Panda Express — Restaurant in Henderson

To: Corporate/CEO Panda Express

I could talk specifically about the food In detail as it's always fresh and excellent. Their business levels are consistently active so product is steadily rotated. But I'm really not here to talk about the food. I'm writing tonight to speak of TOSHIA. I don't know of her position but I'm assuming MANAGER. Her customer service level is simply 5 STAR. I'll go into specifics in a moment.

Firstly, about my wife and I. I was a Food & Beverage Director with high end properties in San Diego and Las Vegas for most of my adult life. Also did a three year stint with the USMC as a subcontractor running Food Operations at Camp Pendleton and MCRD. You could think of me as someone who "knows the business." My wife...world traveler who has dined in some of the best restaurants that I could only have dreamed about. She might not know the business like I do but she knows people and guest retention.

Back to TOSHIA. We've had two encounters with her. She's truly there for the customer. She's taken our on line order and the subsequent phone call thereafter. We had special requests. She even wrote a personal note on our paid receipt with regards to our request. Delivered in a timely manner...great family dinner. Tonight we went in to order/pickup our own meal. Met TOSHIA...what an absolute kind, considerate, and courteous person she is. As she's on the front line, I just love how she engages her internal/external guests. Her team members truly respect her...that's for certain. Thank you, TOSHIA. You're a keeper with this company. See you again...

Andrew and Peggy would be extremely dissatisfied with how this restaurant runs. I was hired to be a secret shopper and purchase off the menu. I’ve never tried spicy orange chicken and had asked to sample it before I placed a full order of it. The lady was rude to me and said they don’t do samples. Mind you I’ve been too tons of panda express’s and have never been told this. She then ignored me when I placed my order so I had repeated myself three times and then she told me hold on because she was working on an online order but I wasn’t aware of that. I only ordered a bowl with broccoli and beef and my partner order a bowl with orange chicken and beef and broccoli. Luckily their orange chicken and beef broccoli are the most popular so they are always fresh, but everything else looked old. The food was extremely dry and their serving sizes were extremely small. When I asked how much for an extra scoop she told me she would have to charge me for an upgraded plate instead of a bowl. I said never mind and just got what I paid for. Food was absolutely disgusting. Ended up going to chipotle across the street. Idk if they temp their food but it was cold and you can tell had been sitting there for at least over two hours. The place wasn’t busy at all so was super confused on why I was being treated this way. I will definitely never be back and do NOT recommend. I’m certain this is NOT how Andrew and Peggy run their companies at ALL! I know them personally and they will be extremely dissatisfied to hear about my...

Today, Panda got my order wrong. Accidents happen, especially when people are rushing. They were rushing to get through the long line of customers and wrote down people's orders on the boxes, and pushed them through to pay without even having plates ready. The accident would've been okay if, upon my return, the employees were apologetic and tried to make it right. Instead, they tried to take the wrong plate back, claiming they had to "weigh it for inventory" I have never heard of anything more absurd in a food facility. What? Are you going to put the food back into the stuff you're serving to others? DISGUSTING. I've worked 3 different food jobs and there has never been a "take the food back from them" option unless the customer is giving it back. The main thing to do for your customer that you failed is to APOLOGIZE & find a way to make it up to them. It's not the customer's fault that the employee messed up an entire order. The employee should own up to their mistake, apologize, and fix it. Wasn't until the manager was called over that an apology was given. Had to waste my gas and my time to come back for the plate I ordered just to be given attitude by the employees. Very unprofessional. My other complaint is that this location has been skimping the plates for several months now. If I have to pay extra for shrimp because it's "specialty" and you give me 3 pieces of shrimp, that's messed up. Stop skimping...