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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

    • 264 total complaints in the last 3 years.
    • 103 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:04/06/2023

      Type:Billing 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 4/5/23 at 3:19 pm I purchased an order for two takeout meals from Panda Express (Store #****). The server charged me for two big plates ($10.90), but I only ordered one bigger plate and 1 regular plate. I also ordered two separate side items. When I realized I was overcharged I went back to the restaurant to get a price adjustment. The server said that he gave me the better price and that the button did not work for one of the meals I ordered. They refused to give me a clear answer about the price or refund the difference I was overcharged. I also observed that the server gave preferential treatment to other black male customers and doubled up on the serving amounts.

      Business Response

      Date: 04/10/2023

      Hi,

      Thank you for reaching out to Panda Guest Care.  We will reach out to the Guest directly to resolve the issue.

      Thank you,

      Panda Guest Care

    • Initial Complaint

      Date:03/21/2023

      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.
      I arrived at store #**** at 7:22pm on 3-20-23.I ordered my food and asked for teriyaki sauce they said they were sold out. Then the cook so no we have some it will be about 20min. I waited about 12min. Then I was called up by the lady with the beads on her braids which later found out her name is tajanay. She was very rude. I asked her for an extra one and she said .50 I said are you charging me .50 and I waited for over 10min and she said yes. I said can I speak to a manager and staff said they didnt know her name. Then I said why are you so rude when spoke. I then asked her whats her name and she ignored me. I asked cashier and other staff what her name was and they told me they didnt know. Then I went to cook and he gave me name. She then went off on him. She flicked me off upon me leaving. I called the ********* location and spoke to ****** , I asked him if he can give me manager name of store #****, he told me she was at his store. Then I asked to speak to her and he told me she ran an errand. I explained to him the situation and he told me to call 1-800#I said why wont she call me and he told me she was real busy. I patronize Panda Express like 3 times a week. Im so insulted. The staff of unprofessional and rude. It was so sickening.

      Business Response

      Date: 03/22/2023

      Hi,

      Thank you for reaching out to Panda Guest Care.  We will follow up with the Guest directly to resolve the issue.

      Thank you,

      Panda Guest Care

    • Initial Complaint

      Date:03/11/2023

      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.
      Ordered food at a different location on ******* and 99 for my son to pick up on his way home. ordered a larger plate with cheese ragoons. Filed a complaint through the app since I ordered it as the food was burnt and the Angus steak which I got two and paid extra was nasty and sweet. Panda asked for a copy of the receipt and have not gotten back to me. No one should charge for a disgusting meal like that which belongs in the garbage.

      Business Response

      Date: 03/27/2023

      Hi,

      We will reach out to the Guest directly to address the issue.

      Thank you,

      Panda Guest Care

    • Initial Complaint

      Date:03/10/2023

      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.
      Today is march 10th 2023, I placed a family order online at 6:19pm. For a pick up at 7:15. My husband sat at the restaurant for 50 minutes waiting for this food to be made. It was not completed until 7:58 pm. We preplanned it for pick up so that we didn't have to have a situation like this and then when I called in to speak to The manager to find out what was going on the representative who answered the phone told us that he was too busy cooking and couldn't come to the phone. You guys used to be our favorite Pick up spot but over the last 6 years. Your customer service skills and the store locations that are operating under your name are seriously lacking. Not just in customer service but in professionalism in the ability To plan ahead if somebody puts an order in at 6:19 and tells you. Hey I'm gonna be there at 7:15. I think that the main thing that I would be wanting to focus on is prioritizing that order for pick up not waiting until they arrive at 7:15 to cook food. I want a refund because i'm not gonna sit here and call an establishment and trying to get somebody to talk to about the situation that should have never happened. ******************************************************************* ************** This is the last time we will ever eat here.

      Business Response

      Date: 03/15/2023

      Hi,

      Thank you for reaching out to Panda Guest Care.  We will follow up with the Guest directly to resolve the matter.

      If you have any questions, feel free to reach out to **************************************.

      Thank you,

      Panda Guest Care

    • Initial Complaint

      Date:03/10/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      You can close this case. I received the refund from Panda Express.

    • Initial Complaint

      Date:03/09/2023

      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.
       
      Complaint: 19577527

      I am rejecting this response because:  Panda has not contacted me; this issue has not been resolved.  Thank you very much!

      Sincerely,

      ************************************* so I did call and explain what had happened and they gave me a guest care # *******. My call was returned by Kat in **************** I explained to her what had happened the previous evening, and she asked if I told the manager or kept the foreign object and I replied no because I was praying that that the tooth could be repaired. I informed her I would contact her after I saw an oral surgeon. I saw an oral surgeon and he said he could place an implant and my regular dentist would place an abutment attached to the implant crown. I contacted ***, told her what I found out and she instructed me to send her past records from my dentist, chart notes and invoices/with costs. Also a copy of my drivers license. I promptly emailed her what she requested. She gave me her phone number incase I had any questions. I contacted her several times, she said a decision hadn't been made. Finally she contacted me on the phone and sent me a letter stating my claim was denied. .

      Business Response

      Date: 03/27/2023

      Hi,

      Thank you for reaching out.  We will follow up with the Guest directly to resolve the matter.

      Thank you,

      Panda Guest Care

      Business Response

      Date: 04/10/2023

      Hi,

      Our Risk Team advised Guest on our position in writing and verbally several times.  If you have any questions, feel free to write to **************************************.

      Thank you,

      Panda Guest Care

    • Initial Complaint

      Date:03/09/2023

      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 2-17-23 at 5:57 PM we attempted to place an order with our local Panda Express. The online order was rerouted to ************* which is 2 1/2 hrs from our residence. Upon realizing this we called and cancelled our order. At that point we were told that we would get our refund in 2-3 working days. on 2-24-23 we again called the ********* Panda Express and we were told no Manager was available and that one would call us later. No one ever called. I called Panda's complaint center and were told that they needed to call the ********* Panda and would tthen issue a refund. It is 3-9-23 and we have not heard from Panda or recieved our refund of $59.42

      Business Response

      Date: 03/22/2023

      Hi,

      Thank you for reaching out.  We have followed up with the Guest and resolved the matter.

      Thank you

      Panda Guest Care

    • Initial Complaint

      Date:03/04/2023

      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.
      Placed an order Order # *****************, and the food was RAW. I tried attempting to eat it but honestly didn't want FOOD poisoning so I threw it out. I'm so disappointed in this quality panda.

      Business Response

      Date: 03/10/2023

      Hi,

      Thank you for reaching out to Panda Guest Care.  We will follow up with the Guest directly on this matter.

      Thank you

      Panda Guest Care

    • Initial Complaint

      Date:03/02/2023

      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.
      My wife and I have purchased from the location 3 times in approximately the last 2 month. Not times Ive paid extra for the angus steak and for 2 orders of it, I got mostly veggies which isnt what I paid for, my wife has order the honey shrimp with the same issue. We order double order of Cho mein and we get a single serving, I know what a double of all the items i mentioned look like. Stop trying to s**** customers out of what they pay for, my family will go else where of this continues, I dont have this issue at the usual location we go it but its defiantly making us reconsider coming here again.You can respond in email.

      Business Response

      Date: 03/09/2023

      Hi,

      Thank you for reaching out of Panda Guest Care.  We will follow up with the Guest directly to assist with the issue.

      Thank you,

      Panda Guest Care

    • Initial Complaint

      Date:02/24/2023

      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.
      Order #***************** Restuarant: ******************************************* Order Type: Delivery through Panda Express app Order Date: 02/04/2023 Order Time: 5:51 PM AST I ordered two meals for delivery on 02/04/2023. When the food arrived it was inedible to the point it made both my partner and I not only throw up but lose any appetite to eat for the remainder of the day. The chicken was overcooked/rubbery, the vegetables were undercooked/raw and all of the food tasted burnt. You could literally smell the smoke on the food. It was probably the worst food related experience I've ever had in terms of quality. Both meals were thrown away... I wouldn't even give it to my dog. I contacted the restaurant for a refund and they said they weren't able to help even though it was ordered directly through the Panda Express App. I then contacted ******** and they told me they could not refund the order as it wasn't placed through the doordash app. I then contacted Panda Express online a couple weeks ago and have been waiting for a resolution only for them to respond to me about two times before not hearing back from them at all. No answer at all. Nothing. I even sent them another email asking if they could reply and still nothing. That was over a week ago. I do not want to return to that restaurant again. The quality and how sick it made us was literally that bad. What I would accept is either a refund or a gift card I can use at another location for the amount of the order. I have copies of all email interactions as well as a screenshot of the order information if needed...

      Business Response

      Date: 02/28/2023

      Hi,

      Thank you for reaching out to Panda *********** We will reach out to the Guest directly to resolve the matter.

      Thank you,

      Panda 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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