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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: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

    • Initial Complaint

      Date:01/10/2025

      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.
      On 12/31 at 4:20PM I placed an order in the app for $39. When I arrived at the store at 5:00PM after receiving a text confirming my order was ready for pickup, I found the lobby doors locked and the drive through line halfway down the street. I called the local number provided on my order confirmation to ask them to bring out my order or cancel it as the drive through line was unmoving except to get longer. I called twice but no one answered. I could not get my order. They took my money.

      Business Response

      Date: 01/21/2025

      Hi,

      We reached out to the guest and provided a partial refund and offered compensation options.  We will work with the guest directly to resolve the matter.

      Thank you,
      Guest Care

      Customer Answer

      Date: 01/22/2025

       
      Complaint: 22793631

      I am rejecting this response because: I have not gotten my entire refund nor have I been compensated for all the time it took to not be able to use pickup my order or the weeks it took to get a response. Would they have even responded if I didnt contact the BBB. Its been three weeks since my kids were disappointed after finding out we couldnt pick up their dinner order after paying for it because they couldnt bother to unlock the door at 5PM on a Tuesday. Why is this taking so long? Why do they get to keep half of my money after ignoring the issue for two weeks?

      Sincerely,

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

    • Initial Complaint

      Date:01/08/2025

      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.
      Hi! I reaching out regarding my 2 orders drive through orders at Panda Express. My order on 12.1.24 was bowl and the **** mein was severely over cooked to the point I could not even eat it. The order that occurred on 12.19.24 I was given the incorrect meat for my food through a drive through order. I assumed it was correct and I was already home before I noticed it was not even orange chicken. It was sesame chicken. This is unacceptable! I contacted the Panda Express location before I even escalated to Panda Express customer service. I have been reaching out multiple times to the location to offer my refund, but they have not been helpful at all. I eventually reached out to Panda Express customer service to provide me with a refund, but then they stated they could offer me 1 coupon for a bowl. This is horrible customer service and unacceptable! Kindly please provide my refund for both transactions because I did my part of reaching out to the store first. Ive attached my receipts.

      Business Response

      Date: 01/10/2025

      Hi,

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

      Thank you

      Customer Answer

      Date: 01/10/2025

       
      Complaint: 22785947

      I am rejecting this response because: This is NOT true. No one has not reached out to me directly from Panda Express regarding my 2 refunds to my original payment method. Kindly please issue my refunds. Ive already multiple times tried to resolve this with the store.

      Sincerely,

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

      Business Response

      Date: 01/29/2025

      Hi,

      Our team reached out to the guest directly to resolve the matter.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:01/03/2025

      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.
      I am writing to file a complaint against Panda Express Corporate Headquarters regarding an issue with gift card coupons that I purchased in good faith.On November 10, 2024, I made three purchases of Panda Gift Cards, which included coupons for free Panda Bowls. These coupons were clearly stated to be valid until January 31, 2025.However, when I attempted to use the coupons for an online order on January 3, 2025 (attached as Evidence 1), they were rejected as expired. Upon checking the status of the coupons, I found that they incorrectly show an expiration date of December 31, 2024 (attached as Evidence 2).I contacted Panda Express Support ************** on January 3, 2025, and was told that my case had been escalated and that I would receive a response within two hours. Unfortunately, I have not received any further communication, despite my good faith efforts to resolve this matter directly with Panda Express.Given this lack of response, I am now seeking assistance from the Better Business Bureau to help resolve this issue.Thank you for your attention to this matter. I look forward to hearing back with any next steps.

      Business Response

      Date: 01/06/2025

      Hi,

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

      Thank you

      Customer Answer

      Date: 01/10/2025

       
      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:01/02/2025

      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.
      My order was not delivered to me and Panda does not respond, only automated emails. I already filed a complaint with ****** and they have not responded to them either. They changed the delivery time several times and also changed Dasher several times and then it said it was close. Then it said it was delivered but they never gave me anything in my hands as specified in the instructions. I do not know who the food was given to, but I do not want my money released. Please, I had to eat an egg because of them. Now my stomach hurts.

      Business Response

      Date: 01/24/2025

      Hi,

      We addressed the matter with the guest directly.  No further actions.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:01/02/2025

      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 had an interview at panda express in ******, ******** on telegraph and I was hired and they told me to put my two weeks in at my current job and then I received an email stating I did not receive the job so I basically lost my job and Im not hired and they lied to me and said I was hired. This is unprofessional.

      Business Response

      Date: 01/23/2025

      Hi,

      We have resolved the matter with the guest directly.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:12/30/2024

      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.
      On December 7th of this year, I submitted a pickup order through the Panda Express App at 9:00pm. At 9:30, I arrived at the restaurant and told staff I was there for my order. I was told that they needed to make one more thing and it would be ready. I waited for 30 minutes only to be told that they had sold everything on my order to other customers, and offered a refund. I accepted and was told it would be posted within 3 to 5 business days. It has been 3 weeks; I have not received a refund, and I have tried to contact their support team 3 separate times with zero response.

      Business Response

      Date: 01/21/2025

      Hi,

      We have reached out to the guest directly to resolve the matter.

      Thank you,

      Guest Care

    • Initial Complaint

      Date:12/27/2024

      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 didnt receive my order i placed at the panda express located at *********************************************, this is my order number ***************** i called the restaurant but no one is answering the phone

      Business Response

      Date: 01/02/2025

      Hi,

      We will reach out to the guest directly to address their order issue.

      Thank you

      Customer Answer

      Date: 01/06/2025

       
      Complaint: 22737593

      I am rejecting this response because: i havent received a refund confirmation number

      Sincerely,

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

      Business Response

      Date: 01/16/2025

      The refund was processed on 1/10/25 and may take up to 10 business days for it to show on the bank statement.  Let us know by 1/22/25 if you haven't received the refund.

      Thank you

    • Initial Complaint

      Date:12/26/2024

      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.
      Food cold like ice and hard. Can't eat to hard and cold food. This is how people get food poison. ??

      Business Response

      Date: 01/21/2025

      Hi,

      We have reached out to the guest directly and resolved the matter.

      Thank you

      Guest Care

    • Initial Complaint

      Date:12/23/2024

      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 order ***************** that I placed online and when I picked up the order and got home I found out that the sides and entrees were wrong. It had broccoli beef, tofu, and teriyaki chicken instead and it was missing the apple rolls. I called to get a refund and they said that since the order was placed online through the website I needed to go online to get my money back. Was just looking to get a refund for the $38.61 I paid.

      Business Response

      Date: 12/26/2024

      Hi,

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

      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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