Pancheros Mexican Grill - Johnston — Restaurant in Urbandale

Visited this location on 10/4/24 and got two burritos and an order of chips and queso - one of the burritos had a thick, dark, long, hair in it. We were eating in so we brought the burrito up to the register (after we waited for the line to subside as to not make a scene) and simply asked for the money for the one burrito back as the chips and queso and other burrito were already mostly eaten. The staff had the audacity to say WE PLANTED THE HAIR in the burrito and refused to make it right - they even took the burrito and threw it away, not that we wanted it back. We did notice the woman who "Bob'd" the burrito was picking at something when she was doing it. Likely the hair. 1. There was not a hair on either of our bodies that matches the description of that hair and 2. What happened to customer service?

We called the owner, whose business card is right near the cash register, and left a message explaining the situation and it's now 10/11 and she's not called us back. It's really a shame to get treated like that when this Pancheros is (was?) really the best in the metro and we were extremely nice about it. Fast and fast casual food is losing it's shine and it's because of poor quality food and customer service such as this situation.

I hope those who come to this establishment don't have this experience, as you'll not be offered any resolution other than to suck it up and eat your hairy burrito or...

Customer service? We are normally in a rush so I get the get your order and go. But their rushing ended up us going back to the counter 2 more times. I also don't get how in most chains when you get the salad they ask if you want a tortilla and It was like I was asking them for something they do not have. Also Salad - salad dressing this is never asked the one at Jordan Creek is my favorite they always ask and when I have a little one I get double meat and we share asking for extra chicken was also another inconvenience for some reason. I have a cane in one hand so it's obvious I'm a little slower than the average person add a child I need a little extra time but I'm spending money all the other customers were amazing and helpful. It's hard for me to give a bad review I try to find at least something good so I will say the...

I work nearby this location, and it is easily the best Pancheros in the Des Moines area. Always have plenty of staff behind the counter during lunch time to ensure incredibly quick service for both dine in and take out customers. The food is always hot and fresh and the portions are generous. I'm a regular here which makes it even better because one of the ladies behind the counter is familiar with me and my order and always has everything ready for me right as I walk in the door. I whole heartedly agree with the other person saying this staff should be getting paid a higher wage than the staff at other locations. Easily one of my favorite lunch spots 💛

Update: I don't work nearby anymore and anytime I have panch all I can think about is how much I miss...