Pollo Regio — Restaurant in Burleson

If I could give zero stars I would. This was the weirdest, craziest fast food order of my life. Firstly I order food online, I go through the drive through to pick it up, give them my name and all is good at this point. Once I get around to get the food I sat for 15 minutes waiting on one car in front of me. Then I get to the window and tell the cashier my name again. He says it'll be out in a minute.. okay so I wait another 5 minutes. Then a different cashier comes to the window and rudely says "did you have a mobile order" while rolling his eyes and acting like he had better things to do and just didn't want to be there at all. So I respond with yes and I gave him my name that's on the order. He says "you'll have to show me your phone before I can give it to you" I told him that my name should be sufficient enough. I said I don't feel it's necessary to show you my phone. He refused to give me my food even after I told him that what he's doing is considered theft and that I would call the poilce. So after multiple attempts, and complete disrespect from the employee to get my food, no manager was involved or solution other than displaying my personal property. So I called the non emergency number to report the theft. As I was on the phone a younger girl who I assume was the manager came to the window, and asks my full name for the third time, my phone number, what I ordered, and what the total was. After this information was given she rudely tossed me the food and shut the window in my face.

This whole thing was completely absurd. I recommend this establishment seriously look into their customer engagements, employee behavior, and there online order system. I recommend establishing a system where an order number is generated and ask the customer to give the order number at the window, since apparently a name on the order isn't sufficient. This was my first time eating at this restaurant and it will 100% be my last. It's a shame too because the food...

So I guess I didn't realize that this is only Spanish speaking to order. I said number 4 and they said 12? I said number 4 please. They said 12?? I said number 4 the Monterey Chicken. They said ok anything else? I asked if I could buy just a quesadilla without getting a whole meal? The lady was speaking in Spanish then asked me to pull forward. She spoke in Spanish to another lady and they both were trying to understand what I wanted. I asked again if I could get just a quesadilla and not a full meal they said yes and my total would be $8 and some change. I said that seems low and asked how much the 2 items each were they said you wanted just the quesadilla and it's $8 I said no I wanted a number 4 Monterrey chicken AND just a quesadilla not a meal then inquired why a quesadilla is $8?? They said that's how much the number whatever is. I said ok sorry again I don't want an entire meal, they were confused. I said ok so the number whatever quesadilla comes with sides right? She said yes. I said ok so that is a meal and I don't want a meal I want JUST the quesadilla. She said so no Monterey chicken?? By this time I realized I should just leave because I wasn't equipped to order as I don't speak Spanish and the two women continued to speak Spanish to each other and I wasn't sure what was going on so I said ok just give me the Monterey Chicken and forget about everything else they said are you sure? I said yes and thanked them. We drove to Fasttaco so I could get JUST a quesadilla and the line was long so by the time we got up to order my food my wifes Monterey Chicken was cold so I ordered her something there also and they graciously threw the Regio Chicken into their trash. I just wish they had a sign that said you have to order in Spanish and I wouldn't have wasted any...

I had an online order. I pull up to the drive through, was greeted and I say I have an online order. The girl says, “you do?” Already I’m feeling iffy like maybe they didn’t get my order. But then another woman gets on the speaker and I’ve already said three times I have an online order and either got an unprofessional response then complete silence. Finally, I’m told to pull around to the window where a friendly woman gives me my food which happened to be ready to go. They gave me double the tortillas and a salad I did not order. The beans were delicious with a lot of broth so more like a flavorful bean soup with chunks of meat and veggies. The rice was good but a bit too salty for my taste. The half chicken was cooked well, had good flavor and a slight bit on the dry side. It was four mostly smallish pieces of chicken and a full cooked onion wrapped in wax paper. But, I do believe I was given two wings with breast portions instead of a thigh. So, all in all I got two wings with breast portions, the other half of one breast and a leg. I’m a fan of white meat so this was no particular problem to me but others may want to see more dark meat. As for the sauces, I did not get what I ordered. I requested the chili Arbol salsa and received green sauce. I highly enjoyed the green sauce though much more than the regular red sauce they gave me which was very bland and did not complement the food as well. Everything was fresh and hot and I will come back but I will check my order next time...