My parents and I came to eat for the military promotion, I presented the texts to them, their id’s and neither employee understood they did kindly give us 20% off but did not understand what the text message was offering. Also the food was delivered but we’ve been coming for over 25 years and this is one of the smallest meals we’ve ever received protein wise.I appreciate the thought behind the promotion but your stores are not executing it . There was a very large long building behind us and only one young man on register so we did not want to cause a stir but I wanted to reach out to you and see if there was a way to refund their meals and to see about educating your employees about ongoing and upcoming promotionsThere have been multiple times I’ve visited this location when they abruptly closed ; drive thru and dining room . I understand Covid has caused a lot of supply chain issues and labor shortages but even with the food they have available it is meager portions and frequently out of so many items it would be a better customer experience to be closed.This restaurant chain has greatly changed and not for the better . My parents and I have been eating at this chain since the Waters location and it’s sad the state it’s in now.
What I received was delicious. I ordered the trio, pork dinner, and empanadas. First off, I did not receive the steak portion of my trio, my macaroni and cheese with my pork was missing, and I was to receive a total of 9 sauces, I did not receive any. Like I said, the food was delicious but whoever prepared my order and whoever packaged it should not be in that position. And there should have been a final check on the order that everything was there.
The food here is cooked HOURS in advance, and their meats are always dry and tough. I have tried it several times, and never left thinking that I had just had a good meal,
I absolutely love this restaurant. Every thing I have eaten has always been so good and perfectly seasoned. I've recommended it to so many friends and families of mine. My neighbor had it for their 1st time ever and they fell in love with it. The manger Heydi, and her cashier Memesis is very professional and polite, they always greet you with a smile, they’re the nicest people that I have met in a long time.
Paul took my order tonight. What a guy! Took my order while dealing with unreasonable customers. Usually I get not the best customer service from pollo but Paul restored my faith tonight. Paul is what’s going to keep me recommending pollo. Also the other staff that were with him seemed very helpful and hard working! GREAT JOB GUYS!
First visit and definitely my last. To start the place looked and was dirty, the vinyl seats on the booth area were torn and dirty, the back rest disgustingly dirty looks like it hasn't been clean sense its been open. I ordered a churrasco steak meal and when I received it, did not look like the picture and also did not received the onion that comes with the dinner, and it was cold. I also did not received any napkins or utensils, so when I asked the girl at the register can I have some utensil see looked at me as if I had two heads, I had to explain that utensils are folks, spoons, and knives, also asked for napkins which they did not know where they were. $15.00 an hour seems too much for the service that we patrons receive. If I wanted to go in a hole in the wall restaurant I would've had been serviced better. I would've rated them a zero but did not have that option.
Anthony B (Your Order Everyone knows these sugar cookies are not the best but there better than nothing I gave it a 4.The×Grilled Chicken Avocado Salad was just at delicious as Wendy"s.The Quesadilla was better than TJ flats.All in all this was my first time eating here at Pollo Tropical. 1×Quesadilla Wrap Grilled Chicken 1×Sugar Cookie
This was the first time ever going to this restaurant chain. I ordered a "pressed Cubin sandwich". Humm, Should be a no brainier. After all, it’s one of their specialty sandwiches. When we got to the table with our order, the sandwich was cold, and on a regular hoagie roll, not cubin bread, and dry. I thought Cuban sandwiches came with mustard but maybe that’s just partial to the customer. Went to the counter, stood in line again to get it corrected but I was told the sandwich press was broken. Why wasn’t I told that when I ordered the sandwich?? Also could not give me a reason for the wrong bread - then again maybe they did, I wouldn’t known because they didn’t speak a lick of English. At this point I Just wanted my money back but again no one spoke English so I was stuck with it. Also there were no napkins anywhere accessible to customers; I had to stand in line again to get a fork, condiments and napkins. I expected more.
I arrived to pick up two Uber Eats orders at the Lutz, Florida location. The inside was closed. I proceeded to the drive thru and was given the first order and was told to pull forward to the railing and someone would bring the second order out. After sitting there for twenty minutes, still no order was brought out. I pounded on the front door and was let inside by someone. I asked the manager where my order was and it was left sitting on a pickup rack inside. Meanwhile, my first customers order was getting cold. This is unacceptable.
Food is good. Lately, however, they are out of their sauces and say nothing to you until you get the food. Even if the sauce is suppose to be on the dish. Frankly the food is just meh without the sauces. That's been their signature..now what makes different?