Pancheros Mexican Grill - Lansing — Restaurant in Lansing Charter Township

Like everyone else who left a 1-2 star review, I kept going back because this used to be a great place to eat that had options for my medically restricted diet. We noticed months ago that none of the surfaces, including the tables, were ever clean. Dust, grease, and actual food particles are on every surface, not just the dirty tables. We decided then that we would start taking food to go, as that still seemed to be reasonably tasty and not overpriced for the portions. Never again after today. Apparently, their mandated portion size has shrunk so much that a bowl does not even appear to be half full of (luke) warm items before it hits the cold line. Seems like a silly thing for a company to do, since beans and rice cost way less than sour cream, guac, and tomatoes. This would to be completely terrible if the people on the line were following any sort of hygiene protocols, but the readjusting of a ponytail right above my plate made me cringe. So, now I have some insanely overpriced rice and beans portioned for a toddler and it's adherence to health regulations is tenuous at best. To top it all off, the employees are having conversations and leaning against the food counter with bare hands on food prep surfaces and basically ignoring the people right in front of them. The person at the checkout identified as a manager, so I asked if the portions were correct and was given a curt and rude answer. I suppose that they aren't paid enough to care one way or another about customer service, and that sucks, but alienating customers and not bothering to have any kind of cleanliness standard is a bad direction for...

I love Panchero’s but this location has gotten really bad. I totally understand understaffing and stress with COVID, and I really understand how unforgiving and thankless working in food service can be, but it really was a bad experience. The food looked really gross, like it had been sitting for a while without proper protection, and it was INCREDIBLY messy and mixing with other foods, which is potentially a health hazard due to allergies, dietary restrictions or religious restrictions. They were out of like half of the stuff I wanted on my bowl. It wasn’t even remotely close to closing time either (it was the evening but several hours before close) and the worker making my bowl didn’t even offer to make some more of the food or have someone do it, or even say “sorry we’re out.” They just kinda stood there and when I asked if they had something, they were like “no.” I don’t wanna to get anyone in trouble and I don’t think everyone has to have perfect customer service skills 100% of the time, we ALL have off days and I don’t expect to be waited on hand a foot. The issues is if I’m paying for something at least try and accommodate or let me know what’s going on. I don’t mind waiting and I understand being out of something, but I don’t think that was the...

We ordered online. 3 people. It states that it should be ready in 12 minutes. This is late on a Saturday with bad weather. It is not busy. We arrive for pickup in 20 minutes. They haven’t started the order. They get it started. While our orders are sitting on the line, after the first guy has applied the meat, rice, and beans, the second guy has his back turned and is chopping chicken for a few minutes while our orders sit there. Turns out he’s the manager. Again, it wasn’t busy. Maybe finish the orders in front of you instead of turning your back to chop more chicken that you don’t need. Each of us ordered sautéed vegetables and they didn’t include them. One of us ordered corn salsa, and they didn’t include that either. If any of those ingredients were out, they didn’t tell us. We got our food finally, 33 minutes after ordering. This company needs to keep more people on staff so that orders can move along more efficiently, but even with the two people there, during a very quiet time, it shouldn’t...