Pollo Regio — Restaurant in Carrollton

Date and time of service: 2/21/2023 ; 5:58pm

Location: 1924 E Belt Line Rd Carrollton TX 75006

I will begin by saying I have visited this location numerous times and have previously recieved great service.

Today was very different. Upon pulling up to the drive-thru I ordered 2 entrees and 1 large pineapple agua fresca. When I pulled up to the window to pay and get my food the girl at the window (Michell M) asked for my order again. I reminded her of the order and she asked if I ordered a Jamaica. I corrected her and said no, pineapple. She said they dont have pineapple. As I handed her my credit card I said "oh ok then no agua fresca you can take that off". She said ok and rolled her eyes closing the window. She printed a reciept but did not hand the reciept to me after running my card. I figured she was using the reciept to ensure the correct items were bagged. When she handed me the bag still no reciept. So I asked for a reciept. She handed me my reciept and in doing so she asks me if I would take a soda de manzana. I said no. She said "well its because I still charged you for the agua fresca". I reiterated she was asked to take that off before running the card. I said I wanted a manager to refund me the cost of the agua fresca. She went over to tell Enrique. My husband and I waited at the drive thru window for 15 minutes. Michell came back and asked us to park in the front of the building and the manager would be out to fix our issue. We asked her who the manager was and she pointed confirming the man we thought was the manager, Enrique. She said "we need to tend to the rest of the line and there's only two of us here".

We drove around the building to park and my husband went inside knowing they had no intention to make this right. Michell never even once apologized. When my husband went inside he again had to wait in line behind 3 people. As my husband was waiting he noticed they did in fact have pineapple agua fresca behind the counter. Also, there were 4 employees working behind the counter. By the time he made it to speak to the manager; Enrique motioned Michell over to take his order. Completely having no regard for a customer they said they would take care of. Once they realized who my husband was they began quietly talking with their backs turned to my husband. Fed up with their service my husband called out to them "I need a refund". Enrique performed a full refund transaction. Note that Enrique never listened to the issue we had with Michell's service, offered a solution, or apologized. By the time we got home our food had been sitting in the bag for 1 hour when the location is only 4 minutes from our home.

When exiting the restaurant my husband ran into another man dressed as a manager, black slacks and red shirt. He identified himself as a district manager. I wish we caught his name because the district manager was willing to listen, very attentive and professional. My husband explained the experience of our visit and the district manager said it would be addressed right away. Whether or not it was addressed we will never know. Needless to say this was an extremely unpleasant experience.

My hope is that by leaving this review leadership will hold the Pollo Regio employees to a higher standard of service. Thank you for your time and efforts to make Pollo Regio a pleasant place in our community.

I tried to submit this via the Feedback page on the Pollo Regio website. The form would not allow me to submit because the "location" field was invalid and no drop down box was available. I also searched for a customer service contact but didn't find anything on the site. So I had to download the App to find some form of contact. Hopefully this reaches the...

I went here for the first time this evening and the Manager was very short with his responses and unkempt in appearance. I got home to discover they had not given us one of the dinners. I called and a lady that didn’t speak English answered and put the Manager on the phone. He told me I left my food there. No, it wasn’t given to me. I told him I don’t live very close and asked if I would be compensated for the trouble? He started talking to someone else and then said “are you coming back for your food?” I told him I was on my way and asked again about compensation? He said “just tell us next time and then he told me I could get a drink.” When I got there, the lady in the window was very nice and the Manager was nowhere to be seen. I told her that he said “the next time I come in my meal would be free, but didn’t know how they would know?” She asked if I had the receipt and I guess went and found the Manager and he signed the receipt. I feel like the Manager should have handled the situation better and face to face. The girl working in the window was very courteous and the...

Some poster a couple of months ago had posted that they always give you the wrong stuff. Admittedly I have only ordered to go a couple of times in the last two weeks since I've been hunkered down in Dallas working remotely and both times my order has been messed up. First time I got all 4 sides of beans and no tortillas and the next time (today) I got four sides of rice.

The chicken is excellent. They probably use MSG because the taste is addictive. By far the best chain of Charbroiled Chicken restaurants I've ever eaten in. HOWEVER, they need to start selling chicken a la carte. So wasteful to get a side of rice and beans that will be barely touched. If you sell a half chicken combo for 10 bucks then sell a la carte for 8. Frankly I've been discouraged from ordering more meals for the family in staying with because I can't justify paying extra money for all those sides. Let me add half a chicken by itself and I promise I'll keep ordering the full chicken combo. In Contrast, you can get a whole rotisserie chicken at Cowboys (admittedly not as good but a much...