I've had to go twice to this location on separate occasions in the last month and it's been horrible.Not enough staff, the one's that are there are disinterested, ignore you when you try to get their attention, work at a snail pace, and don't know the meaning of working with a sense of urgency.I was in line so long that I downloaded their app, created a profile, added my credit card info, placed my order, and I still was not even half way through the line. Even though I placed my order like that, it took me almost 40min to get in and out of there.I've started experiencing a lot of Pollo Tropical's getting like this. If they don't shape up, it will be the cause of their demise.
I witnessed 6 people walk out of the lobby tonight due to bad customer service and long wait times. This is all while waiting 20 minutes for an order I had placed 20 minutes online previously. The kitchen looks dirty as hell. Only one person is working the register. And my order was being prepared as I was waiting at the counter… when I had placed it all those minutes before before. AND the order was wrong. I promise I’ll drive another 15 minutes to another Pollo Tropical before I ever go to this one. I understand how the restaurant biz works, I worked in it for years but tonight was pitiful, pitiful enough for me to take time out of my evening to make this review. To make matters worse, I get home and the chicken is undercooked.
I really like Pollo Tropical but it is disappointment after disappointment. I almost always ask for delivery but I always get sores on half of what I ask for and everything is very poorly cooked and prepared. Really disappointing in what it has become in recent times. I definitely don't think I'll be shopping at this location or any nearby location again anytime soon. If I could give you guys 0 stars I will do it
I went there today, waited on line in the drive thru for 20 minutes before being told "we are uh out of white rice, uh black beans, grilled chicken, oh yeah no pork." Then I had to wait another 20 minutes before I could leave because I was stuck in the line with cars ahead of and behind me. The customer service there used to be good but it's now virtually non-existent. The people who work there just don't care at all and I guess neither does corporate. If you are s restaurant out of all your staple foods, maybe you should have a sign or someone outside to inform customers instead of wasting their time.
I hate this Pollo Tropical. They need to train their associates better. Cashiers are rude and don't even say hello. They also ALWAYS get my order wrong, and I have to give it back to them and make them fix it. Super annoying. I'm going somewhere else for food because I can't bother with the aggravation.
First time I ordered for pick up it in the app it was Great, now I order pick up and come in, they tell me it takes 10 minutes before it comes on their screen, while my phone says my order is ready, so I wait.. Then another day I tried ordering several times for order pick up on the app and it would say the app is unavailable at this time and it always seems to be when it's busy, I believe they disable it and then turn it back on and that's probably why this time they tell me it takes 10 minutes to get on their screen. I'm very disappointed in this store, I was going to the other store on pines Blvd somewhere around the 80th address and they are always busy, I waited way too long over there, that's why I changed locations but now I'm just really getting tired of waiting, they need more help in these stores, the food is good but the service is really really slow. The manager is never to be seen at all.
One star is too much two years ago it would had been 5 star but now it’s not even worth one star, my lunch time starts at 11:30 am even been the first customer at the register to order you still waiting for about 25 - 30 minutes just to order, second another 25 minutes just to get your meal. If they don’t have cilantro sauce they don’t have ice for the drink in total the service is bad. But hey don’t take my word for it. Go and try it yourself and when you do and seen that I’m right. Please come back and give your honest experience. Thanks Vince Pagan
These people are the worst ever, I only have a 30 MIN LUNCH! I made a mobile order to avoid the long drive thru line. WHY DOES YOUR SIGN SAY MOBILE ORDERS CAN COME INSIDE TO PICK UP WHEN YOU LOCK YOUR DOORS! Currently I’m still sick in this line for almost 1 HOUR! Don’t come here to waste your time please!
Disgusting place. Ordered online and. Send me the salad covers with aluminum foil- DISGUSTING- asked for a bowl of soup and sent a cup.This is is for pollo Tropical - a lot of commercials and a insuficiente service - they missed items of your order and you call customer service and is the more inefficient people working there. WOW - no more.
This place sucks is dirty and the customer service is terrible, the food portions is the worse part