foods mental counter makes disgusting affect my stomachache more upset when I order and traumatic in location didnt clean up before setup foods without pest or insects can affect me or anyone get sick. I have a proof video alsoInitial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Would like refund of $12.20 issued back to original payment method which was **** ending in ***** as seen on receipt I have included. This occurred at your *********, ** location store #**** on 09/19/2024 at approximately 5:30pm. I was not greeted. I waited 10 minutes for one food item I wanted. By that time the other items I wanted ran out. Had to wait again. Then left and had cold food, the steak was all fat, very gross, I eat panda average 3x a month, first time this location, hate complaining but this was one of those occasions where I needed to. Thank you for your time.**** *******Business response
09/20/2024
Hi,
Our team will follow up with the guest directly to address their concern.
Thank you,
Guest Care
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Contact Information
Customer Complaints Summary
227 total complaints in the last 3 years.
99 complaints closed in the last 12 months.