Second time I came to this location. Worst experience I have ever had at a fast food place. They used to be really good. First time they forgot food. Second time sat inside, place was empty and waited over 25 minutes for 2 sandwiches. When I went to the front they had no idea what order I was referring to. The last time with the missing food, I called corporate had to go throwing an “interview”, was told I would get a credit and never did. These are the reasons places like this go down hill and go out of business. I don’t normally leave bad reviews but corporate needs to get involved and do better. Your system is broken.update 35 minutes and no food. We got our money back I will NEVER eat here again.
Ordered online for pickup.The app told me my order was ready. I went in, asked for my order and was told it would be ready soon.I waited 20 minutes while others got their food. The whole time my food was sitting on the prep counter for 15minutes and they forgot About it.I asked multiple people about my order during my wait and was brushed off each time while other people, who came in and ordered AFTER me received their food, hot and quick.They forgot to drop the empanadas in the fryer, so they tried to rush it and it resulted in the empanadas busting open and the dough Still being partially raw.The rest of the food we ordered was cold/lukewarm by the time we received the order.Horrible experience, terrible customer service, waste of money. Never again.
Why is it that every time I go to this location it gets worse and worse especially with the new employees that are there now. Rice is hard, chicken is burnt and hard, the black beans seem to have all the salt that was missing from the rest of the food and the employees are extremely rude not to mention the portions of chicken are half what they are supposed to be. Today was the third day in a row that they don’t have something available.basically there’s always multiple issues at this location will never go back here and I will most definitely spread the word
Out-of alot of items.In cases like this, I would suggest to close early. Pollo tropical specialty is chicken. When you run out (understandable with the storage and backorder from the vendors). When there is no chicken... what would I order?
This place has gone down the drain the last few months. EVERY time I place an order on Uber they never give me sauce. The beans are not made like they were before, they are always watery. Super disappointing. The customer service sucks, I just called over an employee for assistance and she totally avoided me to go behind the warmer to drink some water- this place is practically empty. I never even complain but really I spend so much money here and on food delivery service to still have to come in person because I cannot eat this chicken without some sort of sauce. I ordered 9 sauce and got 0. This is why I now avoid this location and go to the one on 184&137 Ave. avoid this place.
Usually the food is great and most of the time so is the service, until tonight. Insanity. I know they were busy but the customer service should've still been on point which it was not. I ordered online, was told order was completed at 8:09 but when I got there at 8:30 not only was it not ready but there were multiple people already waiting for there's for over 30+ minutes as well. The lobby was closed for remodel so all online orders were asked to knock on the back door. Only one person was working on the many orders and the rest of the place was focused on the drive thru, sadly we waited for 40 min, got the wrong order handed to me and had the door closed on me multiple times trying to get the right order, extremely rude. Asked for a manager, never got one. I get home and to complete my frustration the beans were almost all liquid barely any actual beans. Usually I don't complain about anything but this was the worst experience I've ever had at Pollo and I don't know if I'll be going back anytime soon. Many disappointed customers there tonight. Maybe you should do what every other fast food place does and when the lobby is closed you allow people to pick up their order in the drive thru because I guarantee it would go much smoother than ignoring us all at the back door.
The food is good but the line is always long. If you don't have at least an hour to wait just call ahead for pickup.
Never again!Such a bad experience!We usually like Pollo tropical but yesterday it was awful.Starting with the guy of took the order on the drive thru path, he barely spoke to us and missed two items.Then the order was missing two sides, the black beans were awful and there were barely beans in that box full of liquid.Also, we ordered a VEGAN tropi chop and it came with minced meat, really??!???And on top of all of this, they had NO sauce, NOTHING, any sauce we asked for, the answer was: we don't have it today....Better shut the place down.
At 10 PM, on 03-02-2022. I went inside and a gentleman was angry because he ordered and 7 cars had gone by and they hadn’t given him his order. Furthermore they were out of chicken by now, and the lady in front said that the chicken they had before running out was the drive thru as person paced back and forth and tried to reason with the clerk. She also said that what they were cooking was for the drive thru. Someone else was having a lengthy conversation with the manager, and said he had been in the drive thru line for 45 minutes. As for me, I was told that the register was closed and that I needed to order online (I was counting of maybe ordering something that they might have), I asked if they could ring me up via register (so that they could tell me what they did have) and I was left waiting for like 10 minutes, I decided to leave at this point.There is always an issue with this location, don’t come here, I’ve had other bad experiences here, better off going to 112av. I find out hard to believe they that this place has 4 stars, something funky is going on here.
Bought a family chicken and roast pork meal and they didn’t give me the pork or plantains that comes with. Also, the beans were gross, pure water. Will never buy food here again!