Wish I had read reviews before coming to this location.
We were in town for a weekend-long convention and arrived to pick up three separate online orders. We waited for 10mins by the order pickup sign, but we were ignored in favor of the line. When I realized we weren't going to be helped, we joined the line and waited another 10-15mins for our turn with an employee. When we were finally acknowledged, they only had one of the three orders done, and claimed the other two orders "weren't in their system" (using quotes not to be sassy, but to encapsule what was said to us). We were then left in favor of helping other customers, as the restaurant was getting busy.
It seemed like the employees were simply biding their time and hoping our orders would spontaneously appear in their system rather than completing the orders manually. All the while, we stood idle as customer after customer would be directed around us and helped instead. At this point, no one had asked us for a confirmation number. During this period of waiting, I overheard an employee in all black (who had keys, so I presume he was a supervisor of some sort) say aloud in a stressed and irritated tone, "I'm about to walk out of here".
After another 10mins of the employees working carefully around us and avoiding eye contact, I moved us toward the registers in hopes we'd be talked to again. All the employees seemed very stressed and overwhelmed. I had a feeling they were afraid that we'd be belligerent or rude, so they just ignored us and waited for the problem to resolve itself. Finally, an employee apologized, explaining that they were experiencing a rush and that they were sorry to say that they still didn't have those two online orders we had placed nearly forty minutes prior. I asked if they'd be willing to make the orders they were missing manually: I offered to tell the employee what the orders were and suggested we show our order confirmations. The employee explained that she couldn't do this - a manager would need to approve it to happen, and it wasn't within her power to...just make the orders we had the proof of purchasing? Very odd. As she was explaining this to us, however, another employee (the one who was "about to walk out" earlier) appeared behind her and told her softly to "just make the orders", which she complied with - but then she informed us that it'd be another wait for one of the entree items we ordered as it had become empty and needed to be replenished.
Even when we finally had our online orders after a total of 43mins of waiting, we still had to ask for additional items like cups for the fountain drinks, and then had to navigate a utensils counter that was out of forks. One of our orders didn't have fortune cookies, but by that point, we weren't surprised and the last thing we wanted to do was reenter and try to get the attention of an employee again. We were late getting back to the convention we were due to appear at, and this small inconvenience wasn't worth the massive inconvenience of dealing with this unpleasant location.
Then we ate our food - and though we were all starving from a long day, it was easily the poorest food I've ever had from a Panda Express. The rice and noodles were wildly dry. It was as if it had been sitting out all evening, which is curious.
I want to reiterate that I really love Panda Express. We've eaten there many times at locations all over the country and we have NEVER experienced any issues before. We also are truly not the type to complain; we've all had demanding jobs, and we understand that places get busy, and that technology can be unpredictable. But we didn't understand was why other customers were prioritized when we were supposed to have picked up our online orders over a half hour ago. Just because someone ordered online doesn't make them less of a customer somehow. We didn't know why the plan of attack for these employees was just to wait things out and hope a solution presented itself rather than help us out as soon as we arrived like they were doing with every other customer.
Overall it was very emotionally draining. And though we had been talking in preparation for our convention about getting Panda Express the whole length of our weekend stay in Altoona (due to the affordable prices and quality food), we never went back again as our schedules are too tight for us to risk having a similar experience. Not only that, but this location was partnered with the convention we were attending and offering 10% for those who showed their attendee badge...so whenever Panda Express came up in conversation, we relayed our story and warned others not to go here.
What hurts is that I know Panda can do better, I've seen it. And this is a newer location, which is especially sad. I have a hard time believing a place as mismanaged and poorly organized as this even IS a Panda Express, as this is so far removed from the other Pandas I've been to. read more