Pancheros Mexican Grill - Ankeny — Restaurant in Ankeny

This is truly the most dysfunctional restaurant in Ankeny. I love Pancheros and wish our location in Ankeny was better, but it seems to get worse every visit.

We went in June and waited in line for about 40 minutes while the crew moved in slow motion. They were out of chicken and steak and no one was working on making more. While this massive line was there, they were more focused on the online orders that they also were unable to keep up with. They need the ability to turn off online orders when they don’t have the capacity to even cater to the customers standing right in front of them. Multiple customers in front of us left the line and went somewhere else. We said we wouldn’t be back after this experience.

We decided to give it one more try tonight and placed an online order. It was estimated to be ready at 7. We arrived shortly after 7 to an empty restaurant and a counter full of receipts for online orders that were not being addressed. After getting to the counter it took 10 minutes for a worker to acknowledge us, at which time we found out they had not even begun our order(or anyone else’s it appeared). We got our order and brought it home to find two burritos so small I audibly laughed at them and got my tape measure out. They were 4.5 inches long and had almost no filling in them. Hard to believe their burritos cost twice as much as they used to and are half the size as well. We will definitely not be back unless...

I bought 2 burritos and 2 bowls. 1 burrito and 1 bowl were the exact same, the other bowl and burrito were normal portions. With my burrito and bowl that were the same had extra chicken and steak, guacamole, queso. One we got to check out I asked if I could use my free burrito and I would pay for the extras, the manager (a lady) said that’s not how it works, I tried to show her the coupon where it says the burrito would be free and the extras are extra and then showed her that I was charged for double scoops of queso when I didn’t get double scoops of queso. She shut me down, didn’t listen to me at all and told me it doesn’t work that way then rolled her eyes at me, then the guy that was folding the burritos with black curly hair looks Asian said “maybe it’s your fault” I’ve never had a problem using my coupon and getting extras and paying for just the extras. I want a full refund because that was the worst experience I’ve ever experienced with this store, plus being charged for something I didn’t get extra off is right. I don’t appreciate being talked down too and told I’m wrong when I have proof of the coupon and what it says. Edit: called corporate and they said they will send my feed back to the general manager and wanted to add points to my account. I told them they can deactivate my account because I will not be going back to the restaurant because of how gross it was to see bugs on the...

I just had a completely unacceptable experience with the Ankeny, IA location. I ordered a delivery order that was supposed to be a burrito, burrito bowl and Chips and queso. When the order was delivered the door dasher ust dumped and ran. Then when I went to pick up the order the chips and queso was missing. The dasher was already in their car leaving so I couldn't ask them.

So then I called the location and when they picked up the phone I was asked to hold and the phone was just set on the counter for 7 minutes. Then when they answered all I was asking for is to be credited back for the part of my order that was missing. The employee just said hang on a minute. When they came back they said the manager was too busy and took my name and number to get me off the phone. At this point it's been more than 3 hours and they haven't called me back.

This is a pretty bad way to treat the customer that doesn't receive the items they ordered and paid for. I've had several bad experiences lately with the Ankeny, IA location. It's been ignoring customers standing in store. Making customers stand in store for 25 minutes because a catering order is more important with no attempt to helps customers in store. And slower than normal service. Seems that this location doesn't care about customers so I'll be taking my...