Panda Express — Restaurant in Orland Township

Today I had an issue with my experience. I can’t do the drive-through and place my order. I asked if the food can be made fresh, The cashier assured that everything is always made fresh I Mention that it’s not always fresh so I’d appreciate it if you guys just don’t mind making it fresh, She Ensured it Again t that everything was fresh. She asked me if I was a member and mentioned if I download the app I’d get 20% off. When I got to the window, their app wasn’t working so I asked if I can get the 20% off since I signed up, she went off to ask her manager manager he offered 10% but by the time they got back, I was able to get it to work. I was still polite during this process and was grateful for the accommodation Nonetheless, as soon as I pulled off, my food was clearly not fresh. The chicken was soggy . So to my frustration, I pulled back in line and asked to speak to the manager, The manager hector was pretty rude and disrespectful to me several times. He told me that they are not in the business of making More food when they already have food out. I mentioned that I always ask for my food to be made fresh I know how it looks When it is and he assured me that it was fresh I showed him the chicken that it was soggy , He said it wasn’t soggy that it was fresh After I already mentioned that it wasn’t even hot so I literally had to take the piece of chicken in my hand to break it open so he could see that there was no steam coming from the chicken. Like I mentioned it was soggy, That was the only moment where he finally just stopped talking and took accountability. He went back-and-forth with me for almost 15 minutes, even though it was clear that the food was not fresh, He talked over me several times, and when I called him out on it, he said it was because I mentioned that I was upset with the fact that I had to come back in line for my food. I asked him how does me being upset warrant for him to cut me off, And talk over After he just asked me a question. Then I asked are customer is not allowed to be upset. I guess he was mad that I use the word pissed off Initially. We still didn’t make sense because I wasn’t yelling or screaming. I even have a dash cam of the conversation so the whole thing is recorded. He continue to make disrespectful remarks, which I am just completely shocked that Panda Express excuses this Type of behavior, definitely reaching out to corporate as well. He just made the whole process so much more difficult than what it needed to be for me as a customer. It should’ve just been an apology, Letting me know that they thought it was fresh, but it wasn’t And that be it! I did initially ask for some type of accommodation and he mentioned what accommodation would I like and I said I’m not sure what you guys have to offer but as a manager, I’m open to listening to what you may have available He gave me a hard time about that as well when at the very end of our conversation, I asked the question three more times and he said that he can give a gift card and I said that’s perfectly fine. We could’ve had that solution 10 minutes ago. I’m not sure if it has to do with me being a person of color but this was just absolutely ridiculous Having to go through this experience. The bottom line is if I ask for Fresh food that I’m paying for This is nothing different than what I’ve always done. I should’ve gotten that. Simple. It should’ve been a quick apology and accommodation. Instead, he argued with me...

Today 10/4/22 I ordered 2 plates from this location and after purchasing my food I recognized my server MELISSA COUGHING IN HER HANDS CONTINUOUSLY with no gloves on, and all over by the food with no mask on at all. After noticing her actions I was immediately disgusted and requested to get a refund. According to MELISSA the manager on shift was YASMINE. However after requesting the refund MELISSA comes up front after telling YASMINE the issue and why we didn’t want the food they tried to play me as a fool and said I wasn’t able to get refunded for my order but I can get 2 coupons for free plates or YASMINE can remake the food herself(NEGLECTING THE FACT THAT CUSTOMERS ARE EATING COUGHED ON FOOD). However YASMINE not once made an effort to show her face to accommodate me as the customer and I was highly upset. I’m not sure who the higher ups are for this location but I highly stress taking more sanitary precautions when it comes to food service, we live in a time period where COVID,MONKEY POCKS, and other life threatening viruses exist. And last but not least I left the restaurant unaccommodated by neither YASMINE OR MELISSA, no refund (since when can’t business give refunds when the customer returns food not even touched because employees choose to cough over food and not wash their hands, no coupons, not even the managers face. On that note I hope adjustments are made ASAP because this is highly unacceptable and I hope none of my good people get SICK EATING GERMS FROM COUGHING...

I been to this panda express many times and I didn't had any issues til now Waited in line for just a plate of food for 20 minutes,and I understand that other orders can take up time especially if its a big order. But when it came to my turn, i was skipped even though i was next in line to order,the lady in the black shirt started taking orders from customers that were behind me and when another employee came to check on me,i had to tell them i never ordered and customers that were behind me got to their orders. And the girl who was in the black shirt just looked at me and didn't apologize or nothing-if rather she had such hostility towards me,and forgot to mention-while she was taking orders she was out publicly with her phone on call with someone while taking orders from customers-when your resume said you can multitask they didn't mean this. Its still not the end of it as the food was a bit cold and i found hair in my food!! and the chicken was tough and gummy-immediately lost my appetite and threw away my food, i really wasted money on disgusting poor quality food and really bad customer service, DO NOT ORDER FROM HERE UNLESS YOU WANT HAIR IN YOUR FOOD WITH A DASH OF POOR...