Panchos Mexican Grill — Restaurant in Knoxville

My husband and I have been going to this restaurant once or twice a week for the last year until our recent experience....the terrible customer service we received was just unacceptable. So, we got our dinner and had been eating it for roughly 15 minutes when the power went off. The waitress came by and asked if we had cash to pay. Neither of us ever carry cash, so she told us to just hang out there and wait for the power to come back on. We waited for close to 30 minutes (after we had finished eating) for the power to come back on so we could pay and leave, but it still wasn’t on. The manager then came by, asked again if we had cash, then suggested one of us leave and drive down the road to an atm to get cash. Feeling as if we were being held hostage, my husband left to get cash from the closest atm, even paying an atm fee for not being able to use his banks atm.

I was shocked that we were being made to feel as if we were hostages due to their power outage, which was completely their problem as they were the only building experiencing an outage.

If we entered the restaurant when the power was already out knowing that we didn’t have cash is a COMPLETELY different story! However, we were almost finished with our dinner when the power went out and had no way of controlling this situation.

After your incredibly poor customer service, we will NEVER be back...

This is no way no way to treat your customers and...

My food was fine, but the rest of my group was not happy with their food. One of my friends didn’t even eat hers. She would have said something, but since she already was given attitude about the type of liquor out into a top shelf margarita, she wasn’t going to waste her time. My friend and I both asked why El Toro is put into the top shelf margarita and she said “it’s what they choose for it. I made it this morning.” So she told us what liquor was put into it. I then asked the manager what their top shelf tequila is and he said “el toro gold”. When I asked why that is top shelf, but the liquor is the same price as their “bottom shelf”, he said “I don’t set the price, the owner does”. So, either 2 people (including a manager) are misinformed, or the owner is lying to my friend who posted a review below. We asked multiple times to make sure we had the correct information and then were treated rudely when we weren’t okay with being charged top shelf price for a very bottom...

Server was amazing. The manager on the other hand was rude as can be. First they were out of ground beef which is fine i got steak but he had an attitude when he came up to tell me thats had none, i get it maybe you had a hard day but no need for the attitude. Then, they had no soap whatsoever in the bathroom, one sink was missing the soap dispenser all together. Lastly i had to wait 5 minutes just to pay, and they have a tap option and instead of letting me tap the manger takes rips my card from my hands and shoves it in the machine, watches me click to leave a 20% tip, and then has the audacity to look me in the eyes and ask if i left a tip. Never have i ever been asked if i left a tip in my opinion thats rude as hell. Tipping is optional, i however believe in leaving a tip no matter how pour the service and food is, but to ask someone something like that and take their card without...