Panda Express — Restaurant in Gilroy

There were a few things that has gone terribly wrong:

First, your website stated that this location is open till 10pm. When we arrived right at 9pm (to pickup a mobile order that is to be ready by 9:05p), we can see from outside that the inside is already cleaned and chairs put up, and entrance door LOCKED. I guess I could help excuse that they're only open with drive-thur, but wait a minute, I'm here to pickup a mobile order - and this is the gist of what I'm going to write about. What was appalling is that at that very moment, one of the employee (let's call her Manager-A, with a headset) was opening & re-closing the door for an employee to leave so I began to explain that I'm here to pickup an mobile order that should be ready very soon, if not already ready. She continued to re-lock the door and walked inside away from me without bothering to address me.

I continued to stand outside of the door and tried to get the attention of any of the employees (there were like 5-6 employees) behind the counter. Finally another employee (let's call her Manager-B, with a headset) just signaled to me with hand gestures that I need to go through the drive-thru as the dining area is closed. I told her (shouting through the shut glass door) that I'm just here to pickup my order which should have been ready by now; They didn't even bother to ask the name/check the status of the order. She just gave an excuse that "oh your order is not ready, go to the drive-thru". This is crazy as my order couldn't have been simpler - it was 3 orders of chow-mien side!

As the dining room has been closed, there were already a bunch of other customers (upon realization that they have to go to drive-thru instead) lining up at the drive-thru. I told her that the purpose of the a mobile order was for quick pickup, having to wait in line at the drive-thru following other customers who were there to order and wait for an order defeats the very purpose of mobile app pre-ordering. In the end, I left at 9:06pm, my order should have been ready anyways, but no employees were there to help finish and pass...

Reason for 2 stars is because this location has the best food and it offers a drive thru. But poor customer service. The female that takes the orders over the drive thru intercom is rude. EVERY SINGLE TIME. Like listen sweetie, I work just as hard as you do and I choose to give you my money that I earned and every time I visit this location you have the worst tone to ur voice. If you hate ur job and don’t want to deal with other people, please do others a favor a find another job. I hate giving my money and receiving a nasty attitude. Update to my last review, last time at this location. I pay the people who work at this location and in return i get charged for food i order and i get laughed at. Not sure whats so funny. I called to complain yeah boo its me who called and the manager laughed also, laughing at what? That i just paid your wage for food i never received. This location needs to be shutdown and all employees don’t deserve unemployment benefits. Sick of being treated inhumane by...

Always busy, expect waiting 30 minutes thru drive thru or walk up pick up during lunch and dinner hours. You can probably order ahead these days and cut that time significantly, but not sure. Staff not too friendly but I think that's cuz they are so busy. Never have had my order messed up. Portions are smaller than other panda expresses I've been too like in Morgan Hill. My mushroom chicken today had 1 squash and 2 mushrooms, all chicken.....so don't expect consistent amounts of ingredients in your dishes. Honey walnut shrimp, mushroom chicken, and orange chicken are my favs. The chow mein and rice are not the best, they could do an overhaul on those. Chicken egg rolls are good. Wish they had soup on the menu. Food is bland and basic enough my kids love it and they barely like anything other than chicken tenders. Tried some kind of spicy chicken dish the last time I went and that was good too but I can't remember the exact name, I'm guessing szechuan chicken maybe....worth trying...