Pollo Royal — Restaurant in Framingham

I'll start by saying that we had been long time customers, mostly ordering delivery. All of our house guests have loved the food from this place. Sadly, we will not be ordering from them again after our last experience. We placed an order for delivery through their website. Our confirmation stated the food would be delivered within 15 mins. We were in no rush, and when we noticed that it had been over an hour, we called the restaurant. They told us that the order was ready, but that their street was closed because of the Boston marathon and so there was no delivery available. This came as a surprise since the online order form did not have any such warning, nor did anybody from the restaurant followed up with us to alert us to the eventuality. I asked them to cancel the order, to which they agreed happily. I asked how I would get the receipt for the cancellation and they stated that there should be a "cancel" button in the order form. I explained that all I had was a "thank you for your order" confirmation webpage that I cannot back out of, and they did not know what to tell me. I asked if it was possible to postpone the order for delivery the next day and they said it was not possible either so pretty much tough luck: we were out of ~$80 because they accepted an order for delivery on a day that their streets were closed. I wrote a message to their main location in Everett explaining the issue and 3 days later no one has followed up. At this point my best bet is to dispute the charges on my card for undelivered services and hope for the best. Money back or not, my family will not be getting food from these crooks ever again, which is a shame since this is one of the few places with good Latinamerican food in town....

Do not order food from their online website option, horrible experience. They use a third party app through their online website. The website does not state that the food is actually delivered by Uber eats or doordash. My food was not delivered! I called doordash and they stated they would not refund me and the responsible party was the restaurant itself. The chic from the restaurant then had the audacity to say why did you order from the website and not doordash?? Like WHY HAVE ONLINE ORDERING ON YOUR WEBSITE?? Speaking to the person at the restaurant was like talking to the wall. Stated they are loosing out by making the food again. WHAT ABOUT A CUSTOMER NOT GETTING THEIR FOOD AND LOOSING OUT 80$ Don't promote delivery and the use a third party delivery service WITHOUT actually stating it is doordash or whoever delivers it. So far I have waited about 2 hours for my food to be remade...

The best! The absolute BEST EVERYTHING they make! we love the broiled chicken and the fried, the sides are excellent, especially the royal rice and the cilantro-y cole slaw, the rice and beans and the fried plantains are delicious, too. Everything is so good we haven’t tried the papusa or burritos, which are no doubt amazing bc - i mean - how could they not be amazing? Its just that the chicken and sides are so damned wonderful we get those everytime. ::sigh:: And...