Pollo Regio — Restaurant in McKinney

To whom it may concern,

Todays experience has surpassed all other complaints I have experienced at ( Pollo Regio Mckinney TX) location. It’s lunch time and of course I say Pollo Regio sounds delicious right now, well there is a line all around the building. I get there to the drive thru, 15 min noone is taking my order. Im screaming Hello anyone there! I don’t want to move forward to the window knowing this can possibly cause other order to be handed out incorrectly. So there is a delivery man outside I ask him can you please let them know I’m here noone is answering donI move forward. Delivery man walks in, walks out and lets me know they will be right with me. So I’m patiently waiting at this point Im sure the cars behind me are upset we aren’t moving forward. SonI decide to call the store and let them know once again Im waiting, the lady on drive thru is “ I didn’t hear you, I apologize” I mention to her upset I’ve been waiting You all were told by the delivery man and I still called you. She takes my order finally comes back with the order and apologizes again and mentions they manager was the one told by the delivery man and she failed to tell her ( cashier on drive thru). Manager (when I asked she claimed her name was Sylvia) over hears her (hostile environment) and gripes at the cashier on why she is saying what she is saying about her. So I ask to speak to the manager. I asked her if she knew she was told a truck is waiting outside on drive thru with no response why didn’t she mention it to the cashier or go out there and tell me, “We are sorry please pull up so we can take your order our drive thru dis not detect your truck”. She replies back with “ Im busy”! At this point I’m stunned with her reply!

So I ask her for her name and her district managers name and number. She comes back gives it to me. She is literally saying yes go ahead and place your complaint call him and have a good day.

I call the number she gives me and I got a wrong number response. I call the store back several times no answer. I wait a hour to call back and someone answers. I asked for the District managers number again and she says let me call him (Luis Sanchez) see if its ok to give you his number. He is on speaker so I can hear what he says, his response to her, “who is she and what does she want” the lady says she has a complaint he says “ No don’t give it to her she doesn’t need to know my number, she can come by if she wants to complain on the weekend when I am there”!

He himself is as rude as can be. He could have said ask her for her number I will give her a call back to listen to her complaint. Idk something more of a actual concerned manager of their stores.

If people don’t like their jobs or are having a bad day that is not the customers fault. OVER ALL worst Pollo Regio Ive been to! As I mentioned earlier, this isn’t the only complaint but the one that has topped it all off. Rude and Lying management...

I’m so disappointed I’ve been a loyal cost to Pollo Regio today I got a coupon code on my app. I was super excited to stop after work and pick up some food for me and my children and my husband upon doing so my app glitched the cashier saw the app and told me to re-download it, so I did, I even showed her the email I stepped to one side and told her to take care of the customers and she kept exiling rolling her eyes and asking me if there was anything else I was going to order. I told her kindly to be patient and I tried to download re-download the app she was so condescending I felt so embarrassed. I told her to go ahead and place the order without the coupon again she said ok and was laughing and joking with her coworkers, not paying attention to me or Trying to be helpful when I went to get a bag of chips for my order she told me that I had to buy them. I didn’t understand why because I had ordered so much food and I saw all the customers getting the bags and was told they were complementary. The other lady said that they were complementary which I know is true because I’ve dined here many many times, she kept laughing and joking and pointing I felt so uncomfortable I just grab my food and I left. I don’t know if she was having a bad day, but this is so uncalled, I doubt will ever be back to this establishment again. Nayeli was sooo rude!!! And I saw on my recite she charged me 1.50 also!! Wow … tip: if your having a bad day please leave the bad energy at home! You ruined our...

** update

The wait time at the drive through is ridiculous. Every time I come it's about a 30 minute wait just to get my food. I order at the speaker and still have to repeat my order at the window and that's when they start making my order. I shouldn't have to spend 30 minutes of my lunch break waiting for food.

Update * decided to give them another chance on 02/27/25 and I regret it so much. Ordered at the drive through and repeated my order twice. The worker taking my order even repeated it back to me and fter waiting for about 25 minutes for my food I get it and drive off. I stopped for gas and while I waited I decided to check my food and guess what? It was wrong!!!! The receipt showed exactly what I ordered but it was WRONG! So I went back and had to wait about 5 minutes to get taken care of and they then had to remake my order and wait another 20 minutes again. Let's just say this place is a huge disappointment and there goes an entire lunch break wasted waiting for food. I will never come back to this location again. If I could give yall a 0 I would do it in...