Ordered for delivery via the website and they did not include chicken in both of my meals. They also forgot the sauces. I went into the store and they refused to refund my delivery fee. There were 5 other customers who came back for orders being mad incorrectly. The supervisor Gloria offered no help. The gentleman at the register was trying to refund me, but was called to the back by the supervisor and then said that his supervisor said not to help me. I then asked for a a full refund and left the food on the counter. I'll just do a charge back on my credit card.
If I could put no stars I would that is how bad this place is. I’ve waited over 45 minutes for my order. People before me have been standing waiting for a hour to a hour and a half. The workers are complaining that they want to go home or running in and out not completing the orders. Behind the counter is gross there is food everywhere. The manager was asked for about 4-5 times and finally came out to give someone a refund. This place is legit the worse pollo in Pembroke Pines. Everything I come here there is a issue. And the only reason why I waited for the food was because I just got back for a 12 hour car ride and wanted food. But seriously this place needs help !!
If I could give this location 0 stars I definitely would! In currently sitting in my car for over 45 minutes waiting for my “ curbside “ order ! The app isn’t working it tells me to call the store and I’ve been calling the store for 40 minutes and no one answers finally I had to leave my kids to go into the store and they had 0 explanation just told me they would start prepping my order even though in the app it says it’s been ready since 2:10 and it’s now 2:50! I have seen over 30 vehicles drive by in the drive thru and o still don’t have my food! If you can’t render a service then don’t offer it ! I have a car full of starving toddlers and no food!
I really had a very ugly experience, I think they should be ashamed to serve that and my food was incomplete… I do not recommend this place at all
Horrible service and food quality is absolutely disgusting.I have ordered the Caribbean soup and all I have got was little amount of vegetables one small piece of chicken.Avoid this please ??
Would have been a decent visit if I was offered sauce with order which is a must for me. So I had to turn around because I forgot to ask. When I got back to the counter, it was a circus at order pickup now. When I got a chance to ask for sauce, we had difficulty communicating with each other. She offered 2 I asked for 4 because of getting a whole chicken family meal, so I received 3 and didn't want to try my luck due to how long it took to get sauce. I couldn't tell if there was a manager present to help the situation..which is my core issue.
Excellent location. Food is Fresh and Tasty. This is my neighborhood Pollo Tropical and I've been eating here for 21 years. Currently, they appear to be practicing safety protocols for protection of Staff and Customers by wearing masks and gloves. I felt confident ordering from and eating here. I use the drive through but the inside dining area is open for business.
WORST POLLO TROPICAL LOCATION, I’VE EVER BEEN TO. BURNT CHICKEN, the worker there didn’t want to give me sauces but in the end she did. but why does it have to take for me to explain that a family meal needs a few more sauces because i’m feeding my family. Customer service is absolute trash like the food.
Dear owner, you need to find a replacement for all the ladies at the front.Here is why:*Food was not ready even 45 mins after ordering online. (You have 15 mins on the website).*When I arrived they ignored me. I had to forcefully ask if they had my order somewhere in there. I was ignored again.*15 more mins went by and i finally got a package that seemed rather small for what I had ordered. Took it home and it turna out my food item was completely missing from the order. I had to drive back to the restaurant and they decided to create my missing tropichop. Guess what?They gave me a bag with a chicken sandwich.The food is not bad for what Pollo Tropical is, but these ladies at the front have 0 customer service and 0 attention to detail.Fire them!Get people who at least can read a paper and put an order together.You lost a customer here, and probably many more I will steer away from your place.
This location is the absolute worst!!! 3 times I have ordered there from Ubereats and all 3 times the orders were wrong!!! They sent the wrong items and with NO SAUCES- DO NOT OFFER THE SAUCES IF YOU DON'T PLAN ON GIVING THEM!!!! The first time it took over an hour to receive my food, so the food was cold and was missing items and the sauces. I figured that they may have been short handed and it was my first time so I didn't make much of it. The second time, my tostones were soggy and leaking, and again no sauces. A little irritated, I called them and asked if they saw the requested sauces from the app- they answered yes so I went ahead and made my complaint. Now the third time, I placed the order and called them to make sure to add the sauces- BIG MISTAKE!!! Not only did they hang up on me, when the food arrived it was COLD! They did NOT give the sauces, they didn't give a whole platter, and the ones they gave were incorrect; on top of that I ordered 1 side of Yucca bites and received 4. I even asked the driver to ask them if the sauces were there- they told him yes. That is it!!! 3 orders - 3 bad experiences. I don't know what is going on at that location but NEVER AGAIN!!!! After spending my money and waiting so long the least they can do is have it right!!!