Panda Express — Restaurant in Gurnee

I have been a dedicated Panda Expresser everywhere I have lived, but this last experience was the final straw. I went into the Gurnee, IL location to place a take out order to find it was Cash only, the card reader was broken. No problem. I will place an order online and pickup. Typed in Gurnee and placed an order. Order populated Waukegan without me knowing. Never ordered or been to Waukegan. I called the location to cancel the order and they did not pick up 3 phone calls of mine. 4th phone call they answered and told me they don’t offer cancellations, but I’m at the Gurnee location and they say all locations offer that. Then the Waukegan walked back their statement and said the manager on duty couldn’t and we had to call back 4 days later to cancel and get a refund from the real manager. Back to Gurnee, I place a new order to pick up while in store, all the workers know me now as I’m the only person standing in the store for 15 minutes trying to get this sorted. I place the order but the workers can’t start my order until they receive the ticket. As this happens 3 people walk in. They take the walk-ins and run out of the food that I ordered. The cook “didn’t hear” that they needed more orange chicken and I was told I needed to wait 8 more minutes for my food. I get my food, now 30 minutes after I walked in. Get home to eat and find my rice hard and...

This location needs better staff and better management. The manager, “Jacky” needs to practice better customer service. I clearly asked her for 3 plates and she quickly told me to wait about 5 minutes until the teriyaki was ready. I was completely okay with waiting since I knew the restaurant was busy but she forgot to repeat my order back to me. I waited about 10 minutes and it wasn’t until she saw me get up when she started to serve my plates. My mother asked if she could get an order of egg rolls and she directed us to ask the cashier. Do you mean the cashier with no gloves handling money ?? Anyways, I was only being charged for two plates and asked where the third one was? Both the cashier Brian and Jacky said that they only heard two plates and that now I had to wait 5-7 more minutes for a side since they ran out again. I never got an apology for having to wait so long and these two individuals were very defensive. I asked Brian for the store manager’s name and he pointed at “Jacky” who I don’t believe is the store manager. I will call in to complain about this because that is not how you treat customers. You all have a job because of the customer!!! Don’t try rushing people out by not reading their order back to them nor acknowledging the customer even being there. WORST...

I had an amazing experience with a day-of catering order. We had food plans fall through last minute for my sons bday so I called the store around 11:30am for a 6pm pick up of food for 20 people. The manager, Raul, was extremely kind and helpful with the order. He displayed zero annoyance lol for the last minute big order. I called and added food on before pick up and again it was no problem, they made sure to get it done for me and were happy to do so. The food was made fresh for the pick up time and he helped get it all in the car. The food was prepared fresh and warm and everyone enjoyed the food! We did teriyaki chicken and orange chicken in large pans and a small container of chicken and green beans. Noodles and rice and broccoli as sides. They gave me all the silverware and napkins and sauce packets we needed, all I had to get was plates. Fortune cookies were also provided! Highly recommend this panda. I am so grateful to them for taking the stress out of a stressful situation for me! ALSO- the price for the amount of food was incredibly fair. It fed 20+ people and we...