P.F. Chang's — Restaurant in Franklin

The dine in experience and service has been average but the Take-out experience has been terrible!!!!! My order is always wrong, food isnt always warm!!! It’s a flip of the coin if they get it right due to an allergen.

I always have to wait a long time to get my order corrected. My last visit on 06/29/2024 was terrible. I’m never charged to add vegetables to my entree. The couple times in the past that they did it was refunded and manager apologized since they don’t ever charge when you “dine-in.”

Apparently there’s a two-tiered pricing that’s not expressed on the menu. The manager I spoke with earlier this evening looked at me like he was a dog and I was a piece of meat.

He wouldn’t make eye contact but looked everywhere else. Now I know how young women feel around creepy and crusty old men drooling. It was truly an unpleasant and unprofessional experience.

The Manager Matt (if that’s his real name) acted like he couldn’t care less and wouldn’t communicate or be professional and attempt to communicate.

When I asked why I’m never charged for adding vegetables while dining in and rarely ever on takeout. He said “We just started doing this a month ago so it is what it is.”

That’s all he said while looking at me in a creepy manner among other things. Truly a disappointing and uncomfortable experience.

The money part was only $3.00!!! Not a big deal!! If he would’ve been professional, communicative, and not inappropriately look at me like a piece of tail then I wouldn’t be as frustrated.

Communication and customer service is touch and go at this place but there was ZERO from this guy!! He was sarcastic, snarky, disrespectful and if I ever go back I will leave if he’s there!!!!

It'll be a while before I even think about going back. This place has gone down hill over the past few years!!!! What a shame!!! Truly not a restaurant manager/supervisor that is representative of professionalism and customer service or the Franklin culture. Without tourism overflow and Nashville overflow they would be done.

Upper management and ownership: PLEASE FIX THIS!!!!!!!! Hire managers/shift leads that are professional and provide good customer service. Remember!!! It’s not what you’re saying but how you say it!!!! This guy failed!!! If he would’ve been kind and professional I would’ve said. “OK, Thank you, and that would have been that!!! Also when I got home my order was wrong again…....

If you want to get your order and be able to eat it, order food from somewhere else. The last few times we’ve ordered from here something was wrong with our order, but this last time was just unacceptable. We ordered delivery, it arrived quickly, but was wrong and had items I’d requested be left off via the ordering app. I called, they refunded my money and said another order would be sent out. I verified it would be delivered and that it would be prepared the way I had ordered it. I waited an hour. When I called to see when it would be delivered I was told the new order was never put in. The manager actually asked if I wanted to order a new order and pay for it and come pick it up! After I’d waited for an hour, it was now after 9pm, and I was told they didn’t have any delivery drivers. The manager was rude and sassy; and having to come pick up the correct order nearly two hours after placing my order for delivery was an unacceptable resolution. The manager was not helpful and I was surprised by the poor customer service and lack of resolution after receiving the wrong order, which I couldn’t eat, being told one thing, waiting an hour for it, only to call and be told they couldn’t do it - did I want to place a new order and pay for it and now come pick it up at 9:30 at night, 1.5 hours after my first incorrect order was delivered. If you order from...

I have placed a walk in order today (08/13/2022). We are vegetarians and don't eat any kind of meat. Before and after placing the order I have confirmed that there should not be any kind of meat in the food. I have at least confirmed this 10 times . I have placed an order of 'Family Meal for 2' and have chosen Veg Lettuce Wrap, Hot & Sour Soup, Lo Mein Noodles & KungPao chicken and replaced chicken with Tofu.

After reaching home I found Chicken in the soup. I took the complete order back to the restaurant and spoke to the manager. First of all she was very rude. She said that she can't replace anything as this is a bundle and simply said Sorry. Is Sorry really enough for these kind of blunders. Its not about replacing items. I should have been informed if there is some kind of meat when I was placing the order as I have specifically told it multiple times. I finally came back home with a egg soup as replacement. Now when we started eating we found that it was a chicken lettuce wrap and not a vegetarian lettuce wrap. The restaurant was closed by this time so I could not report it to them.

It's very pathetic to see how a big brand restaurant is serving and treating its customers. We will never go to PFChang's. Please don't do it with other customers.

Hope I could give 0...