Pollo Campero — Restaurant in Houston

I went to eat at this location today with my coworkers and it was my first time trying this place out and may I say I was extremely disappointed and I will not be coming back. They were out of more than one side and had no lids for their drinks. One of my coworkers had placed an order online for us to bring back to her and she gave me the print out with the order confirmation to pick up.

When I proceeded to pick up I told the lady at the counter I had an online order and gave her my print out and she didn't even look at the paper and said, "I don't have an online order".... I, again told her to check again because I had a confirmation and she repeated she didn't have one... she then proceeded to point at their order screen in the back and said, "see, look! no order"... I then AGAIN told her that it was already paid for and it was placed at the right location. She was very rude and even told me to go around the counter to look at her screen because she didn't have the order... She then proceeded to yell at someone there and complained about the order not being there and was worried if the money had gone through. She did end up giving me the order BUT it took a whole 15mins of arguing.... that is unacceptable. This place needs new management and need to get with their supply chain to make sure they have what they need to operate and serve...

I used to think this was the best tasting fast food chicken in the US . The flavour is still there , but the service stinks. I used to look forward to going there once or twice a week , but this location? No, not anymore. 1st . The price went up and it's been after inflation. Not worth the price. 2nd. The people at the driver thru are not as polite as they were. New group of people and very confusing and rude .They make things more complicated and still gave me the wrong order in spite of me talking to them when I got to the window. There were 2 of them and one of them made matters worse, she might have been a manager. 3rd. After all the confusion I still paid for the food and normally I'd get a survey with the receipt. I actually saw her( possible Mgr) crush the survey part of the receipt and threw it in the trash, and hand me the receipt of the card that I paid with. 4th. When I got to eat the chicken a few minutes later, , some of the chicken was dry, like it had been under the light for hrs. I was hungry so I ate it anyway. Overall I won't be going to that location anymore. I'll try other locations and see if it's a company wide...

The staff here including the manager or whoever the guy in the black shirt is needs retraining on how the rewards works. I placed a mobile order and when I went to pick it up, I got a notification from the Pollo Campero app that I have a coupon that expires today so I decided to redeem it at the counter when I pick up the order. However, when I tried to redeem it at the counter, the cashier in the orange shirt freaked out and called the manager. When the manager came he said that I need to make a purchase to redeem the coupon which isn't true as this is not the first time I was sent this coupon, so I told him I'm just going to redeem it in the app by placing another mobile order which worked just fine without having to "make a purchase". They made me feel like I was asking for free stuff out of their own pocket not that the company they work for is the one who offered it to me. The company is trying to get customers to use their mobile app more by offering incentives and a rewards program, yet when you go to the store the staff don't know what you're talking about and this is a direct result of the management not doing a good job training...