Panda Express — Restaurant in Rutland Township

I placed a mobile order ahead of time and received an e-mail informing me that it was ready. I arrived shortly afterward to pick it up. The register clerk couldn't find it. I showed her my mobile phone screen, showing the details of the order including the order number. She checked her computer and said that I've already picked it up. I said "No, I haven't. I'm just getting here now." The manager came to the register. I showed him my phone screen. He looked at it, said that it's been picked up, and pointed at the empty shelves at the wall. I realized that someone else has obviously taken it. I said "Well, someone else picked it up, not me." He shrugged his shoulders and stood there, repeating "It's been picked up." And that's all. He gave no indication that he saw any reason to give me what I paid for but haven't received. I said "Because I paid for what you let someone else take before I got here, you owe me this food." He said they can't watch what people pick up from the shelves. I said "So I pay for food ahead of time, you put it out on a public shelf you don't watch, and when someone steals it before I get here, that's my problem and not yours? He said "How do I know you're telling the truth?" That really riled me. "I said "The order number that's on your computer on my phone screen. No one except the person who ordered it will have it on their phone. What you did is put my order on a public shelf, and not watch or care if someone else walked off with it. " He got angry and repeated over 5 times "Don't say I let someone steal your food." He settled down and said "I'll give it to you." And he did. But not until after putting me through the experience of arguing for 5 minutes, including telling me I might be a liar. In my opinion, a professional manager should have immediately seen the situation as an honest customer reporting that their order has been taken by someone else...which is an inherent risk in putting food out for unchecked pickup...and simply issued the food again, without arguing with the customer, and clearly saying that the customer may be a liar trying to get extra food. Also, upon returning home and looking at the order I found that it was short by 1 item. Only 5 egg rolls were in the order, when 6 had been ordered...

I visited this Panda location on my way home today. Usually I visit either the Crystal Lake or the Algonquin location but the employees and their attitude at those locations has annoyed me to the point where I made sure to stop at the Huntley location today.

The place was packed as there was a fundraiser going on but the employees made sure to be very quick while still very courteous and they definitely had a great attitude about being at work. I spoke with a younger girl who's name I unfortunately did not catch but she was wonderful and made sure I was taken care of and knew the expected wait time for a new batch of items to come out.

I also interacted with Karina who was absolutely fabulous. She appeared to be in a very pleasant mood and let me know that they want to make sure their customers are satisfied with their complete service and food received as this location won't be successful without it's customers.

The food tasted very delicious and was exactly what we expected to receive in our order. There have been many times where I get home from the other before-mentioned locations and a side sauce has been missing or half the food fell out because the box wasn't closed or other issues have occurred. This was definitely not the experience with the Huntley Panda location.

I will definitely be returning to this location, even if it's not always in my way home, just so I can experience the positive attitude these employees shared and have my order given to...

Not a huge fast food person to beging with...but my pregnant wife was craving so we spent $40 on a family meal with and extra side...just left on a Wednesday evening at about 6:30 pm. There was noone in the drive through and it appeared I was bothering The employee's arriving to order a dinner. Service was short and rude...the lady taking our order made sure to mention it takes "more than usual" for a family meal amidst the rude service. The main dish my wife wanted was teriyaki chicken. There was no sauce iinclude (she says there is supposed to be). Food came out in 2 minutes in contrast to what we were told before ordering. Another woman took our card and sent us on our way with our food without saying anything. I sympathize with fast food workers but the rudeness made it difficult and promoted me to review. Not to mention the dinner tastes subpart even by fast food standards. Unless my wife directs me too, I won't bother the staff anymore and wouldn't visit...