Pei Wei Asian Kitchen — Restaurant in Sandy

Pei Wei has a very reputable name but this location has truly ruined it for me. I ordered to-go on a Sunday afternoon for 1:15 for 4 people and when we arrived at 1:30 and food wasn’t ready, I completely understand it can get backed up on weekends with short staff (I’ve worked in the food industry before)... so I waited patiently and they were rushing to get the order completed which I appreciated. When I arrived back to work I looked in my bag and realized that I was missing my side of lettuce wraps. I called the restaurant and spoke to the person who helped me, he apologized and said he’ll refund me for the wraps since I didn’t want to drive back. I checked my bank account 4 days later and the purchase had cleared on my account for the full amount. I stopped in the store the week after and asked when I would be refunded, they said it would have adjusted on the bill. “Okay, we’ll it cleared for the full amount so can you either refund my card or find a way to make up for this?” I asked. The cashier said “no it’s I don’t have a way of doing that”... then looked down for a minute then looked back up and ask “are you gonna order anything?” I said “no thank you. So you don’t have any way to refund me for an item that I didn’t receive. Is there someone else that can do that for me?” He looked at me again and said “no, are you going to order anything”... All he kept saying was “no, are you going to order anything?”

I said it was fine then left the restaurant, no effort, empathy or showing of understanding. It’s not the free food I want, it’s the principle behind customer service and finding a way to make the customer feel right about the situation. The customer is not always right, but at least make them feel like they’re right. I know the restaurant owner is probably going to reply with a link to have someone contact me hopefully that person doesn’t keep saying the same thing “no, but are you going to order anything” .... no I don’t want to order anything, thank you. I want my money back. 😃

Update: Pei Wei reached out to me personally and corrected the error for me.

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We used to love this place, but it's really gone down hill. We got takeout from here a few weeks ago and got 6 dishes which cost $75.72 and they literally messed up every dish that we ordered (ex. gave us a dish with tofu and chicken instead of just chicken, and the completely wrong noodle dish which was SUPER dry, gave us some kind of weird mush instead of brown rice in another dish, etc.). My husband will usually eat anything and we were both spitting the food out. It was all so gross. I called and complained and the manager said she'd issue a refund. Well, tomorrow will be the 3 week mark and still no refund. I've called probably 4 times and even stopped in once. Usually you wait on hold for like 20 minutes then it says they're busy and can't answer. That's why I went in, and I was literally the only person in there. The one girl with blue hair that I saw working, just turned around and saw that I was there at the order counter, then she just turned back around and kept working at the area with the utensils and stuff. She literally ignored me for probably 3 or more minutes, then the cook looked at me like he wanted to help and wasn't sure why the girl wasn't helping me, but didn't say anything. So I asked him if there was a manager I could talk to, and he called over to the blue haired girl and she was rolling her eyes pretty much the whole way while walking over to help me. This used to be one of our favorite places to go, but we never want to go back after a couple bad experiences lately, especially after this most recent experience. Food is inedible and the customer service is horrendous. Whoever is in charge of this location better change some things, or I'd guess they'll probably be going out of...

So, so bad. We have been going to this location for years, but this visit was so bad, it would have been comical if we hadn't wasted over an hour of our time. We walked in and the cashier joked with his coworker for several minutes while completely ignoring us. After he took our order, he mentioned it would be 30 min. Until our food was ready. We said ok. When we went to find a table, they were all dirty. Like really, really dirty. They still had food that hadn't been cleared and the floor looked like it hadn't been swept all day. There were order numbers, fortune cookie wrappers, napkins and food everywhere. I cleared off a table for my family and, after we sat awhile, pretty much all the tables were empty. And SO DIRTY!! Every table was dirty. We waited for our food for over an hour. WE NEVER GOT IT, While we waited, we watched an employee spend no less than 45 minutes "cleaning" 3 tables. He would literally sit down at a table and pretend to spray it and then sort of wipe with one hand in slow motion knocking off the old order numbers and little cardboard table top ads onto the floor and finally, after the table was "clean", he'd pick the stuff up off the floor and put it back on the table. i could not identify anyone in the place who looked like they cared at all. After more than an hour of waiting, we asked for a refund and left. There was no apology, no offer to see where our food was or anything. Honestly, after seeing what I saw, I didn't trust the food anyway. I know that restaurants are short staffEd right now, but if I owned this place I would give up and shut it down. I have never witnessed this...