Pollo Regio — Restaurant in Dallas

The worst experience ever today during our first visit at this location. We will never go back to this location. We went through the drive thru and ordered our usual, chicken, rice, beans, extra of the rice and beans and extra sauce. 2 cokes. After placing our order we were in line for 8 minutes or so until the truck in front of us moved up to the window. No biggie. We waited behind the truck, who paid and was waiting for his food, for about 10 to 15 minutes. He gets his items and leaves. We pull up to the window and NO ONE approaches the window. We wait for another 15 minutes honking, waving at the people walking past the window several times and nothing. We proceed to honk until my fiancé is so infuriated we pull away and park the car so he can go in and see what's up. He walks inside and they don't even have our order up and the lady is so rude telling us no one was as the window. It's 100 degrees outside. Do you honestly think I want to sit in a drive thru for 30 minutes in Texas in the middle of summer for you tell us we weren't there? How would you know when no one even came up to the window yet we saw women walk past it at least 8 times!? We even honked! On top of the woman being rude but our order didn't exist so we had to reorder inside and didn't even get the drinks. The LEAST they could have done after making us wait that long is offered a drink yet we didn't even get the ones we ordered. The absolute worst customer service in the world. The rudest lady. What's the point in ordering at the drive thru box if our order was never rung in? Terrible. The only reason I put one star is because I couldn't give them anything less. Do yourself a favor and go anywhere else in...

How can you still get an order wrong when you ask to NOT have something on it?! I literally asked for NO SOUR CREAM on my nachos, I was very clear and specific about this, even said it over 4 times, yet there it was! A big, giant slab UNDERNEATH over 2/4 of the nachos.

Now...lets talk about the DISASTER of nachos I received! The chips were completely soggy, soaked up by the CHEESE SAUCE, SOUR CREAM, QUACAMOLE and the juice from the pico de gallo. I literally had to SCOOP all of the sour cream out with a spoon, and still was unable to remove it all. The steak meat that I ordered was just thrown on top of it all, which leads me to believe that these nachos were sitting there for a while and they only added the meat in hopes of getting rid of the entrée. The chips were sooooo soggy, that I attempted to eat it with a fork, which still didn't work. It might as well have been cornmeal instead of chips. Those "nachos" were about $10!! That's what you are going to give to people who are spending money at your establishment?! Some sorry excuse for nachos that Taco Bell could have done better at a fraction of the price??

Lesson learned. I WILL NEVER COME BACK TO THIS ESTABLISHMENT OR ANY OTHER...

If i could rate them a 0 i would :) ordered from this location on friday, unforturnetly i paid online and i needed to cancel the order, i called and even went up to the location to get a refund and NOBODY was able to give me my money back APPARENTLY pollo regio dosent offer refunds spoke to the manager who then let me speak to Freddy the supervisor who was also noooooo help. They provided me a number to call since once again they dont do refunds (BS) i called and it was a number to olo which only work directly with pollo regio employees and confirmed that the resturant INDEED does do refunds at the location, so THANKS FOR TAKING MY MONEY didnt even get the food on top of that, in conclusion i will not be returning to this location and will be steering anybody i know far far away from here.

UPDATE**

After leaving a review and reaching out to customer service they were able to address me a FULL refund and apologize for the inconveniece so now i am considering coming here again and leaving that in the past,...