Pollo Regio — Restaurant in Lewisville

Ordered $62 of food online with delivery. More than 1 hour later no food. Called store and they said Lyft driver picked up the food 45 minutes ago, it should be there soon. 1 1/2 hours later, still no food so, we called the store to get a refund. Manager said she can't find the order. Then she asked if we picked up the order. She explained they have no drivers and we explained we ordered from their website with delivery. I asked her who picked up the food and she says she didn't know. We asked for a refund and she said we have to contact the corporate office. Their website order support says contact the store directly. When we told her that, suddenly our online order showed cancelled and she asked us to come to the store and she'd make the order for us. Get to the store, still no food delivered after more than 2 hours and she made no attempt to make it right, just wanted to charge us all over again for the food. Now it's 2 1/2 hours later and we had to drive to the store. No offer to offset the cost for all the mistakes. I'll never go there again. Horrible experience, horrible...

I recently had an extremely disappointing experience at Pollo Regio in Lewisville. From the moment I walked in, I felt unwelcome. The staff barely acknowledged my presence, and it took several minutes before anyone approached to take my order. When they finally did, the cashier was rude and acted as if my questions about the menu were a bother.

The wait for my food was excessively long, and when it finally arrived, it was clear that quality control was not a priority. The chicken was dry and overcooked, lacking the flavor Pollo Regio is known for. The sides were equally disappointing—bland and cold, as if they had been sitting out for hours.

The dining area was another letdown. Tables were left uncleaned, and the floors were sticky and littered with trash. It was evident that cleanliness was not being maintained, which made the whole experience even more unpleasant.

Overall, the lack of basic customer service, poor food quality, and unsanitary conditions made my visit incredibly frustrating. I left feeling thoroughly dissatisfied and will not...

Horrible experience after spending hundreds on food here. I returned because my order was wrong by very minor things. I expected the things that were wrong and missing to be given to me on the side and I would be on my way. Instead I was called a liar and told they would not do anything. The manager went back to check the cameras and had me wait for atleast 25 minutes. After being told I was wrong, I asked to see the camera.. only to be shown a very brightened screen that would not allow not even the best of eyes to see the prep table clearly. At this point I didn’t care to get the food or missing items, I was upset that I was being called a liar. On top of that.. trying to be played for a fool. The lady who wore the GM tag said she had NO authorization to correct my order. Very ridiculous. And to add, after she checked the cameras she returned without her name badge. That’s very weird for someone who says they are not...