Panda Express — Restaurant in Springfield

We were ordering food for 3 people. we ordered Two bowls, a 'Bigger Plate' and some egg rolls & Rangoons. upon placing the order in the drive thru where the order taker was unkind and awkward by demanding us to order sauces at the window and to say certain items before others while ordering food. Then when we reached the window where we were directed to pull ahead to the sole drive through parking spot for our medium size order. After waiting 25 minutes we were handed one bag of food that had rangoons and food we ordered in a bowl in a plate with nothing else in the bag. we sat in the car patiently waiting just in case they didn't bring us all our food as the employee was delivering food to other parked customers as a result of the drive through. ten minutes more pass, and we realize they do not intend to give us the rest of our order. so to resolve the issue, we went in and showed our receipt to an employee where she acknowledged that the order was wrong and incomplete and then taking it upon herself, she attempts to rectify the order by getting the missing bigger plate, but we were still missing a bowl and upon returning to us the employee dismissed us and kept our receipt so we couldnt leave a review on the website or dispute our order. We had a good experience prior to this but this dragged out and infuriating experience is enough for me not want to return. Would recommend any other location, the apathy of the employees...

I came to the Springfield location on Friday October 25th I preordered through the app my phone alerted me my order was ready for pickup and I showed up 5 minutes after it was ready. The door was locked but an employee came to the door and asked if I was DoorDash. I said no but my order is ready. She said well if your not DoorDash you have to go to the drive thru. I said well there is like 8 cars in the drive thru and my food is ready you can’t just grab my food since it’s ready and already paid for. And she said no. So I waited in the drive thru for a refund because I did not want 25 minutes old food they could not give me a refund they had no manager on duty she had to go home to her baby. And the GM was at a wedding. And they gave me a customer service number to call and try and get a refund and that lady said her manager wasn’t in either. And that she would contact the store to make sure I didn’t take the food before she could check on a refund. I also submitted a complaint on the app and requested a response. No one has contacted me. This company is really unprofessional and sounds like they do not care. And apparently if your not DoorDash you don’t matter. I will be leaving a bbb...

Horrible customer service. This is the second time we have went through the drive thru. First time they didn't give us any sauces and when I went back through and asked for some the manager came to the window saying it was my fault for not asking to begin with and I shouldn't assume the Rangoons come with red sauce and the Teriyaki Chicken come with Teriyaki sauce, I have to ask. It was a hassle getting her to give me any packets. The second experience, we ordered two meals. One was accurate but the other was the complete wrong meal. When we immediately circled back through the drive thru the manager came to the window and told me she wouldn't replace the incorrect meal because they gave us the other meal (the incorrect meal, my mother couldn't even eat due to having celiac disease and needed the grilled chicken meal she ordered opposed to the breaded chicken meal she did not order) The manager stated if we wanted the correct meal, we would need to pay an additional cost for the meal as they cannot take the incorrect meal they provided back. It was the worst customer service and management engagement I have had at any food service...