Pancheros Mexican Grill - Ann Arbor Pittsfield — Restaurant in Pittsfield Charter Township

I’m a former restaurant manager, and I understand the struggles of closing time. I will not walk into a restaurant 5 minutes before they close. But a half hour before they close should be fair game. I ordered my food at 9:30 pm online and walked in the door around 9:35 pm expecting it to be ready already. As I walked in a young kid says to me “excuse me, we’re closed right now”, roughly 25 minutes before actual closing time. I said “no, you close at 10 pm and I already ordered and paid for my food online.” He then looks at my slip for the first time and calls to his supervisor to help. He tells me they are out of pico and lettuce (both part of my order) and I say “ok that’s fine”. The supervisor comes out and makes my food quickly but never once looks me in the eye or says a word and acts super grumpy about it the whole time. When she finishes she puts my burrito in the bag and I say “thank you” and she again refused to look at me or say a word or even acknowledge my existence. Meanwhile the kid who greeted me is shouting the whole time about where is the key to lock the door. As I walk out at exactly 9:40 pm he locks the door still 20 minutes before closing time. When I get home I realized the chicken inside my burrito is so dried out and hard it makes it difficult to eat and impossible to enjoy. Due to these poor food practices, unprofessional guest interaction, and bad management issues I will not be eating at this...

Extremely Bad customer service.If there was a yardstick of encountering worse customer service it would be this Pancheros location. I placed an online order and was supposed to pick it up from this location, the person attending the burrito bar handed me someones elses order, there was no name or order details label on it, I soon realized it wasnt mine, I gave the employee my online order id and he couldnt find my order, I asked him for credit he asked me to come back the next day since manager wasnt on site. Another employee over heard the conversation and interuppted, repeated my story to him and he found the order but they never actioned it, he started to make it on the spot, however by this time I was already frustrated and requested to cancel it. Well turns out he coulnt even cancel the order and said the same thing to come back and speak to store manager for the credit. Overall the customer service and the process is. Circus. None of the employess had the courtesy to apologize, in fact they were rude and started attending other order like I was invisible. Not...

Food: I give y’all good points on the fresh made tortillas shells. Like mine grilled longer though. However There was a bone in the chicken and was definitely seasoned to perfection definitely yall big seller had to take points off for that Steak was way to cub you can tell it’s not real steak taste like it’s precooked. Too much rice on the burrito not enough meat I might as got a bowl. No Ground beef is definitely a 🚩🚩🚩

Atomophere: everything look clean except the music is too loud might want to turn it down a little bit so you can hear the customer.

Service: on a busy day they definitely know how to get you in and out. I had to take points off for no Apple Pay. Also seem like the employee rush you way too much. This is not McDonald’s. Y’all making Mexican food not doing a 2min football drill 😂😂😂🤷🏿‍♂️🤷🏿‍♂️

Overall: I give y’all an 3 and a half because it’s not as good a Qdobas and chipotle but it’s decent. Y’all just need more variety in the toppings game. Items seem very basic to me. Also the flavor needs more...