Becka N.
Yelp
As a Jackson Heights resident, I have patronized this restaurant for over 15 years and will not continue to do so after what my family and I experienced on Father's Day 2020. I have been to Pollos Mario countless times and although the service has always been subpar, we have always returned for the food. My family and I decided to place an order for delivery and prior to ordering, called to find out what the restaurant hours were. I was told by a staff member that the restaurant closed at 11 PM. Please keep this in mind as you continue to read my review.
We placed our $170+ order and received three bags of food. Due to COVID-19, my family and I have developed a habit of placing our food inside the house by the entrance for a short while before cleaning it. Once we sanitized and placed the order on our dinner table, we realized we were missing three entrees. In retrospect, I should have checked the bags but due to the COVID situation, that did and does not feel safe.
I contact the restaurant and the woman who answers the phone was very condescending and rude. She says that I should have called sooner, and that she knows that they send the food "for sure" and that the "cameras" show that they send my entire order. She states that due to the fact that we called 2 hours later, there was nothing that could be done. At this point I was aggravated and demanded to speak to a manager.
The manager is rude, does not listen and as others have stated, talks over you. He stated numerous times that he couldn't trust what I was saying and demanded that I send him pictures to prove that I was missing food. I told him that all I needed were my missing entrees, only to be told that the restaurant was closed (at 10:15 PM) and that they would get to my order the next day.
I called the restaurant the next day and told the manager that I did not want the food as I no longer had any guest and that I wanted my money back. Honestly, I couldn't trust this establishment in handling my food after the way they accused me of fabricating a story. The manager refuses to give me my money back and offers a credit... the only thing is... the credit would be VERBAL. Yup, no gift certificate, no nothing. So here is this man doubting what I am saying, yet he wants me to take his word that I will be getting credit. At this point, I was done with them and had my credit card company deal with them instead.
Do yourself a favor and go elsewhere. Do not patronize this place. These people do not know how to run a business, let alone treat their clients with respect. Their defensiveness, starting with the person who answered the phone up to the manager is not the way to go. I couldn't believe I had to send them "proof" and that I spend my Father's Day dealing with an establishment that accused me of trying to steal from them... you don't have to.