Panda Express

I work at a law firm in a building nearby Panda ExpressLast month around 2:pm, I decided to go through drive-through to pick up some food while I had a breakI ordered chow mein, beijing beef and sweet fire chicken breastThey informed me that there would be a minute wait on the foodAs I drove up, I noticed there were very few cars in the parking lot, so I do not understand how they could be out of food when it was not even busyI asked for a refund and decided not to eat at the establishment This month, on the 9th of June, I tried againThis time I went around 12:30-12:and again, I decided to do drive-through serviceI ordered chow mein, beijing beef, and sweet fire chicken breastThe drive-through employee informed me that there would be a 5-minute wait for the beijing beef and kindly asked me to pull around and she would bring it out to meI took a business call while I was waitingAfter my call, I noticed that it had been easily over minutes and I had not yet received my foodI walked inside and asked to speak with someoneI then noticed that the girl who promised to bring out my food had just walked out and was looking for me in the parking lotI kindly asked for my refund yet again Maybe it is my luck, but that is two separate occurrences, at two different times of the day where I have encountered the same problemI will never eat at Panda Express again and would highly recommend individuals to find another place to eatIn a competitive market, especially on a busy road like Hurstbourne Lane, there are numerous other restaurants that I am gladly willing to give my and my employees' business toI have also given a recommendation to my employees not to eat at this establishment

I am rejecting this response because:
I appreciate the point that Mr*** made with regards to their policy for handling stolen, used, or lost cards, and I agree that when I talked to customer relations on the phone, they expressed this to meHowever, I am am not accepting this response for two reasons, the second being the primary reasonHe claims that they have reached out to me to address my complaint and that is falseDespite the multiple complaints left with different agencies (credit card company, their online complain logging service, Revdex.com, and the phone calls I've made to them), they have NEVER once reached out to me via email, phone, mail, or otherwiseI have been able to get a hold of customer service, so I will say I haven't been stonewalled, but they are taking no initiative to contact me to discuss this until I get other institutions involvedIf Mr*** can prove this wrong (and simply prove mail/email was sent but never recieved), I would be happy to concede this pointThe main reason I do not accept the response is as follows: I understand Panda Express' policy that they will not replace lost or stolen gift cardsIf I were at fault for the theft of the cards, I would agree wholeheartedly that Panda does not have any liabilityHowever, I (TO THIS DAY) still have the gift cardsFrom the day I bought them to the day I tried to use them, they sat in my glove box in my car and never leftAdditionally, when I spoke with a representative at Panda (who was a manager), he expressed that they had multiple other customers call about the same issue (at least around 10), all from my same general areaThey had the same thing happen to themTo me, these data points say, without any doubt, that the cards were duplicated and the information from the cards stolen before they were shipped and made available to customersWhether the blame lies with Panda Express or the company they get their gift cards from or the shipping company that distributes them, I paid 200$ for gift cards and received nothing in returnEssentially, I paid 200$ and the product I paid for was not provided to meAgain, the cards never left my possession and I have held on to the cards still to today, so I can prove they were not stolen from meI believe it is up to Panda to resolve the issue between me and them (since the transaction I made was between us), and then up to them to find out where in their supply chain the cards were stolen and recuperate the costs or prosecute the responsible party independent of me.If Panda Express continues to refuse to work towards a solution with me, I understand, but I, at the VERY least, believe my complaint to be valid and wish to have this complaint potentially serve as a warning to others (or at least a confirmation to others that they are not alone in having this issue).I have also tried to contact Mr*** twice today via the number and extension he provided and have not heard backAfter sending this message I will try one more time and leave a message if I still do not get an answer.Additionally, I'd be happy to provide proof that I still have the gift cards in my possession.Thank you very muchPlease let me know if there are any other concerns or issues I can address and I will happily get back to you.***

To Whom It May Concern, This is in response to the Complaint Activity Report (Case #12664666) submitted by *** ** to the Revdex.com Serving Central California & Inland Empire Counties concerning the issue with our gift cardPanda Express takes this matter seriously and takes
reasonable steps to monitor the security of our gift card program. We have reached out to the consumer to address their complaint and our gift card policy was also disclosed, per www.pandaexpress.com/legal#privacypolicy, Panda Express is not responsible for usage of the card being stolen, used, or lostWe continue to monitor our gift cards and their use and take steps to maintain the security of the gift cardsShould you have any questions please feel free to contact me at ###-###-####Sincerely, *** *** Guest Relations Department Panda Restaurant Group, IncReference #

I am rejecting this response because:
It is very disappointing to see Panda Express/Mr. [redacted]'s response as their response did not address my issues and concerns.  The policy attached to Mr. [redacted]'s response did not apply to my situation where my gift card was never stolen, it has been sitting in my purse along with the receipt/gift receipt since it was purchased on 8/20/2017.  My issues and concerns were the gift card NUMBER was stolen, and Panda Express' system has flaw that allows the stolen gift card number to be used without pin number entered when making any purchase/transaction at store.  Panda Express gift card is the only restaurant gift card I own that pin number is not required for transaction at cashier when card if not physically presented to cashier.  All other restaurants, such as Panera Bread and BJ's, their gift cards come with PIN numbers that are required to be presented/entered into their system when making any transactions without card physically presented to the cashier.  Panda Express apparently already knew this flaw in their system as stated by their customer services when I called to inquiry my gift card balance on 2/3/2018.  The customer services representative checked my gift card transactions and told me the card was used twice in the store I have never been to, and both transactions were done by manually entering gift card numbers into their system and PIN number was not required for both transactions.   Unfortunately, Panda Express and Mr. [redacted] decided not to respond to my issue/concern above.  In addition, when I called customer services on 2/3/2018, I also left a voice to Mr. [redacted] along with my phone number, but I never received any response from him.   It is very disappointing to see a big restaurant chain like Panda Express having system flaw as addressed above and handling customer's concern this way.

To Whom It May Concern, This is in response to the Complaint Activity Report (Case #12695607) submitted by [redacted] to the Revdex.com Serving Central California & Inland Empire Counties concerning the issue with our gift card. Panda Express takes this matter seriously and...

takes reasonable steps to monitor the security of our gift card program.  We have reached out to the consumer to address their complaint and our gift card policy was also disclosed, per www.pandaexpress.com/legal#privacypolicy, Panda Express is not responsible for usage of the card being stolen, used, or lost. We continue to monitor our gift cards and their use and take steps to maintain the security of the gift cards. Should you have any questions please feel free to contact me at ###-###-####. Sincerely, [redacted] Guest Relations Department Panda Restaurant Group, Inc.

I work at a law firm in a building nearby Panda Express. Last month around 2:30 pm, I decided to go through drive-through to pick up some food while I had a break. I ordered chow mein, beijing beef and sweet fire chicken breast. They informed me that there would be a 10 minute wait on the food. As I drove up, I noticed there were very few cars in the parking lot, so I do not understand how they could be out of food when it was not even busy. I asked for a refund and decided not to eat at the establishment.

This month, on the 9th of June, I tried again. This time I went around 12:30-12:45 and again, I decided to do drive-through service. I ordered chow mein, beijing beef, and sweet fire chicken breast. The drive-through employee informed me that there would be a 5-6 minute wait for the beijing beef and kindly asked me to pull around and she would bring it out to me. I took a business call while I was waiting. After my call, I noticed that it had been easily over 10 minutes and I had not yet received my food. I walked inside and asked to speak with someone. I then noticed that the girl who promised to bring out my food had just walked out and was looking for me in the parking lot. I kindly asked for my refund yet again.

Maybe it is my luck, but that is two separate occurrences, at two different times of the day where I have encountered the same problem. I will never eat at Panda Express again and would highly recommend individuals to find another place to eat. In a competitive market, especially on a busy road like Hurstbourne Lane, there are numerous other restaurants that I am gladly willing to give my and my employees' business to. I have also given a recommendation to my employees not to eat at this establishment.