Pancheros Mexican Grill - Cedar Falls — Restaurant in Cedar Falls

We live out of town, so regardless if its cedar falls or Waterloo it comes home cold. That's always expected. But I always choose cf when it's an option, usually better, fresher food, friendlier staff, and cleaner environment. We needed to be in cf today, so I was excited to show my husband the difference in the 2 stores, while it was still fresh. After waiting ten minutes with one burrito order in front of us we were finally acknowledged, (at this point I saw 4 employees). The woman slapped rice on my burrito, which I did not want, then asked what I wanted. I said veggies and queso. She rudely responded they don't do veggies. So, that took me out of the game, as I don't eat meat. My husband ordered his and when it came to the goodies at the end she asked what he wanted. As he attempted to answer she started a whole side conversation and didn't hear a thing he said. After repeating twice more he got what he wanted. Go to check out and ask for 2 chips and queso. Because she was still talking she only did one. We sit down so he can eat. We are the only dine in patrons. Another employee (making it five) was sweeping. Instead of going absolutely anywhere else she came to us and starting hitting the broom on the floor obnoxiously. Then finally bellered excuse me! I looked down, turns out my husbands toes were sticking out a little from under the table. She managed to linger there for quite awhile while he was attempting to eat. I opened the chips and queso... They were so broken and smashed I really had to get a fork to dip into my queso just to pick up a few smashed bits of chips. After such a major let down with such rude, disrespectful "service." I have no intentions of coming back. I am not writing this review (which I think is only my third negative one, the others we always positive experiences), to get some computer generated generic response. Frankly, if you cared about your franchise, this one would not have fallen so fast. I am however writing to let other future customers know what they are now going to receive for "service and quality," before they jockey into a...

I placed an online order (via the app) at 12:34. I got to the store at around 12:45. Upon checking the app for the status of my order, it said it had been completed at 12:40. I walked in, waited up by the register for about 5 minutes for the other customers already being helped to finish their checkouts. When I spoke to the employee, he said the order had not been completed (despite the app saying otherwise) and said that he’d have it done in a minute.

After this conversation, I waited and watched as 7 people entered the store, were helped, checked out, and left with their food, while my ticket sat on the counter, ignored. When they did get to my order at around 1:00, I was informed they had run out of rice on the seven orders they chose to do instead of mine. They asked, “Would you like to wait on the rice, or get it with no rice”. I said I’d wait on the rice, because what’s waiting an extra 5 minutes at this point.

Another 5 minutes later (1:05 PM) a manager happens to walk by and asks what I was waiting on. Before I could answer, a different employee interrupted and said they ran out of rice. The manager then was like “how do we run out of rice” (Thankfully she had the sense to know that that sort of thing is pretty unacceptable). She then proceeded to walk away to work on the thermostat instead of asking me anything else, like “How long have you been waiting?” which the answer would have been 20 minutes. At around 1:20, 35 minutes after I had arrived at the store, and 45 minutes since I had first placed the order, it was still radio silence. At this point I gave up, and asked to cancel my order.

I expected the employee to offer a refund, a substitute with a different item, or maybe even a gift card. Instead, they simply said, “Alright, I’m sorry about that”, turned around, and walked away to throw the order ticket in the trash. I could have asked for a refund, but I was so sick of being in this restaurant that I just walked away. Suffice it to say, that was not the best experience and I will be returning to that particular location...

This was the worst food and beverage/restaurant experience I have ever had . This place was FILTHY . My Burrito was cold , the Food station was disgusting, definitely cross contamination going on looked like it was never cleaned up after they had a rush I literally could not eat after seeing this. The pop station... the lids the napkins and straws were all over the counter there was sticky pop syrup on the counter. The floor the tables and chairs the doors the floor the front counter was jus as disgusting and un kept like Everything else both restrooms were locked the doors alone were atrocious I was actually glad it was locked ..... I have worked in the food service , restaurant , customer service, and retail since I was 17 yrs old I'm 37 and I've need seen a restaurant have so many food safety an sanctions violations issues. this place should be shut down ... on top of it I tried reaching out to the manager respectfully and let him know that my experience at the restaurant was very very dissatisfied he was very rude and disrespectful to be working with the public He was very colsed off to hearing and type of feedback or criticism about THE COUSTMERS CONCERNS! He also tired to just justify why things were the way there were ..... He absolutely seen nothing wrong in how the store looked or was being managed , Even the other staff members were rude an looks like very very lazy and doesn't value the company they work for our their guests or costumers ! I'm will definitely reporting my experience with corporate and the store manager as well also the Blackhawk safety inspector.. People could really get sick from the unsanitary conditions of...