3.0
Average
272 Reviews
3170 28th Street Southeast, Kentwood
- Take-Out
- Delivery
- Drive-Through
Customers’ favorites
- Orange Chicken and Sweet Fire Chicken to Go
- Grilled Teriyaki Chicken Cub Meal
- The Original Orange Chicken
- Sweet Fire Chicken Bowl
“Hello friends, I’m Monica Sparks, a Level 8 Google Local Guide with over 30 million views! Here’s my honest experience at this Panda Express. I’ve always appreciated Panda Express for a quick meal, but this visit took about 25 minutes. The biggest opportunity for improvement was communication. A simple “Welcome! We’ll be right with you” would have made waiting feel much better. Once Selema helped me, she was kind, patient, and focused on getting my order right. I needed a little extra time to decide because everything looked so fresh, colorful, and appetizing! The cooks were working hard to keep the food coming. Pham, the manager, appeared to interact positively with her team, and another employee was moving throughout the restaurant to help wherever needed. Charie also made my wait more pleasant by taking time to speak with me and ask my name. Those personal touches matter! Despite the steady customer traffic, the lobby and bathrooms were impressively clean. You guys know I usually do a review on the bathrooms because the bathroom space is important! I picked up meals for my elderly parents and appreciated the value. While waiting, I also learned about Panda Express catering and its community giving. My visit ended with my bag being placed on the counter before the employee turned and walked away without a thank-you or goodbye. A little coaching on greeting customers, acknowledging delays, and closing each interaction warmly would make a noticeable difference. The place was clean, but the atmosphere was not so cheery because of the poor customer service because it was very spotty. Good food, great value, clean surroundings, and several caring employees. A more consistent customer service experience would bring it all together. Yes, I would return!”