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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:05/07/2025

      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.
      Where should I start..This complaint is in regards to Panda Express located ***************************************. My daughter has been working at Panda Express for a few months and enjoyed working there. We had an unexpected death in our family, my baby brother had died from health complications and My daughter had put in a request to attend his funeral. According to my daughter, her manager gave her a hard time because of this and also told her that it is against policy because the person has to be of immediate family. Now I understand that my brother, her uncle, is not immediate to her but that is still a relative who she personally knew. My daughter decided to call off and attended the funeral. Upon her doing this her manager and coworkers began giving her a hard time, such a hard time that my daughter went into the rest room and cried. I had to call her to see what was going on and she stated that her manager and ********** were treating her badly. I called Panda cooperated, and filed a complaint in regards to this. A week or 2 later my daughter had stated that things were going better, she was beginning to enjoy working again. But it didn't last, my daughter was having issues with payroll and she had to call hr to get it fix, according to my daughter the manager threaten to fire her because of her calling hr because the manger knew of my complaint and thought that my daughter had been the one that called, and because of this she began treating my daughter badly and she was fired. I'm very disappointed with this company and I will no longer support and patronize this business especially my family, friends and coworkers!! Especially if this is how you treat your employees

      Business Response

      Date: 05/19/2025

      Hi,

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

      Thank you,

      **********

    • Initial Complaint

      Date:05/03/2025

      Type:Product 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.
      Date of the transaction: April 18, 2025 Amount paid: $13.01 ($6.53 via Panda Express Gift Card ending in 2608, $6.48 via ********** ending in 5327)Business committed to provide: A Bigger Plate meal for pickup Nature of the dispute:On April 18, 2025, I placed a food order via the Panda Express app while I was located in ***********, **********. However, the app incorrectly routed my order to a Panda Express location at *********************** in *********, ******. As soon as I noticed the mistake right after placing the order, I looked for a way to cancel the order in the app but could not find one. I then immediately called the Panda Express restaurant at ************** to request a cancellation.The manager I spoke with confirmed that the order would be canceled and assured me that I would receive a refund within two weeks. However, I never received any refund.Meanwhile, I also contacted Panda Express ********** and submitted a detailed description of the issue under Ticket #*******, but I have not received any response to date.Has the business tried to resolve the issue?No. Despite contacting both the store and customer service, I have received no refund or resolution.Order details:Restaurant: Panda Express at ***************************** Address: ************************************************ Phone: ************** Order #: ***************** Pickup time: 8:02 PM, Friday, 4/18/2025 I am simply requesting a refund for an order I never received and which was placed in error due to the app's location issue.

      Business Response

      Date: 05/06/2025

      Hi,

      We will follow up with the guest to address their concern.

      Thank you

    • Initial Complaint

      Date:04/30/2025

      Type:Product 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.
      on April 3, 2025. I placed a delivery order through the Panda Express app. A couple of entres and a couple of bottled Mexican cokes.The order was delivered by DoorDash. My two cokes were not delivered. When I clicked Help on the order delivery tracking it sent me to ******** representative. The ******** representative assured me that I would receive a 15% refund of the total order Which is not even the amount I paid for the cokes it is less That upset me in itself, but I accepted the poor resolutionfor that I was advised that I would have this refund within 12 to 13 business days and I never got the refund. When I out to ******** about this, I spoke to someone who to be quite honest, it seemed like they had no idea what was going on. They essentially said it would be up to the restaurant to refund the money and the restaurant would reach out to me within the next 24 hours. Well guess what I have not received any contact from the restaurant at all. I even submitted complaint through the contact form on the Panda Express website on April 22 request (*******). I still have not received any response at all from anyone I cant believe that no one is reaching out to me to resolve this.

      Business Response

      Date: 05/05/2025

      HI,

      We will respond to the guest directly to address their concerns.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:04/26/2025

      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.
      Im extremely embarrassed and disappointed. I ordered ( order number #*****************) this to celebrate a special moment with my significant other. One bite in, they were instantly disgusted and ended up vomiting. I tried it myself and the food tasted stalethe **** mein was dry and crispy, and the orange chicken was hard to chew. It honestly tasted like it had been sitting out for hours.The order had just been delivered when this happened, and Im now taking the time to write this report. I would like a full refund as soon as possible. Ive tried contacting the Newport location, but they never answer the phone, which is why Im reaching out here.

      Business Response

      Date: 04/29/2025

      Hi,

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

      Thank you

      Guest Care

    • Initial Complaint

      Date:04/26/2025

      Type:Product 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'm writing to express my disappointment with a recent order I received. I purchased a Bigger Plate meal from one of your locations (different from my usual spot), and unfortunately, the food was burnt and not up to the quality Ive come to expect. I was so disappointed that I ended up throwing it out, and unfortunately, I also no longer have the ********** a loyal Panda Express customer who orders frequently, and Ive always been very satisfied with the quality. Thats why this experience was so surprising and frustrating. I was hoping to request a refund or some form of credit for this order.Thank you for your time and understanding. I look forward to hearing back.

      Business Response

      Date: 05/12/2025

      Hello,

      We have tried to reach out to the guest directly with their email *********************************; however, we received an undeliverable reply.  Please provide another email address to contact the guest.

      Thank you

      Guest Care

      Customer Answer

      Date: 05/13/2025

       
      Complaint: 23255007

      I am rejecting this response because:

       

      This is my email? *********************************. Please try contacting me there. Or please provide an email I can contact. 



      Sincerely,

      **** Ohansa

      Business Response

      Date: 05/19/2025

      Hi,

      We have tried the email ********************************* but was undeliverable.  Please email us ******************************************************************.  The ticket reference number is 2409637.

      We look forward to hearing from you.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:04/17/2025

      Type:Product 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.
      I live in the ** this company somehow stole my debit card information and proceded to put charges through made in the philiphines! there were more than 20 charges attempted only one went through and I want my card refunded immediately!

      Business Response

      Date: 04/30/2025

      HI,

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

      Thank you

      Guest Care

      Customer Answer

      Date: 04/30/2025

       
      Complaint: 23220199

      I am rejecting this response because:

      I have already disputed it with ****** and they will be charged back, further they have provided no useful information.

      They are a scam company where fraud in rampant they have been charged back for accepting a stolen card from the ** in the ************ 

      Sincerely,

      ******** *****

    • Initial Complaint

      Date:04/10/2025

      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.
      Hello and thank you so much for helping out! I wanted to please reach out regarding an experience I had at Panda Express inside ***************** in ******, I had the opportunity to go to the mall and was excited to be at Fashion Fairs food court after a long day of shopping We made it to the food court and had a ton of options to choose from We decided we would have Panda as its been over 10 years! We were so excited to try out the menu again and missed their delicious orange chicken and **** mein We approached the front line to place our order and we were not greeted, the gentleman in the front kept making a face at my daughter.She was recently diagnosed with a medical condition where she has to be in a wheelchair, It makes it very difficult for her to see over the counter to see what to order.The employee kept pressuring her and made her visibly upset, the team members name was *****, and he was very rude!He kept laughing at my daughters condition and made it difficult for us to enjoy our meal, he was not attentive whatsoever and made it terrible experience.We have the footage on video and want to share it with social media outlets. However, my daughter is very embarrassed about the situation and does not want any public outcry.***** is a terrible employee should not be working at Panda We try to avoid him, however we noticed him at another location on ********** and ******* in ******, ********** as well

      Business Response

      Date: 04/13/2025

      Hi,

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

      Thank you,

      Guest Care

    • Initial Complaint

      Date:04/03/2025

      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.
      Called the store to complain about my food. The workers were reluctant to let me speak with a manager. ******* to be specific. I complained. He then called me back from a "no caller ID" phone and cussed me out and threatened me. Unacceptable business practices. And they served me cat food to begin with.

    • Initial Complaint

      Date:04/02/2025

      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.
      I got cold food and my drinks were not good they tasted weird couldnt even drink em the taste was not good at all i am requesting a refund i placed my order at panda express located 2434 e baseline suit #*** phoenix az *****. My order number is *****************

      Business Response

      Date: 04/14/2025

      Hi,

      We will reach out to the guest directly to address their concern.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:03/25/2025

      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 cannot update the phone number on my Panda Express Rewards. I reached out to their customer service email and never recieved a reply. I requested that it be updated from the old number ************** to **************. I cannot receive a code for the old number. I sent them an email from the same email as the account.

      Business Response

      Date: 03/27/2025

      Hi,

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

      Thank you

      Guest Care

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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