Pollo Regio — Restaurant in Mansfield

Ordering went smoothly, the young man on the speaker was very sweet. The order consisted of 1 Tostada and 1 side order of jalapeños. Upon checking the order I found that I was only given 2 jalapeños as the "side order of extra Jalapeños". At this time I asked the young man if I could order one more order of jalapeños and inquired about the quantity in which he responded, "It is $1.08 for one jalapeño." I frequent this establishment often and in multiple locations and I have always received 5 jalapeños in a side order. That being said I asked him if the establishment was a franchise, which would have explained the price difference, his response was a blank stare and shortly after said "I don't know." This conversation led me to believe the sweet young man may not have understood the "side of jalapeños" request, therefore I requested to speak to the manager on shift. The young man promptly went to get the manager. Upon arrival the manager seemed to be tired or frustrated by the sound of her loud sigh when she asked, "What?" I asked once more about the quantity of jalapeños in a side order and she gave the same response as the young man. Out of curiosity, I then asked the manager if the establishment was indeed a franchise and she responded very rudely, "No, it's not. I don't know how other places give jalapeños but this store only gives one." Taken by the rude demeanor I ask the manager for her name in which she rolled her eyes and responded, "Mary". As I was about to ask for a number or email Mary cut me off and said "No, we don't have cards or contact information to give out." I responded asking her for her last name in which she rolled her eyes in response and slammed the drive thru window shut and walked away. At this point I figured I was not going to get my extra order of one jalapeño and left.

Once I made it home to eat my dinner I opened the box to find 2 VERY stale tostada shells, super runny guacamole and shredded chicken that had been sitting under a lamp for hours. The chicken looked and tasted like yellow plastic.

As stated previously, I frequent this chain of restaurants on a regular basis in multiple locations and I have NEVER received this type of service or thus quality of food. I can only hope this complaint is turned into a coaching opportunity for Ms. Mary at the 1151 US 287 Frontage Rd., Suit 103 Mansfield,TX...

Newest update July 2022: added three additional star. This place has seemed to improve greatly from my previously co.plaints. I have visited them multiple time recently and they have alway made it speedy and the order was correct. I will continue to add as things improve. One thing for management the dine-in chips only should be included togo aswell in my opinion especially with COVID being so up and down. High risk people miss out on the chips unless they pay for them and that seems unfair. Previous older reviews below: Ordering the half or whole chicken usually is pretty fast because they are prepared and wrapped ahead of time. Ordering from the rest of the menu can take excessive amounts of time. During my visit five tacos took 25 minutes to box up and there was only one person ahead of me in the inside line who had ordered prior to my arrival. The chicken is the best item on the menu. The food was very good. New visit on 08/22/21 service was extremely slow. Food order was wrong. I had to walk in after going thru thw drive thru to get it corrected. They almost forgot my Carne Asada plate. And then the manager who doesn't seem to speak English at all attempted to translate to me that she wanted a good google review. I am at a loss for how a company with such good recipes can falter so much on their service. I also don't understand why you would hire management that doesn't speak the native lanuguage how are they supposed to deal with customers? I had to tell the young teenager what was wrong with my food so she could translate to...

I had a really good experience at Pollo Regio the other day and felt like it deserved a proper shoutout especially to my cashier, Ashley. I had a pretty big order and was still figuring out exactly what I wanted, but she was super patient and helpful the whole time. She didn’t make me feel rushed or anything, which honestly made the experience so much better. You don’t always get that kind of service at fast food spots, so it stood out to me.

The food itself was really solid. Everything I got tasted fresh and was cooked just right hot, well-seasoned, and overall really satisfying. No complaints at all.

I also noticed how clean and well-maintained the place was. All the tables were spotless when I walked in, the floors looked clean, and the condiment and drink stations were fully stocked and organized. It just gave off a good, put-together vibe that made the whole place feel welcoming.

Ashley really made the experience, though. She was friendly, professional, and just easy to talk to while getting everything together. I could tell she actually cared about doing a good job, and that made a big difference.

Overall, between the great service, good food, and clean atmosphere, I left really happy with my visit. I’ll definitely be coming back and hopefully getting helped by...