ComplaintsforPei Wei Asian Diner, LLC

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online order on October 26 2023 to my usual Pei Wei location and for some reason it went to ********* ** and cost me $44.73. I learned this when I went to pickup my food order. The manager at the Mission Bell location said I had to contact the manager in ********* and refused to help me any further. I went to my car and called the ********* Pei Wei and spoke to the manager. He promised to get me a credit for the purchase. I then did another online order for pickup at the Mission Bell location- which worked just fine. I have been waiting for over a week and have called many times to the Pei Wei in ********* but have not received the promised refund. Here is the transaction proving the online purchase: Transaction Detail POS Debit - **** -PEI WEI - **** KNO PEIWEI.COM IN -$44.73 This is not acceptable to treat a client like this. I need your assurance immediately ******************* ****************************************************** ************

  Business response

  11/13/2023

  Hi *****,

  Thanks for bringing this to our attention. I apologize for any difficulty or delay in receiving your refund. We received this inquiry from the BBB on 11/13. Our records indicate that your refund was processed on 11/6. I hope this helps. Please let us know if you have any additional concerns.

  Warm Regards,

  ****
  Pei Wei Guest Relations

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am apart of Pei Weis loyalty program where points are accrued for purchases made. They did not offer me any notification that my points were expiring and refuse to reinstate my points. I looked at BBB complaints and they have made exceptions at least once for patrons in the past. I don't understand why I am spammed with emails yet they cannot offer a courtesy points expiration email or at least offer an one time reinstatement for me like they did with the other customers.

  Business response

  05/08/2023

  An,
  
  Thank you for calling this situation to our attention and I apologiize for any confusion. Your points expired on Mar 10 due to  six months account inactivity, per the terms of the program. You requested that we reinstate the expired points late PM on Sun Apr 30. As a one time courtesy, on the afternoon of Tue May 2, we reinstated your expired points. If you log in and review your account, you will see them there. I hope this helps. Thanks for beiung a Rewards member!
  
  Warm Regards,
  ****
  Guest Relations

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on February 28, 2023, I ordered lunch from Pei Wei in **********, ** through the Doordash app. I placed the order at 11:32am and it was delivered by noon. The bag was sealed and it did not appear to have been tampered with. I was in a meeting and was not able to begin consumption of lunch ordered until around 12:30pm. I ordered Orange chicken with fried rice, bowl of wonton soup, bourbon chicken with noodles and house special chicken with fried rice. As i took my 3rd bite of Orange chicken and began to chew I felt something hard in my mouth in the chicken being chewed. I assumed it was overcooked chicken or bone or ****** so I kept chewing. I continued to feel this hard thing in my mouth so I reached to remove it and it was a piece of metal which is reflected in the pictures attached. I immediately lost my appetite and stopped eating. I filed a complaint with ******** and then I calle dthe resturant and an employee answered.I asked for a manager and they advised there was no manager on duty. They told me to stop in tomorrow after 11am. Well I work and me leaving work to resolve an issue that never should have occurred is not my problem. I then went on Pei Wei website and filed a complaint. At that point the store manager ****** called and finally apologized because the person who initially answered did not even apologize for what happened. ****** told me that he would refund my order through Doordash, which is now 3 weeks later and has not occurred. He also stated he will make things right and to me this has been just pushed to the side and not achknowledged. This was an extrememly disgusting and unsanitary event and I will never ever eat at this establishment again. I am also going to contact the news media for assistance as this has gone unresolved and un cared for for almost a month now. I'm the only one at a loss that has gotten sick and had to take unnecessary time away from work and family to try and address this issue. I'm not happy at as a consumer.

  Business response

  04/28/2023

  *****,
  
  Thank you again for contacting us regarding your experience and I feel terrible about the situation you have described.
  
  Please trust that Pei Wei takes great pride in our food quality and kitchen sanitation, and accept my apology.  In speaking with the Director of Operations and the Regional Director, I know that they have each attempted to reach you multiple times, leaving messages. The one time they were able to reach you, unfortunately it was at an inconvenient time for you, and they have been unable to reach you since, despite multiple attempts. They did request that you be sent "Be Our Guest" e-cards, which I see that you viewed on Mar 1 and accessed again on Apr 6. Since the order was placed through Doordash, and they have the funds for the order, we are unable to directly refund the order. However, the Director and Regional Director are happy to work with you on an alternative resolution, if you could please return their call. I also placed a call today, and left you another voicemail with a call back number for Guest Relations.
  
  Please be assured that we will take your comments back to our staff and use them as a coaching opportunity to improve where we have fallen short. I look forward to hearing from you if you would like to discuss this further.
  
  
  Sincerely,
  
  
  ****
  Guest Relations
  Pei Wei Asian Kitchen

• Initial Complaint

  11/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a frequent enough buyer at this restaurant chain to earn reward from the Pei Wei platform they use to rewards the guests with free entries. One was rewarded as such, however expired again on me in October as I didn't have an opportunity to make it in sooner. When I do dine there I spend more then just an entry. I reached out to the customer service department to ask about reinstating my free entry, however I was told no due to them reinstating previous rewards for me. I think its a bad move on Pei Wei's part to be so petty on these rewards in allowing them to expire & not allowing the loyal customer use when they can.

  Business response

  02/20/2023

  Business Response /* (1000, 5, 2022/11/28) */ Jesus, Thank you for contacting us about this. We are certainly grateful for your business and thankful that you are a Rewards member with us. In again reviewing your account, I am glad to see that you have been able to redeem 16 Rewards, including at least 11 Free Entree Rewards. We never wish to disappoint our guests, and so we will ordinarily, as a one-time courtesy, reinstate a Reward that has expired. At your request, we have actually reinstated expired Rewards five times on your account. Rewards which are earned for points expire, if unused, after 45 days. Rewards which are gifted for promotional purposes typically expire after 14 days. I have provided your feedback to the team. I do have some news to share that may be of interest. We taken that feedback into account, along with that of other guests, and I believe you may see some future beneficial changes to the expiration policy. Warm Regards, Mike Guest Relations Pei Wei Asian Kitchen

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I can't withdraw from pei and I have $80 on there and now when I get on the app it close out it won't let me do anything.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/22) */ ********, Thank you contacting us about your experience with some aspect of our app, and I apologize for any frustration you have had. I have searched our systems for an account under the name, email or phone number supplied with your BBB inquiry and could find none. I also was unable to locate prior contact with us through our app or website Contact webform. I attempted to call the supplied phone number, but the outgoing message said the voicemail wasn't set up yet. I have sent an email to the supplied email address. If you could please reply to that email providing additional information about what, specifically, is dissatisfying you, and how we may assist, we'll be more than happy to help. Warm Regards, Mike Guest Relations

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed a delivery order through the Pei Wei app at 6:53pm MST on 2/28/2022 from the Colorado Springs store totaling $22.77. I provided specific delivery details, including my apartment number, reiterated the specific building number, and name of the complex. I checked the "online order tracking" and noticed it said "delivered", but there was no food delivered. I even checked nearby apartments and couldn't find it anywhere. I called the store and when the employee answered the phone, I explained the situation. She offered to check the status for me and put me on hold. I then sat on hold for over a half hour, she never got back to me, and the store then closed. I tried calling back multiple times and there was no answer. Basically, I've tried all I can think of to resolve this issue and am really hoping someone can help me out. I don't want to pay for a full meal and delivery fees for nothing. Thank you

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/04) */ ******, Thank you for reaching out to us. It is never our intention to disappoint our Guests, and we truly apologize for any disappointment that occurred with your recent delivery order. At Pei Wei Asian Kitchen, we strive to make every experience a valuable one for our Guests and our staff goes through extensive efforts to ensure quality, freshness and consistency. We also work with our delivery partners to achieve convenient, timely delivery. I am disappointed to hear that you never received your delivery order. I was happy to learn that you were able to speak with the Market Manager, and that a full refund has been processed We look forward to seeing you again soon, so we can provide you with the type of service we expect of ourselves, and that you have every right to expect. Warm Regards, Mike Guest Relations Pei Wei Asian Kitchen

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 Bourbon Chicken dinners from Pei Wei Diner on (FRIDAY, 2/18/2022) at 1831 S. Federal Hwy. #300, Delray Beach, FL 33483. My order was stolen by the delivery driver. I call Pei Wei Asian Diner and the manager said that it wasn't their problem and joked about. Sad he'd look into it which was a lie.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/22) */ Hi *******, Thank you for taking my call this afternoon. I want apologize once again for your order not being delivered Friday, and the phone interaction you had with our location while trying to resolve your missing order situation. It is never our intent to disappoint our guests, and we certainly expect our guests to be treated in a friendly and professional manner. We also strive, with our delivery partners, to make sure that guest orders result in our great food being delivered promptly. I was happy to be able to report to you that your refund had been processed. I apologize again for any delay in refund processing time. I have also made the Regional Director aware of your concerns, so it can be addressed with the team. Mike Guest Relations

*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. ↩