when I opened the lid to my food it looked like someone eat some of the food, half the chicken and rice was missing. Also either they are putting a tea spoon of cilantro sauce in the containers or they are using already used sauce and giving them out. Worst location I've ever been to, never going back to this location. It's really disappointing when you spend 12 on a lunch and it's so gross looking you can't even eat it.
There is a sing that clearly says that lunch specials exist. The cashier and manager said the advertisement on their TV displays was wrong. they did not want to honor the advertised price and wanted to charge me a higher cost for my lunch special. This is theft and I will not be coming back to this pollo any more
We ordered dinners fromthis place my husband ordered the steak and not only did he get a few pieces the steak was over cooked and hard. My dinner was suppose to be chicken with black beans and rice, corn I got dried out chicken only. We ordered sauces with the meals and didn't get them. My son ordered the large choppy Chop with everything he didn't get the rice,beans , lettuce or the sauce.The quesadilla had hardly anything in it and it was half the size its suppose to be and tasted horrible. VERY DISAPPOINTED.We tried to call the store and no one will pick up.This place should no be in business
I did curbside pick up because it was available on the app. I waited how I was instructed on the app. 20 mins later I go in to ask what was taking so long. At that time I had a bad leg and couldn't walk the person behind the counter told me they no longer do curbside just that no apologies. Pollo tropical don't do curbside please take it of the options and train your staff to have better customer service. The place was empty and everyone was standing around it was not gonna take them two seconds to bring it out to the car.
I want to preface this review by saying that every employee in the restaurant was extremely nice. No hard feelings towards the hard working individuals that are employed here.With that being said, I waited close to 40 minutes in the drive-thru line, pay for my order and then I’m told “your chicken is not ready, can you please go to the front and wait there”. So I do that. End up having to go inside and wait another 20 minutes for my whole chicken.Asked the lady in the front how long is going to take and her response is “I’m not sure, we ran out of chicken”.How is it possible that a restaurant that literally has chicken in their name runs out of it? I don’t understand how this is possible. To wait an HOUR for a whole chicken and two sides is simply ridiculous and unacceptableI guess you do get what you pay forI know we live in tough unprecedented times and I could clearly see the restaurant was understaffed but then don’t have drive thru open if you can’t handle the amount of orders. It’s simply not good businessLastly, I know it wasn’t the employees’ fault and I truly hope they are getting compensated fairly for the amount of work they were doing (sadly, probably not)
I ordered my food online & it said ready for pick up @ 7:59pm, I get to the Pollo Tropical & it’s closed. I got there at 8:10pm (close 9pm) & nobody was nice enough to attend me. As I was knocking on the door, 2 employees was just there ignoring me. I never got my food & I was upset. NEVER AGAIN!! BAD CUSTOMER SERVICE. Idk why is this place is still open. 2x it happened to me.
Very bad service.I ordered a whole chicken for my family dinner and it looked good until I got home and noticed that from the whole chicken they just gave me 2 piece of chicken breast. And another small chicken wings and I waited more than 20 minutes in the drive thru
Ordered online. Closed dining so had to wait in drive thru line. Took 30 minutes to get my food. I understand safety. But have a desk outside the front then. It's probably a shortage of workers. Then don't take online orders would be my solution. I would have gone and will go elsewhere next time. Five stars for the food though.
I cannot for the life of me understand how a eatery with the name chicken in it doesn't have any chicken! Also, the first items listed on the drive-thru menu are Cuban Sandwiches... They don't have sandwiches. It doesn't matter what time of day I go there they never have what I want. I have literally left the line the last five times I have attempted to retrieve a meal for my elderly mother. She loves their food but unfortunately we won't be going back again, at least not to this location. The line is always super long and it moves very slow. Then to have to leave that line just to go somewhere else and wait again is just too much for me to do anymore. This was my last straw with this location. Five strikes and you're out! Sorry not sorry...
First time going to this location and last time. I order 2 1/2 chicken platters and the the chicken was dry and burnt for both plates. They did not have fries for kids meals because they close at 6pm which I was ok expect i wish I would have known they were closing soon which explains the chicken being horrible. No sauces. Will not visit again