Workers have no customer service skills.. had a sign on the front door said online pick up only no dine in, you have to go thru the drive thru. I was not greeted, they just kept looking at me and ignoring me including the supv. One of the cooks came from the back to greet me and ask about my online order.. real sad workers in this place.. some ppl weren't reading the sign but I did.. Spv could've been tired of repeating himself but that's not an excuse
This place seems to get worse by the day. Came to this location to order 2 half chicken meals. First off, there was no person taking orders. When I walked up, the manager Zachary saw me coming up and proceeded to walk off. I was standing there for awhile, while the workers sat and joked about how they wasn’t going to start working. The manger walked pass several time, ignoring me standing in the line, waiting to get my order taken. Finally, an employee had to tap him on the shoulder and show him I was in line waiting, at which point he rolled his eyes, and FINALLY came over to take my order. (It’s obvious the management at night is a joke and the staff don’t respect his position.) He strolled over, and I told him exactly what I wanted, (2 half chicken meals, with dark meat, white rice and black beans) He totally ignored what I said, and just gave me 2 regular chicken meals, while charging me the full price (I noticed this once I left the store). Finally, the food is ready and I ask for sauces. Now, asking for sauces, you might as well be asking them to give you a million dollars. When I asked for sauces, the young lady rolled her eyes, looked me up and down, and begin to chuck the sauces at me me. She clearly didn’t want to give me the sauces. Get all the way home, take out my meal to eat, only to find the manager didn’t give me dark meat as I asked. I advise you, don’t visit this establishment. Go towards a different area if you are able to. Horrible!
every time i order from here the food is always burnt, cold, or plain out made incorrectly. recently i made an online order, everything came wrong, Karol contacted me for a replacement because with an online order i couldn’t get a refund. I get there and she wasn’t there. the night manager kept saying he would get to it. I WAS THERE FOR AN HOUR. when i confronted him about it he asked me if i was done talking. no cold and stale chicken is worth this garbage. Karol seemed like a sweet person and im sure she would’ve resolved the issue but no force on this earth could make me come back to this disgusting place, you can literally SEE rice, beans, etc all over the counter, and no one cleans they rather just slide it into your plate. thankfully, customer service handed me my refund. never again though. these people should be fired the way there’s tons of negative reviews on them.
I would usually give this place a good review, but this has happened to me several times. When you are spending $42.40 you expect to have everything that you ordered even after being told everything is in the bag. I ordered a family meal with chicken and pork, got home and checked my bag NO PORK. I ordered a small plantains again NO PLANTAINS. All I can say is check your bag before you pull away from the window, I fail to do so on several occasions and I'm just to the point where I'm fed up with it.
A very long wait, they run out of food several times. Its tough to say if you don't get here early they probably won't have any food. It may mean the food is just that good. The last time I came here no season on the chicken. I was very disappointed.
Customer service sucks, I understand it's under staffed and busy but at least don't IGNORE customers. We are being patient and trying to work with y'all bad enough the food isn't the best 30 min wait time.
Trash service go to la granja better customer service. Order online 40 min to not have my food ready. calling my card company for my refund. TRASH people who hate there job and take it out on the customers
First off they never have any sauces and they say it with attitude as if its our fault that there out. Chicken is dry, the rice is dry. I asked for white rice got yellow asked for tomatos on my choppy trop they didnt add them said they were out but saw them add them to someone elses. This is ridiculous inwill NEVER go to this pollo tropical again. Customer service sucks and food as well.
Worst customer service ever, I’ve been there at least five times and is always the same thing, it’s like they are mad all the time and doesn’t even look at you and you are talking to them and don’t give a nice explanation of the menu for other people that didn’t know the restaurant…
Karol attended me she is at the cash register not sure if am spelling her name correct but she provided great customer service.I came here during peak hours which is lunch time. She helped me with my order to make sure I had it correct, she is super nice and attentive. She saw me in the line again and she called me to see if everything was okay with my order and she took care of it right away, nothing was wrong with it but I had decided to order another of the same. Pollo Tropical should hire more people like her. I usually don’t write reviews but she deserves it. Thank you very much Karol for your assistance, I very much appreciate it! :)