ComplaintsforPollo Regio
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Complaint Details
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Initial Complaint
04/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On January 13, 2024 i ordered food from Pollo Regio's website directly (not using a delivery app) for a total of $160. They sent a notification saying the food had arrived and it never did. When I called the store, the person in charge said it was not their problem but of the delivery app, even though I did not use an app but their own service. I asked for a refund, called a number of time in the following days to get one to no avail. I placed a review on ****** maps and they replied saying someone would contact me and they never did. I am requesting a full refund for this.Business response
05/02/2024
Customer posted review on ****** on 1/16/2024 and received a reply that same day requesting that he email us so that we could address this issue. Our Review Tracking platform does not allow us to see emails or personal info so we request all customers reach out to us via email. Included is a screenshot of our response to this customer. As of 5/2/2024 we have not received any form of communication from this customer. Furthermore, as this was well over 30 days ago, we cannot provide a refund as all sales are final after 30 days.Customer response
05/02/2024
I am rejecting this response because: It is the same response that they will inform upper management that I received by phone and in response to my ****** Maps review. However there is no resolution in the form of return of what I paid for a product I did not receive.Business response
05/02/2024
Customer posted review on ****** on 1/16/2024 and received a reply that
same day requesting that he email us so that we could address this
issue. Our Review Tracking platform does not allow us to see emails or
personal info so we request all customers reach out to us via email.
Included is a screenshot of our response to this customer. As of
5/2/2024 we have not received any form of communication from this
customer. Furthermore, as this was well over 30 days ago, we cannot
provide a refund as all sales are final after 30 days.Business response
05/02/2024
Customer posted review on ****** on 1/16/2024 and received a reply that
same day requesting that he email us so that we could address this
issue. Our Review Tracking platform does not allow us to see emails or
personal info so we request all customers reach out to us via email.
Included is a screenshot of our response to this customer. As of
5/2/2024 we have not received any form of communication from this
customer. Furthermore, as this was well over 30 days ago, we cannot
provide a refund as all sales are final after 30 days.Attachments: ss025.png Initial Complaint
02/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ayer 10 de febrero hice un pedido en lÃnea y nunca me lo entregaron, pero si cobraron Yesterday, February 10, I placed an order online and they never delivered it to me, but they did chargeBusiness response
02/14/2023
The customer did not reach out to us about this issue initially otherwise this would have been resolved when they did reach out. We have found their order in our system and are actively working with the delivery provider to get this refunded as soon as possible. We have the customer's contact information and we will send confirmation of the refund as soon as it is completed.
El cliente no se comunicó con nosotros sobre este problema inicialmente; de lo contrario, esto se habrÃa resuelto cuando se comunicaron. Hemos encontrado su pedido en nuestro sistema y estamos trabajando activamente con el proveedor de entrega para obtener su reembolso lo antes posible. Tenemos la información de contacto del cliente y le enviaremos la confirmación del reembolso tan pronto como se complete.Customer response
02/16/2023
I did an order online.
But the order is was canceled.
The business (pollo regio) charged me, but I did not receive the order.
*** **************** ********** **** *****Business response
03/20/2023
Attached is the response we received from the delivery provider on this order. They confirmed that this refund was processed on 2/10. As this is now past 30 days we would not be able to make any further changes to this order. If the customer does not see their refund reflected in their account, they would have to dispute this with the bank.
*** **************** *********Initial Complaint
06/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 06.06.2022 I placed a delivery order in the amount of $97.54. It was directly on Pollo Regios website, not a third party. I called the manager, the manager said he'd look into it and call me back. He called me back, but disconnected the call without knowing what the outcome would be. I've called the store about 20 times (cell phone and home phone) and no one will answer. I need my refund!Business response
08/04/2022
Business Response /* (1000, 7, 2022/06/24) */ We have reached out to the customer after receiving this notice and this has been handled internally.Initial Complaint
10/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I received an order that was not what it should have been I ordered 8 tacos and got half of that. Then I contact their customer service and they pretty much tried to sweep my concerns under the rug and tell me that what I ordered was mistaken for a meal. My receipt clearly reads "8 tacos" and they want to continue to tell me I was only charged for a meal with 5 tacos. Except I never got a "meal" which includes rice and beans I got half the tacos I ordered and nothing else. I'm tired of being blamed for a mistake this crappy company made I hope you can help with this example of horrible customer service I'm so perplexed of the attitude of this company and I will never be doing business there again.Business response
02/07/2022
Business Response /* (1000, 14, 2021/12/15) */ ***Document Attached*** My name is Benito Lopez and I am the manager of Customer Service for Pollo Regio Corporate. I also personally spoke with the customer when they initially made their complaint with us. I attempted to explain to her that the store simply misheard her order and gave her our menu item #8 which is our 5 taco meal. I apologized for this confusion and had the manager process a refund for her meal which I have included a photo of. if you need any more details, please feel free to contact me at ************@polloregio.com
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.