Don Pollo of Briggs Chaney — Restaurant in Maryland

In this post I describe an incident that never should have taken place, along with Don Pollo's eventual response to make things right. What happened at the Don Pollo Briggs Chaney location was simply outrageous. We placed an order and paid for it through the Don Pollo website. When we went to pick up the order we were told it had already been picked up. We were dumbfounded and asked to speak to the manager. We explained that it must have been given to the wrong person by mistake. But rather than express any regret for the mistake and assure us that our order would be ready soon, the manager lied and said that the person who picked up the order had a receipt that proved that the order was his! SHE LIED!! It is not possible that someone else had a copy of our receipt, which was only on my phone. So I showed her our receipt on my phone but she was obstinate. She flatly refused to admit that the mistake was theirs and refused to give us the meal that we had paid for, and refused to refund our money. I can forgive almost anything, but not lying. She must have known that there was no possible way that anyone else could have shown our receipt, but for some reason that I will never understand she chose to ignore the facts and let us leave without the food we had paid for. How easy would it have been for this person to just apologize and make us a new order?

Anyway, I complained about it on the Don Pollo website, and less than 24 hours later I was contacted by Don Pollo's Daniel Godoy, who not only refunded our money and apologized profusely for what happened, but also offered us a free meal at any of the local outlets. He also assured me that being treated the way we were is definitely NOT the policy of Don Pollo. I am happy with this outcome. I am not going to take them up on their free food offer. All I wanted was an apology and a refund. And I will order food from them again, although probably not from the Briggs Chaney outlet.

As for the outrageous actions of the manager that night, I can only hope that Don Pollo, Inc has instructed her not to treat customers that way...

I came into this restaurant with my four year old daughter looking to get some good food after working all day. We ordered and I decided to make another order. We moved closer to the counter and waited for the guy that was packing our food to finish. He signaled for me to come over. I was handed three bags of food and while holding my daughters hand headed to the door. I proceeded to go home and realized later that I didn’t get my second order. The next day around 11 I called to explain how I left half my order. She was reasonable in listening and told me to come in and pls feel the order again with no charge. I called before I was going back to the restaurant and the female that answered the phone first wanted to take my other. Then when started to explain what happened she claimed to not speak English. When I arrived after another long day, the lady was very cavalier, arguing why I did not come back the same night. We went back and forth a couple of times before I asked her name. Then conveniently she couldn’t speak English again. I insisted that is when she reluctantly answered Yasinia. I nicely told her that she my want to move on to another profession because she had horrible customer service skills. before I headed to the door I told her to keep that ish and I’m disputing the transaction with the back.

Horrible Customer Service.

Very Sad, the food is Soooo good! Surprised and...

6/11/23 Went here with my kids order my food to dine in. Then my little son wanted to get something to drink afterwards I asked could I give him two dollars and cash and put the other on card he said it was a 10$ minimum I said excuse me and he said it again with this funny face expressions. I didn’t like how I was being talked to or treated so I ask for refund and he said no they already made it . I did not see a sign with a refund policy saying I could not get refunded I proceed To get my food and he started to talked Spanish to the lady who gave me the food and she started acting weird as well and through balled up paper down really hard

I will not recommend people of color to come here because the Atmosphere is very weird . Also he was the manager . I really like this place and this was a bad experience for me and my kids . Please do better You guys are coming in our community with your food and expect us to take the treatment of unfairness 0/10 for...