Don't forget to check your order, according to my calculations there is %10 chance that they will forget something
Very poorly managed! Staff is poorly trained. It’s like amateur hour in the drive-through. Very often don’t have basic menu items like CHICKEN. No bypass lane in the drive-through; so if they don’t have what you want you’re stuck waiting. I honestly believe this is a corporate problem. It’s a shame because I like the food. I’d like to go back but I’ll only get frustrated.
Let me start by saying, do NOT patronize this location! I had a craving for some tostones tonight & my original go-to Latin restaurant was closed. I decided to try them @ this location. Of course, the drive-thru took a very long time, & not sure why they had the lobby closed. I get my order & as I pulled off, I took a bite of one tostones. I couldn't believe how stale, & nasty they were. They were barely warm & NOT fresh @ all. These were the nastiest tostones I had ever tasted! tried calling the restaurant & of course, no one answers the phone. I turned around & got back in the long drive-thru line. Spoke with manager on duty Pedro about the issue & he was NOT apologetic @ all. He only said okay & offered to remake the order. I told him just give me a refund. He did NOT apologize, nor care. I didn't trust them to remake my food. Again, I would NEVER recommend this location. BEWARE!!!
The food is good, but I'm not impressed by the hospitality. Multiple times going here, ordering two whole chickens and more, and they only seem to want to give 4 sauces. I've asked for more and they've pushed back down to 4. Doesn't seem to want my families business. Not impressed.
Customer service here is horrible!! Every employee I encountered in the drive through is rude!! It doesn’t take much to crack one smile. They got my order wrong 2 times. How are you going to charge me for food I never received? Pollo Tropical, please get it together! It’s not that hard smh.
I like their food !That being said, PT used to have the some of the biggest chicken pieces. Not anymore, it is very obvious the corporate chicken buyers have decided to purchase smaller chicken undoubtedly to control cost.The store by Fashion Square is one of the best. The store by Alafaya is one of the worse -- dirty, poorly run, freezer burned food, very small condiments, front end help that doesn't listen to your order, and just overall dirty and poorly operated by the management.Pick another to go to.
Horrible experience every time I go. The last 2 times I went to this location they did not have chicken. Also customer service there is terrible. After person on the drive thru said they don’t have chicken I went to the window to ask what is it that they have before driving away. When I told the employee what I wanted he said I have to do line again!! For what?? There was no one behind me. To anybody reading this, go to another location this one is horrible. The previous time I went after waiting in line for 15 minutes she said they didn’t have chicken.. in the mean time they were playing and chitchatting with each other no wonder they had people waiting in the drive thru for so long. Both times I went there was in the evening hours. Never coming back here again..
This is the first google review I’ve ever given in my life. I love pollo tropical food and this is the closest one so I come here at least once a week. This is the worst pollo tropical I’ve ever been to. If I could leave 0 stars I would. Horrific service. Always out of EVERYTHING. Super unprofessional.
Food was good but EXCELLENT customer service provided by Jonathan. He is a Rockstar and went above and beyond to be sure a was a happy customer!! I will be back...
Food was mostly disappointing. We ordered the half roasted chicken and it came really dry and salty. The red beans and yellow rice were too salty as well. The mac and cheese, however, was really good!