Panda Express — Restaurant in Covington

Edit: I guess someone was listening. This Panda Express was awesome when they first opened. Then they were absolutely terrible. A lot of people complained and I even contacted corporate to complain. I was offered a free plate so we went back in about 2 weeks after the complaint to corporate. The manager was working the line and training employees. So for the last few months, service and food quality has drastically improved again. We had essentially stopped going for quite a few month but now we visit a few times a month again.

It started off really well! But service dropped off a cliff in the last few months. If you place an online order, don’t go by the pick-up time. Add AT LEAST 15 minutes to whatever it says and then plan to still wait for anyone to actually help you when you get there. There is a pickup counter for online orders that isn’t used for some reason. When you arrive, stand by the pickup counter for several minutes while you’re ignored. Eventually someone will ask if you need help. Maybe…

The food quality has also dropped quite a bit since first opening. They don’t portion the sauces and other ingredients properly in the orange chicken like they did when they first opened.

Edit October 2023 - there is absolutely no reason to order ahead. They will still help everyone in line before they help you. I ordered at 6:15 for 6:45 pickup. Arrived at 6:55 (again, they’re never on time) then waited for 10 minutes before just cutting in line and asking...

Service: As a business owner I am always looking for a kind welcome when I approach a counter at a take out restaurant. Unfortunately, at this location that is not what I received. The person serving me never said even a hello while we stood waiting for them to finish up the man's order in front of us. Then when they came to take our order they just stared at us and looked like they were miserable. I smiled trying to lighten the mood, which didn't work, and my son and husband ordered. The employee moved slowly and without any intention to be kind towards us.

Food: I am a pescatarian and so the Honey Walnut shrimp is my go to at Panda Express. As I looked at the food it looked as though it had been sitting for a hot minute and instead of getting any fresh, with a frown on their face, the employee pushed another team member out of the way who also needed the shrimp for drive through out of the way to scoop the last dried shrimp into my container. I didn't feel like making a fuss so I just went with it because I had also got some of the new spicy shrimp. When I tasted the HWS it was indeed dry & white rice was overcooked and sticking together.

Atmosphere: The place was clean but the staff dispositions in the whole place were dismal. Which created a somer vibe.

In my opinion management needs to work on morale and team building. In my experience poor service generally stems from...

Despite closing at 10pm, my husband came in at 830pm last Friday and the whole place was a mess. There was no one in front of him, half the food bins behind the counter were closed. It was okay because they had everything we wanted. My husband ordered it and before the girl behind the counter could get the shrimp he wanted, another girl working the drive thru pushed past the counter girl and took about 6-8 serving of the shrimp clearing it all out. A guy in the kitchen was cleaning everything and closing the kitchen down, so we were told we couldn’t get what we wanted. We ordered what they had left, asked for sauce at the register and were charged for it. Only to get home and have no sauce. This place is a joke. The entire time a older manager man was running around yelling at the poor workers but not doing a single thing else. I filed a complaint with Panda Express corporate about the...