Panda Express — Restaurant in Troy

I am not a person that leaves reviews ever but this truly was the worst experience I have ever had at a restaurant. Sadly I threw away my receipt and was not able to complete the survey so I will leave my experience here.

When I walked up to the counter, half of the food was empty and what was available looked old and like it had been there all day. It was not late. It was 01/04/2024 at 5:45 pm. I asked if I could get some fresh super greens as they did not look good and not enough for a full portion. I told them I had no problem waiting and thank you. (I am used to always having to wait as super greens they are never fresh. However I was assured by another panda express employee a couple of years back to just ask for fresh greens and that they will happily make them for me. (Foreshadowing... lol)

The server yells back to the cook to make super greens while he was busy cooking something else.

They asked me to pay first and to wait for my food. Approximately 5 - 7 minutes later I watch the cook finish what he was doing and walk to the back. I looked around to see if my food was ready and it was not. The server waved me over and told me to pick something else because the cook went on break.

I asked "Are you serious? I have been waiting this whole time." The server, Carmen, rudely replied "Everyone is entitled to a break." I told her "I understand. I worked in fast food but super greens take less than a minute to cook." She NEVER apologized and just told me to pick something else.

At this point I was very upset at the way the team handled the situation but how could I leave? They already took my money and it was late. I settled for the old Kung Pao and Chow Mein with the odd smell and taste.

I finished my not so impressive meal and walked up to the counter to get a refill on my soda. As you know Kung Pao can be spicy and I really needed a drink. Another server (not Carmen) told me no. I asked if they were serious and Carmen interrupted and said they do not do refills. I said are you kidding me right now? Given the situation that just happened I felt the least they could do is give me a drink here but they refused. (BTW there was no sign about the refill policy.) The other server happily said "You can buy another drink if you want." I couldn't handle it any more and just left and told them this was not okay. I honestly think that if they would have refilled my cup I would not even be here writing this review.

Given the current labor market I understand it can be difficult to find the perfect employee. But one thing that companies like Panda need to keep in mind is that as things get more expensive, people will begin to cut out conveniences in their lives. I pay for fast food because of its convenience of FRESHLY cooked food. Adding insult to injury Carmen was set on making my experience the worst I have ever had. I was never rude or mean to her or anyone on the team, which is why I feel blind sided by the way I was treated. It truly felt like it was an Us vs Them attitude as I watched Carmen talk to the other customers after me with an attitude. We all have bad days but you cant take those frustrations out on your customers. All we want to do is have a meal.

This experience has pushed a 1-2 times weekly Panda Express customer away to the point where I may never return. The sad part about this whole situation is that it could have been fixed with less than a minute and some communication. The cook could have said earlier he was going to break and I would have chosen something else. Carmen could have just filled my cup to make up to me.

Customer service seems to be dead now a days and this experience just proves it to me. I will go find another Asian place that does not make me feel like I am inconvenienced them by buying what they are selling.

If your hungry go some where else or at least go to another location and not this one inside of a...

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