Panda Express — Restaurant in Mentor

The stars are coincidentally for the chicken. On 12/20/16 my 8 month pregnant wife, 16 month daughter and I went on a drive to get my daughter a power nap. The nap didn't work and I was hungry so we stopped at Panda Express. I ordered the biggest plate which is 4 small portions and my wife ordered the regular 3 portion plate and we both got teriyaki chicken. The chicken was being cooked so the girl told us she would bring it out. I went to the register and another girl punched the order in and gave me a total of 19.50 or so (this is where it's my responsibility to do math and ensure she rang everything up. After 7-8 minutes and people who ordered after us walking by with teriyaki chicken my wife went up to the counter. The conversation between her and the two girls lasted longer than I expected between a customer who wants chicken they paid for and two employees so I went up. What had apparently happened was the girl I ordered from acknowledged I ordered the large plate but she said the other girl didn't charge me for it (it's a 1.50) so she couldn't give it to me.... OK I said, just give me 2 chickens instead of 3 and refund me.... Girl tilts her head, rotates the microphone out from her face and says... "What for?" We'll probably because after ten minutes my wife, daughter and I don't have any chicken. This is when she tells me she'll need a manager. I was honestly excited because obviously the manager would understand the concept of customer service as well as the idea that her employees ringing my order up wrong and acknowledging they did, should not result in an argument over 1.50 in chicken. At this point it was purely an argument for me based on principal. Anyways the manager comes up and asks what happened. I told her there was a miscommunication between her two employees on what was ordered and rang in, my family had no chicken and I wanted our 3 orders..... I kid you not, the manager looks at me and says "I can't give you 3 because you only paid for 2." Convinced she didn't hear what happened, I explained that her employee acknowledged she rang me up wrong, it's not my responsibility to do math at a register and I asked if she was really willing to lose a customer over a dollar fifty and a bad review online. She was more than willing so here I am. If someone wants to reach out to me from this restaurant I'll gladly post a follow up based on my interaction with them but as of now I can see why they currently have two stars....

Went today for lunch. Waited in a shorter line for about 15 minutes. They politely asked if my boyfriend and I could wait for 5 minutes as they were almost finished with the refill of orange chicken. We sat down for 10 minutes wondering where our food was, went up to the counter and was totally ignored by the manager when I asked when our food would be ready. After seeing every other customer walk out with orange chicken I waked up to the counter angry this time. After the manger finally decided he would acknowledge me he asked me what I ordered again. He then made our plates right then and gave them to us. Not apologizing for waiting so long for our food or anything. He could of at least brought us our food. We literally each got 5 little pieces of chicken which was disappointing. Then a man sitting at a table next to us politely got the attention of a very sweet worker, he explained he was not satisfied with the service and the whole experience. We then heard the manager scream across the restaurant at the sweet girl to get back behind the counter they had a line. Which they didn't... she did the right thing by talking to man for customer always comes first. He then walked over from the cash register and rudely told her to get back to work and walked away. The guy manager then got the girl manager. He then pointed to the guy disrespectfully and the girl manager went to talk to him. Waited 20 min for our food! Staff rude. Non professional. Horrible customer service. Not hygienic, they should be wearing gloves... Will...

Honestly the food is a 4 star but I experience some problems with Panda Express. Before making any statements I understand that the working staff here are new since the current facility has been recently built. I do like how they are hiring new people and have some in training but improvements need to be done. I've gotten workers here who focus more on chatting with co-workers than doing their job. I don't mind when people take their time but it's a little excessive when it takes 5 mins to put gloves on. The food also usually does not taste the same (since new workers); its not a big issue to me personally but I am speaking for the majority. It's definitely great place for kids to go since they offer some healthier choices with great taste. The recommendation I'd give on what to order is.... Teriyaki Chicken, Orange chicken, fried rice, or Chow Mein. Take note that this place does offer a great amount of food for the price.

Pros: 1.Either fast or slow service 2.Tastes good most of the time 3.Always clean countertops 4.The orange chicken never fails me (lol) 5.They offer chopsticks if you ask!!!! Cons 1.Service sometimes slow 2.Food is not fresh sometimes (only if you come late)

The benefits definitely outweigh the...