"My partner and I dined at the Panda Express in South Plainfield, NJ, on Wednesday, April 17, 2024, around 8:45 PM. As is typical during dinner hours, the restaurant was bustling with patrons waiting to place and receive their orders. When we approached the food bar, I noticed that many food items were nearly depleted, and the guests ahead of us—around 10 to 15 people—were all waiting for fresh dishes to be restocked. I hesitated in making my selections, as I didn't want stale items, while also being mindful not to crowd the other customers.
A young lady at the food bar was assisting us and was quite patient. She relayed our order to another server named Apple, who then commented to the young lady, “Why can’t she just look up at the menu and read?” I overheard this and, feeling disrespected, I asked Apple, “Is there something you’d like to say to me?” Apple repeated her remark, which left me shocked and embarrassed in front of a crowd of strangers. I expressed my discontent with her attitude and decided to cancel my order. The young lady apologized for Apple's behavior and offered a discount to make amends, but I politely declined and stated that I would be escalating the issue.
My partner was unaware of the incident since it was brief, but my frustration was palpable, prompting me to want to leave. Before we exited, I explained what had just happened to him, and he returned to speak with Apple, urging her to apologize for her uncalled-for disrespect. When I joined him, Apple apologized to my partner but not to me.
My partner then approached one of the two managers, Jamar, and conveyed how unacceptable Apple’s behavior had been, suggesting that a simple apology could have resolved the issue. However, Jamar dismissed his concerns, insisting that he needed to prioritize other customers' orders first. The second manager, Tyrone, merely observed from the kitchen without addressing the situation at all.
Had I received an apology from Apple that night, I wouldn't be writing this review. I did nothing wrong as a customer, yet I felt like I was unfairly scapegoated for what appeared to be a chaotic dinner rush. It’s understandable that staff can be overwhelmed during busy times, but it's unjust for customers to feel blamed for the situation.
The management's failure to address my concerns left me feeling unheard, wronged, and disrespected by both Apple and the managers, Jamar and Tyrone. This staff truly needs hospitality training. None of them should be in positions where they serve a demanding community if they are unable to cope with the stress the job entails.
I strongly recommend that management consider hiring trained professionals who prioritize customer service. Employing individuals who lack the skills to manage situations effectively is a disservice to the Panda Express in South Plainfield. I felt mistreated and disrespected during my visit. As a resident of Piscataway who frequently patronized this location, I will no longer do so and will share my negative experience with others."
