Panda Express — Restaurant in Provo

I made an online order last night at 8:30pm on the Panda Express App. The app said that the waiting time for my order would be 20 minutes. I arrived at 8:50pm and asked the lady at the register if my order was ready. The lady at the register looked back at the hanging receipts and it appeared that she found my receipt and would have the employees begin preparing my food. She gave me a free drink for my wait as compensation which I appreciated. I took a seat to wait for my food. From 8:50pm to 9:08pm I did not hear my name or receive my order by an employee in a to-go bag like other customers during the wait. By 9:08pm, I get a phone call and throughout the time I am talking on the phone, I see other customers getting their food and was anticipating my name to be called anytime. I finished my call at 9:24pm and went up to the counter and asked if my order was ready. It was in a to-go bag behind the register on the counter top. Overall, I had to wait 34 minutes plus the 20 minute wait period after making my online order. I was absolutely furious and disappointed with this situation. I let the lady at the counter know politely that I had waited over 30 minutes for my food. She was shocked and said "I'm so sorry." This was the same lady who earlier had checked my online order receipt and was supposed to have the employees begin working on my order. When I finally got home, carrying the to-go bag to my apartment, I set it on the table, and see that my box was not completely closed as the food had slipped out and into the plastic bag. This whole situation should not happen in any circumstances. Working in customer service for the past four years interacting face-to-face with customers, being taught to exceed expectations and absolutely delivering what the customer requests plus more, this was a dismal performance. I do not recommend ordering online from Panda Express and would hope that their operations will be more efficient in taking care of customers who...

After looking through the allergen menu online, I went in well-informed on what to get and what to avoid. I was ordering for my wife, who has an epipen for anaphylaxis, having reactions to dairy, nuts, and seafood. All she wanted was chow mein. I walked in during dinner and was the only person in line. Because it was slow, it wasn’t long before someone came over in my direction, although he appeared to be gathering an online order. While he was eyeing the food in front of me, I located the noodles, which were just passed the honey walnut shrimp, but I thought “it shouldn’t be an issue as long as nobody—“ when he took the ladle from the honey walnut shrimp and plunged it directly into the chow mein. I scowled and walked out of the restaurant empty-handed and very frustrated by the experience. Instead of using the utensil that was intentionally designated for grabbing the chow mein, he went out of his way to grab the ladle from the highly-contaminant entree to grab from the chow mein instead. If this were a one-time thing, then I maybe could have looked past it given them another chance, but this has been my experience on many other occasions from this location, as well, and I will not be going back to this location. What’s confusing is that food allergies, particularly severe allergies to nuts, are increasingly common, and yet they do not take the appropriate precautions to take care of these food-sensitive customers. They do not understand food safety whatsoever, and to be honest I doubt they would pass half of Utah’s food regulation standards. If you have allergies or a sense for quality food, this place is not it. We went to Buffalo Wild Wings for dinner instead and had a much better experience with food safety. Shoutout to Xavier and William for...

Beware, customer service sucks incredibly bad.

With four visible employees in the store, you would think that would be enough, not here. They weren't even busy and three of them walked right next to me and yet zero of them acknowledge that I even existed.

I waited, standing at the counter, for almost 5 minutes fully unacknowledged before I just left. They don't deserve my money if they can't even acknowledge my presence when I have given them plenty of time and opportunity.

Maybe they're just not good at their job, because one guy helped a couple get one thing the whole entire time and still wasn't done. The other guy was too busy flirting with a girl in line to pick up her delivery order or something. The girl there just walked around the dining room and swept, not talking to anyone, and not even looking up and smiling at people. I thought for a minute the cook would say something to me when he walked to look at the food real quick that I was standing right next to, but no. I opened my mouth about to say something right when he turned on his heel and turned away to continue working. He didn't even look up at me.

It's sad if this is how service workers treat customers. I love to tip and I love to be respectful, but this was terrible. One of the worst Pandas I've...