Let me start by saying I am one of those people that will call, email, or tell my friends when I believe I’ve received “crappy” service. However I’m also the same person that will call, email, or tell my friends when I receive stellar service. At the same time you find me emailing a store because their employee was rude. You will also find me calling because a fast food restaurant is always quick and easy to deal with. I believe if you are willing to call people out and complain you need to do also log your compliments, it is only fair.
So to my story of my latest “Panda Express” experience. Panda Express is the only Chinese place my husband will eat at. Truthfully I’m fine with that I think that have great prices and I love that I can get different combination’s each time instead of buying pints or quarts of items, and having to agree together on what to eat.
Our last visit we did experience a problem and though annoying I realize that everyone makes mistakes. When ordering our food often times they ask what you want on all entrees in your order inside of completing one at a time. The last entree was my daughters. I was asked what she wanted while mine was being filled with Orange Chicken. I told them she wanted “Chicken Mushroom” then said I mean “Mushroom Chicken” she loves the mushrooms and zucchini. I say this to only point out that it was not a matter of not being heard. I moved on to pay while they finished up the order and did not watch them fix Honey’s meal. When we got home it turned out they gave her Orange Chicken. It definitely is annoying when you order something and do not get what you ordered but I figured the guy asked but didn’t pay attention and filled her meal with the same as mine. Oh well not much you can do at this point. Chalk it up to a mistake and move on.
So this weekend my husband, still craving Chinese food, asked that I get it once again. This time I had remembered to save my receipt and took the survey on the back to receive a free entree. Gotta find deals where I can get them. Now when I received the receipt that was like 2 feet long (ok so not really but you get my drift) I tore off the top portion leaving me with all the info to take the survey. So I took the survey and wrote down my code and into Panda Express I went to place my order.
Now first off one thing that drives me crazy is they ask me what I want while they are filling the customer’s order in front of me(this point has a greater purpose below). I was already sensitive to wanting to make sure my order is placed correctly, plus I wanted to mention to her my coupon so she got the order right and I would be charged properly. She asked me, “Where is the rest of the receipt?” I told her that I tore it off and kept the survey portion only. She informed me that I needed to have the rest of the receipt in order to use the coupon. With last week’s experience I have to say I was quite upset. I felt that since I took the time to take the survey for them I felt I should get the discount. Not to mention no where on your receipt does it state you need the entire receipt. However she was not budging.
So I finished up my order and watched as the customer in front of me, a father and three girls, mentioned that they had asked for kids meals. The poor young guy preparing the food had no idea what to do, so the girl that took the order came over (the same one that refused my coupon) and said you didn’t order kids. Now these girls were like 13 years old and just kind of stood there. She employee said, “Did you say kids?”. The girls replied yes they did. (Here is the point of why I hate it when they take the next order before they finish with yours) The employee seemed to roll her eyes and didn’t know what to do. The dad that was already sitting down got up and said if they charged me for these then I guess we will take them. Then he looked at the meals and said to his girls, “There is no way you are going to eat all of this.” Then looked at the employee. The employee just watched him and didn’t offer any assistance or suggestions in refunding or fixing his order. She waiting for him to just take the food.
Now if that is not enough I finally got to the register and he wrung me up and I paid. Then the girl came over and handed him my kids meal, which he realized he had not charged me for. So I had to pay twice in order to pay for the entire meal. Not that this has anything to do with their service but on the way out the door my daughter dropped her drink. Overall it was a TERRIBLE experience to say the least.
Just so it is clear. I in no way feel that I should be offered anything more what I was entitled to my free entree. I do understand that everyone makes mistakes, I’ve made my share. However my problem with this whole situation is the uncaring attitude of the employee. Whether it was her mistake or the customers there was no attempt to even try to rectify the situation on both of our accounts.
I will tell you that I did indeed call their customer service number regarding the issue with the coupon and was told that it is not necessary to have the full receipt that the only thing required is that the validation code is written on it. I will also be taking the survey again on this particular visit, and just to conform I will keep my entire receipt.