Panda Express — Restaurant in Pasadena

i can't fathom enough of the service received by Jenny at this location. It is truly so sad, and despicable. So my partner and a friend and I went thru the drive thru on 07/31/2016 and Lupe placed our order, which she wasn't very pleasant to deal with either way. So we ordered a plate of fried rice with double grilled teriyaki chicken, and the bowl of steam rice and pacific chili shrimp. When we drove away and looked at our order, the receipt was correct just not the food. I received the fried rice with the shrimp and my friend the steam rice with her chicke, which would be ok, except my friend doesn't eat spicy food due to her stomach. So I called the store and when the person (Jenny) answered her phone and I politely asked who I was speaking with, she told me "who are you? I don't know you, I'm not giving you my personal information" and so I responded, "well I'm the customer, and we just ordered from the drive thru but you guys messed up on my order" so I asked for the manager and she said "the manager is not here but I'm the one in charge right now" so I responded "if your the one in charge, why are you refusing to give me your name" and she once again responded "because I don't give out my personal information and stated that I was hard asking her and being so rude" she still refused to assist me and actually hung up on me. So we decided to turn around and go into the restaurant. So we go up to the register and Brandon was so kind and even recognized us as regular customers to this specific property. So we asked for the manager, which is Jenny, as she was walking up to us she bluntly stated "oh it's you " in front of a whole line of customers. So she asked us what did we want and i saw that she had her name tag which stated her name. So i asked why did she hang up on us, and she said because I was being rude, and threatning her, and made her uncomfortable and I didn't have a right to ask her over the phone for her name. And I stated to her that obviously she did because y'all have name tags , so then we told her that once again our order was messed up, and she said "let me see the receipt" and so I gave it to her, and she said "the order is right" and without even looking at the food yet, we responded "on he receipt is right, except on the order" and so I handed her the order and she wasn't even trying to look at it, so we explained to her hat the rice was mixed up, so she finally looked at it and responded back rudely with her eyes rolled "oh that's it, that's nothing!." And we said, which it would not be a big deal, except that my friend can't have spicy foods." And so then she said " im not goin to help you, because you have no right to come into the store and disrupt and disrespect our customers in the restaurant, and that we needed to leave" and she actually refused right there and then to fix our order and actually THREW OUR MESSED UP ORDR BACK IN THE BAG AND THREW IT ACCROSS THE COUNTER TO US. This honestly set me off and I went off on her and told her to fix our order now, and after her once again saying "no I don't have to do anything and we need to leave the restaurant" I asked for a REFUND. JENNY also refused to provide us a refund and and the managers name and literally walked away from us. That is when Brandon actually stepped in and started fixing our order, and was so kind. And even apologized. And we asked him for the general managers name, and he whispered it to us, due to feeling that he would get in trouble for providing the information. So we finally got our food right, after all that. So we went ahead and left, but within a few minutes we realized that Jenny took our receipt and didn't return it to us, because we wanted to do the survey, and file a full complaint, we actually called bathe restaurant and once again Jenny answered the phone. And when we told her that she didn't give us our receipt back, she stated that "we don't give out the receipt back to the customer after they come in and file a complaint because it is company policy and ga e wrong store # & hung up...

Horrible experience! There were 3 of us in our party, along with 2 separate parties of 2, whom all tried to open both doors and they were locked. We went through the drive thru and ordered. We were missing several items and the drive thru employee just kept slamming the window telling us they were in other boxes. Upon driving 20 minutes back to our motel, we discovered we were missing one entire order and side items. I called the store and spoke with a manager who informed me the door o the store isn't locked, just very difficult to open. That is a ridiculous answer. I informed her we had all attempted the door, and she hastily spoke over me saying, " I told you. It's not locked. Lots of people can't get in.". Well, I guess, we'll just hope those inside can get out a lot easier, especially in an emergency. I explained our food shortage and was told if I brought a receipt back in the next 7 days, they would fix it. So, I told the person who did not get any food about this fine plan and assured them they would get their food within 7 days so if they could just put that hunger on hold, all would be well. Seriously, the food was not good, the service was rushed, the manager was inexperienced and I hope noone else has to deal with this. Unless, of course, your "fast food" is acceptable to receive...

Ordered online and paid extra for the walnut shrimp. My wife was disappointed and really likes the flavor of the walnut on the shrimp. Called to comment and ask the reason why there was no walnut. The lady that answered was kind and said they were waiting for a shipment for the walnut and they ran out. I was upset and asked why we were not informed that they did not have walnuts for the shrimp. She apologized but made not attempt to satisfy a customer. No hey let me get you an entree for next time or nothing like other restaurants. She said there is no way to input a message online to let the consumer know that they are out of a product. When I asked ,"but I picked up the order in person and you could of let us know then. "There was a pause and said ,"Is there anything else I can help you with?" I was just shocked. I said, "No ty, I would just like for you all to let people know you guys are out of product ." The portion of the shrimp was also on the light side.I mean you pay more to get a "premium " entree. So overall I wish they would attend to the customer a little better and hopefully this helps if someone is craving Panda Express and not order from this location. This is not the first time we order here but I will no longer order here. I would rather drive further for better portions...