We just visited this location and let me just say a kind voice, smile and amazing personality goes a long way. We had the pleasure of the most pleasant encounter with Laura in the drive thru. She made sure we had everything we needed and sent us to park in the front while our food cooked then brought everything out with such an amazing attitude and smile! Laura, please don’t ever let anyone dull your shine, you’re a GEM!
I love Pollo Tropical! However, today my order definitely looked like a child’s meal (1/4 chicken w yellow rice & black beans).Please be aware of the portions since we as loyal customers are paying FULL price.
I did a mobile order at 8:14 And it said the earliest time would be 9pm for pick up. We got there early but it still wasn’t being prepped so we waited. Once it got to 9pm we continued to wait. At 9:15 I tried to go inside to see the issue but the doors work locked when they close at 10pm so I went through the drive through and they told us finally after and hour they didn’t have the chicken to make our food. They knew we were waiting but decided to lock the doors instead of coming out to notify us.
The food wasn't good and I had such a horrible delay I have to rate it 1 star. Placed our order at 6:00pm. Site said pickup at 6:10. When we got there, there was no one in line and two people waiting. Took talking to three staff who all said they were working on it (only 2 items), at 6:50 they tell us they're out of shredded chicken. My girlfriend decides to just take pork instead for her TropiChop. Turns out they left all her toppings out, (no avocado sices, no tomato sauce, no peppers). My food was dried out and the beans were half-full, plus dry. Absolutely abysmal service and completely disorganized. Attached is a picture of what she ordered vs what she got.
Used to love Pollo before the pandemic. Now afterwards, prices higher for way smaller portions, wait forever for refills because they took out the drink station, no more green beans and the food lacks any flavor. Unfortunately won't be going back. ☹️
Spent 71.00 for no one to eat! Yellow rice was scraped from bottom of pan tons of hard pieces white rice was so mushy it was in balls disgusting! Chicken was pink inside definitely wasn’t cooked to temperature went in the trash! I called left vm I still haven’t heard back from a manager. Couldn’t be more disappointed in the food or follow up!!! (I had one star changed to 3)Follow up!!! They did refund me my $71.00 and sent a apology letter, which was above and beyond! I was very appreciative of their making a wrong right!!!! Thank you!!!
Don't feel like the value is there anymore. $20 for two small bowls with a couple of bites of chicken. All the veggies were mushy and overall just not fresh, including the small portion of avacado i paid extra for. Next time ill go to Publix right behind this location for better prepared food options.
Service was horrible. Stood around waiting to be served for 10+ mins AFTER I was told my mobile order was ready. Order wasn't even constructed until after I came thru the door but was still marked completed while the 5 employees stood around goofing off and playing games. All while raw chicken sat uncovered and unattended by the grill, not on it. Having worked in food service for 18+ years I won't be eating here ever again and you shouldn't either.
I had a great experience. The food was delicious, fresh and hot. The employees were courteous and the store clean. Definitely recommend!
Lobby is supposed to be open until 9. Came here at 7:45 and the main door was locked. Went around to the other side where there was a propped open door. And there were people eating inside. Went to the counter and the manager said he closed the lobby because they didn’t have enough staff. I could literally see 6 people working… I told him there was no sign on the door and it was really unprofessional to randomly lock the doors and not even post a sign. He didn’t care. I left.