ComplaintsforPei Wei Asian Diner, LLC

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found pubic hair inside Pei Wei my takeout order. I contacted the location and emailed them and had no response. It has been two weeks. This is appalling and disgusting. I have attached the images.

  Business response

  09/13/2024

  ***,
  
  Thank you for reaching out. At Pei Wei, we strive to make every experience a valuable one for our Guests and our culinary team goes through extensive efforts to ensure quality, freshness and consistency. I apologize that this wasn't the case in this instance.
  I know our Regional Director was disappointed that he wasn't able to connect with you. He made multiple attempts at the number provided in this inquiry (number ending 6731), and at the number ending in 6090 from your Rewards account and another recent complaint/refund request. He also sent email to the provided ********** email address. 
  
  A refund has been processed for this transaction. Thanks again for calling this to our attention. We look forward to seeing you soon!
  
  Sincerely,
  
  ****
  Guest Relations
  Pei Wei Asian Kitchen

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 31st 2024, I placed an online order at Pei Wei, Pearland, ************If only could I rate a -0. This four eyed lying witch of a cashier did not know how to do a partial refund for fried rice I returned because rice was half cooked and no egg. Fried rice was wet and looked nasty. First, she tells me she would need to go to the back to process the refund for $2.29. Lying witch takes the fried rice but leaves the remaining order. After 15 minutes she returns without a refund receipt. I said mam, where is my refund receipt. She again goes to the back and comes out 10 minutes later with an 8.5 x 11 paper with guest refund for the full amount. While my head is turned. She sneaks around me and takes my remaining order and throws it in the trash. I wasn't aware she had done that until I asked :where is the bag with the remaining order:. She says I threw it in the trash because you said you didn't want it. I yelled back and told her she should be fired for incompetence. She was unable to process a partial refund so she returned the entire order and threw away what I had decided to keep. Then she lies and says I didn't want the order. If that was so, why didn't she take it when she took the fried rice. This place is a 3 star restaurant and when I walked in it was empty, not a soul. It looked clean so that indicates they are not busy. Well they just lost another customer because I will not be going back. Another thing, is that mess that is served is nothing like the menu description. The other order was for the Firecracker shrimp and I switched the rice for noodles. I could see through the clear container that The shrimp was dry without a spicy glaze. It did not look very appetizing but I was hungry. Pei Wei needs to be sued for false or misleading advertisement.I want my refund immediately and that cashier trained for lying and being rude.

  Business response

  08/19/2024

  
  *****,
  
  Thank you for contacting us and for sharing your experience. At Pei Wei, we strive to make every experience a valuable one for our Guests and our Culinary Team goes through extensive efforts to ensure quality, freshness and consistency. We are thankful for any opportunity to correct any situation where we have gone wrong. We also want our guests to have a positive service experience.
  
  I have spoken to the Regional Director in the area and please trust that we will address your feedback with our team and use it as a coaching opportunity. Additionally, he has been trying to reach you by phone, both at the time of your original complaint, and again with this BBB complaint. He continues to reach your voicemail. He left messages a couple weeks ago, at the end of last week, as well as sending an email. Today he has called twice, unfortunately reaching a voicemail box full message.
  
  I know he would like to have the opportunity to speak with you and resolve your concerns. If you could please return his call or his email, Im sure that he can make that happen for you.
  
  I assure you that your experience was an exception and not the rule at Pei Wei, and I hope you will be convinced to give us another chance. We appreciate your business and expect to earn it. I look forward to hearing from you after your next visit.
  
  Regards,
  
  ****
  
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had made a food purchase from the Pei Wei store ********************************************************************************** on 5-18-2024 $44.56. that order enable me to have a free meal reward. that reward had expired and i had reached to pei wei customer service to have it reinstated. i had received a reply under Ref #******* indicating that they WILL NOT reinstate the free meal reward since it expired on july 1st. i would like to have the business honor the reward that they offer on a continuous basis to all customer that meet the 1000 point threshold

  Business response

  07/15/2024

  *****,
  
  I apologize for the disappointment that you have had another Reward expire. Per the Terms of Use, as we have explained previously, once earned, Rewards are automatically set to expire by our system if not redeemed by the 45th day. We ordinarily will reinstate an expired Rewards upon request as a one-time courtesy for our guests. As you know, we have done so two times previously on your account as a special courtesy. We certainly don't want you unhappy with us, so as an additional courtesy, we have again reinstated your Reward for an additional 14 days. 
  
  Thanks,
  
  
  ****
  Guest Relations
  Pei Wei Asian Kitchen
  
  

  Customer response

  07/23/2024

  I am rejecting this response because:   I believe that the business should reevaluate the timeline on the expiration of the rewards. I believe that the 45 days time frame is not sufficient to accommodate the customers like myself. I travel a lot and don't always have the opportunity to be able to utilize the reward within the timeframe allowed by PeiWei.  

  I appreciate the fact that the business had added the reward back for few additional days.

  Business response

  07/23/2024

  ******/***** (account name),
  
  Thank you for taking the time to share your additional feedback with us about the established expiration date for issued Free Entree Rewards under our Pei Wei Rewards program. I will absolutely share your suggestion with our Marketing team for review and consideration, as we are continuously looking to improve our services and appreciate the input.
  
  The relevant *** for the specific concern you raised is:
  
       When do Rewards expire?
  
       A Free Entre Reward earned by accumulating points expires 45 days after it has been earned. A Free Entre         Reward awarded from a promotion will vary based on the promotion expiration date. 
  
  For any additional questions you may have about how the Rewards program works, you can find most answers at the *** page - ***************************************************************;
  
  Additionally, when the Rewards are issued the expiration date is specified with the Reward in the issuing communication.
  
  As you recognized, we reinstated your expired Reward, per your request, as courtesy for additional fourteen (14) days. We ordinarily do this for guests who inadvertently permit their Reward to expire only one time. We have done so for you on three (3) separate occasions as additional courtesies. We are grateful for your business and try hard to earn it. In fact, we are thrilled that you have been able to take advantage of the Rewards program to redeem sixteen (16) Free Entree Rewards, along with additional free items and promotional offers.
  
  We have also tried to make you happy on the nine (9) complaints you have submitted about various concerns. I apologize that we aren't able to immediately change the posted Rewards policy which concerns you. However, as I mentioned, I will certainly share your recommendation for change with the Marketing team for review.
  
  Thanks for being a Rewards member! We look forward to seeing you soon!
  
  
  Warm Regards,
  
  
  ****
  Guest Relations
  Pei Wei Asian Kitchen

  Customer response

  07/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online order on October 26 2023 to my usual Pei Wei location and for some reason it went to ********* ** and cost me $44.73. I learned this when I went to pickup my food order. The manager at the Mission Bell location said I had to contact the manager in ********* and refused to help me any further. I went to my car and called the ********* Pei Wei and spoke to the manager. He promised to get me a credit for the purchase. I then did another online order for pickup at the Mission Bell location- which worked just fine. I have been waiting for over a week and have called many times to the Pei Wei in ********* but have not received the promised refund. Here is the transaction proving the online purchase: Transaction Detail POS Debit - **** -PEI WEI - **** KNO PEIWEI.COM IN -$44.73 This is not acceptable to treat a client like this. I need your assurance immediately ******************* ****************************************************** ************

  Business response

  11/13/2023

  Hi *****,

  Thanks for bringing this to our attention. I apologize for any difficulty or delay in receiving your refund. We received this inquiry from the BBB on 11/13. Our records indicate that your refund was processed on 11/6. I hope this helps. Please let us know if you have any additional concerns.

  Warm Regards,

  ****
  Pei Wei Guest Relations

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am apart of Pei Weis loyalty program where points are accrued for purchases made. They did not offer me any notification that my points were expiring and refuse to reinstate my points. I looked at BBB complaints and they have made exceptions at least once for patrons in the past. I don't understand why I am spammed with emails yet they cannot offer a courtesy points expiration email or at least offer an one time reinstatement for me like they did with the other customers.

  Business response

  05/08/2023

  An,
  
  Thank you for calling this situation to our attention and I apologiize for any confusion. Your points expired on Mar 10 due to  six months account inactivity, per the terms of the program. You requested that we reinstate the expired points late PM on Sun Apr 30. As a one time courtesy, on the afternoon of Tue May 2, we reinstated your expired points. If you log in and review your account, you will see them there. I hope this helps. Thanks for beiung a Rewards member!
  
  Warm Regards,
  ****
  Guest Relations

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on February 28, 2023, I ordered lunch from Pei Wei in **********, ** through the Doordash app. I placed the order at 11:32am and it was delivered by noon. The bag was sealed and it did not appear to have been tampered with. I was in a meeting and was not able to begin consumption of lunch ordered until around 12:30pm. I ordered Orange chicken with fried rice, bowl of wonton soup, bourbon chicken with noodles and house special chicken with fried rice. As i took my 3rd bite of Orange chicken and began to chew I felt something hard in my mouth in the chicken being chewed. I assumed it was overcooked chicken or bone or ****** so I kept chewing. I continued to feel this hard thing in my mouth so I reached to remove it and it was a piece of metal which is reflected in the pictures attached. I immediately lost my appetite and stopped eating. I filed a complaint with ******** and then I calle dthe resturant and an employee answered.I asked for a manager and they advised there was no manager on duty. They told me to stop in tomorrow after 11am. Well I work and me leaving work to resolve an issue that never should have occurred is not my problem. I then went on Pei Wei website and filed a complaint. At that point the store manager ****** called and finally apologized because the person who initially answered did not even apologize for what happened. ****** told me that he would refund my order through Doordash, which is now 3 weeks later and has not occurred. He also stated he will make things right and to me this has been just pushed to the side and not achknowledged. This was an extrememly disgusting and unsanitary event and I will never ever eat at this establishment again. I am also going to contact the news media for assistance as this has gone unresolved and un cared for for almost a month now. I'm the only one at a loss that has gotten sick and had to take unnecessary time away from work and family to try and address this issue. I'm not happy at as a consumer.

  Business response

  04/28/2023

  *****,
  
  Thank you again for contacting us regarding your experience and I feel terrible about the situation you have described.
  
  Please trust that Pei Wei takes great pride in our food quality and kitchen sanitation, and accept my apology.  In speaking with the Director of Operations and the Regional Director, I know that they have each attempted to reach you multiple times, leaving messages. The one time they were able to reach you, unfortunately it was at an inconvenient time for you, and they have been unable to reach you since, despite multiple attempts. They did request that you be sent "Be Our Guest" e-cards, which I see that you viewed on Mar 1 and accessed again on Apr 6. Since the order was placed through Doordash, and they have the funds for the order, we are unable to directly refund the order. However, the Director and Regional Director are happy to work with you on an alternative resolution, if you could please return their call. I also placed a call today, and left you another voicemail with a call back number for Guest Relations.
  
  Please be assured that we will take your comments back to our staff and use them as a coaching opportunity to improve where we have fallen short. I look forward to hearing from you if you would like to discuss this further.
  
  
  Sincerely,
  
  
  ****
  Guest Relations
  Pei Wei Asian Kitchen

• Initial Complaint

  11/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a frequent enough buyer at this restaurant chain to earn reward from the Pei Wei platform they use to rewards the guests with free entries. One was rewarded as such, however expired again on me in October as I didn't have an opportunity to make it in sooner. When I do dine there I spend more then just an entry. I reached out to the customer service department to ask about reinstating my free entry, however I was told no due to them reinstating previous rewards for me. I think its a bad move on Pei Wei's part to be so petty on these rewards in allowing them to expire & not allowing the loyal customer use when they can.

  Business response

  02/20/2023

  Business Response /* (1000, 5, 2022/11/28) */ Jesus, Thank you for contacting us about this. We are certainly grateful for your business and thankful that you are a Rewards member with us. In again reviewing your account, I am glad to see that you have been able to redeem 16 Rewards, including at least 11 Free Entree Rewards. We never wish to disappoint our guests, and so we will ordinarily, as a one-time courtesy, reinstate a Reward that has expired. At your request, we have actually reinstated expired Rewards five times on your account. Rewards which are earned for points expire, if unused, after 45 days. Rewards which are gifted for promotional purposes typically expire after 14 days. I have provided your feedback to the team. I do have some news to share that may be of interest. We taken that feedback into account, along with that of other guests, and I believe you may see some future beneficial changes to the expiration policy. Warm Regards, Mike Guest Relations Pei Wei Asian Kitchen

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I can't withdraw from pei and I have $80 on there and now when I get on the app it close out it won't let me do anything.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/22) */ ********, Thank you contacting us about your experience with some aspect of our app, and I apologize for any frustration you have had. I have searched our systems for an account under the name, email or phone number supplied with your BBB inquiry and could find none. I also was unable to locate prior contact with us through our app or website Contact webform. I attempted to call the supplied phone number, but the outgoing message said the voicemail wasn't set up yet. I have sent an email to the supplied email address. If you could please reply to that email providing additional information about what, specifically, is dissatisfying you, and how we may assist, we'll be more than happy to help. Warm Regards, Mike Guest Relations

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed a delivery order through the Pei Wei app at 6:53pm MST on 2/28/2022 from the Colorado Springs store totaling $22.77. I provided specific delivery details, including my apartment number, reiterated the specific building number, and name of the complex. I checked the "online order tracking" and noticed it said "delivered", but there was no food delivered. I even checked nearby apartments and couldn't find it anywhere. I called the store and when the employee answered the phone, I explained the situation. She offered to check the status for me and put me on hold. I then sat on hold for over a half hour, she never got back to me, and the store then closed. I tried calling back multiple times and there was no answer. Basically, I've tried all I can think of to resolve this issue and am really hoping someone can help me out. I don't want to pay for a full meal and delivery fees for nothing. Thank you

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/04) */ ******, Thank you for reaching out to us. It is never our intention to disappoint our Guests, and we truly apologize for any disappointment that occurred with your recent delivery order. At Pei Wei Asian Kitchen, we strive to make every experience a valuable one for our Guests and our staff goes through extensive efforts to ensure quality, freshness and consistency. We also work with our delivery partners to achieve convenient, timely delivery. I am disappointed to hear that you never received your delivery order. I was happy to learn that you were able to speak with the Market Manager, and that a full refund has been processed We look forward to seeing you again soon, so we can provide you with the type of service we expect of ourselves, and that you have every right to expect. Warm Regards, Mike Guest Relations Pei Wei Asian Kitchen

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 Bourbon Chicken dinners from Pei Wei Diner on (FRIDAY, 2/18/2022) at 1831 S. Federal Hwy. #300, Delray Beach, FL 33483. My order was stolen by the delivery driver. I call Pei Wei Asian Diner and the manager said that it wasn't their problem and joked about. Sad he'd look into it which was a lie.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/22) */ Hi *******, Thank you for taking my call this afternoon. I want apologize once again for your order not being delivered Friday, and the phone interaction you had with our location while trying to resolve your missing order situation. It is never our intent to disappoint our guests, and we certainly expect our guests to be treated in a friendly and professional manner. We also strive, with our delivery partners, to make sure that guest orders result in our great food being delivered promptly. I was happy to be able to report to you that your refund had been processed. I apologize again for any delay in refund processing time. I have also made the Regional Director aware of your concerns, so it can be addressed with the team. Mike Guest Relations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩