Panda Express — Restaurant in Virginia

I've been ordering online for sometime now. I love spring rolls so I often order one large thing of chicken spring rolls and another of veggie spring rolls. As you can see in my orders history, I ordered this way twice recently.

About a week ago, I placed my mobile order again, I received a confirmation number, however, I never got an email confirmation. From the past few times ordering using mobile, I noticed it takes a few hours to get that confirmation email, so this isn't really a big deal.

The confirmation notification in mobile also included an estimate of when my order would be ready, about 15 minutes from placing the order, which is perfect for me because it'll take me 15 minutes to drive up there. I also work from home almost 13 hour shifts and barely have any time to waste, so every minute of mine is crucial which is why I find this way to be the most convenient.

Upon arrival at the location, the lady at the counter is always kind and professional. I gave her my name like I usually do, but she couldn't find the order. I opened up the confirmation I received from Panda Express and showed her, she pulled out a pen and a piece of paper and asked me to write the order number. She then took the order number, handed it to her colleague who was preparing other people's orders, and she mentioned to me she'll have to hand it to the manager in the office because they couldn't find it in the system. Couple minutes later, the manager came out of the office, asking to see the confirmation, by that time, I went out from that screen to my order history screen where the only option I had was to 'cancel' my order or to 'resume' my order. Which made absolutely no sense because I did not purposefully waste 15 minutes driving up there just for my order to be resumed. She could see in my past history there's a number of orders, so this isn't the first time I placed a mobile order. She also confirmed with the lady at the cash register who was the first person to see the confirmation screen before asking me to write the order number on paper. Nevertheless, she proceeded to treat the instance as if I was asking for a free meal. I got the impression that she was under the impression I was lying about placing the order or something along those lines. I felt so insulted that I wanted to place the order in the mobile site again just to prove to her that I wasn't lying and this was their system glitching. At which she responded, I don't have to do that since I'm already in the store just place the order with them at the counter. Again I don't think she understood how that could make someone feel ashamed or insulted. Needless to say I went ahead and took her up on her offer, placed the order over the counter, and then left. The only reason is because she made me feel very small in front of a lot of people. After picking up the order, usually their spring rolls taste amazing but that energy was transferred into the food and the food tasted disgusting. I had to throw away a whole box of chicken spring rolls cause I could taste her treatment of me.

I'm sure you have to go through extensive customer-service training to manage a place like panda express. While I understand the circumstances that led you to make the assumption that I wanted a free meal, that was still a misleading assumption and you failed to consider that maybe, just maybe your system wasn't working- as I have proven I have a history of placing mobile orders. Either way you could've attempted any retention efforts, to not make me responsible for Panda Express's mobile order not working the...

I just left with two orders for my fiancee and I. I am very allergic to shellfish. My fiancee orders shrimp in a separate container, then a 2 course with 1 side meal, including steak. Sheila, who was working the counter, accidentally put shrimp and steak rather than steak in my fiancee's meal. We notified her of the mistake and her response was "so, it's his meal". We explained we often share our meals (which... is NOT the point, you put the wrong entree in the container...) and she DUMPED the rice contaimated shrimp and steak back into the serving buffet, and used the rice spoon to dump the 1/3 of the "contaminated rice" into the trash, then the rest back into the service buffet using the same spoon and through all the sauce from the shrimp entree in the container. If Panda Express is so hard pressed for 2 cups of rice that this is the common practice, then I am APPALLED. Just eating that rice that was dumped back into the serving dish would put me in the hospital. As it is, I only trust major chain restaurants to ensure that the items I order do not contain allergens that will cost me days of my life and thousands of dollars in medical bills. I looked back in the long line behind us and wondered if there was anyone else in line that had allergies like mine, because I have had hospitalizations and reactions that I could not trace that had to come from contaminated food. I hope the restaurant can educate their employees about the seriousness of food allergies and the importance of food hygiene because not only did I go next door to Boston Market to buy a second dinner I feel comfortable eating, but I will never go to another Panda Express again after...

Ordered a family meal on Saturday which includes three large entrees and two large sides. I chose 2 Teriyaki Chicken and 1 Orange Chicken. I was sent two containers of plain cooked chicken along with the Orange chicken for entrees. No sauce was provided for the "Teriyaki " chicken. This was a delivery order so I called to inform them. The lady on the phone apologized and said "I told them to put the sauce in the box" and I said well there was only soy sauce packets in the box, so what am I supposed to do? She just apologized again and hung up. I went on the website and contacted customer care. I received an email from them offering me "two free small entree coupons" which I felt was pretty insulting. From the website a small entree cost $4.60 a piece vs the $10.60 a piece for a large entrée, for which I was out 2 of. So I was offered less than half the value of the items that were not prepared correctly. I've disputed with my bank now since this was their best resolution. A real shame the store couldn't even attempt to fix themselves. Will not be back. Over $40 wasted since I had to arrange other...