Pei Wei Asian Kitchen — Restaurant in Surprise

I placed an order online, Sunday evening at 2034, and pick up time was 2050. My hubby went inside to get our order, yet was told it wasn't ready. The Manager, Rosalina, who can barely speak nor understand English over the telephone was standing there too. People were going in and out, but he was still inside waiting and waiting. He observed the so-called Manager chatting away with the cashier.

Finally he went up to them, again, and they didn't acknowledge him for a few minutes. The cashier asked him again, which order he was waiting for, and told her again. She turned to the Manager, and asked her "Is this order complete?" She responds with "Yes, it's complete."

He finally walked out to our vehicle at 2110!! I had called right before he walked out because I, myself, noticed all these people walking in and out, and wondered what was going on. All Rosalina had to say was "Oh yes, I saw his order. We were waiting because it was for extra sauce on the side." Seriously?!! "It takes 20 minutes for someone to pack up a container of extra sauce?!!" Her response was "Oh, we were really busy." And, a few "sorry's."

We had three Pad Thai's - One steak w/ extra peanuts and egg, as well as one chicken, the same, and another chicken with extra sauce, on the side! That was it.

We get home, and open up our container's. The Pad Thai w/ steak had a crapload of peanuts, ONE scallion, NO cilantro, NO lime, and the noodles were all cut to oblivion! The Pad Thai w/ chicken also had a crapload of peanuts, 3 scallions, NO cilantro, NO lime, and the noodles were also cut to oblivion! The second Pad Thai w/ chicken had a CRAPLOAD of peanuts (which we did NOT order), 2 scallions, NO cilantro, NO lime, and the noodles were also all cut to oblivion! Pad Thai is usually all we ever order from here, and no excuses for the poor quality of their entrees is accepted.

Since we have ordered under this management, it seems like everything is no longer of quality, and it no longer matters. My last review (which was somehow deleted) was about the Ahi Avocado salad, which was served with avos as hard as a rock and INEDIBLE, and the wings were over fried that the meat was fried off, and also had broken bones. The Manager, Rosalina, had the audacity to ask if I wanted to go back and get another salad, with the SAME AVOCADOS, as hard as a rock!! I asked her if she was serving this same batch of avos to her customers, and her reply was "Yes, this is all we have, so we are serving them as well." Great Management would go out of their way to find a replacement, EDIBLE for customer's to consume until the next batch came in!

Needless to say, after 10 years of ordering from this location, we are NO LONGER ordering from here again, under this Management. Three strikes, and...

This restaurant is one of a kind. Its mainly meant for take-out, however, if customers decide they want to dine in they are free to do so. At least half of every customer who comes in on a daily basis is a new customer and has no idea what to expect from the restaurant other than "they serve Asian food". You can modify nearly every single dish offered at this restaurant to your liking including making additions to your meal. Due to the focus on the customers taking-out the kitchen can have up to 10 orders to complete one by one just from take-out alone. While the customers who chose to dine in are still of high priority, the kitchen cannot skip the order that the orders were received from the printer. This means food could take up to 15 minutes given that the restaurant is in full steam. This doesn't take away from the quality of the food. If a customer chooses to dine in and orders any appetizer or lettuce wrap they should expect to receive those before their main dishes but the employee in charge of the appetizers may have just as many orders to complete as the rest of the kitchen. Although the employee/s in charge of the dining room will bring you out your food and clear your plates when finished, it is encouraged and implied that the customer will grab any necessary dining items while they are still at the drink station after filling their beverage. Boxes, fortune cookies, chopsticks, silverware, napkins, toothpicks, soy sauces, hot mustard, chili paste, and various sweeteners can all be found for the customers convenience. The dining room employee's main focus is to make sure the customers feel comfortable and taken care of so don't be afraid to ask for extra sauce or a bag for any boxes you wish to take home! If you love Asian inspired food and have the time to enjoy an amazing meal regardless of preparation time then visit this restaurant. They are constantly evolving and getting better and the food never...

Edit to my original review. Someone in the admin department posted a comment and stated we should go online to a link provided to share my story for them to get back in contact with me. Why should I need to do that? I was in person in the restaurant and because of staff shortage I was treated like crap and told to wait for a refund because my food did not come out in time, are you serious... That was who stated they were the manager!! We have been to this location many times and unfortunately after yesterday we will spend our money elsewhere. There were 4 of us we ordered 4 meals plus an appetizer and a cup of soup. We received our meals, finished everything, and asked where the appetizers were and were told they were on their way. By this time we were done eating a good 25-30 minutes later and still no items. We went up to the counter to ask for a refund since we were leaving now that it's been at least 35-40 minutes and we did not wish to wait any longer. The 2 ladies that were there were busting their tails running in the kitchen to help as well as expedite and ring up customers. The one lady said we would have to wait their manager was busy and in the back. That infuriated my spouse and demanded he come refund us so we could leave. By this time, there were only 3 tables seated and eating and 5-6 people in line to order or pick up an order. I do get they were a little busy but the customers should not be made to wait because you had an employee not show up. That is just a lame excuse instead of taking care of your local customers. For 4 people 2 being kids and spending $70 I'll take my business elsewhere. As a manager you should not be so unaware of your actions and how you treat customers if you expect to do business...