Pollo Regio — Restaurant in Bedford

Subject: Disappointing Experience with the Tostada Siberia at Pollo Regio, Hurst

Dear Pollo Regio Customer Service Team,

I’m reaching out to express my disappointment after an unfortunate experience at your Hurst location. I have been a fan of Pollo Regio, especially because of your traditional "Tostada Siberia," which I’ve enjoyed many times in Monterrey, Mexico. This classic dish, with its simple, fresh ingredients—boiled chicken breast, avocado with green tomatillos, and a spoonful of white Mexican cream between two crisp corn tostadas—captures the essence of authentic Mexican flavors.

Unfortunately, the Tostada Siberia I received yesterday didn’t resemble the original dish at all. Instead of the traditional recipe, I was served an altered version with chopped tomatoes, onions, cilantro in the avocado, and leftover asado meat instead of boiled chicken breast, mixing both white and dark meat. It felt like ordering a Big Mac and being served a Whopper—completely different from what I expected and known all my life.

When I expressed my concerns, the staff member who acted as the manager was dismissive and unhelpful, claiming that Pollo Regio had changed the recipe some time ago. I found this response misleading, as I had just enjoyed an authentic Tostada Siberia at your Fort Worth Stockyards location only two weeks ago. Her attitude added to my disappointment, as I was hoping for an understanding and constructive response.

As a loyal customer who values Pollo Regio’s commitment to authentic flavors, I hope you’ll take this feedback seriously. I would appreciate your efforts to ensure consistency across locations and to maintain the high standards that Pollo Regio is known for.

Thank you for your attention to this matter. I attached 2 pictures of the tostada they gave me and 1 photo from your online menu where you can see the clear difference between...

I'm very disappointed. I ordered online so that it be ready for pickup when I got there. I went to the designated curbside pickup spot I called multiple times with no answer. I decided to go through the drive-thru to pick up my food was in the Drive-Thru line for over 20 minutes by that time I had to get back to work to clock back in. I flagged someone down at the window asked her to cancel my order and had to go to work. I tried to call back to verify that my order was canceled and got hung up on multiple times I guess at least they answered the phone this time just to hang up on me. I called back speak to a member of management after a meeting because I still wanted you to verify that my order was canceled and my money was refunded since I didn't get any food and was hung up on again now I'm going to have to call my bank and dispute the charges because I can't verify whether or not they canceled that order because no one's willing to talk to me and I don't know if it's because I don't speak Spanish or if they just don't want to talk to me in general as a customer. I don't know what happened to this location service used to be amazing never had a problem until now but I see this as a big issue I ordered my food 20 minutes ahead of time I get there wait 20 minutes my food is still not ready have to go back to work and I can't even get a confirmation that my order was canceled and I'm not going to be charged for it. I don't recommend going to this location anymore. I personally will never go back there I'll find a different location this was ridiculous. I'd rather drive 30 minutes out of my way to a different location then have to deal...

I had an exceptional experience at Pollo Regio, largely due to the outstanding customer service provided by Byron and Ximena. From the moment we walked in, they greeted us warmly and made us feel genuinely welcomed.

Byron's attentiveness and knowledge of the menu were impressive. He took the time to explain various dishes and made excellent recommendations based on our preferences. His enthusiasm for the food was contagious, and it enhanced our dining experience.

Ximena was equally fantastic, ensuring that we had everything we needed throughout our meal. She was quick to anticipate our needs and was incredibly polite and friendly. Her professionalism and genuine care for customers were evident throughout our visit.

Overall, Byron and Ximena's exemplary customer service truly elevated our visit to Pollo Regio. They are a credit to your team, and I look forward to returning soon for another delightful meal accompanied by such...