Pei Wei Asian Kitchen — Restaurant in Raleigh

We were driving back from Virginia back home to Raleigh and thought to make a quick pit stop to Pei Wei and grab some dinner to go.

I've been coming to this Pei Wei for years, but they've raised prices considerably and the quality/quantity of the food continue to decline.

Tonight was the straw that broke the camel's back. We called to place an order, and was told there would be a 15 minute wait. We got there a little early, no problem, I go in and pay for the to go order and sat at the bar to wait our food to be finished. The man (manager?) in the front told me it would be less than 5 minutes. I sat there a bit confused because there was no one in the kitchen at all. So I sat there waiting. Keeping mind, our house was 10 minutes away and we just drove 3.5 hours, all I wanted to do is to get home with 2 little kids in the car.

Kept waiting some more. Finally some people came out to the kitchen and STARTING to cook. But no, our order was about the 5th or 6th in line. So I sat there waiting for about 15 minutes just watching them cook everyone's food in front of us.

After about 20-25 minutes after the man told me it would be 5 minutes or less, I got the food and sped home. And it was one of the worst meals I've had in a while.

Chicken Pai Thai was bland, almost like they didn't put any sauce into it. This used to be my favorite dish at Pei Wei. The kids' honey seared chicken dish was ok, but it was edible. The wife ordered the California Mango and the Spicy Tuna rolls. We both ate a piece from each of them and had to throw away the rest. At best, they were made when they opened this morning (we ordered at 7pm) and sat in the fridge all day. At worst, it was frozen and they thawed it and just served it. It was by far the worst sushi I've ever had. And each roll was $9.99 each, which is just ridiculous. I can literally go across the street and get FRESH sushi made for around the same price, maybe a dollar more.

I've always loved Pei Wei and the Pad Thai, but the quality and the price has just been going the wrong direction. I will definitely not return again with spending $35 on a dinner and we didn't even finish half of the food because it was so bad. Please save yourself some money and...

I was very disappointed in my experience at this Pei Wei. We placed an online order on Thursday, July 25th. When we went to pick it up they were out of one of the items. It happens, no biggie. However, once we got home, we realized 2 additional items were missing. We called the local number but it connects you to a 3rd party that isn't at the store. She stated she would connect us to the store to speak to a manager. We were on hold for 10 minutes before we hung up due to nobody picking up the phone. We called back and tried connecting straight to the store. It rang 25 times and nobody picked up. We tried again, same thing. All we wanted was them to refund the items we didn't receive. Since nobody in the store would answer, we decided to drive back to the store.

When we arrived at the store, there were only 4-5 customers in there. Not very busy at all. I asked to speak to a manager and I explained the situation. She said we have them right here and tried to hand the items to us. They still had them on the counter. By now, 40 minutes had passed since we picked up the food. I told her we didn't want the items now, that I wanted a refund for those items. I asked why nobody picked up the phone when we called on 3 separate occasions and her response was "we had a cook leave the kitchen and we were trying to get them back in the store". I explained that we were on hold for 10 minutes and that I had called back 2 more times and still no answer. The other manager told her to just refund the entire meal but then made a comment about the price of the entire meal. (They didn't answer the store phone but had no problem answering the 3 cell phones sitting on the counter between the kitchen and the order area. Even handing one of them to a cook so they could answer.)

I will not be going back to this location ever again. The management team here was not what I have come to expect from visiting other Pei Wei locations. They had poor customer service, difficulty finding the order on the computer and then struggled to figure out how to refund the order. A cashier had to show the manager how to...

I have been ordering lunch online and paying in advance of getting to the restaurant. After the experience today, I will never step foot in this establishment again. A little backstory. I ordered online as usual and requested my food to be ready at 11:30 AM. Upon arrival, the food was not ready. After standing by the pick up area for quite sometime (with others also waiting on their pickup order), someone finally acknowledged us to stay it would be a while before our food was ready and we would have to wait because they were working on a large order (which should have been a catering order instead of an online order in my opinion). I proceeded to let the person know that I ordered online and asked for my food at a specific time and only had so much time for lunch. The employee proceeded to tell me to wait. I then informed her that someone should contact a customer to let them know if there food would not be ready on time. She told me I could contact their corporate office because they don't manage/handle online orders. After a little while longer, I asked someone to refund my money because I couldn't wait any longer. They couldn't find my order initially and then they couldn't provide me a receipt to show that I would be credited (since I prepaid online). I told them that was not acceptable because my card had already been charged and I wanted something to show I would be refunded. When I asked to speak to the manager, she informed me that she was the manager. I eventually was able to get her to hand write something to say my order was cancelled and I would be refunded. Not once was an apology issued or anything offered to me. Pei Wei, you just lost a long time customer for life. Might want to consider training your management in...