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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

    • 262 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:03/21/2025

      Type:Sales and Advertising 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 disgusted. I ordered your food on a road trip. I thought it would be delicious. I took a few bites and started puking. Seems like the food wasnt cooked properly and I got food poisoning. I will never order from that panda again!!! I wanted to ask for a refund as I had to throw out the plate.

      Business Response

      Date: 04/01/2025

      Hi,

      We will contact the guest directly to address the issue.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:03/20/2025

      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 placed an order here through their app that was not delivered. I contacted the store and they were not helpful. I would like to be issued a refund for my order.

      Business Response

      Date: 03/24/2025

      Hi,

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

      Thank you,

      Guest Care

      Customer Answer

      Date: 03/24/2025

       
      Complaint: 23093216

      I am rejecting this response because I just want a refund.

      Sincerely,

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

    • Initial Complaint

      Date:03/16/2025

      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 placed an order on feb 16 for a family meal, the driver called me three times, first telling me that he couldn't find parking, so i gave him some advice on where everyone parks (on the street) then telling me he couldn't find the door and told me to come downstairs to get the order in the rain, i told him i was on a call but to give me five minutes and i would come down, then he called me telling me there was an issue with getting in, i asked him "did you read the delivery instructions i entered for the order? it instructs the driver to simply enter my unit number in the call box and i would be able to unlock the door. about 10 seconds after the last phone call i got a notification that the order was "handed to me" while im still getting dressed and hadn't even walked out of the door. So i called doordash becaquse that's who these guys use, and asked them if they could tell me where he left the order as at this point i was downstairs (by the time they answered) and i didn't see it. The driver ended up either leaving the food outside the front door of a 400 unit complex,long story short i never got the order, and the kicker? DOORDASH confirmed that he never in fact handed the order to me, she also confirmed that he had just left it outside on the street when it's 40 degrees outiside,despite noting he handed it to me., and so they KNEW i never got my order, she ended up calling a special team that said the system wont let them do it, she acknowledged "you should definately be getting a refund but our system wont allow it i dont know why" and that was the end of the road. So i paid 50 dollars for food the company knew we didn't get, and "couldn't refund " because the computer system wouldn't allow it because the driver said he handed it to me. Which he didn't do and she verified it. She told me write this reference number down and maybe my notes can help you BUT NEVER GOT A REFUND *********. I will never go here again

    • Initial Complaint

      Date:03/16/2025

      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.
      On March 16, 2025, at approximately 10:00 AM, I visited the Panda Express location at ****************************************************************, to check if it was open. My family and I have been loyal customers at this location since it first opened, and we were planning to eat there later that day.Earlier, I saw a post in a neighborhood group indicating that firefighters had been at the location, so my mother asked me to confirm whether the restaurant was still open before we adjusted our plans. I first attempted to call, but no one answered. Understanding that the staff may have been busy, I decided to visit in person.Upon arriving, I was met with immediate rudeness from a female employee working at 10:00 AM. Before I could even ask my question, she abruptly said, Were closed. I accepted this and said, Okay, fine. I then took a couple of photos for ************ that point, the employee became visibly upset, raised her voice, and demanded that I leave, saying it was obvious that they were closed and that I should have logically figured that out. When I asked for her name to include in my complaint, she refused to provide it.I was simply trying to confirm whether the location was open so we could adjust our plans. Instead of a polite response, I was met with unwarranted hostility and condescension. What makes this situation worse is that I was treated as if I were a stranger off the street, not as a long-time customer who has supported this business for years.I have already submitted a formal complaint to Panda Express Corporate Headquarters online. However, I am filing this complaint with the Better Business Bureau to document this unacceptable experience and hold this location accountable for its poor customer service.I would appreciate a response from Panda Express Corporate explaining how they plan to address this issue and ensure their employees treat customers with professionalism and respect in the future.

      Business Response

      Date: 03/18/2025

      Hi,

      Thank you for the notification. We will reach out to the guest directly to address their concern.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:03/11/2025

      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 want to keep closing complaints to protect these companies? Then I will keep opening them. Original complaint: Order # ***************** This food was undercooked and prep was done wrong, I want a store credit or coupon for the next meal to make this right!

      Business Response

      Date: 04/01/2025

      Hi,

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

      Thank you,

      Guest Care

      Customer Answer

      Date: 04/01/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:03/07/2025

      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.
      Date March 5th, 2025 Amount $13.01 Provide me Food Dispute I want the manager to basically quite the job, he was very unprofessional when I was explaining to him the problem. He even called the police and I was polite with everyone in there, fortunately there are cameras. Basically the other manager called **** she was not giving my friend her food so I tried to help her to understand why was that happening, the manager *** was just ignoring us. She never served the food and the other manager was a Chinese guy was screaming at us saying to get out of HIS STORE if not he will called the police, that we were scaring away the costumers when that is not true. Whether or not tried to solve the problem The never tried. I want to demand them for the treatment

      Business Response

      Date: 03/21/2025

      Hi,

      We have responded to the guest.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:03/05/2025

      Type:Billing 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.
      There needs to be a way to contact online support. I need my Panda Express online account / app account back, you allowed someone to hack my rewards account - use my card without verifying the *** code - and change my email WITHOUT asking my current account email if that was okay. You have serious security issues and need to resolve these for your paying customers, not making it easier for lowlife hackers. I request you restore my account to me and credit me for the fraudulent order you allowed on my account, plus damages. I also recommend you block this address (*******************. *****) and their email address from your systems unless you are supportive of this criminal behavior. I had to replace both debit cards on my account due to the fraudulent order and couldnt use my husbands debit card until he went to the bank for a replacement today. Thanks for your prompt resolution. Account (MY) email: ************************ Reward Points: 1011 Fraudulent order number: ***************** To address: (*************************************** *****)

    • Initial Complaint

      Date:03/02/2025

      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.
      On 12/29/24 at approximately 5:00pm, I purchased an item at this location and paid for it with a gift card. The remaining balance on the card was 63 cents. I asked the cashier for the money back. She refused to give it to me and then called the store manager and I asked him directly for the remaining 63 cents. He also refused. I explained to both that per CA law, a customer has a right to request their money back if it is under $10. The manager told me they don't follow State Laws. As I explained through a ********** Ticket to Panda Express, customers have the right to know prior to making any purchase that the establishment is choosing not to follow government laws. This includes City,County, and State laws.

      Business Response

      Date: 03/06/2025

      Hi,

      We have been in contact with the guest to address their concerns. 

      Thank you

      Guest Care

      Customer Answer

      Date: 03/13/2025

       
      Complaint: 22897334

      I am rejecting this response because: The business simply thanked me for bringing this to their attention but failed to give any explanation as to why they are not obligated to follow State of CA laws as I was told by the location.  They can state that this was a training issue and moving forward this location as well as other Panda Express locations will be required to refund gift cards under $10 or moving forward they will still continue to violate State laws.  I also do not need any type of future gift card for the inconvenience since they will do the same thing again the next time.  Ideally, I should have been given back the 65 cents from the first card I was owed.  Please have the business explain what is their plan moving forward.  Customers have the right to know.   

      Sincerely,

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

    • Initial Complaint

      Date:03/01/2025

      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.
      As always, its almost hilarious at this point, every single time my girlfriend and I buy food from a fast food location, its completely wrong. I had to drive back to the store now they told me a 20 minute wait to correct my order on top of the gas wasted home and back here while we are waiting for our food as well. Our order was completely wrong, one of the orders didnt even have the main entree in it. You wouldnt think fast food would be so hard yet these are the people that want $30 and they cant even do the simple task of fulfilling orders. Half of my order entire wrong I went to the exact below location during early dinner time and everything was wrong;***************************************************************************************************** I am asking for a $15 credit for wasting not only my time but my gas for coming back for not being able to complete the SIMPLE task of fulfilling order. Literally EVERY single time my girlfriend and I order food it comes out wrong with things we didnt order or missing orders or no napkins or utensils so now I file a Better Business Bureau complaint every single time, its time you people learn your ****** that people dont like getting their order wrong especially after driving all the way home!!! Always the same issue at these fast food places!!! No consideration to customers, you would think there is extra consideration to customers in the drive through since they are leaving and not at the location and able to check their entire order!

      Business Response

      Date: 03/06/2025

      Hi,

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

      Thank you

      Guest Care

    • Initial Complaint

      Date:02/18/2025

      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.
      Ordered online on February 2nd and received someone elses order. I emailed them and called them and they said they forwarded the issue to the refund department. The last email from them was on February 8th, and I've been asking for an update. It is now 10 whole days later with no reply. Nobody picks up the phone either. Absolutely horrible customer service. I might have to dispute it with my bank.

      Business Response

      Date: 02/20/2025

      Hi,

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

      Thank you

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

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