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Business Profile

Carry Out Food

Panda Restaurant Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carry Out Food.

Complaints

This profile includes complaints for Panda Restaurant Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Panda Restaurant Group, Inc. has 224 locations, listed below.

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    Customer Complaints Summary

    • 261 total complaints in the last 3 years.
    • 98 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      6.27.2025 I paid $5.03 the issue was not that food it was they gave me a paper bag , all the liquid came out that carton container got soaked and ripped making a mess all over my car that i just got out of the body shop i had it cleaned that day , I picked it up at 5 pm . I do have the paper work for carstar ******** collision in ******** ca .I called Seaside California manager ****** ******** and she said she could do anything that is why i am filing a complaint for the first ********* life . I got upset because i paid money and this happens the same day i get my car cleaned

      Business Response

      Date: 06/30/2025

      ******************************* Team will follow up with the guest directly to address their concerns. 

      Thank you, 

      Guest Care

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 04/25/25, I purchased a bowl at panda express in ******, **********. As I was eating, a hard metal bristle punctured my cheek. I had a in my cheek and it was bleeding. I immediately reported the issue to the store and completed paperwork for the incident. I was contacted by customer care who offered me a free meal. To me, this was an insult. I asked for a phone call discuss the situation with management, but nobody reached out to me after several attempts. I have considered taking the next step legally, but would prefer to speak to someone who actually cares about resolving the matter. A simple phone call with an apology would have been nice for starters. I am seeking a resolution that doesnt include one free meal.

    • Initial Complaint

      Date:06/09/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Formal Complaint Against Panda Restaurant Group, Inc. (Panda Express #****)Dear Better Business Bureau,I am writing to file a formal complaint against Panda Restaurant Group, Inc., concerning an incident that occurred at one of their locationsPanda Express Store #**** in *******, ** on May 25, 2025, at approximately 1:36 PM.I visited this location via the drive-thru and placed an order. I have a life-threatening allergy to nuts, and despite expecting safe food handling, I was served food that contained walnuts and/or pecans. This caused me to suffer a severe allergic reaction. I was rushed to the emergency room at ********************* and treated on May 30, 2025, due to breathing issues and allergic symptoms. I have attached medical documentation confirming my visit and treatment.After recovering, I reached out to Panda Express and was contacted by a representative named ******** ****. Unfortunately, Ms. **** was extremely dismissive and informed me that my claim was denied because of a sign posted about food being cooked together. I explained to her that I went through the drive-thru, and no warning was visible or communicated to me. Her attitude and lack of empathy were deeply upsetting and unacceptable, especially given the seriousness of my reaction.I have since received no resolution, reimbursement, or apology from the company, despite following all of their protocols and reaching out in good faith. I believe this is a serious case of negligence and poor customer care.I am requesting the following resolution:A formal written apology from Panda Restaurant Group, Inc.Reimbursement for medical expenses related to my allergic reaction.A review of allergy safety protocols for drive-thru customers.Staff training at this location to prevent similar future incidents.Please find attached copies of my receipt and hospital information to support my claim.Thank you for your time and assistance in helping resolve this matter.Sincerely,** ********

      Business Response

      Date: 06/22/2025

      Hi, 

      Our Guest Care Team will follow up with the guest directly to address their concerns. 

      Thank you, 

      Guest Care 

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There was something in my food... got me sick the lo mein noodle sauce :( food poisoning

      Business Response

      Date: 06/05/2025

      ******************************* Team will follow up with the guest directly to address their concerns. 

      Thank you, 

      Guest Care

    • Initial Complaint

      Date:05/29/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Greetings. My name is ****. I'm a **** eats Driver. I visited one of your locations today, to pick up a delivery order. When I arrived, I was asked to show my cell phone, so the attendant behind your counter could verify the name of the person I was picking up food for. The food was ready, but it had an empty cup tided within the handles of the bag. I asked what the cup was for? The young man who was helping me, advised it was for a drink. I asked, who is going to fill the cup for the order?? The Young Man pointed at me! This is where I have an issue as a delivery person, and as a customer. Per a delivery driver.... I'm just that!!!!! I'm not on the Panda Express payroll, to fill orders. I haven't been trained to fill orders for your customers, and I haven't signed any documents per your Company policies to fill orders! If something was to go wrong, I'm liable, which would open a door for your company to be liable. I'm simply the DELIVERY DRIVER! Per a customer, I do order from the same place on a monthly occasion. ****ing is my 2nd job. My 1st is for the City I live in, and I would be horrified to know that my **** driver is filling my Drink order. This makes me aware that it's not safe, and processed by the establishment employees that I'm purchasing my food. Drinks should be filled BY YOUR STAFF, ONLY YOUR STAFF, safely sealed, so that your customers know it's SAFE to drink!!!!! I will be posting this to the BBB because I believe these practices are deemed UNSANITARY, DISGUSTING , and COMPANY POLICY DISTASTEFUL!!!!!!I left the cup, and took the food to the customer. I explained my experience, and would like you to know.... My tip for the order could be affected, due to the customer not getting their drink, that YOUR STAFF DIDN'T WANT TO FILL, WHEN THEY ARE GETTING PAID TO DO SO!

    • Initial Complaint

      Date:05/28/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered food at location. Spent 68 dollars and some change. When I looked at my credit card, I saw two charges. I dont get it. I only received one a pick up order number - not 2! I still dont how did I get charged when you dont get a notification.

      Business Response

      Date: 05/31/2025

      Hi,
      Our ********** team will follow up with the guest directly to address their concerns.

      Thank you.

      **********.

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 5/13 and sent my coworker to pick it up. My coworker was told he couldnt pick up my order so I called the store to cancel it. The employee that answered told me that a manager would cancel it the next day and Id get a refund. That employee lied and I was never refunded. I was charged for an order I didnt receive. I called the store again 5/20 and they told me they couldnt cancel it and refund my since it was a week ago. Id like some action taken since I was lied to.

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my dissatisfaction with a recent order placed at your ************** location on May 20, 2025. My order, totaling $57.13, consisted of six teriyaki chicken entres. Upon delivery, I discovered that none of the entres contained teriyaki sauce.Following this, I contacted the restaurant to report the discrepancy. The staff member I spoke with suggested that I should have explicitly requested the sauce, implying that "teriyaki chicken" does not inherently include the sauce. I respectfully disagree. The menu description, in my understanding, and consistent with standard culinary practice, implies that "teriyaki chicken" includes teriyaki sauce as a key component of the dish.While I acknowledge the importance of clear communication to avoid misunderstandings, the omission of the sauce represents a significant deviation from my order specifications. The suggestion that the responsibility for this omission lies with me, rather than with the restaurant's failure to fulfill the order correctly, is unacceptable. Furthermore, my request for a return or refund was denied, with the staff member offering only additional sauce as compensation. This response, coupled with the refusal to provide the staff member's name, was particularly disappointing.

    • Initial Complaint

      Date:05/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im writing to express my deep frustration with the lack of professionalism I experienced at two Panda Express locations on Mothers Day (May 12, 2025):Gardena (*********************************************************** (********************)I first went to the Gardena location around 10:30 PM to order wontons. Despite being open until 11 PM, I was told the fryers had already been turned off, so they wouldnt make them. This made no sensewhy are fryers off when the restaurant is still open? I was there a full 30 minutes before closing, and ******* take only six minutes to prepare.Hoping for better service, I drove to the ******** location, where I experienced the same issue. A young Latina worker offered to make the *******, acknowledging they only take six minutes. But an older Latina manager cut her off and flatly said, Were not turning the fryers back on. Again, I was there well within operating hours and was denied a basic menu itemnot because they were out, but because they simply didnt want to make it.This reflects a serious disregard for customers and a breakdown in operational standards. If employees are being paid until 11 PM, then service should be provided until that time. I wasted my time, gas, and ultimately received food that made me sick later that ******** requesting compensation for the food I did receive, along with my time and fuel, and I urge Panda Express to better train staff to respect posted hours and serve customers accordingly. My ********************** app account can be found under this email.Sincerely,Tyler

      Business Response

      Date: 05/16/2025

      Hi,

      We will follow-up with the guest directly to address their concerns.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:05/10/2025

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ive visited this Panda Express location multiple times, as well as others, and typically had no issues requesting a large entre of String Bean Chicken Breast without raw onion due to my allergy. Other locations, including this one, have accommodated this without pushback quite recently. However, todays experience was unacceptable. When I called ahead to explain my allergy and request the dish without onion, a young woman who claimed to be the manager refused, stating they dont do special requests and only accommodate catering ordersdespite this being done for me before at this location. When I asked why the policy changed, she replied, *I dont know whos impersonating the manager, but I havent done that.* To clarify, my friend called back immediately and spoke to an older woman with a heavy Hispanic accent, who *also* claimed to be the managerraising questions about who was truthful. Worse, after the call, a staff member **blocked my friends number on the restaurant phone** and then **texted them from a personal number** with abusive language: *You nasty piece of S. F you!* This behavior is unprofessional, dishonest, and unsafe for customers with allergies. Ive always enjoyed the food here, but the lying, hostility, and refusal to accommodate a simple allergy request (which was never an issue before) make it impossible to support this location. Date: 05/10/2025 Time of original call: 6:20 pm MST Restaurant location: ***************************************** Time of personal phone employee text ***********): 6:33 pm MST Email associated with Panda Rewards: *********************

      Business Response

      Date: 05/13/2025

      Hi,

      Thank you for reaching out to Panda Guest Care.  We will follow up with the guest directly to address their concerns.

      Thank you,

      Guest Care

      Customer Answer

      Date: 05/13/2025

       
      Complaint: 23314249

      I am rejecting this response because I do not yet have proof of the complaint being addressed properly. I have received an email from Panda ********** stating "Thank you for sharing your recent experience at our Panda restaurant. We're sorry to hear about your experience at the Panda in ****, ***  We train our team to provide great service and be respectful to everyone. 
       
      Please know that we take your feedback seriously and have informed our Operations Leader and HR Team to look into this matter immediately.  "

      I will not be satisfied, nor do I wish to close this complaint, until it can be confirmed that all concerns have been properly addressed.

      Sincerely,

      Lovlimae *******

    Panda Restaurant Group, Inc. is NOT a BBB Accredited Business.

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