Pollo Regio — Restaurant in Garland

Last night during my visit to the restaurant, I actually was disappointed... I visited new restaurant 30 minutes before closing and they were out of rice, which wasn't a problem. So I chose a different side item instead and chose french fries I had two meals and I asked for refried beans for the other side... Time I got another line actually got home the restaurant was already closed cuz it was already 10:15... I went to pull the food out I noticed I was missing a order of french fries and I asked for refried beans and I was giving charro beans instead of what I had asked for... I ordered a large chips and queso and only received chips for enough for a regular order. Although I only ordered two meals. two side items and chips and queso and my order was still $40. I also ordered a 5-pack of flour tortillas. I'm honestly surprised my order still cost $40 and I didn't even order any drinks.

Was not bothered by the fact that they were out of rice considering the time of day it was but when you offered to replace my rice with french fries then I expect the french fries to be in the bag. The chicken taquitos were overcooked, too hard to eat and chicken was extremely dry like jerky, And I asked for refried beans and got charro beans instead. So not only did they not have the item originally requested, I was never even given the makeup item for my order... So my food was incorrect and now I'm missing an item and your store has already closed.. what was I supposed to do then?

I never have an issue with this location with food quality or accuracy of the order but yesterday they dropped the ball and I was very disappointed... I will think twice before...

Today's meal was favorable but the circumstances where not very pleasant. Since I've only ate at Pollo Regio one other time I was not very familiar with the menu. I asked ND ordered a nacho plate but asked for a soft meat, Barbacoa,. I asked if the plate came with beans and the head person behind the counter said "yes, refried". When I finished placing my order and my quests, I asked for a cup for water. I was told that I couldn't get one, that I could buy a bottle water if I wanted. I asked again and was told no. That she couldn't. When I sat down and my nu.ber was called the waitress said I'll take it to you and brought me a cup for water. I thought that was nice. As I started to eat I noticed my plate was Carne asada a steak not the barbacoa I asked for. It took a minute but I was eventually brought my correct order. Unfortunately it didn't have any beans. When I mentioned it to the head server she argued with me and told me it did have beans, I told her I've eaten all the way to the bottom and no beans, she continued to argue with me. Finally I told her that maybe the first order did but that the second one didn't and she knotted her head. Very unprofessional in my opinion. Although I would recommend the taste of the food I wouldn't recommend this...

For many years this establishment has been the epitome of greatness. Food has always been great, service was always super friendly and very helpful. The store itself is always clean (even the restrooms), and my kids love the game area while we waited for our order. This past Saturday night I decided to head in and pick up a togo order. I always have to go in due to the fact that the drive thru is not designed for larger vehicles at all. The service was quick but the lady taking my order (The Family Pack) wasn't grasping the concept that I needed both red and green salsa and that I needed two extra of each. I told her this when placing my order so I could be charged accordingly. When my order came out I checked the bag that the sauces were in and there was a total of four green sauce and no red at all. I asked the lady who brought over my food if I could have my red sauces and she instantly became cold and unfriendly, insisting she was going to charge me for my extra sauces like I was trying to take advantage of the sauce. When she haded me my soda, she asked if I want it open, and I said yes. She didn't open it at all and I became very grateful for the bottle opener in my vehicle. While the food was again excellent, the customer service fail was a...