Pancheros Mexican Grill - Media — Restaurant in Media

My bf and I used to really like this place and the concept, especially the cooked-fresh tortillas. But the past few times we have gone, it's shown that this concept is only good in THEORY, dependent on how much the person making your food cares about it. The past 2 times in a row we have gotten doughy, gross, undercooked tortillas, and the carnitas pork smelled wet and nasty. One time during a rush, the person making my burrito undercooked it so bad that it broke when wrapping it up. Instead of making a new burrito, he just grabbed a second wad of burrito dough, undercooked that one even WORSE, and wrapped it around the burrito. I just watched in shock b/c I did not want to cause a scene or get this guy fired. But he proceeded to serve that to me it and it was absolutely inedible. 2 inches thick of uncooked raw dough. We won't be going back. Either their employees do not care enough (which I get, minimum wage) or they are not trained / managed properly to follow the process to ensure the food is cooked right. Either way there is a base level of edible food that needs to be met and right now this place is not hitting it. If you go, you may be fine if you get somebody who cares and it's not during a rush. But your experience can completely depend on the person and time of day. At this point 2 gross experiences is enough for me to feel sick when I think...

TLDR: They keep promising to refund me $60+ for my Jan 1st missing order but never follow through.

I had a week where I ordered from this restaurant literally everyday and I initially enjoyed it. My last two times ordering, however, I received the wrong order and then the next time I didn’t receive my order at all.

I called on Jan 2 and spoke with the manager Drew and he told me “we’re definitely going to get you your money back” but he never actually refunded me or updated me. So I called back and he basically kept throwing me in circles saying “yeah I just have to make some calls to fix it” or “they’ll call you back today or tomorrow.” In total, I have called them about six times in two weeks (last call was on Jan 17). One night I got a crew member who at least took down my name, phone number, and order number and said they’d relay this to the owner and call me back. But in general they have never called me back once and have been all talk about issuing my refund. They owe me $60+ for my wrong or missing orders on...

This is my second time at this location and it is by far my favorite. The staff is always SO kind, attentive and quick! Tonight we came and they were very busy(Duh! It’s Pancheros). We were thinking about Pancheros all day. When we got here, there was a slight wait (we don’t mind, WE LOVE PANCHEROS!!!) but it was because Drew and his team were taking their time with everyone. Not rushing anybody and being more than patient. They kept thanking us for our patience with them but really it should have been the other way around. They truly take their time with their customers, regardless of how busy they are and they don’t get frustrated!! The first time I came, was right before closing and they still served me and my friend HAPPILY! And the food was still out and fresh!

I can go on honestly but, HUGE shout out to Drew and his guys tonight. Keep up the grand job you guys do. It does not go unnoticed by any means. Myself and the rest of the customers sat here and ate comfortably and peacefully. Be back soon! THANK...