Pollo Regio — Restaurant in Dallas

I was a loyal customer to this location. Whoever read this review from management can search my name and see how many times I ordered either online through app or in-store.

Today I had horrible experience. The employee name IRIS, had my order. I ordered Whole Grilled Chicken online. It was already paid. I came to the location and picked up the order then came home. When I opened the bag, I noticed that It wasn't whole chicken, It was half. Even though I was upset, it happens. No worries right? So I drove back to the location and told them that I have ordered whole chicken but it was half. Can I get the whole chicken order? This employee IRIS said " NO, I PUT IT MYSELF WHOLE CHICKEN. YOU PICKED UP THE WHOLE CHICKEN" I said look, I picked up the order and came home and it was not the whole chicken. That's why I came back. She was keep saying loudly that " YOU PICKED IT UP THE WHOLE CHICKEN, I PUT IT UP MYSELF " At that point I was really disappointed and embarrassed the way she was talking to me in front of other customers loudly that I picked up the whole chicken. Then she bring another half of chicken and said " THERE YOU GO, YOUR OTHER HALF OF ORDER " At that point I said, I don't want to get any order from you guys and I need to file a complaint about this behavior. She called her manager. He was literally sitting at one of those customer table at the time. His name is PEDRO. He came and he didn't even listen to my story he literally went back right away and came back with a paper and saying, " HEY THIS IS YOUR REFUND " I told him that I am a long time customer of this location and this employee of yours literally claim that I took whole chicken order but came with half, that means that I am lying or stole it, this is unacceptable. I asked him any phone number or e-mail that I can file a complaint. He said NO. They don't have anything. He said go ahead and file a complaint online if you can find the website.

He refuses to give me any information about complaint and he suggested me to go Google and search for it.

I am working for non-profit organization that I was oftenly ordering food for our clients and I was usually trying order from Pollo Regio locations across Dallas.

I will never ever order food from this Company ever again.

They can literally make you a liar or thief in front of bunch of people even though you are a loyal customer of them.

And the employee name is IRIS was laughing all the time and she was keep saying go ahead and file complaint.

What a company to have that kind of employee to have disrespectful behavior to their loyal customers.

And thanks to Manager Pedro for doing nothing.

I am asking again to their management to search my name and see how many times I have ordered from this location.

Good luck to you guys If you guys keep...

We went to dinner in a half hour before they closed. The ladies were courteous, not friendly, but helped me quickly. They understood exactly what I wanted and entered my order. The only thing I was disappointed on was that the cashier did not ask if I wanted corn or flour tortillas. The corn are the cheap store bought ones and the flour are the ones that they make there which are delicious. I had to take one pack of my tortillas back to the cashier and exchange it for the flour ones.

The chicken came out quick and hot! They were already closing down the salsa bar but the lady let me get all the salsa I needed.

The chicken was hot, fresh, delicious, and well seasoned. Even my brother, that hates chicken, loved it! The beans and rice are always perfectly cooked and full of flavor. I especially love the whole onion that comes with the chicken. Everything was delicious! I highly recommend eating in, so you can get the free chips and Unlimited salsa bar.

The place was very clean, and no one was eating in. The drive-through on the other hand was super busy. A couple people came in to pick up to go, but that was it. The one thing I really didn't care for was the fans constantly on in the dining room Which pushed air on me and it was already a cold day. I had to keep my jacket on.

This is my absolute favorite rotisserie chicken place. It is the best place to get chicken over any other chicken place. We normally get the french fries, but forgot to get them this time, and I highly recommend them! They are so crispy and delicious in the...

Update September 3 2021

I have to share that I have been a customer since this location opened but this will be the last time I give business to this location. It is totally ridiculous that being such a busy business they do not have fixed the air conditioning, this location has been like this for months. Not only is it unfair to customers but they are taking advantage of employees. If the lobby is hot, imagine the kitchen conditions. Totally ridiculous. The working conditions here are deplorable and I will make a call to the city as soon as possible to inspect the conditions of the employees and the food.

Review given Two months ago….. the air conditioning was not working properly……

Love to come here in the mornings when I have my lunch hour. The place is always clean and the crew are always ready to help. The salsas are the best in town. This is a real Mexican pollo flavor. The pollo size are perfect I notice that at Town East location the pollos are smaller and never have the salsas that I like. I love that the manager take the time to come around to the tables and check if everything is ok. Beautiful Customer service, one is f my favorite...