Panda Express — Restaurant in Alexandria

I’m still hungry. I have eaten at this Panda Express every week for several weeks. I like the food, but let’s talk about customer service. I always spend $13-$15 on my meal and always donate to the respective charity they are supporting.

Today, I went through the drive through. I was the first person in line. I ordered my usual that involves honey walnut shrimp. I was told it would be a 3 minute wait on the shrimp. I said, “No problem.” I drove forward, paid for my meal and donated $1 to the charity of the day. I was then asked to drive around and park - they would bring my food out to me shortly.

Please remember, I, like most people, have a certain amount of time for lunch. Well, 15 minutes later I had watched SEVERAL people come through the drive through and drive away with their food. I had to get out of my car and walk up to the door. A cook sees me and comes out to the door. He greets me with, “What can I do for you?” I stated I would like a full refund for my meal. He states, “Then you’ll have to go back through the drive through.”

At this point I’m livid, because the drive through is backed up with vehicles. But, I go pull in. Five minutes later a woman who looks like a manager comes walks out and up to my vehicle. She states, “You want a refund?” I say, “Yes.” She asks, “And what did you have?” So, I just hand her my receipt. She explains that she has a trainee and the trainee didn’t write down which meal went to which vehicle so she was confused about where to bring the food. She then states that my food is ready and walks away.

First, never make your customer go back through the drive through and wait an additional 10-15 minutes to get a refund.

Second, never blame-shift to another staff member. If you are the leader, take responsibility and apologize for the inconvenience.

After all this, I get to the window to receive my refund receipt and the staff member does not greet me or say anything except, “This is the one that wants the refund.” Thanks for the apology.

Third, teach your staff to ALWAYS put on a smile especially with a disgruntled customer.

Unfortunately, I left with no food and no lunch break left to go somewhere else. I won’t be coming back. I’m...

Me, my wife and my daughter just went to this location, usually don’t have any problems with the service or the food. We ordered and the nice lady at the window said it was going to be a 10 min wait on one of the items that my wife ordered. Okay, that’s fine so we get our drinks and pull around and wait and wait and wait and wait 10 mins turned into 30 mins and people that got there after us were getting their food. I got out of my vehicle to try and go ask someone how much longer it was going to be. The lady came to the door and said they were still waiting on the item my wife ordered and ask me if we wanted to switch it out with another item. I said yes and we got our food and left. My problem is, if you know it’s going to take longer than 10 mins don’t tell customers that it will be 10 mins. If you don’t know and you find out after the 10 min mark, come out and tell the customer and ask them if they want to switch it out at that point, don’t wait 30 mins after the food is supposed to be out and then come out just because you see them get out of their vehicle. When you handle situations this way it makes the customer feel like you don’t value their time or their business. I love this location and I want to see it do well, but there needs to be better...

I found a gluten free option here, it's the Teriyaki Chicken with Mixed Vegetables and NO BASE SAUCE. It can't be guaranteed GF, but no wheat, barley or rye is in this dish, just cut the sauce. The Chile sauce is hot and would give Tabasco a run for it's money so...you've been warned. It's open and new at the time of this review and I experienced no problems on this visit but if you do keep in mind they are working the kinks out just like any new restaurant would. Food was delicious that I had, and given the limits of what I can eat I can't give a more expanded review of the other menus items. The people were friendly and everything was clean, including the restrooms. When you come here, turn at the light like you are going to Wal-Mart and head right.

I'll feast here anytime I travel to Alexandria and have a need for quick, tasty asian.

*no actual Panda is on the menu, fyi. I know we locals like our exotic game meats so......