Don Pancho Market — Restaurant in Clearwater

Went to eat here with my family, since this is one of the restaurants I like to go to for my lunch break. I always order to go since like I said I only go on my breaks as I work down the road. We decided to stop in to dine in, food was good as usual. My brother who due to his medications cannot consume spicy food, ordered a simple beef burrito. As a surprise to him when he took the first bite, it was spicy, which he wasn’t aware it would be. I proceeded to call the server and let her know what was going on, she mentioned it was the guac. I said “no problem could we just please re make one with no guac, he cannot eat spicy food due to his medications” she didn’t make a big deal just remade it. We finished eating and she still hasn’t removed the previous burrito off the table which i thought was strange. At the end of our lunch i got up to pay. Before swiping my card i asked if they had only charged us for one burrito since we clearly did not eat the other one. She said “no you ordered two” I go to explain to her the conversation me and her had about the reason behind me having the burrito remade. She rudely starts to tell me I will have to pay for it since like she said I ordered two and I didn’t make it clear, which I did. She ignores me and turns to what looked like the manager on shift. I really hope that was not the owner because if he is, worst management skills I’ve ever experienced. He proceeds to ask me what happened so I told him. The server then turns to him and says “she never told me it was spicy and that he couldn’t eat it” when AGAIN we clearly discussed that. The manager goes on this long rant on how they have a system with all of their food daily, and they have to charge me for it because their system would be messed up other wise. I look at him in disbelief but still being respectful because I understand what it’s like managing a business. I continue to tell him i understand but we were not aware of the spicy guac and we were not paying for something we didn’t eat. Not only that but I’ve never seen ANY restaurant arguing with a guest because they did not like the food or exchanged it for something else which isn’t what they expected. This is beyond unprofessional. After 5 minutes long of going back and forth I tell let him know of his poor costumer service then they start to take the burrito off. As they are doing this, the server continues with the attitude saying “ugh now I’ll need to void your payment and start all over again because of this” like it’s our fault. I stayed quiet then payed, of course there was no tip left for them as they were not very comforting as a business. Absolutely the last time I go here not because of the food, but due to them not having any...

I walked out last night, I wasn’t going to have dinner where the waitress wasn’t doing her best to give a good service. I live 50 min away and I went out of my way to enjoy nice night out and eat authentic Mexican tacos. Sense it’s so common to hear that people in the food industry likes to spit, put hair or purposely not wash their hand after not liking certain customers interaction is the reason I walked out. Before I walked out I asked for a different server, I watched her approach the waitress that originally got our drinks and was polite, but after their conversation she seemed to change her demeanor, turn to look at me and walk away making it seem like she was busy. After waiting for a minute bc they seem to ignore me and my partner, I decided try one of the sweet Mexican bread I had in a plastic bag I had grabbed earlier before sitting down for dinner and I saw it flies all over it. At this point I was done with the overall experience and left my coffee and bread I had. Just so we’re clear I didn’t consume anything or touch it with my bare hands.

I like the food and how fresh it is, but for someone that has work in customer service and have a business of my own I have always taken in consideration how important customer service is. I believe this is something Pancho Villa owners need to look into with their waitress and workers. If a customer walks out without giving a tip, the customer is looked frowned upon but they don’t realized that for many people like myself base tips by the experience they have with the waiter/waitress. So next time someone walks out or doesn’t tip think...

Would not recommend this place for eating. Went inside and sat at a table and took them roughly 15 minutes to have someone take our order.. For drink, I asked for water and they went ahead and tried to charge me for water.. I asked why, and then they stated that they do not provide free refills.. After making a case against that. the waitress decides to serve us water but did not provide any Ice. Water was so warm and disgusting. After receiving our food, went to go order more and the waitress decides to go ahead and give priority to another table and does not acknowledge me that I needed more food and a refill on water. Finally made a judgement and asked for another waitress due to the professionalism she had. Note that I spoke to her in Spanish so there would not be any language barrier. Don't let them mention that they are sanitary either, they have insects running all over and under the vegetable/meat department. Cockroaches infest that store and they try and act like there is nothing wrong here. Went in holding this place to high standards... they really know how to downgrade themselves and their customers. After done eating, I went to go get some flavored water. I nicely asked the lady if I can have no ice on my drink since my teeth were sensitive. She advised she would have to CHARGE me extra for NOT having any ice... Seriously? Turns out the lady that told me was the manager.. Overall, I do not recommend this place. I am a person that over tips regardless but this time; I just left the minimum to make myself feel better about this...