Went to Pollo Tropical in Altamonte Springs this evening and left super disappointed. I ordered the 1/2 chicken dinner with the rice and beans plus 1 side. As you see in my picture attached to this...it was $9.99. The cashier then broke the news that the price displayed on the menu is no longer valid and that I would have to pay separately for each side.I asked to speak to manager and she was unwilling to honor the menu or propose a solution. So I asked for a refund. This is deceptive business practices and they should not put a price change into effect until they change the menus first! Therefore, I have little choice but to give a 1 star rating for the zero empathy the manager had.
The food was decent and packaged properly, but the customer service was awful. The gentleman taking our order had no personality, shoved the menu into my hands, I asked him a few questions and got ghe "I don't know and I'm not sure". When I got to the window there was no welcome statement, just how much the cost was. It would have been nice to hear good afternoon, can I help you, or thank you upon leaving.
I love the food, but the altamonte springs location is the worst in Orlando. I waited 20 minutes in the drive-thru for a ceaser wrap.. it wasn't even wrapped, it was loosely thrown in the bag, no napkins, barely any dressing. This isn't the first time I've had this experience. Just be warned before you come to this location, they don't care.
As you enter, the first thing you notice is the crackling of the loudspeaker when the heavy bass music is playing. The speakers continued to crack as the loud music played throughout our meal. While standing in line to order, there was a heavy layer of dirt buildup on the railing. A dirty black buildup was covering the tile floor and baseboards. The tables were sticky and appeared to have been wiped with a dirty cloth. The benches and chairs were all filthy. You could smell a dirty, moldy smell in the dining room.I love Pollo Tropical and have been a fan for 30+ years. I have been to this location many times, but not in the past two years. It does not appear to have been cleaned in a long time.I was looking forward to the food, but felt uncomfortable and wanted to leave.I ordered the quarter chicken meal with black beans. The chicken was moist, juicy, and full of flavor. The black beans lacked any spice or flavor. The bread roll was dried out and hard. My daughter's meal was also good, but the yellow rice was cold and had no flavor.I was very disappointed with this location and the food.
My girlfriends car broke down in their drive-through, and the employees were SO helpful. They first sent a girl out to try to jump it, and when that didn't work, 6 guys helped her push it out of the drive-through. They were amazingly understanding and helpful. Awesome customer service. Thank you so much!
My husband and I went to pollo tropical after shopping. We were having a great day and decided to order the crispy chicken Cuban sandwich. We waited and got our food to sit down and realize the gave us the greasiest pork Cuban sandwich we had ever seen. OK no big deal we went to the counter to let them know there had been a mistake and asked them to fix it. The pork they use is too greasy for our stomachs and I let them know that.That's when we got a huge attitude. the kid was extremely rude giving an attitude to me and my husband. Slamming things around making our new sandwich. And turned around and sarcastically said to my husband do you want the ham cause that's pork too. It was a comment that was uncalled for and completely ruined our day. We didn't even eat our sandwiches we put them in a bag and left because we were too disgusted and upset at how we had just been treated. Not to mention how dirty everything was in the kitchen. Or how we had to stand and wait for our drinks for 10 minutes . We will never go here again. The kid that was rude and was bilingual should be fired for treating customers so poorly when it was Noone fault but who took the order. I will be calling corporate because no one should have to feel as belittled as my husband and I just did
Tables had not been cleaned between customers. A lot of trash was on the floor. Food was good. Staff seemed friendly. I asked for Cilantro dipping sauce but they forgot to put that in the bag. They always forget that, lol.
Manager on staff at 11:45am on 11/24/21 is AWFUL. Placed an order for pickup through their website and upon arriving for counter pickup, was informed one item was out of stock. The worker offered a replacement item but I requested a refund instead. At this point the manager comes over and is incredibly rude from the beginning. Apparently to get a refund of an item that is still available for online order but is out of stock, I have to call corporate/customer service. For like 3 bucks. This is ridiculous in of itself but what really makes me angry was his whole attitude. First with the "You'll have to contact Doordash," I didn't use door dash I used your website to place order for pickup and he goes "Oh its not our site its cooperates"I understand things are out of stock all over the place but this is utterly unacceptable. It being purchasable is just annoying, having to contact corporate for a refund is even worse, but this manager was disgustingly rude about the whole situation and that was the worst part. Awful awful awful.
The food was very good
Absolutely delicious chicken, you can just buy a chicken to take home. So glad we did!!