Manager on Duty tonight, create a customer issue that was not necessary at all. I asked for a large side of rice and the young man gave me a small he apologized and went in the back to give me a large instead and she takes it from him and says we don’t give away free food go and charge her and come back which I had already paid for the side of rice she just did not charge me for the large size not knowing this he came back and told me that I had to pay an extra dollar which I have no issue with paying the money the issue I have is how the manager dealt with the situation by taking the cup out of his hand and saying very loudly that they don’t give away free food I’ll buy every single week from this location and I pay my money every single week every single time I don’t I go there I do not expect anything for free I think this is extremely rude and I deserve an apology from this manager .
I purchased two half chickens thru the drive window and the chicken was cold, dry, and tasteless. The black beans were watery with very few beans. The garlic cilantro was very watery as well. The representative at the drive thru was very professional and nice but the food was terrible and this is normally my favorite location. Wondered if the chicken was bland and the garlic cilantro watered down due to lack of product.
Fresh food served quickly. Great taste.Noisy. Someone was there cleaning up all the time but still the ambience could be a little better.
The quality is not the worst but needs improvement on the quality - especially the side menu items. That said, the chicken was piping hot and seasoned just right. The quarter chicken was moist and juicy - good job on the grill. My sides did not meet the standard- bean and rice were under seasoned, rice was very dry, and beans had less salt (some people likes that), and the fry yuca was over cooked. though i did ask to replace the yuca for a fresh batch and they happily replace it.The service was good but can improve on the speed to shuffle between order on drive through and counter.
This place is HORRIBLE. the service is unbelievably slow I was in the drive thru for 30 minutes. Then they have the nerve to tell me there's no more chicken when I tried to order a half chicken meal. I had to get something else. Lastly, I tried to get a tropichiller which is clearly on the menu but I'm told they don't serve that anymore. I'm never coming to this location again
I would give zero stars if I could. I’ve ordered from this location for over 15 years. The service and management have gotten worse and worse until now it’s completely unacceptable and I will never eat here again. My most recent experience was delivery through DoorDash. The meals were missing some items, the chicken pieces were much smaller than usual, they did not provide any of the sauces ordered and there was no resolution when we called to explain the problem. Tonight I tried to walk in to place an order and they explained that they cannot serve dark meat chicken as individual meals. They literally said they don’t have chicken, by which they meant they can only sell mixed chicken. But since I was trying to order quarter meals I could not understand how those would be mixed if I’m requesting dark meat. They insisted that they cannot serve me what I would like to order and when I conceded and ordered a mix that included items that I did not really want, they said it would still take 20 minutes for the order that was NOT what I wanted to get.
Pollo Tropical is always delicious, but the service here is usually terrible and the drive-thru line wraps around the building with around 15 cars sometimes. Even with UberEats pick up orders, they forget my meal and I have to wait an additional 15 minutes.
I ordered close to 50 bucks in food and waited over 35 minutes. I got home, and my meal was messed up. I called the store and got no answer to correct my order. When I got there, the manager wanted to give me a side of beans and corn. Like I just had to drive back to have my meal corrected. Can I not get something hot? Tonight was the worse service I've ever had at this location. It's time to find a new spot.
The food is good, but I can't get passed the attitude I get sometimes from the people at the window. I don't know what is going on. Maybe there's something in the water, but I keep getting nastiness from drive thrus at fast food restaurants. Praying for us all.
The food was excellent, but we had a couple of issues. had the pulled pork with two sides but they forgot the sauces and a cuban sandwich that was cold, glad I had a microwave