Pei Wei Asian Kitchen — Restaurant in Phoenix

I have been a customer at Pei Wei for over 20 years, and despite locations that had proved to be less than desirable, 7th St & Glendale and McDowell Rd and 7th Ave, I found the service and quality of food at the Metro Center to be TOP NOTCH, Lupe, who seems to always be there, provides exceptional service and welcoming to all customers.

However, tonight was something quite to the contrary. I had a coupon from my AARP account that specifically stated "25% of $20.00 minimum purchase". Our total came to 30.47 without the beer my partner ordered which should have generated a discount of $7.62, but Lupe stated that she entered the coupon code and only $2.XX came up as a discount. I showed her right there on the paper where is stated "25% of a $20.00 minimum purchase" and she refused to honor such. I had encountered such a stressful day dealing with the incompetence of Walgreens pharmacies (something that has gone on for 3+ YEARS) as well as speaking to the State of Arizona Pharmacy Board and State and National Legislative members in attempt to get something done to correct Walgreens incompetence.....so needless to say I was not in the mood for any more BS. We left and had a wonderful meal at Red Lobster. right around the corner and although it cost us more than double what the meal at Pei Wei would have cost without any discount...this to be reviewed next. Needless to say I am done with Pei Wei as there are far too many other dining...

I called at 6:54PM and was on hold for 5 mins and 37 seconds no one was answering to take an order of the phone. I called again at 7:08PM and was on hold for 9 Mins and 15 seconds. I called at 7:23 and was on hold for 9 minutes and 53 seconds. So I decided to go in and place the order in person, i heard the phone ringing and the lady at the front was ignoring the phone as it rang. I asked her why are they not answering the phones and her response was we are so busy I was told not to answer them. I advised her that I was trying to place an order over the phone and no one was answering, I was on hold for 9 mins and 53 seconds. Her Instant response was well that's not my problem. I advised her how frustrating the situation was so she contacted someone to talk to me about this. A gentleman came up to me and reiterated that they were busy which was why they were choosing not to answer the phones. I advised him that her comment "Its not my problem" is what really bothered me, it was rude and is an example of poor customer service. He just shrugged it off and didn't seem to care about it. Very bad customer service, horrible experience, I used to like coming here but now I don't feel comfortable coming back or ordering from here again, don't want to get treated...

I typically preorder online and pick up my orders. The prepaying stopped after someone picked up my order from this location (they call out people's names and apparently trashy people just walk up and get a free meal that way). However, this evening, despite not pre-paying, someone walked out with my order again, for the second time in a row. I don't know why this needs to be said, but the weirdos in this area cannot be trusted with the Pei Wei honor system. There was also some random lady with a box harassing all of the customers as they entered and left the restaurant. You know what would be great? If they would 1) like Target, ask for I.D. when fulfilling an online order 2) for those who didn't pay online, customers were asked to pay ONLY when the order is ready, so that way, customers would actually be paying for something they picked up and 3) if the employees would call the police anytime someone sets up pan-handling outside the restaurant and inform the person outside that the police has been called. While I appreciate the gift cards, I don't appreciate waiting 15-20 minutes every time negating any benefit to preordering. I'm giving the restaurant more than 1 star because when someone hasn't stolen my order, the...