Review Insights · App Store
Pancheros
Pancheros Mexican Grill · 10,660 ratings · ★ 4.8
4.8
★★★★★
10,660 ratings
🎯 Build a better version
Top complaints - extracted from 26 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
8 negative reviews mention this · 31% of all complaints
★★★★★ "Online order. Cannot redeem rewards without ordering in store. Super dumb idea" - deapyoung
2
"queso"
5 negative reviews mention this · 19% of all complaints
★★★★★ "Confusing Interface. There’s no option or it’s hard to find where to change your card info. When you got to pay the order it just goes straight through without asking how you’d like to pay for it. Also I accidentally hit redeem on free chips and queso once and …" - LeifHamilton
3
"burrito"
5 negative reviews mention this · 19% of all complaints
★★★★★ "New Rewards are Horrible. They increased the number of points for a burrito by 25% or $25 extra spent with no warning. My bf got 25 free points since he got a burrito for 100 but I got nothing even though I got my free burrito just a few days before him. Also 75 poi…" - virtualdelusionpolice
4
"extra"
5 negative reviews mention this · 19% of all complaints
★★★★★ "New Rewards are Horrible. They increased the number of points for a burrito by 25% or $25 extra spent with no warning. My bf got 25 free points since he got a burrito for 100 but I got nothing even though I got my free burrito just a few days before him. Also 75 poi…" - virtualdelusionpolice
5
"orders"
5 negative reviews mention this · 19% of all complaints
★★★★★ "Slow online order. Ordered online and a had to wait while people walking in ordered and got their orders ahead of me. After everyone was served I watched my burrito prepared. What a joke and a waste of my time I should have got in line when I arrived… it wou…" - Jimmy1004!
6
"online"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Online order. Cannot redeem rewards without ordering in store. Super dumb idea" - deapyoung
7
"redeem"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Online order. Cannot redeem rewards without ordering in store. Super dumb idea" - deapyoung
8
"rewards"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Online order. Cannot redeem rewards without ordering in store. Super dumb idea" - deapyoung
9
"love"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Confusing Interface. There’s no option or it’s hard to find where to change your card info. When you got to pay the order it just goes straight through without asking how you’d like to pay for it. Also I accidentally hit redeem on free chips and queso once and …" - LeifHamilton
10
"points"
4 negative reviews mention this · 15% of all complaints
★★★★★ "New Rewards are Horrible. They increased the number of points for a burrito by 25% or $25 extra spent with no warning. My bf got 25 free points since he got a burrito for 100 but I got nothing even though I got my free burrito just a few days before him. Also 75 poi…" - virtualdelusionpolice
11
"option"
3 negative reviews mention this · 12% of all complaints
★★★★★ "Confusing Interface. There’s no option or it’s hard to find where to change your card info. When you got to pay the order it just goes straight through without asking how you’d like to pay for it. Also I accidentally hit redeem on free chips and queso once and …" - LeifHamilton
12
"free"
3 negative reviews mention this · 12% of all complaints
★★★★★ "Confusing Interface. There’s no option or it’s hard to find where to change your card info. When you got to pay the order it just goes straight through without asking how you’d like to pay for it. Also I accidentally hit redeem on free chips and queso once and …" - LeifHamilton
📋 All 26 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Online order
Cannot redeem rewards without ordering in store. Super dumb idea
App malfunctioning for months
Every time I try to re-order the same large order the app I correctly tells me most of the ingredients are out of stock. I then have to spend 10 minutes re-entering the entire order again and the order then processes. Extremely annoying.
Delivery
Pancheros delivery through door dash is a joke. Cold food and the wrong order. Customer support is nonexistent.
No special order
Tried to order online before I went in and it wouldn’t let me make special changes to it. Just waited and ordered in person.
Rewards dont work
Make sure you scan your barcode at the restaurant. They lie on the receipt you are not able to scan them for rewards. Do better
New Rewards are Horrible
They increased the number of points for a burrito by 25% or $25 extra spent with no warning. My bf got 25 free points since he got a burrito for 100 but I got nothing even though I got my free burrito just a few days before him. Also 75 points or $75 for chips and queso is insane. I hate this new system, it makes me not want to go here any more because it’s not even worth it.
False advertising.
Sign said download app for the first time, get bogo burritos. So I downloaded the app and created an account. No bogo there. False advertising. Not cool.
Employees talking to much
Service not good due to employees talking to much and cooking tortillas to long due to lack of paying attention to the job at hand
Always out of everything and always dirty
They charge extra for queso, but when they are out of ingredients they don’t give you a discount!
Over charged
Charged for an extra tortilla because they ripped the one that was being rolled charged for an extra queso and they put chicken on instead of steak so then they added steak and double meat. I’m not sure we’re paying for the errors.
Slow online order
Ordered online and a had to wait while people walking in ordered and got their orders ahead of me. After everyone was served I watched my burrito prepared. What a joke and a waste of my time I should have got in line when I arrived… it would of saved me time. Ordered 10 mins before I arrived. North Liberty Iowa location.
Poor service
I got chicken in my burrito and I got bottom scraps there was maybe 6 cubes of chicken in my burrito.
Consistency
The guy ahead of me had an amazing amount 9f queso. When I asked for the same from another burrito artist I was told it would be extra. Feel bad for being a consistent customer now.
Bad
Horrible experience and got cussed out by the staff for asking for greenade sauce
Promotions
The app is difficult to use, if you get a promo, it should be easy to redeem.
No invite code
I didn’t get my free 20 points from an invite code and I can’t get back to it this is unfair and I need 20 points
The reward on iOS app does not work
Love the food but the rewards system o. The iOS app keeps error out about network. I cannot redeem the points at all!
1 star service
Came in around 8:30 and they were already closing up shop. Some things I have noticed with this place is low employee retention, low reguards to caring about the customers orders and the lack of options for what I can get whenever I come in.
App not working
If they’re offering points I’d like it if the app would actually accept my receipts!!!
Double check locations before ordering!!
This app fails to update to current location. Several times I have used the app with purchases made to other city’s locations.
North liberty pancheros
Always unprofessional and rude. They were cussing and carrying on complaining about their job and how many online orders they had. Over cooked tortillas both my burritos were ripped because they weren’t wrapped properly.
Can’t reorder
There’s an option to save your favorite orders, but no option to reorder them.
Confusing Interface
There’s no option or it’s hard to find where to change your card info. When you got to pay the order it just goes straight through without asking how you’d like to pay for it. Also I accidentally hit redeem on free chips and queso once and they had no confirmation box and suddenly they only gave me a 10 minute timer to redeem it. I love Pancheros but it’s hard to find stuff because it’s oversimplified.
No ice, warm soda and NO SOAP in restroom!
Disappointed in this Panchero’s. Sold is 3 drinks at 2.95 a piece and didn’t even tell us ice machine was broken. The soda was warm. The thing that bothered me most was no soap in bathroom or towels.
Add notes to orders
I love your food and app. BUT GIVE ME THE OPTION TO ORDER EXTRA RICE ON MY BURRITO. Give my order a section to include notes so I can request it. This is a basic function for every other mobile order app and it’s been years now and you still won’t add it.
Order a Cheese Quesadilla for the Cheese Quesadilla Price??
Love the restaurant. I’m a regular. I would love to mobile order, but I always order cheese quesadillas. I can order them in the app, but I pay the “with chicken” price. Can you prefix this?
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)