Pancho's Authentic Mexican and Salvadorean Restaurant — Restaurant in Victorville

We visited this restaurant for the first time this morning because we love their other location in Hesperia. Upon arrival, we were informed there would be a 45-minute wait for food, which we didn’t mind. However, when I ordered drinks, my drink was brought out promptly, but my wife’s drink did not arrive.

After over 30 minutes, we still hadn’t received her drink. We asked if we could cancel the hot chocolate and get water instead, as she was very thirsty. Initially, we were told it would come out soon. Thankfully, another waitress, who was very nice, came to our table and understood the situation. She promptly brought us water and canceled the hot chocolate for us.

However, we soon saw her being taken to the back, where she was apparently scolded for simply bringing us water. When she returned, she informed us that she was sent home because of what happened. My wife and I apologized, explaining that there was no bad blood and she just wanted some water. We had already seen other people receive their hot drinks and chips and salsa, while we had been sitting for almost 40 minutes.

We deeply apologized to the waitress, who asked for our number so her managers could understand what happened. She was the only one who made us feel comfortable and acknowledged our presence during the entire visit. Everyone else just walked past us without a glance.

The food was brought out about an hour after we ordered. Only our original waitress was nice; the others who brought out our food avoided eye contact and gave us attitude. It was honestly the most uncomfortable dining experience I’ve ever had. The tension was palpable, all because we asked for water. As a local business owner myself, I believe in making my customers feel welcome and happy at my place of business. This was as uncomfortable as it gets.

Even after we canceled the hot chocolate, it was brought out midway through our meal, about an hour and 20 minutes after we originally ordered. We were still charged for it despite our clear request for just water. The food was great, but that doesn’t make up for the poor customer service. I believe the person who last helped us, displaying a bad attitude, was the manager. Not once did they apologize for making the situation so uncomfortable for us. When I paid for my food I asked her do some cash the rest on the card and she charged me the whole amount on the card and kept cash aa tip. But at this point I wasn't going to say anything because of how awkward everything already was.

Before you walk out the door theirs a message saying we know there's various places you could've chose but you choose us and we thank you... You think with something like that, they'd really try to make you feel welcome......

TO THE OWNER: We patronize this business quite often, and also the one in Hesperia and let me tell you the contrast between both restaurants is night and day. We have never had good service here, not even close but they are closer to our home and the food is their saving grace. This afternoon we decided to have dinner here and expected to have bad service but today was worthy of leaving a review because of how egregious their neglect and deviation from what "Customer Service" is. As soon as we walked in everyone from the servers to the cashier and the people in the back seemed upset that we were there, but we are used to always dealing with a negative and bland attitude when we visit this place, so we were not surprised. The server who sat us down, her name is "Brittany" had a bad attitude from the get go and waited almost 15 minutes to come and take our order and this didn't happen 'till we asked her if she was the one who was supposed to help us. She didn't offer us Chips and Salsa and only brought it 'till we asked for it and she brought the smallest container she found, which was too small for 3 people, we asked for more and it took anoter 10 minutes to get it, they took forever to bring our drinks and when my wife asked for a spoon she never brought it, we asked the other server and she brought it but also had an attitude, we were never rude but this young lady was already upset from the get go, unfortunately I feel everyone here behaves this way because that's the culture. Maybe it starts with THE OWNER! He obviously doesn't care, there's plenty of complaints about this same issue and he does nothing. So I don't expect this review will change anything. But if you want to be treated well and appreciated don't come here. Their food is good but their service leaves everyone a bad taste...

We used to come often, but I feel like there’s a change in management and it shows. The waitress who seated us and took our drink orders was nice but a bit absent minded. We asked for chips and she never brought them out. Another lady, in a different color shirt came to see if all was well, we said yes but that we’d ordered chips and salsa that had yet to be brought out. She brought some out but after that nobody came to check on us. Mind you there were only about 4 small party tables and 4 staff that we could see working the floor. I flagged someone down to ask for refills for my kids as they had finished their drinks and most of ours, the waitress seemed bothered by the request. We ordered menudo and pozoles on a Sunday morning. It took them almost an hour to bring out our food. My husband order a pupusa, which was brought out but without the curtido and salsa that go with it. We had to again signal someone to ask for them and received the same rude reaction. It took another several minutes for her to bring them by which time the pupusa was nearly cold.

It was just an awkward and unpleasant experience. We used to enjoy eating there. The staff they used to have was so friendly, the owner always made it a point to check in on his patrons, and we were never made to feel like a bother when we asked for a refill or told them about something we were missing. Maybe it’s growing pains if they are under new management/ownership but this experience has left a sour taste. They are super pricey for the quality of food and...