I want to speak to a district manager, literally. My parents asked me to pick them up some Pollo. I hopped in the drive thru, big mistake but it was my mistake. Pulled in at 6 and there were two cars in front of me. I didn't give my order until 6:15 maybe 6:20, the gentleman and I could hardly understand one another because of the speaker. I pulled up to grab the food I'd ordered with hope because the person in front of me, with a similar total, got there food and drove off.I waited for a few minutes before being asked to pull into a parking spot. I went in and there was a couple ordering food, nothing crazy. There was no one else waiting, there were a few people sitting to eat, including a family. I waited by the cashier because I decided to buy another side. I watched 6 or 7 people, including the cashier and drive thru cashier start preparing orders. I didn't think I'd wait another 30 minutes. Over the next 30 minutes, I watched people order, wait, and leave with quite a few people complaining that the order was wrong.I finally got my order around 645 and it was all wrong. Every single chop I'd ordered was wrong in some way or form. It took them forever to fix it and it came back... Wrong. Several times. The drive thru cashier was so short with me, clearly frustrated by everything. They almost forgot my mom's side. I ended up leaving around 7 pm. It should not have taken that long. They didn't have the cilantro sauce, which is exactly why my mom chose Pollo over Chipotle. I'm not saying that's the deal breaker, I'm just saying from start to finish, it was mess up after mess up.The photo attached shows how they keep the chicken in this plastic cart. The woman who placed the chicken on the grill did so with one gloved hand and one not. Another woman that was preparing food did not have her hair tied or back. It was all around DISGUSTING and I ran home to beg my mom to NEVER eat there again.
This restaurant is completely dysfunctional, way beyond the usual problems at other Pollo Tropicals. The staff have absolutely no interest in customer service. After placing my order for a “chicken breast platter with no rice, just beans” to a cashier who barely spoke to me, I waited *25 minutes* for my order. During that time I counted up to 18 people waiting for orders and the workers were moving as if they were half asleep. Several of the orders came out wrong and had to be re-made—customers were getting very frustrated. When my order came, it was also wrong (see photo) but I just took it. The final straw was when I asked for spicy poyo-poyo sauce (which is the main reason I go to PT for chicken) and of course they were out. I asked for other sauces and they were out of *everything* except for plain hot sauce, and the containers were not even half-full. This place was just plain horrible.
Bought half chicken with beans, salad..Everything fine but the chickenThe tiniest chicken I've ever had, it was still a child when it got used for food.Tropical tiny chicken
I've been ordering food from here 2-3 times a week for the last year. Every other order is wrong. Either chicken pieces are missing or they leave out sides completely. When I order through Grubhub, It's worse - I'll get a completely different order - often much less food than I needed. I see new employees all the time which must mean the turnover is high. What kind of incompetent management is running this place? I'm tired of paying for food that I do not receive. You sell chicken with rice and beans. How hard can it be to get it right?
Unfortunately I think with covid and hiring stuff this location has gone down hill, it is very obvious they are lacking staff or something else is wrong big time ie lack of cooks or ingredients. I have ate here for like 10-12 years on and off within the last year roughly something happened and some food is never available on top of getting wrong order or even burnt food.Might be a separate issue here too but the portion sizes are insanely small most of the time. They can vary sometimes but don't think for a second ordering a large is going to get you more of anything but rice or beans.Hopefully I can edit this in the future to 5 stars.
Just came from this establishment and I can’t believe what they gave me for my money’s worth. Ordered two 1/4 chicken and literally received bones. No meat whatsoever. Very disappointed. Extremely small portions and the boiled yuca was more like mashed potatoes.
I have been waiting for a response from corporate for 2 months about 2 separate problems at my local Pollo Tropical. They are awful in getting back to you. ??
Imagine if you will going to McDonald’s ordering chicken nuggets and having them tell you they have no sweet-and-sour. This is the third time in a row I have gone to this location and all they have is BBQ. No Spicy pollo pollo cauce no garlic sauce it’s freaking 4 o’clock in the afternoon. At the very least inform guest before they order that you have no sauces.
Worst Service Ever!. The staff is rude and unhelpful especially Dennis and the manager on duty at 8pm on 3/21/22. I asked for a Refund since my order was not yet prepared - they said No and made me wait over an hour for a takeout order with half the items missing and not available on the menu - they literally slapped the meal together using the same utensils and not being sanitary , cross contaminating the sauces, not wearing masks or gloves? I can go on and on after standing there observing for an hour. I watched them serve the drive thru and dine in before preparing the online orders who showed up to pick up. Just Go elsewhere.
Terrible experience with a catering order. Wasn't prepared properly, had to make a second trip back because they didn't pack part of my order. Argued with me that I ordered it the way they gave it to me when I absolutely did not. Tried reaching customer service but they don't answer the phone or return a call. Hoping customer service reaches out to me for some type of resolution. Very disappointing!