Panda Express — Restaurant in Cleveland

As I frequently dine at the Panda Express at least once a week. Up until recently I've had really no issues to complain about until now. I recently bought an3 plate dinner an asked for a certain item, when I got home to my surprise the item wasn't in my dinner. I called the store and told the clerk. She was curt, talking fast and trying to rush me off the phone. She said someone else took your order via the drive thru and I just pull & fixed your. I said okay then why did I receive the wrong item. Then she said the item that I asked for is not on their menus yet, therefore it is ringing up another entree. She mentioned that management hasn't changed it their system. She said she was sorry & would put my name down in their book for a free dinner the next time I come in. Okay I come in the next day to redeem(get my free meal) and to buy another meal for my boyfriend and the lady said she didn't see the info in the book, but she gave it to me anyway, she had a bad attitude & she was very curt. She wasn't friendly & and wasn't helpful at resolving this issue. We decided to sit down and eat, so we got our drink and eating utensils. I opened up my container and then opened up my second container with my third entree. I started putting some of it on the lid of my other container when I saw what looked like a small thin object that looked like plastic or metal. I immediately got up and went to speak with the cook. I asked him what is this and he said it was a piece of the whisk brush that they use to clean the wok. Then I said yeah but what is it doing in my food? He looked at me and didn't say anything. He said he would go and talk to the lady I said that had a bad attitude. When she finally came over to talk to me after finishing off with some customers she said how can I help you and I said didn't the cook talk to you, and then I showed her the food. I gave her the same spiel I gave the cook, then she said, so !!! what do you want me to do, real curt, non apologetic, no smile nothing. Then she said I can give you another order of which I said I dont want another order of the same thing, I then said I would like the new shrimp with vegetables (remember the one that they gave me the wrong thing previously) and she said she, couldn't give that to me. I then said I would pay the 1.25 cent difference and she still refused. So I got something else. I like their food but will try another location. I should not be penalized & have to go to another location due to the bad attitudes & customer service skills of the employees at (2960, Cleveland Ohio, Steelyard) that servers name is Imani S. Hopefully this person can get better training in customer service &...

I have been to this location twice now. Both times could have been a very positive experience had it not been for the young black girl cashier, with long braids who is one, not only incredibly snobby and rude, but totally screwed up my order the first time by over charging me by $27. She added four EXTRA meals of something that I did not purchase at all. Luckily, I caught it on the receipt and went back with my order in hand. The manager was very kind and refunded me, but when I brought it up to her at first, she rolled her eyes and was like, "how did I overcharge you? you got this, this and this.." I told her, "no, I didn't get these four items here."

She then began to get mad and annoyed, as if it was my fault this happened. No apologies from her at all and she acted like she did nothing wrong. It took three days for the refund to hit my bank account. Second time I went, she didn't greet me or say thank you, goodbye, etc. Just handed me my food. What happened to having good customer service? Is it a forgone thing these days? I don't mean to come off rude, or like a "Karen".

I believe in good customer service and not making mistakes like that in an industry where customer service makes up for a large percentage of a positive experience...

Went in for the first time last night @7:50 sampled three proteins. Asked for fresh chicken eggrolls and black peppered steak. There was one egg roll in the pan that looked like it had been sitting for a while and the pepper steak was also old and dried out. Server told me it would take 10 minutes for the fresh food. I waited. Food came up and I went to the car, tasted it and it was bad. Went back in to complain and realized she in fact didn't give me any fresh food, she was slick and gave me the last of the old food. Another lady-Wen Offered me fresh food but again said it'll take 10 minutes. The same original 10 minutes I waited for at 750. Now it's 810 and I didn't want to wait any longer. I ordered something else. I emailed the GM Kim right away and her response was, Hello,

I hope you are having a great day. I apologize about this incident. I will make sure this will not happen again.

I WILL never patronize this business again. No accountability from the GM down. What a nonchalant response for a GM. No wonder why employees deny customers request...