We visited Pollo Tropical at 6 pm on Sunday evening. We went through the drive up. We were rudely told by the worker taking the order that the only sauce they had was bbq. 1 out of 5 sauces is all that is available!!??? And only corn and black beans available of the toppings. Pulling up to the window the rude order taker couldn't even get the meat requested correct as our meat was not as ordered. When we got home we had no sauce. So basically the worst ever experience, zero food available and top it off with rude employee. Where is the management and why is there no food available at 6 pm.??!!
I order from this location frequently in the last 2 1/2 years and today was my worst experience. I placed my mobile order as I normally do when I arrived it wasn’t ready and I stood there for approximately 11 minutes before I was even acknowledged. It was pretty clear who the manager was but her entire team was slacking. Never have I ever seen someone take so long to put a lid on. It was a very busy time and it was a Friday night once I finally was acknowledged by the manager, who had a very positive and friendly attitude, she asked the other young lady if she was working on my food the young lady said no so the manager did it herself. She was clearly trying to hold everything together while the other people were there almost making things worse for her. I get home and the beans are missing from my meal and the rice was hard. That team could use a shake up. Unfortunately we’ll have to rethink ordering from here if this is how it’s going to be on my one night off from cooking.
After 9 o’clock pm the line gets stacked up because the inside closes. On top of lazy employees who talk and play as if people aren’t waiting on their food.
This is by far the best Pollo Tropical I have ever came to. I come here ALL the time to eat. William helped me the last time I was here and I’m not sure if he’s the GM but he is AWESOME!!!
I ordered at 8:50pm and 35min later they told me and my friends they were out of crispy chicken. Then I changed it to steak which they said they had and it took 20 min more which is outrageous for a “fast-food” restaurant. Restaurant is dirty and staff is rude
Ordered three(3) servings of Tostones and they took over 45 minutes to get to my ticket and came back and told me they only have a single serving. Asked for a refund and the cashier totally ignored me and was very rude. Asked for a manager who was equally rude. Never Again!!!!!!
I have been here several times in the past few months after 6 pm. There are several people inside behind the counter, but I cannot say any of them are working. There are several people waiting for food. They have been waiting at least 15 minutes. I stood inside for 10 minutes, and no one was waited on, or no food came out to the people waiting. None of the people behind the counter interacted with any of the customers. I left and went to the drive-through and sat in a line of 10 cars for over 30 minutes. There is zero regard for the customers. There really needs to be someone from upper level management here or close at 6 because you're probably paying $100 an hour to the employees inside, but no work is being done. This used to be a great place to come, and I am sure all the people in line are caught off guard by the total lack of effort by everyone inside this building. Too bad used to be a good place, but everyone should avoid it now. I have about a 10% chance my food will be warm or correct.
As God as my witness, I will never visit this location again. Let me be clear, I love the food and Pollo Tropical. I think the value you get is unparalleled for fast food. I just cannot tolerate how poorly this establishment is managed. The staff does not care and moves around as if they are doing you a favor. There is no leadership whatsoever, and everything takes 3 times longer than it should. I ordered online to try to avoid waiting extra long to get my food. I was instructed to not be any later than 7:50 because they wanted me to have hot food. I showed up at 7:50 and it was not ready. I didn't get my food until after 8:20. When they asked me what I was waiting for and I told them my name, they picked my order up off the floor to fill it. No one was even monitoring online orders. I would so love for Pollo Tropical corporate to care about the quality of their managers and the training they provided to their staff. If they did even a remotely decent job they would be so much more successful.
I ordered a family meal on the app for pick up. I walked in and my order wasn't ready. So, I took a seat and waited. I ended up having to flag the shift leader because they purposely go out their way to ignore the customers because my order was not out after waiting 1/2 hour. I told the shift leader I had already been waiting a 1/2 hour For an order I placed on the app. I showed him the order on my phone and he said he is not sure what happened, but he will take care of my order. I ended up having the flag him down again after waiting another 1/2 hour. The shift leader apparently forgot about me and took care of everyone else's order but mine. I would have gotten my food quicker if I ordered at the register and waited. This place has horrible customer service. I already placed a complaint to corporate and still no response. I don't care how good your food is because that doesn't matter if the customer service experience is going to be terrible. I am not sure why you cannot rate a place 0 stars because giving this place 1 star is far too generous.
I used to love coming here for a quick week night dinner but since the pandemic things have changed. The quality of the chicken seems to be off. The food isn't as fresh and the line is slow moving.