Pancheros Mexican Grill - Rockford — Restaurant in Rockford Township

Normally this place is decent, but today the experience was horrible at best. Staff was more interested in socializing than in customer service. Straw container was empty. Asked for rice, but turns out rice was almost gone. Guy scraped the bottom of the container and put little remaining crunchy bits of rice in bottom of bowl, followed by other ingredients. I also ordered guacamole which is an extra charge. I had to ask about rice since guy didnt take initiative to check on it himself. He went in back to check, then returned, stating, "it isnt ready yet." I fully expected him to offer other suggestions or an estimated time of when it might be ready, but nada. At checkout, I was charged for guac and full portion of rice when it was readily apparent that over half of rice was missing from the bowl (I even mentioned it on checkout). None of staff seemed to care about fact they were giving less than stellar service or incomplete product to customers. Chicken was also crunchy, as if it had been sitting there for a while and had gotten dried or or over crisped on edges. Chicken should be tender, not crunchy. Very disappointed in my experience. My advice to others is to go to Chipotle and...

My boyfriend and I frequent the Rockford, Illinois location during our lunch hour at work. Today he was told that they couldn't put his burrito on the grill for a minute because "they can't do that during rush hour". After asking again the employee was going to go ask a manager and my boyfriend told her to just forget it since enough time was wasted at that point. All of this ridiculousness took way more time than it would have to just grilled to darn burrito. Now let me break down the situation even further for you.

There was NO ONE in line behind him at 11:45am. He always gets it done that way and has never had an issue before today (it was actually an employee who suggested it since it helps it from breaking apart. It's not even close to an unreasonable thing to ask for. In the time wasted while trying to get this complicated request figured out, you could have grilled the burrito 10 times.

I know in the grand scheme of things, we are just two customers out of the thousands you get at this location. But I can promise you that you're two less than you were this morning.

.......I prefer Chipotle anyway.

Have...

Worst restaurant experience of my life. I was extremely disappointed. I ordered a bowl, and the lettuce that she was putting in my bowl literally had wet black peices.I’m not even a person who ever complains at restaurants-but this was too much.I asked for new lettuce and she put the black moldy lettuce back into the same container mixed it in and started putting it on the plate. I continued to order, and the rest of the food looked okay but just dry and not fresh, guacamole was also already very brown. Now I understand that these types of restaurants have the food sitting out ready to serve but if you have a type of restaurant like this you need to keep it fresh. I was so afraid I would get E. coli... I spoke to the manager and she too didn’t seem to care that much and said “sorry, we can’t choose our batches of lettuce. I heard there was an e.coli outbreak here in this area”. You can choose to serve it. Just an awful experience and I don’t think it’s okay to serve food that you see is black and moldy and are afraid you can get sick and the employees do not...