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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: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

    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair 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.
      This complaint is focused on the corporate office for failure to adhere to their advertised terms and conditions for their **** New Year Promotion: On 4 Feb 2025, I went to the Panda Express location at *****************, ******** and made a qualifying purchase - a 3 entree meal. When I presented the coupon that I earned via their scratch off program, I was told that they honored the program but that the FREE SMALL ENTREE means, to them, $1.50 off. They charged me $5.40 for the small entree and then took $1.50 off. This is a clear violation of their own program terms that states clearly - a FREE entree. Free does not men paying $3.90 but free means paying $0. The manager of that location said that is all they would do and said, go ahead and call corporate. I did (Ticket #*******) and ******* *. stated that the restaurant did not properly handle the coupon. I explained to ******* that I would like to use the coupons that I earned but that the store would not honor it. He said that the store leadership would be contacted. I asked to be able to speak to store leadership but was denied. I then asked to be able to use the coupon that I earned but was told the coupon ******* sent replaced the coupon I earned. I explained back to him that I wanted to use the coupon I earned. He never replied. While each Panda Express location is a franchise, national or regional advertising campaigns that stores participate in mean that stores must follow the terms and conditions applicable. Here, I was wronged twice. First, the store failed to honor a coupon that was clear in its terms (Free = $0, not $3,90), and second, Panda Express Corporate failed to provide the customer care in which they historically have always been good at. I am not sure why ******* C could not be more helpful, but ask that Panda Express properly provide compensation for the hassles their store and their corporate employee caused.

      Business Response

      Date: 02/11/2025

      Hi,

      We will follow up with the guest directly to address the matter.

      Thank you,

      Guest Care

      Customer Answer

      Date: 02/11/2025

       
      Complaint: 22913209

      I am rejecting this response because the business said they would follow up with me and they have not.

      Sincerely,

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

    • Initial Complaint

      Date:02/07/2025

      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.
      I talked to the panda express customer services about my orders. First, I told them that I accidentally ordered pick up and reordered the delivery order off the app. They said that they will cancel the delivery order and give me a refund for both of the orders. Today, I checked my bank statement they didn't return me the money. I had to starve last night because the delivery took too long and ended up being cancel and now I have to pay for it? I can't do that

      Business Response

      Date: 02/11/2025

      We will follow up with the guest directly to address this matter.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:02/05/2025

      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.
      On 1/28 I made an online order for pick up, Order # *****************. The food was cold and some it didnt look cooked all the way, like the cream cheese rangoons or some of the orange chicken. We served ourselves and warmed up the food in the microwave. Later that day my wife got diarrhea. She ate veggie rolls and I did not. I assumed it was the veggie rolls. I made a complaint on the app, request #*******. The next morning I ended up getting severe diarrhea. I threw all the food out. I filed the request on 1/28 same day we picked it up and have not received a reply to this day. It has been 8 days. This is the most recent order I have made at panda I havent eaten there for a long time now I remember why. Not a good experience. Diarrhea is not the best feeling.

      Business Response

      Date: 02/11/2025

      Hi,

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

      Thank you,

      Guest Care

      Customer Answer

      Date: 02/11/2025

       
      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:02/03/2025

      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.
      I have recieved multiple marketing email from Panda Express Corporate that I no longer wish to recieve. Each time, I attempt to use their 'opt-out' form, example below, which each time returns to me a "405 Method Not Allowed" error. Very conveniently they are unable to process my removal request which means I am subject to still more unwanted marketing material.The business seemingly very deliberately hides their corporate contact methods in a manner where one can not effectively collaborate with the company to address the malfunction or get removed from the marketing material. Example opt-out: *********************************************************************************************

      Business Response

      Date: 02/04/2025

      Hi,

      We have unsubscribed the guest from further emails.

      Thank you

      Guest Care

    • Initial Complaint

      Date:01/30/2025

      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.
      I placed an online order and specially did not select the option to receive solicitation emails, yet a few hours after my order, I'm receiving solicitation emails. Very disappointed. Take me off your email list since I never signed up to be on it.

    • Initial Complaint

      Date:01/21/2025

      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 1/20 I received an email to play good fortune and I got an offer for a free small enteee. I went to the location in ****************** and I ask for a plate and separate entree so I could redeem the offer. I also had enough points to redeem another offer so I asked the cashier to ring that up on a completely separate transaction. She began to yell at me and refused to rent things up separately and rung me up for a bigger plate and an additional entree. She continued to berate me ******* of customers and make me get out of line. Then she started yelling and talking to another employee about me in a different language that I didnt understand and then that ****** started berating and yelling at me. Then both of them started yelling and they refuse to let me explain and involved a third ******* They tried ring me up about 10 times and kept over charging me. Finally when the 3rd ****** listen everything worked out. They never apologized but continued to yell and talk about me infront of everyone. I was so embarrassed and the whole ordeal lasted ***** minutes. I called customer service right after and did not get any help. I want to talk to someone from corporate

      Business Response

      Date: 01/22/2025

      Hi,

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

      Thank you,

      Guest Care

    • Initial Complaint

      Date:01/17/2025

      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 placed an order through the app and my order was not delivered. I contacted the store for a resolution and they were unable to provide one. They advised me to submit a request through their app and someone would reach out to me. No one has reached out to me and I have not received a refund.

      Business Response

      Date: 01/29/2025

      Hi,

      Our team has reached out to the guest directly and have resolved the issue.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:01/10/2025

      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.
      To whom this may concern:On Nov. 4, 2024 I noticed a promotion on Panda Express' promotional email for a "free Panda Bowl" when buying a $30 gift card. To take advantage of this offer, I purchased two $30 gift cards online (Order #: CND6MXJMRP and CND6MXJMS4) and received two "free Panda Bowl" vouchers, which is valid from Nov. 4, 2024 to Jan. 31, 2025. On Jan. 3, well within the voucher's validity period, I took one of the vouchers to a Panda Express restaurant located at ************************************************************************** and attempted to use it. The staff scanned the voucher and stated it has expired. This is been further examined by the store manager, *****, who confirmed that the voucher was not redeemed, but expired in Dec. 2024. I clearly explained to Panda Express that this is sent by Panda Express and it is well within the validity period, but was told otherwise. I left the restaurant with no food. I contacted Panda Express using the online "Contact Us" form regarding this issue, and I have received no response from Panda. The website provided a gift card customer support line ***************), which is the customer service for ********, the corporation that handles gift card operations from Panda. I reached out to this number and spoke to "*****", provided the transaction ID, and pulled up the purchase information. I have been advised that Panda sent two "invalid" vouchers and gift cards knowingly knew that these cards are void. Both vouchers are completely invalid and cannot be used.

      Business Response

      Date: 01/21/2025

      Hi,

      We have contacted the guest directly to resolve the matter.

      Thank you,

      Guest Care

      Customer Answer

      Date: 01/21/2025

       
      Complaint: 22784062

      I am rejecting this response because:

      Absolutely no resolution was offered by Panda Express. I have been explaining the same situation over and over again. I want Panda to provide a replacement voucher or cash card to replace the two invalid free bowl vouchers. 

      Sincerely,

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

      Business Response

      Date: 02/04/2025

      Hi,

      Our team have assisted the guest directly. 

      Thank you,

      Guest Care

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

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