Pollo Regio — Restaurant in Balch Springs

This place have the worst Management in the world and I can tell you my story, few weeks ago I walked in around 6:15 to order two chickens and rice deal that they have anyhow I placed my order and the cashier girl was really polite and nice she gave me some containers for the salsas and she told me this will be ready shorty there was couple of people behind me the maid some orders after 5 minutes I noticed that they're pointing at me and the girl looked worried and I noticed that the people who are behind me that their order and left I give it 10 minutes want to the girl and ask her how long will it be until I get my food she said few more minutes and what I find out is from the girl that they have mistake Lee give my order to the person was behind me to make a long story short that did not have chicken ready for me and they had to make a new batch I end up waiting 50 minutes I asked to talk to the manager and that's where all the major problems to me started they told me she'll be here in a second I waited 5 minutes she never came out and the cashier lady said if you want your money back we will refund you the money I said no I would like to talk to the manager please she went to the back to talk to the manager and she came back and said that the manager is too busy doing some other stuff and do not have time for me if I want my refund that will do so or I can just wait for my chicken I end up waiting for the chicken took them and left I called the next day to talk to the head manager he was not there I waited another week call they location the person who answered the phone also tell me that the head manager is not available I gave him a message and it turned out to be the same manager that was working on that shift she did not apologize or anything she said that she would give the message it's been a few weeks now and nobody called me back this is the worst management I have ever experienced if there is negative Stars I will give them a million...

This is absolutely the worst restaurant experience I have ever had. Pollo Regio is much better in its other locations. About a month ago I went into the restaurant and I was looking at the sides, the person I was with said "they never have any of those sides here." There was an ad for smothered fries and a guy had waited for almost thirty minutes. The manager, who was very unprofessional asked if he would like a Pina Empanada in a sarcastic way. Sure enough, almost none of the sides. It was SO bad I let Pollo Regio know. They told me to install their app and they would give me points which was enough for a free churro. Fair enough. I returned last Sunday and the same manager and immediately one of the servers said, "we have no rice," and of course, many of the other sides they did not have either. When they had no containers for the sauces one of the servers brought out about fifty lids and asked if that would be okay. I merely said that usually you have to have a container to use a lid. He was so lazy that he could not even restock the containers for other customers so brought me three containers. When I tried to use the app for the free churro, literally six people gathered around the cash register and looked like 2x4s had hit them all upside their heads. One of the servers said, "yeah people don't use that here usually and you didn't purchase the minimum amount," which we had and then he said, "we can give you a churro for free." The fries came later and were not ready for the meal. Many of the employees were just standing around and of course, the manager was as well. Pollo Regio had done nothing to change anything at this location. One woman in line who was aware of everything said, "this location is a disaster, sometimes they don't even have chicken." I will never return. STAY AWAY FROM...

I been coming here for a while now maybe years but this past week when I went was the worst. I had ordered on the wetside the most basic order. It was 6 large cups of rice and chips. That was it. I had it ordered for pick up at 5:30 and i arrived maybe 20 minutes late. I show up and this you g girl Juliette asked me if it was pick up. I said yes. She looked for my ordered and i think looked on their system and just said if I could wait. I said yes. She then proceeds to i guess go back to what she was doing and I gave it maybe 5-7 minutes before I asked again if my order was ready. She then proceeds to relook for my order and then look at the ipad. She didn’t give me any update or nothing just seemed like she was working so I didn’t bother to ask again bc i thought she was handling my order. I waited a minute till I asked for a Third time an uodate for my order. Mind you pictures this, she was assisting people coming in while i stayed waiting. She seemed like she would look at my ordered and then side track and handle other things. This time she brought in Juan and Mercedes and i was like finally im getting my 6 cups of rice. I waited and again NOTHING. So my last attempt I raised my voiced and I asked all 3 who was handling my ordered because I was waiting already and asked 4 times and Juliette would brush me off. I was there long enough to remember their names, put that into perspective. After I finally told them i needed my ordered and I wanted to see someone handle my order and finally I got my order. Terrible customer service needs...