ComplaintsforP.F. Chang's China Bistro

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Today, I ordered from P. ************ in *****, ****, order # *****************. My order was ******. I ordered online on their website for delivery from an email that I received from P. F *****. I received a phone call from them, and the employee said that one dish I ordered was out of season and he could add the seasoning to the fried rice, but it would not have the crab and pork belly in it. I asked how else could they accommodate me. So I asked for a different dish that was 40 dollars, which would have been a 19-dollar difference in the price. Then, the manager approached the phone with a very arrogant, disrespectful attitude. He was very negative and didn't want to offer any accommodations to the point where I had to ask politely (do you want to lose the entire order over not trying to accommodate me for their error and false information advertisement?) I only ordered from them specifically for the crab pork belly fried rice. I ordered a few more things as well. However, he was so angry and challenging, and I'm the paying customer, that I gave up when ******************, the manager, said he would cancel the order. I couldn't take any more of being insulted. So I agree with the cancellation of my order this is not the people I want cooking the food I have to eat. People do spit in food when they cook people's food. I prepaid for my order with my debit card so I don't know why he didn't want to help the entire situation. I was not refunded my money and the online order is still processing with no cancellation of the order on P. F Changs end.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Multiple orders for our family birthday get together were placed online for pick up at our local ******************* restaurant on Feb, 13, 2024. These orders were picked up and checked at home with one mein dish being without the meat specified. This was reported.Soon after eating this meal, symptoms of MSG reactions were noted, even though this establishment says no MSG is ever used. This is a false statement.After a few hours of eating the dumplings, there was a general GI reaction with stomach ache, bowel rumbles and diarrhea. This was a definite reaction to tainted food in the dumplings which seemed to be improperly cooked. The restaurant and the corporate headquarters were notified with no result or action. No refund was issued, and after multiple inquires the case was transferred to a corporate 3rd party which has never answered multiple phone calls about the case.

• Initial Complaint

  03/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On February 26, 2024 at the Anaheim, ** ***** location I requested the Free Dumplings promotion and showed the server the deal. I then ordered more items for my table and when the final check came I reminded the cashier to add the promotion when giving her the credit card. Upon inspection of the receipt it appears the promotion was never applied and we were charged $14 for the "Handmade Shrimp Dumplings (6)".I would like either a digital gift card or a reward added to my ******************* account for the resolution.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I attempted to sit down at your restaurant, but was told "No, don't sit there. We don't want to overwhelm the bartender." So I left.At a different location, your server poured one kind of beer from a bottle into a glass that already had a different kind of beer inside. I had to argue with your staff to take these drink charges off the bill. I've reached out to the management of both establishments, but never heard back from either restaurant.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On December 18, 2023 approximately 11am **** my wife and I went to pf changes in West ******* ****. We were seated shortly after our food arrived which was chicken lettuce wrap, egg drop soup, shrimp fried rice, and honey chicken. I took a bite out of my lettuce wrap and felt something moving in my mouth. I thought I was delusional. I then looked in the lettuce and noticed a bug that was moving. I looked at another lettuce it was more bugs in each layer. I showed my wife and she recorded a video and took pics. I was sick to my stomach. The waitress came and I told her. She sent the manager out ******. ****** acted as if it was no big deal and these bugs were just missed in washing the lettuce. He said he would take off our check. We were disgusted and decided we didn't trust the food and we were not going to eat there. I went to the car while my wife waited for the waitress to let her know we were leaving. My wife told the waitress she stated she completely understood. When my wife got outside ****** chased her down telling her she didn't lay for food. My wife explained none of the food was eaten and after the bugs we are disgusted he then questioned her as if she was lying about eating the food. The food wasn't eaten only the first and last bite. The honey chicken was sent back and she never even got that. We were offended, and traumatized by this experience.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently dined at your restaurant. I am a long time customer and have dined at ********************** many times. Needless to say, this visit was no where near the experience I have come to expect. The service was incredibly slow which was strange given we were one of three occupied tables. I ordered the Orange Chicken. It was cold when it arrived at our table and had absolutely no flavor at all. My Mom ordered the Miso Salmon and the vegetables were overdone. The staff didn't seem to care and no apologies were ever made. What made it worse was an entire situation we had when we tried to pay using a GC. The general manager was rude, arrogant, and again, no apologies whatsoever. I want to keep coming to ************************* but this was a bad experience. I tried to reach out to the restaurant (called 4 times) but no one answers the phone. I've emailed customer service twice with no reply. I tried calling the phone numbers I found online but one went straight to voicemail and one was a recording about gift cards. Very disappointed to say the least.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered takeout out on 10/21/23 to be picked up at 6:28. When I arrived at that time, the food wasn't ready and the lobby was completely backed up with people waiting for orders. I waited a few minutes and asked how long it would be since I needed to get home by a certain time and was told 5 minutes. I continued to wait while watching food delivery drivers leave with orders quickly. Finally, at 6:55, I asked to have the order canceled and a manager assisted me and told me the order was voided and I asked for the proof and was handed a voided receipt. Then she said that since the food was just about ready we might as well take it since it was going to go into the trash anyway. We took the food and left. The food was inedible- we took one bite of each entree and threw them away. I want my $46.75 back for the voided order that I was in fact charged for - the transaction was not voided. Attaching a copy of the original order and voided receipt.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I tried paying for lunch with a gift card on Monday, 12/4/23, at the ******************* location at ********** in ***********, **. The server returned the gift card saying it was invalid and I would have to resolve this myself. I tried doing that today - the website tool and toll free number both were unable to process the balance request. The toll-free number transferred me to a customer service representative who was able to confirm a current balance of $25 which would never expire. Explaining my recent lunch experience to *******, she said the restaurant would have to call for validation the next time we eat at *******************. This option was not offered to me at the restaurant, even at a late (slower) time of lunch. I have read other complaints with similar issues and would like to somehow receive assurance the gift card will not be rejected on the next visit, such as a paper coupon or gift certificate.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/26/2023 -SERVER ********- TIME 4:30 PM, **************. CHECK #***** THE MUSIC WAS SO LOUD IT WAS IMPOSSIBLE TO HEAR ANYONE AT THE ***** SPEAK. ASKED TO HAVE IT TURNED DOWN DOWN .(NO CHANGE) EVEN THOUGH THE RESTAURANT WAS UNCONFORTING EMPTY IIT TOOK FOREVER FOR THE SERVER TO RECOGNIZE WE WERE EVEN THERE. THE **** CAME TO THE ***** COLD. WHAT A SURPRISE WHEN I SAW ON THE **** THAT 2 SMALL POTS OF TEA COST $9 AND A SEPARATE SMALL CUP OF TRADITIONAL CUP COST $4. MOST RESTAURANTS SERVE WHITE OR BROWN RICE WITH THE ***** THE ONLY RICE WE RECEIVED WAS THE ***** RICE VEGE***** ($14.50 ) THE PORTIONS WERE VERY SCIMPY. FOR EXAMPLE BEEF WITH ******** SERVING THE COMMENT WAS IT WAS HARD TO FIND BEEF. I TOLD THE WAITER WHEN WE ARRIVED WE WERE THERE TO CELEBRATE 2 BIRTHDAYS THAT OCCURRED THAT VERY WEEK. AFTER WE HAD FINISHED EATING WE SAT THERE WITH THE DIRTY DISHES FOR ANOTHER HALF-HOUR BEFORE THE WAITER BROUGHT THE DESERT GIVEN AS A GIFT BY MANAGEMENT. PLEASE NOTE WE HAVE NEVER BEEN DISAPPOINTED WHEN WE HAVE EATEN AT YOUR RESTAURANT AT THE ********** QUARTER.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered takeout on October 20, 2023. The entree was the honey chicken bowl. The chicken was wet and the quality was not up to par. It tasted like the chicken had not been cooked long enough. The same is true for the broccoli. I was forced to throw the food out due to the taste. I am asking for a refund i/a/o $9.50 plus tax.

  Business response

  10/31/2023

  ******,
  
  Thank you for contacting us. I am sorry to hear that your meal's quality was not up to the high standards that we expect of ourselves. At P.F. Chang's, we strive to make every experience a valuable one for our guests, and our Culinary Team goes through extensive efforts to ensure quality, freshness, and consistency. If there is ever a time you are unhappy with your meal, please do not hesitate to contact a Manager. We are thankful for any opportunity to correct any situation where we have gone wrong.
  
  Please trust that we will address your feedback with our team. I assure you that your experience was an exception and not the rule at P.F. Chang's, and I hope you will give us another chance. It would be my pleasure to send you a "Be Our Guest" card to use towards a more positive experience. We appreciate your business and expect to earn it. The card will arrive within 24 hours via email, which you can print, show on any mobile device, or redeem online. I am hopeful that you will allow us to regain your confidence.
  
  
  Sincerely,
  
  
  *******

  Customer response

  10/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  However, I have spoken with the manager and a credit was issued.

  I appreciate the resolution provided, but would like to refuse it. 
  

   Regards,

  
  *************************
  
   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩