Pancheros Mexican Grill - Cedar Rapids Edgewood SW

"Unfortunately, the experience was very unpleasant. It started the other day when my daughter got a bowl from pancheros and let me try a bite. It was so tasty, so for Sunday lunch, I thought I'd get everyone a bowl or burrito if they prefer. Had them send their order via text and went in. There were a few people in line, but the wait wasn't horrible, maybe 10 minutes wait or so. This was my first official ponch order. Other than the bite i had from my daughter the first time eating pancheros, so I was initially excited. I told the worker there would be 3 bowls exactly the same but 4 total and then a burrito. I read the texted orders. She had a question, so I repeated the order and offered to reread it as many times as needed, which seemed to upset her. She started getting very heavy handed. and reasked her question, so I reread the text with the order. She stated that she wanted me to scan the text and answer in the order she asked. This was the order: Extra rice, chicken, black beans, queso, corn, mild salsa, sour cream, cheese I didn't see why repeating this 4 times wasn't clarity enough, but It upset her so much that she really started slinging food. I should have stopped and just left because at this point, the visit was very uncomfortable, but I assumed the food would at least be good. Of course, I later find out we are all missing items in our bowl or burrito and the food wasn't. I didn't realize items were missing until I took food back to the family. One bite and immediate complaints. I hadn't told my daughter the struggle it was to even go there when she stated I eat there all the time. She was confident they'd get us fixed up if she called "either fix these or compensate." Mine didn't taste the same as the first bite from the other day but I assumed it varied from day to day. I ate mine and figured at least I wouldn't have to worry about craving pancheros anymore But my daughter called the store but: the lady who answered told her there was nothing she could do to address the manager tomorrow. This upset her so she went there just to get a face to go with the situation and took her picture 3 out of 5 of us just ate, but it didn't taste right. The other to refused and went and got Jimmy John's. The follow up email wanted more information and the only thing I would have to add would be maybe clarification on why I was frustrated. One her attitude, it was my first order, if I didn't give it in the right way or order the they want post clearly how one should order don't give them a ton of attitude and two chicken was dry, order prepared carelessly, and 3 when it was brought to your attention the order is wrong a bit of empathy and do what you can to resolve. I'm sorry the way zi ordered reading the text then rereading if needed wasn't right but initially, I was super excited to eat there. I deliver food for customers often and It always smelled so good and my girls always told me to try it as they loved it assuring me I would also. Pancheros was on my bucket list. Something simple I know, but I tend to go to the same few places over and over scare to try new."

"Out of both beans at 730 on a Friday. No communication between employees.Had no clue who's orders were who's and no rush. Waited for steak they were making fresh and got the last of the old just wouldn't have waited. Even got the cheese quesadilla wrong. Silly"

"I called and to them they burned my Quesadilla. Their excuse was "We just had a rush." I don't know how they thought this was acceptable."

"Food was just ok. The steak was very dry. The queso was super thick and not a normal consistency. The service was amazing though! The coworkers were busy with online orders and in store orders, but the line workers were on top of it and very easy to chat with. Now, onto the not so good stuff…the menu boards above the food were COATED in grease and dust and so we’re the duct vents and the wall behind/above the menu boards. I included photos to show."

"I've been to most of the Pancheros around here numerous times and they all have good and bad days. This location has really been struggling the last few years though. First of all none of them compare to the Original Pancheros in Iowa City (before it became a franchise) but that's to be expected. This location however, seems to struggle with labor a lot more than the others. They are constantly either way understaffed or training multiple people at once. And the employees constantly look stressed and like they just don't care...and it reflects in the food they make. There is no consistency and asking for any kind of customization is hit & miss, at best. Today the restaurant was also dirty. Granted it's late on a Saturday...but it's still gross. When my order is made properly it's pretty good. When it's not it makes me wonder why I am surprised. I ordered 2 Steak Tacos, a Cheese Quesadilla & a Chicken Quesadilla w/ sour cream today. Food was prepared ok and tasted as such. Everything was packaged to go even though we were dining in which was probably to cut down on dishes they would need to wash."