Pancho Villa Mexican Grill & Bakery — Restaurant in Newton

Extremely Disappointed with the Service – Will Never Return

I’ve visited Pancho Villa Restaurant in Newton, NJ three times now, and unfortunately, tonight was my last. I brought my family hoping to enjoy a nice dinner, but the experience left a really bad taste — and not just because of the food.

I ordered the enchiladas de pollo en salsa verde, and it was absolutely awful. The dish had no salt, the green sauce tasted like water, and the chicken was extremely bland. This was a huge disappointment, especially because I had no issues with the food during my first two visits.

I politely let the woman at the front of the restaurant know that I wasn’t happy with the meal and asked her to take it back — I didn’t even touch it. When I received the bill, not only was the plate still included, but when I explained again that I didn’t eat it and didn’t believe I should be charged, her response shocked me: “It’s not my problem you didn’t like it.”

I was stunned. I told her I’d pay the $16, but that I would never come back again. The way she responded — with no apology, no attempt to speak to a manager, and zero empathy — was completely unprofessional and rude. For someone in customer service, her attitude was unacceptable.

What’s even more disappointing is that the last time I came with my husband, we were helped by a kind male server who was warm and welcoming. He’s the reason I decided to return and bring my family. Sadly, tonight’s experience undid all of that.

Spending over $100 for dinner and being treated like this? No thanks. This restaurant just lost a customer, and I won’t be recommending...

I really wish they had at least one staff member who spoke English, especially for customers who don’t speak Spanish. I called around 10 PM and ordered a chicken burrito and a taco. I live 20 minutes away, and they told me the food would be ready in 15 minutes.

On my way there, I ran into a police road closure on Spring Street. I called the restaurant to explain that I couldn’t get to them because the road was blocked. The person on the phone just kept repeating “your food ready, come get it” and didn’t offer any help or understanding. I spoke with three different people, and none of them could provide a solution or were willing to walk the food down the block to the parking lot. At The end of the phone call the guy laughed at me and hung up the phone and I tried to call back three times and they ignored my phone call !!!! Shitty customer service

It’s a real shame, because the food is actually very good—but the customer service was rude, unhelpful, and frustrating. I don’t think I’ll be...

I really do wish someone, ANYONE, there spoke English. What if I went to Mexico and opened a business and did not bother to learn the country's language? If you plan on staying open, at least be truthful with people and say we don't speak English instead of looking at me and saying; "uh-huh, uh-huh" when I tried to pay you a compliment yesterday. However, I sincerely appreciate you returning my lost item to me. I'm disabled and need it for my chronic spinal pain. THESE FOLKS ARE GOOD, OTHERWISE VERY HONEST PEOPLE WHO MAKE EXCELLENT, AUTHENTIC MEXICAN CUISINE!!! But really? C'mon guys, take some English classes online. My 9 year old son has to learn your language in school now. I didn't have that mandate when I was in school. So it's really a...