Panda Express — Restaurant in Phoenix

I visited this Panda Express on Thursday, April 30th after leaving one of my properties being renovated in the area. When I arrived, there was approximately 5 or 6 people waiting to pick up orders in a designated area. I stood in the order line and waited as a female customer inside completed placing her order. I entered, upon her completion, to place my order.

The customer service female, who so quickly and friendly took the previous female customer order, was at the counter, looked at me, and proceeded to completely ignore me. My order was finally taken 4:37 seconds later! The CSR, I later found out her name was Rubi E, didn’t even acknowledge me until 3:14 seconds after I arrived!

Being a business owner, I didn’t want to draw unfounded conclusions because Rubi E could have, in fact, been busy? So I figured I’d be extremely engaging with her once she did take my order. If she, in fact, was simply busy, then I figured she’d be engaging with me and apologize for my long wait. If she wasn’t engaging or apologetic, then I reasoned her actions were probably deliberate. Rubi E was not only not engaging but came across very cold and unfriendly. After I placed my order, seven more people had gathered in line to place orders.

I moved to the order pick up area and observed Rubi E to further validate my conclusion if her actions towards me was deliberate and discriminatory. A Caucasian female customer entered after me and Rubi E not only immediately addressed and engaged with her but also the remaining customers in the order placement line.

After everyone in the pickup line had gotten their orders, including the customers who came after me, I was left still standing there waiting for my order! An employee finally addresses me to inquire about my order. I responded by just letting her know that I wanted my money back. I waited yet a few more minutes and was back inside to get a refund. I asked to speak to a manager and the employee identified herself as a lead by the name of Vanessa. I explained EXACTLY what had happened and why I wanted my money back. Her response, as a lead, was first to give me (the customer) and excuse (they had to make the vegetables that I had ordered).

First of all, I expressed to the lead, Vanessa, that when a customer place an order, that customer should be informed of any delays regarding that order so that the customer can then exercise other options to minimize time restrictions.

Secondly, every lead, supervisor, or ANYONE in management should know that in customer service if you quickly want to escalate a customer service issue, then you start by giving the customer an excuse regarding the customer service issue. A customer with a complaint, especially requesting management, want a resolution NOT an excuse.

Lastly, Vanessa, as a lead, did absolutely NOTHING to try an salvage the sell: hence, why I am leaving this review. I, immediately, contacted Panda Express corporate on Friday, May 1st, 2020 to make them aware of the absolutely deplorable customer service that I received from their franchisee employees, Rubi E, but just as so with the lead, Vanessa. Moreover, I wanted Panda Express corporate to know that the two mentioned employees failed to adhere to their own Mission Statement by failing to deliver an exceptional Asian dining experience and not seeking to create a win-win relationship with their guest. Panda Express also emphasize as one of their values, that for Panda Express to grow, it’s team must learn and grow. When Panda Express employees treat their customers the way I was treated, then that means those employees are NOT growing which means it impede the grow of the company that hired them.

Disappointed and Dissatisfied...

When I arrived I waited for my order as it wasn't ready at the time scheduled to be ready. There was no acknowledgement from Panda Express manager who was at front counter. She appeared upset, as usual (this is not the first time I order from here) . Another pick up customer arrived and after a few minutes of waiting he had to get the manager's attention by almost placing his cell phone with his order in front of her face.

This customer left with his order and I continued to wait. I saw a shelf with orders waiting for pick up and decided to check if my name was on it. I thought since I was being ignored and this manager was too busy to even acknowledge customers I could possibly check if my order was there.

Then immediately I received attention from the manager who said "don't touch that! I am not helping you anymore". I explained I had been waiting for my paid for order and was just checking if that order had my name on it. The manager proceeded to say "you can see we are busy! You are not getting your order".So I asked for a refund. She ignored me... I asked 2 times and she finally responded that I needed to do it online. I explained I ordered directly and again she said she wasn't helping me.

That's when I asked who the manager was, after being ignored again, she said it was her. I asked for her name and after 2-3 times of asking she said it was Liz. Not sure if she was honest.

When I got home I called to see about my refund since online it informed me that the restaurant I ordered should refund me and I should contact them directly. Liz is not someone you can talk to.

Liz is very defensive and not what a leader is about. I am utterly shocked she's a "manager" as she should be a model for the rest of the employees. Liz told me she sent out an email about what happened and why she didn't help me, she stated that she told me "mam, please don't touch that", when I checked to see if my food was on the shelf, which she absolutely didn't. And according to her that's the reason she didn't help me and refused to give me my paid for order. When in reality it was just an excuse since she was already in a bad mood and unwilling to help customers.

It is a real shame for Panda Express to have employees like her representing them. Employees like her step over the funders' mission and completely dismiss it. She was extremely rude and you can see how much she hates her job.

Update: called the next day to speak to a different manager, since I am still waiting for a refund. Assistant manager, Lus. She offered to replace my meal, but that's not what mattered the most to me, it was her attitude - her professional and polite behavior. Completely the opposite of Liz, who Lus clarified she is not...

Here's the bottom line: this location does not have a drive-thru(therefore those to-go orders being picked up take precedence over those standing in line waiting to be served). My point is this is not the Scottsdale location on Scottsdale Road and Thomas. Then when you finally get up to the counter(you're waiting while the person about to ask for your order is filling 'to-go' orders), and it's another 5 minutes, meanwhile the line is almost out the door. When I asked for Panda Express String Bean and Chicken Breast, the counter person said it would be twenty minutes(all the while I have already waited in line, 20+ minutes). Here's some positive coaching to the manager: do a better job at keeping the line moving, and organizing your kitchen staff while making sure you have items to serve your loyal Panda Express customer base. Was the food good tasting? Yes(after the fact), except the white rice was not super fresh(and sure wasn't fluffy). At the end of the day, this location needs to do a better job(and I know for a fact the revenue stream is healthy here), hard pass. Choose any Scottsdale location, and I promise you'll be served promptly, and be able to choose any and everything on the menu with the guarantee of...