Panda Express — Restaurant in Longview

The customer service at this location has gone down hill. Today I went through the drive-thru and the rudest girl tried to take my order. She was very combative from the minute I drove up to the menu. This was around 5 pm on 07-27-25. As I was trying to tell her I wanted to order a teriyaki bowl with extra chicken on the side, she proceeded to tell me in a very condescending manner that I was ordering a plate not a bowl and she can't do it. The problem is I go into this restaurant about every 2 weeks and I have ordered it almost every time I go in there. It's never been a problem before. Then she said she was going to talk to her manager, I said to my son, why does she have 2- 1/2 rice orders (I've never seen that before) she then states a 1/2 & a 1/2 = a whole. It was the way she said it, so I said to my son, "Is it me or is she being extremely obnoxious?", my son said "She is!". My son usually tells me if I'm over reacting so for him to say she was being unprofessional, she was. She then tells me to leave the drive-thru because she's not being spoken to like that. Well, what about the way she spoke to me?? I then went inside to speak to the manager who was on break, but I ended up speaking with the team leader. But when this same girl realized I was the person in the drive-thru, she about knocked over another employee so she could interject herself into my conversation, to say she was aggressive is an understatement. I proceeded to tell her to remove herself from my conversion and she yelled at me saying she can come over and do whatever she wants and that I wasn't talking to her however I wanted, and said she has the right to refuse service for any reason. Finally Rubie the team leader asked her to go back to her station, but this unhinged girl stormed out of the building (fling the door completely opened) screaming she was calling the manager and I was wasting my time because she's friends with the manager. When the manager finally came in, she approached me laughing because she did speak to the drive-thru chic, the manager was very unapologetic and somewhat unprofessional herself as she tried to contain her laughter and she kept looking out the window as not to listen to what was being said, until I asked for the name of the franchise owner, that was when she changed her attitude and took the situation a bit more seriously. I still never received an apology from her for the unprofessional behavior of her employee (or for herself for that matter) and for the total waste of my time. But Rubie did and she was a witness to the whole transaction. Rubie should really be the manager, she handled the situation with the upmost of professionalism, all she did was listen and showed me empathy. Too bad I can't say the same for the actual store manager. You know it shouldn't be a frustrating experience to do business with a company, so 1st thing tomorrow I will be calling the corporate number to make a formal complaint against the manager and her BFF...

This is one of the worst locations for Panda in the East Texas area. The other being equally horrid in Tyler. Both have the same issues. Service in a timely manner, which is a training issue.

Recently we were at Panda because it was my sons birthday and he loves Panda. He ordered his food and the girl put his food on a plate, left it on the service line, and what happened next defies logic. She went and started cleaning trays. She looked right back at us and had ZERO clue that we needed to finish our order. We stood there for literally 5 minutes before someone had the common sense to see we were waiting.

When we got served they ran out of Beijing Beef, and because they were so slow at serving, by the time I got to pay my food was cold. I had to request a hot plate. However it would be more than 30 minutes before I got the rest of my Beijing Beef.

Oh yes the girl that just walked off? I overheard her saying she was needing to clock out. I'm thinking she just wanted to go home. I turned around and she's sitting down having her dinner. Nice full plate of food so she made sure she got served while we were left to stand there. Classy.

The major problem here each time is clearly one of training. If corporate reads this you need to shut this place down, hire some GOOD managers, and then have them train your staff how to properly do things. If you want a comparison on a Panda that is firing on all cylinders, look to Mount Pleasant, which has been there less than a year.

Honestly as much as I love the orange chicken and Beijing Beef, I will not visit this location again. By the way, the crab Rangoon's my son got for his birthday visit? Hard and...

Out of Orange Chicken on a Friday & not the first Friday !? Often they out of something.or more. What a simple recipes ingredients to have on hand but they had the Spicy version ?? Always good though if cooks in back "on their game" & not goofing off or talking, or have an attitude with hard working Chinese-? girls up front or young bucks watchin' the girls in line. And we have never seen a Mgr. Or someone I thought might be (it's called how you carry yourself in Leadership not how you act or say only). They must be up front in the action & not in office or heaven forbid - they're letting $9+/hr. supervisors to oversee a $2 million Investment ! I'm sure with my experience, at least a $350k+ Bottom Line/Yearly ! You can afford Good, Stable, Mature mgmt.

We say all this because its reasonable & tasty ! Since Longview is over built in restaurants & most dont make it ultimately, would Love this one continue to do well. Please !!

Or sell it to me. Past Pres. Chain Restaurants Owner - Catfish King and Catering 2338 S. Mobberly Ave. Longview, TX

P.S. Sincere congratulations on your success here &...