Pollo Regio — Restaurant in Fort Worth

I just want to thank the manager JOSEFINA for being so kind and generous. I had the worst experience at another location (BEACH to be exact). That store on Beach is ran by people who don't care about their customers. I called this particular store to get corporate information to file a formal complaint. Josefina not only took the time to listen to my experience she also apologized for their wrong. She made it right by asking the right questions, she was actually concerned and assured me that this is not how Pollo Regio conducts their business. She took the time to help me and made my food fresh. Again this was not her issue nor was she entitled to help me at all. However, she took the time out of her busy day to make someones else wrong, right! POLLO REGIO, all I can say is that you hired a woman who truly cares about your company and also the consumers such as myself. THE ONE ON BEACH STREET SHOULD GET RE-TRAINED and perhaps learn from JOSEFINA. Thank you once again for everything you did to make this right. Not sure if these stores are franchise stores or owned by the same owner. As a business owner myself, I would never allow this type of conduct from my employees. (referring to the one on BEACH) Furthermore, I suggest retraining your BEACH location management. They are absolutely clueless as to what customer service truly means. Thank you JOSEFINA you are an amazing asset to POLLO REGIO and I hope they appreciate...

We place our order I ask one of the employees to make our chicken well done we wait for 30 minutes and we ask if the chicken was almost ready so one of the employees told us that they forget about the well done so we have to wait another 10 more minutes so the manager can to us with the chicken that it was supposed well done put it wasn’t because he got it from the front so we told the employe again that it wasn’t cook all the way they brought us another chicken that it wasn’t well done either you can even see the blood that can cause salmonella, this is very unhealthy for your customers especially for kids and older people YOU GUYS HAVE TO BE MORE CONCERN ABOUT YOUR TEMPERATURES BECAUSE THIS CAN SEND SOMEONE TO THE HOSPITAL QND YOU NEED TO TRAIN MORE YOUR EMPLOYEES AND SPECIALLY...

Usually have really good food. Went to the drive thru and was given the wrong food. I got where I was gonna eat realized called immediately was asked my name and phone number what I had and was told not to worry on keeping the receipt they had it noted. I just called to get my order replaced was given a big runaround and my one combo was treated as if I were doing wrong by calling ahead to get this taken care of. I now wonder why I was asked my name and phone number etc because supposedly that wasn't noted or found. I don't normally do this but the one meal was costly and I couldn't eat the other wrong food given the day I ordered it. I just wouldn't expect to be treated so bad and to get the 5th degree just trying to get the meal I should've gotten in...