Pollo Regio — Restaurant in Grand Prairie

I ordered take out today before going to work. If I hadn't been in such a rush to get to work, I probably wouldn't have paid much attention to the time I was waiting in line before I had to put my truck in park, turn the ignition off and walk inside to pay for my order and pick it up.

This was all because the person in front of me must have ordered an item that required them to make it fresh and take longer than the average order.

There were others in line as well behind me who waited at least ten minutes before I took the initiative to go inside.

Once I got inside, I advised the cashier of my order. It was sitting on the counter ready. I was disappointed that they didn't advise the person in front of me to pull aside and tend to the other orders behind her, but that's neither here or now. I just gave a suggestion.

The real problem that I have with this order is the quality of the chicken and the packaging.

Since when did they start putting the chicken in a box with paper? I would have preferred the old method using foil paper to keep the juices and flavors sealed in for taste. I ordered the half chicken meal, which was around $18. I received old, dried chicken.

I'm leaving this review simply because I've been a customer of Pollo Regio since the beginning. I'm not pleased with the new to-go boxes. It's giving Boston Market or Golden Chick Rotisserie chicken and not the flame grilled chicken I'm used to.

I always say, "If it's not broke, don't fix it!" I'm usually a person who cooks their own meals at home, but when I come outside for something to grab when I haven't had time to cook my lunch for work, I tend to go somewhere that's similar to a home cooked meal. Today, Pollo Regio missed that mark. I truly hope they listen to the customers and continue using foil paper on the to-go orders. That truly makes...

Went on a super slow Sunday lunch time, literally no one in line or dining. Ordered a few items including a salad and order was repeated to me several times and was accurate. Pulled up to the window and every single person is on their phones... literally every person I could see working. I mean I know it's not busy but put the phone away for 2 minutes when you have a customer at least. Order was completely messed up and no salad was input. When asked about the salad lady swore up and down I never ordered it. After becoming frustrated I told the lady at the window.."maybe if everyone wasn't on their phones the salad would've been on the order". Lady said she would make the salad on the house and proceeded to hold me hostage for an additional 10 MINUTES FOR A SALAD. I sat in that line for the better of 15+ minutes with absolutely no other customers on site. After getting the salad I was trying to tell the woman I wasn't trying to get something for free and then she proceeded to act like she didn't speak English. When I told her again in Spanish she was shocked.... never again at...

The people at the drive through don't even know their own menu. I order a pound of sausage, and when I check my order before I drove off, they had only place two small pieces of sausage in the bag, not even 3oz worth, when I told them about it, they said that they didn't sell sausage by the pound ( it's on the menu board by the speaker) so I asked for a refund and they gave me the money back without the taxes, so I had to again tell them to give me the right amount. This is not the first time I have issues with the people in the drive through. I would think that at least they should know the menu they offer and how to properly do a refund. Also the guy at the drive through was actually really polite (Jorge) but the young lady in charge was rude and seemed to be upset because I I asked for my money back. Plus she wasn't wearing a mask. It is unacceptable to not wear a mask if you're working with...