This Pollo has improved dramatically. I mean I've been going back basically all week this week! I would never have said a few months ago. The new manager lily is super sweet andAlways greets me in the warmest way.The staff in the afternoon is really on point even when its been busy. I went in today for a family meal and it was pretty busy but, still everyone was polite and attentive, they had all the sauces which is amazing! and ms lily handing me the food with a smile as always. Im impressed with the improvement and it deserves to be said.
Besides the express pollo in Hialeah, this has to be the WORST pollo in Miami!!They cannot seem to get your order right or have the common sense to provide utensils for a to go order. Online orders are not waiting in the order pick up area, instead you have to ask for it. Ordered extra beans, didn't get them. Ordered a canned soda, didn't feel it in bag she assured me it was, it wasn't. Didn't even have any sauces , there were other people in line also asking for items missing from their order. Not to mention the counter was disgusting. No one answers the phone either. Poor management
I went thru the drive thru at this location and they got my order wrong which is an extreme problem. First of all they had no shrimp, so I asked for steak and they gave me chicken this is a problem because not only did I not order chicken but it was undercooked. I threw up from this. It is very unethical as well as unprofessional to feed your customers undercooked chicken that I did not even order. DO NOT GO HERE. The service is terrible in addition the food is gross. I will not be coming back.
I will be totally honest, worst Pollo Tropical I've been to.Since I ordered my meal on the app, I cannot really review my order as it is taped up. That being said, this Pollo Tropical locked it's doors before closing, meaning I could not pick it up inside, but through the drive-thru. As there were other customers behind me, I could not check to make sure it was correct; therefore, I was forced to trust that my food was as ordered.Arriving home, my fears came true. They got my order wrong in so many ways that I don't think it counts as the same order. They did not give me the BBQ sauce I ordered, nor the Dulce de Leche Cheesecake I paid for; instead, they only gave me cilantro garlic, and Key Lime Pie (does not taste nice).The main platter itself was good, but they did respond to my request to charge more for extra bread rolls.After coming off a near 11-hour shift at work, the least I expected was as much effort I would put in if I was in their position. I have never felt so inclined to write a negative review in my life.Do not order here at night.
Awful place, staff is super rude, the food quality is horrible, had a horrible experience with the staff and the fried yuca was more like mashed yuca drenched in oil, and the chicken was burnt. Please see photos.
They need more help. The service was so slow, look like they take care of drive through frist, then the customer inside. The food was wonderful
I do deliveries for a living and im constantly going to this pollo, its not always been perfect but recently been getting better. Its always so busy and sometimes they run out of sauce which is not great because my clients that order pollo constantly order sauce. Now i dont usually write reviews but, honestly today i had to, i went there 4 times for different orders and everything was really perfect! No customer complaints and 5 stars across the board. When i went the girl fixing the to go orders was very helpful and just very pleasant!Its so rare to find customer service like that especially in fast food, especially since to go order often don't come perfect. I had to say something about this girl, purpleish pinkish hair running around just being helpful as hell!Honestly thank you for making my deliveries today so much easier!
I frequently go to Pollo Tropical. If not for myself, for family. It didn't help that the Manager was very rude. This location is notorious for long lines and long waits. It's hit or miss on the chicken. Either it's burnt and dry or great. I decided to order online to save time. I ordered close to 90 dollars worth of food. I drop to my Wife only to get a call that it isn't right. I drive back only to find a huge line and the lobby locked, so I could not rectify my order. Not to mention, they never answer the phone. This is very poor Customer Service. I am now looking for another establishment to go to other than Pollo Tropical.
I went today for lunch to the drive thruThe beautiful girl with the fushia hair i think she said her name was lili took my order outside, she was very charming and helpful. I had stopped going to this pollo for a while now but, the food has been amazing the last few times! I will be back..especially if lili is There.
This is literally one of the worst locations! They always forget something or give you an different order entirely and it is a task to get management to rectify the problem! This place is across the street from my house and I’d rather drive out of my way to a different location just not to deal with the hassle!