Panda Express — Restaurant in Brighton

This location is inept when it comes to processing online orders. The eat-in service and quality of food are standard for Panda, so we continue to use this location when we are in town visiting family. I do not have any issues at my local Panda, which is why I know this location is sub-par.

Over the last year, EVERY SINGLE ONLINE ORDER submitted to this location is not even started until we walk in the door. We could be fifteen minutes early or fifteen minutes late based on the time we are given in our order confirmation, and EVERY SINGLE TIME the person at the online pick-up counter says “oh!”, like the fact I submitted an online order is breaking news.

Tonight was the last straw for me. At 6:50 on a Sunday night, there were no people dining in, no cars visible in the drive thru, and two small parties waiting in line. I walked to the pick-up counter and asked for my order. It was supposed to be ready at 6:40. At 6:50, my online order ticket was pulled off the printer and my order was started ONLY because I showed up. They were out of two different entree items that were a part of my order, forcing an additional wait on top of regular processing time. (This would have been caught sooner if someone actually had the responsibility of watching for online orders.) After both parties from line were served, I asked the cashier who was at fault for missing my online order ticket. He told me “no one.” I asked for a manager.

The manager came over quickly, which was the only nice part of my experience with her. I asked why every online order experience I’ve ever had, SPECIFICALLY with this location, has never gone well. She had nothing to say. I asked her why they advertise online orders (there was a sign on the cash register that said “Download the Panda App! Save Time!”). She had nothing to say. I asked her if I was supposed to call in after submitting an online order to verify that the ticket was received, and she didn’t have an answer. At this point, I know that she genuinely didn’t care that I was frustrated. She offered no remedy for my disappointment other than a flat “I’m sorry.” I’m still frustrated because I do not feel she will take the steps to improve on this broken part of her team. I’m also frustrated because there is no where to report her failures as a manager on a corporate level. This solidifies that this location will never improve because the manager doesn’t see a problem, and the company as a whole has no way to know there is an issue.

If this was the first or second time this had happened, I would have been understanding. If it had been a busy night, I would have understood. (I’ve seen this location extremely busy before.) But after my order was finally complete, it was after 7:00. Over twenty minutes after I was told it would be ready. It would have been more efficient to walk in and hold up the line while ordering each entree for my entire party, than it was to use the online ordering process for this location. This has happened - at a minimum - ten times before.

I’m aware the definition of insanity is doing the same thing over and over and expecting different results. We will not be using this location when we come into town anymore, especially after the lack of care from the...

Not sure where to start. Entire visit to Brighton store went from disappointing to one of the worst restaurant experiences I can recall. Store hours are posted on line and on the door of the store as closing at 2100 and drive through closing at 2130. My son loves this franchise and wanted to treat me to dinner there. I have never been. We drove 20 miles. Arrived at 2040. Door was locked. Staff in store did come to the door. Asked us to please use drive through We did. Son mainly wanted chow main noodles. I wanted walnut shrimp with Greens. All three items. “Not available”. We both then received “ what was left”. Orange chicken and beef and peppers with fried rice. I ordered unsweetened tea. “we just poured it out”. It’s 2045. Store open for another 45 min. Why would they throw out the tea. “I’m told it’s to reduce food wastage” What? I ordere water “ were out”. Out of water? What is going on. Is this a store that just opened and it’s run by middle schoolers. Or is this a franchise? I drove over 20 miles, My son spent over $28.00 to receive food we didn’t want and nothing to drink. My son was embarrassed by how bad this experience was. Your company should be the ones embarrassed. If you do not want to cook or serve food after 2030, then close at 2030. We didn’t get a leftovers discount. My son paid full price. I’m certain the store owner and corporate leaders are unaware of these shenanigans. Staff just wanted to go home so they started shutting it down early. Guaranteed they walked out the door 2130. Glad they got out early. But so disappointed in the restaurant. Complete lack of customer service, poor performance employees. Have a locale Chinese restaurant in Pinckney “China House”. Family owned. They have has great food and super customer service. Should have supported local business that appreciates the money we all work so...

Let me start out by saying...I LOVE Panda Express in general, but this location stands out for a few reasons.

One being, they have a drive thru. I have only used this feature a few times because I find it easier just to pop inside and order. Not everything they have for the day is listed on the drive thru order menu board, so I found myself asking more questions than anything when I was in the drive thru. It is however still a nice feature if you are in a hurry and don't have time to go inside.

Let's move on to number two. The employees here are AWESOME. Everyone here is super friendly which makes ordering a breeze. Don't know exactly what you want? No worries, they will give you samples of what they have so you can figure out exactly what you're in the mood for. The employees here got out of their way to greet you and make you feel welcome, which I think is awesome. Everyone seems to actually enjoy being here, unlike many other fast food establishments you may visit.

And last but not least, number three. The food is always fresh, great tasting and gets replenished often. The portions are hefty, and the price is affordable. There is rarely a wait, and the restaurant is always clean.

I don't come here looking for authentic Asian cuisine. I come here looking for Panda Express, and that is what I get flawlessly....