Pancheros Mexican Grill - Hamilton — Restaurant in Hamilton Township

I rarely leave a bad review for a business, but our recent experience at this Pancheros was totally unacceptable. The treatment and outright manipulative lying by the manager, Mike, also warranted us reaching out to corporate and making a complaint. Beware with this place actually honoring discounts and promotions in your member app. Here are the details.

We eat here. My partner much more often than me so he's got their app and rewards. He had a buy one, get one free promo on his account. I went in and asked if it was still being honored, realizing it would be expiring the next day. Mike, the manager, first lied by saying that was "last month's promotion" and it would not apply. As the burrito was being made, I showed him the screenshot of the account and barcode applicable to that offer. At checkout, I scanned my partner's barcode, and the manager claimed it was not working. Interesting because the account pulled up on the register. Then he said that it wasn't registering and my partner would have to come back with the actual phone to get the BOGO offer. This all made zero sense, as I had the screenshot of the offer, it was not expired, and we were within the ten minutes that the code has to be scanned from activation. I wasn't born yesterday and know when someone is bullshitting me.

This location is a joke and should have it's franchise license pulled for dishonest, shady bullshit that this guy was pulling. For this reason, I highly advise against this location until they get an attitude adjustment and start being honest. Great job, Mike, your dishonesty to save $10 in honoring a valid member promo in the Pancheros app just lost you thousands in revenue from this couple and everyone we will warn to avoid this...

Update after going in months later (12/24). The owner was very kind and respectful. They now accept card which is very convenient.

I’ve contacted Pancheros corporate asking them to contact me to discuss what I have witnessed here, but all they did was send me an automated email thanking me for reaching out.

This place would be booming if it wasn’t for the owners. The food is good, and it’s in a wonderful location. I am very certain that the reason this place is usually empty is because of the owners mentality and lack of respect.

The owners are extremely hateful to both customers and their own employees. There are 2 employees who do everything, while the husband and wife only come in occasionally. They refuse to let you pay with a card, and insist you pay with cash or on the app. The husband yelled at me when I asked for his name and store number , which he refused to give me.

They are stingy, and water their queso down. It cost extra to put rice on a salad. I think they are just crooks. It takes a lot to tick my husband off but after they swiped 2 of our cards and then said they needed a card with no chip, and making my husband download the app just to pay online -he is fed up. This is their tactic to now have credit card fees . We tried this place over 6 months later and it was all the same tactics. Pancheros will not receive my business until there...

If I could give this place 0 stars I would. Went into this place today for lunch around 11:30, wasn’t greeted or served until the worker was finished making 4 DoorDash orders. Once I got my food and was able to eat at around 4pm I tasted a weird texture and flavor. Upon further inspection it was hair and some sort of straw material in my food. Called the restaurant and before I could get a word out, the lady I spoke to told me she’d call me back. Once she did 10 mins later, she was verrry very rude, spoke over me and told me that it wasn’t possible to have hair in my food and I couldn’t get a refund. Also that I should’ve called earlier so it could be replaced. I asked for her name several times but she said she couldn't give it to me. She had a strong Indian accent. The Worst experience at a Pancheros chain I ever had. Do not go here unless you want food poisoning.

*poor customer service *bathrooms are dirty worst queso ever. Very watery. Just disgusting No flavor...