Placed an online order and when I arrived they were out of the majority of our order. I asked to be refunded and was told I had to call corporate (which is ridiculous... why don't the employees/managers have the ability to void/refund online orders). I called corporate and they submitted a "report" and said someone would reach out to me, but couldn't tell me when that will be. They also didn't have the access to pull my order up, so I had to go item by item over the phone. Online ordering should block off items they are out of or the employees could at least call their customers prior to them arriving as a courtesy? And why is it so difficult to get a refund? There was nothing offered for my inconvenience, not even an apology from the store or phone rep. The customer service all the way up I abysmal. I won't ever support Pollo again and intend to warn everyone I can. I have never had this experience at any other establishment.
Came in Saturday between 5 and 530pm. Waited in the drive thru for a few minutes no one answered. I went inside to find 6 employees standing around. The young lady with the head piece looked at me and turned away. A tall young man took my order then proceeded to tell me that I can take my receipt when it comes up, as he walks away. I then noticed them putting the food on the plates with NO gloves on. They were careful to just touch the paper the food was on and not the food itself. Are you kidding me, this is unsanitary and I'm guite sure a huge food safety violation. NASTY, NASTY. I threw the food away. I will not return to the San Jose location.
The staff here is not very friendly and the service is not great at all. I have been trying to get a Cuban sandwich from this location for the past year because they are really good when made the right way. However, every single time they are either “out of the bread” or “they are not making them at the moment”. Before the pandemic or even early into it I had no problems at this location. Would not recommend if you want to get something that you actually want to eat.
They refreshed the look of the outside of the building, but they haven't improved the food at this location. Thought we would try it again, after having bad experiences here before and given that the outside was re-done. Food at 1:30p was horribly dry and hardened as though sitting under a heat lamp from previous day. The PT on Old St. Augustine was way better, but closed because of CV-19 shutdowns.WOULD NOT RECOMMEND THIS LOCATION
Another disappointing delivery from Pollo Tropical via Uber Eats. They closed at 8pm, my food wasn’t delivered until almost 9pm & was cold. The pic is of the plantains that I so looked forward to. Disgusting! These will be hand delivered back to the manager when I get off work tomorrow. I ordered pineapple rum sauce & salsa which the receipt confirmed & I received ZERO. I’m done with this establishment!
New to the area.First time we ordered or came in very good and we are completely satisfied with the food and the service. Totally recommended the Cuban sandwich. Ordered again waiting for the same delicious Cuban sandwich and to my surprise it was completely dry, no pickles no sauce. Very disappointed
Five gold stars! Delicious, fresh, & fast! Dine-in order was perfect. All sauces were available. Very Clean. Loved the option to sit outside in the shade or indoors. Great location & friendly staff. Almost passed due to poor reviews. Glad we didn't! We love Pollo Tropical!!
I like the flavor of the grilled chicken here. I feel like it has decreased the freshness, though, since it reopened the dinner room. They need to be sure that chicken is not dry. Beans are without any seasoning or salt. Mac and cheese are good and fried plantain as good as always. They need to put the sauces and napkins back out. I will keep going, looking for to try the steak and waiting for improvements to update my review.
Waited in line for about ten minutes. Finally got to order. Waited another 10 minutes with my receipt. The cooks were just staring at me and I was looking back. That's when I figured out they didn't even make my food. Top it all off ...out of sauce.l (you know, the reason why you come here!?). New dining room open remodeled NO more get your ownsauce chicken was cold ..On a good note, the dining room remodel looks great. Mango tea was good
My wife loves this particular location, so I'm writing this review for her. The best Pollo Tropical we've ever been too... Good food and service every time!