I love Pei Wei (and PF Changs) and enjoy being able to grab a quick bite for lunch or dinner. Food, service, atmosphere, etc are all pretty consistently good and worthy of a recommendation.
However, the last time I went I was pretty blown away (enough so to motivate me to share my experience)! My boyfriend and I went in on Sunday afternoon for lunch. We both ordered Wok dishes (me- Mongolian beef and him- caramel chicken), fixed our drinks and found a table. Within minutes my dish came out, quickly served hot and delicious per usual. We had planned to kind of share our meals so we both started picking at the plate. A few more minutes pass and before we even realize that his meal hadn't come yet, an employee comes over and apologizes for the long wait and overs my BF a free appetizer of his choice. He orders crab rangoons. They almost immediately bring 4 rangoons out and then before he/we can even eat all of them here comes his dish. We felt lucky!
But the customer service gets even better!! We're sitting there happily chomping away on the (way too much) food we now have in front of us when another employee walks over with a receipt in her hand. She says that her manager apologizes for our long wait and has refunded both of our meals to the card we paid with. WHAT?! We *didn't even complain* and had already been completely satisfied.
Talk about good restaurant management! Props to Pei Wei for satisfying their customers before they even get a chance to complain!