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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.
    • 99 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:08/31/2022

      Type:Customer Service 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.
      On 8/30/22 around 5:00pm I went to this location to get food. When I started to eat it I realized that the food was really old and dried out. The meat was was so crunchy it was comparable to pork rinds. When I went back to Panda Express to get a refund the sales manager offered me different items on the menu. When I told her I wasn't interested in getting anymore of their food and I just wanted a refund she told me "you're being******** ridiculous" and then walked away. Then the GM came to the window and I explained to him what the issue was then he told me that I was lying because he personally cooked the food. Then he proceeded to call me a thief because I wouldn't take anything else off their menu and then tried to blame it on Covid. When I asked for both of their names he only have me his and refused to give hers and said "I'm her boss and I'll handle it. You can call corporate and give them my name, ******". Then he aggressively reached into my vehicle and i leaned back then he tapped the inside of my door and told me I needed to leave and pointed down the street then closed the window. I never received my refund and was given non edible food.

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 5, 2022/09/02) */
      Hi *****,

      We will reach out to you directly and provide a status of your request.

      Thank you,
      Panda Guest Care


      Consumer Response /* (2000, 7, 2022/09/06) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Customer service has contacted me and a refund has been received

    • Initial Complaint

      Date:08/22/2022

      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 had an online delivery order ***************** that I contacted Panda Express about and sent pictures of my order through email under ticket *******. I got two coupons through email for it but I replied back saying that I just wanted a full refund since we didn't feel comfortable eating the food in that condition. I still haven't gotten a reply back regarding the order and I am hoping that Panda Express can just take the coupons back and give me a refund for the $57.03 that I spent.

      Business Response

      Date: 10/13/2022

      Business Response /* (1000, 5, 2022/08/26) */
      Hi,

      Thank you for reaching out to Panda Guest Care. We have issued a refund back to the guest's credit card. Our Representative communicated the refund to the guest directly.

      If there are any further questions, please contact us at **********************

      Thank you,
      Panda Guest Care


      Consumer Response /* (3000, 7, 2022/08/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I saw the email regarding the refund but I had one more issue.

      I was under the impression that it was either the coupons or a refund, not both, but after talking with the original rep it seems like she was providing the two coupons as a courtesy in addition to a refund.

      I went back to the original email but the coupon codes don't work. I was wondering if it would be possible that you would be able to check them or provide two new ones instead for the bigger plate. I asked guest support about it last week but I never got a response.


      Business Response /* (4000, 9, 2022/08/31) */
      Hi,

      We will respond to you directly by email.

      Thank you,
      Panda Guest Care

    • Initial Complaint

      Date:08/15/2022

      Type:Delivery 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.
      Online delivery order ***************** placed 8/14 in the app was not delivered.********** told me since I placed the order directly with the restaurant, all refunds would need to go through the restaurant. I received an automated email from Panda ******* but it did not say anything about my order. I would like to ensure I am getting my refund or I will dispute the charge. The total of my order is 53.61

      Business Response

      Date: 08/18/2022

      Business Response /* (1000, 5, 2022/08/17) */
      Hi,

      Thank you for notifying Panda Guest Care Team. We will reach out to the guest directly as the refund was processed.

      We look forward to assisting the Guest.

      Thank you,
      Panda Guest Care


      Consumer Response /* (2000, 7, 2022/08/17) */
      I got my refund you can closed the case

    • Initial Complaint

      Date:08/10/2022

      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.
      The visit was on July 29th 2022. Around 1:30ish to 230ish. So i ordered mixed rice at Panda Express. s i was getting to put sauce in. I took 2 bites and I saw a short straight black hair sticking out of my food. It looked like short hair off face. I showed cashier. She showed other employee. I got a replacement off of same bowl it was in. I was watching her. I was so disgusted that i left. I reached out to restaurant email. Only response i believe automated. I have reached out 3 times still no one has contacted me. Price we spent was $25 I think. My husband paid. We ordered 2 big plates. That came with 3 things plus a large drink.a

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/08/11) */
      Hi,

      Thank you for notifying Panda Guest Care Team. We will reach out to the guest directly.

      We look forward to assisting the Guest.

      Thank you,
      Panda Guest Care

    • Initial Complaint

      Date:07/30/2022

      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.
      Hello. Panda I ordered from you guys and got for my children. I didn't check there plates because I bought from you guys usually. I opened my plate AFTER they ate there's and there was mold on my chicken ( as attached in the photo below) . My children has FOOD poisoning because of you guys and since we were out of the state I had to COVER IT. I'm so disappointed.

      Business Response

      Date: 08/05/2022

      Business Response /* (1000, 5, 2022/08/02) */
      Hi,

      Thank you for notifying Panda Guest Care Team. We will reach out to the guest directly.

      We look forward to assisting the Guest.

      Thank you,
      Panda Guest Care


      Consumer Response /* (3000, 7, 2022/08/03) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I haven't received the courtesy panda codes yet? The rep I spoke to was super nice about the whole situation and offered it. Yet I haven't received it so I'm not sure if it's bogus or not.


      Business Response /* (4000, 9, 2022/08/04) */
      Hi,

      We communicated with the guest and provided a couple of complimentary coupon codes. We will reach out to the guest directly.

      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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