Panda Express — Restaurant in Livermore

Update: 2.18.24 Got the usual. Eggplant tofu. To go. The take-out cartons are defective. They aren't folded closed, so the CONSIDERABLE amount of SCALDING HOT sauce leaked into the plastic bag, and then when we got home and lifted the cartons out the bag, the sauce spilled onto the counter, the floor, my shoes because the flaps on the sides of the cartons aren't closed as they won't stay shut. I felt the heat through my shoes & heavy socks. Burned my hand cleaning up this mess. Transferred the food to a glass bowl. We can't be the only people to have had leaking take-out cartons. And to top it off, they forgot the chow mein. So this is it for us. Too bad, but no way management hasn't seen what's happening with the take-out cartons and the owners ought to have reported this to the corporate office or whomever owns this place to get this rectified immediately. Lowered rating to 2. I have never given any restaurant 2 stars until now. Should give only 1 star because of the burn on my hand. Inexcusable. See pics below.

Update: 9.23.23 Same situation. Little bit of eggplant tofu in serving bowl. We ordered 2 large cartons. Employee told cook quite curtly to make more. We didn't like that. She could say please & thank you to the staff when giving them directives. Side dishes were available, so she filled other cartons. And then the wait began. Poor cook moving as fast as he could. No complaints about him. The employee has never in the past, nor did she this time, ever say anything like sorry for your long wait (16 mins)... Here's a cup for you to get ice tea while you're waiting (another cashier used to do this years ago, he was considerate & 16 mins is a long time to be waiting), thank you for waiting (once the food was ready). We like Panda in general, but really feel that this person does the company a disservice by not acknowledging patrons or using common courtesy. Btw, only a few people were eating in. We were the only people in line when we ordered. This was not during peak lunch or dinner times. .............. Had to wait a long time (14 min) for vegetables & eggplant tofu since serving bowls were nearly empty. When the dishes were ready, employee spooned the very small amount of eggplant tofu that was left in the serving bowl into our to go box, then put the freshly made food on top. Ditto with the mixed veggies. These portions were overcooked, and clearly had been sitting there for at least 15 minutes while fresh food was cooked. Putting every last bit of any dish would be ok if it weren't sitting there for so long, this was disappointing. What upset our family most, though, was employees allowing customers into the store without any mask or face covering despite a sign posted in the door that all who enter must be wearing masks. This blatant disregard for health & safety, especially while the omicron variant is taking hold, is unacceptable & puts employees & patrons at risk. The rest of our family left to wait outside while I got our food, but we won't go to this location again. Really bad experience...

What an awful experience I had tonight. I ordered via DoorDash and for some reason, their menu on the app doesn’t have all the fountain drinks, including Diet Coke. It only had 3 so I decided to order “cherry coke” and then immediately gave them a call to see if they could just substitute the drink with Diet, something I’ve done before with no issues at another restaurant. This rude Asian speaking lady answers the phone (I say Asian speaking because of her dialect and then at the end of the call is chatting with her coworker in another language after speaking in English with me.). She first, in an aggravated tone, tells me she can’t find my order and that I must have placed the order at a different location. I tell her I specifically saw this phone number and address listed for my order. She then asks for an order number but DoorDash doesn’t actually provide to us. It wasn’t on my receipt in the app nor in the email. Just an itemized list of my order and charges. A few seconds later, she says “oh here it is.” She then tells me “so you want Diet Coke instead? No problem.” And after consulting her coworker, rudely hangs up on me before I have a chance to thank her. Fast forward an hour, I’m now wondering where mt food is because it was originally quoted at taking only 15 mins to be delivered. I then get a call from DoorDash support telling me the restaurant cancelled the order because “they didn’t have the ingredients I ordered” whatever that means. I ask him if it’s because of my Diet Coke request and he says yes. Why did the lady confirm with me she had Diet Coke and that it wouldn’t be an issue and instead, make me wait an hour and then flat out cancel my entire order and make me and my family go hungry for the evening. Why didn’t the restaurant contact me directly? Why didn’t they just still deliver the food with another flavored drink? I am never going back here and will tell everyone I know...

I order Panda Express quite often. I almost never have negative experiences. However, i purchased a Family Meal for my family on 8/18/24. When i arrived at this facility, i was greeted and asked for the name on the order. I gave my name to the person, she looked, came back asked me for the order information. I showed her and also informed her i am technically early. My order stated 515PM at the latest. As im sitting there, i am watching ppl come and go and at this point, no one is in there but me. I get back up at 515PM to inquire if my order was going to be past 515PM. At this point, i am speaking with a different person than i originally spoke with in the beginning. I give her my name and she grabs my order that has been sitting on the counter the entire time... i was LIVID. Not only was my order ready, i was told it was NOT READY and no one thought to ask me what im waiting for or check on me at all. Mind you, they never updated it in their system that my order was ready. I never got the confirmation that it is ready even tho it was indeed ready. The lady who originally told me my food wasn't ready, returned. I informed her that she stated my food was not ready and it was and I've been waiting here for 15mins. This lady just smiles and giggles to her coworker and just stares back at me. None of these ladies apologized for the inconvenience. I told the original lady i spoke with that this is awful customer service and she couldn't even apologize to me for her own mistake. An apology would have went a long way. These workers need to be trained on better...