I placed an order through the app, which indicated it would be ready at 7:21 PM. I arrived on time and went through the drive-thru to pick it up, as I was with my dog. At the window, an employee named Denlane informed me that online orders must be picked up inside. I explained my situation and asked if an exception could be made, since the app does not mention this. Her response was with a very bad attitude, which I found unprofessional and unacceptable for someone working in customer service. After being denied at the drive-thru, I spoke with the supervisor, who kindly offered to bring my food outside. However, after waiting for several minutes and not receiving the food, I decided to go inside again. It was only then that I discovered my order was still not ready, and I had to wait until 7:43 PM to finally receive it. I hope you take this feedback seriously.
Dusan Banda
Stay away from this store...I've tried it couple of times and no improvement. They take over 40 min for a simple order of grilled chicken. ....they are completely incompetent and have nobody to address customers in the store. Worst run Pollo Tropical.
Victoria Molina
2025 update- still rude. No improvements.
The people that work here are rude. They got our order wrong, never apologized or even looked at us.
lis C
I just have to say WOW and super WOW 👌🏼 From all of the pollo tropical I have been, I had never seen anyone like Miss Jessica, She really deserves 1000 stars because of her customer service and always smiling to the customers. This was my first time in this location, and wow, I'm impressed how she handled the restaurant, even if there was a lot of customers and like today that I saw many orders inside and also through the walk-through. She organized her team very well, everyone was following with good actitud her instructions and like magic they gave the orders to all of us that were waiting there for, without anyone complaining, when the restaurant was almost empty She went outside of the register to clean and been sure the restaurant looked nice and amazing appearance again like if nothing happens. My respect, wow, and congratulations 👌🏼 👏🏻
sheehan harrison
They served a very small amount of food and for what your paying now a days that’s unfair to people
Atmosphere: 5
Food: 2
Service: 5
Christos P
Drive thru forgot my Yuca bites, drove back to get them only for them to be stale and nasty. Young girl at the drive thru was nasty as well. Won’t be coming back here !!
Atmosphere: 1
Food: 1
Service: 1
Faisal
This location is horrible and is in dire need of a management change. The employees fulfilling the orders barely speak any English. They are constantly missing items and they do not care how it affects their customers. I had to drive back to pick up the missing sides and they made me wait even more and did not apologize. They act like inmates of a prison; very hostile vibe in there.
Atmosphere: 2
Food: 2
Service: 1
Rogelio Ortiz
Wrong items at drive thru, angry staff, cold food
Atmosphere: 1
Food: 1
Service: 1
Natalia Rios
The ppl working here need to be retrain!! NO customer service!! Smiles are free!! A friendly hi!! A lot of restaurants are lacking of these simple things!! I hate ordering food and the person behind the register or serving the food have an attitude. You get there with a smile you leave upset!!
NOT ONCE HAVE I EATEN THERE AND BEEN CHEATED ON THE TROPI CHOP. DON'T ORDER A LARGE BECAUSE ALL YOU GET IS A LARGE PLATE WITH THE SAME AMOUNT OF FOOD AS A SMALL.
Atmosphere: 1
Food: 5
Service: 1
Tango Felipe
The place is not very clean.
Donald Intemann
We got the same meal we get all the time. But it was different this time something was missing but I couldn't tell what it was.
Atmosphere: 5
Food: 4
Service: 4
Loren Tay
Always a problem with something at this location. Went through the drive through and got the wrong chicken in my tropichop, no sauce, and the silverware pack I received was opened and missing the napkin and fork. The soda from the machine is flat, warm, and tastes like mold
Food fresh
I placed an order through the app, which indicated it would be ready at 7:21 PM. I arrived on time and went through the drive-thru to pick it up, as I was with my dog. At the window, an employee named Denlane informed me that online orders must be picked up inside. I explained my situation and asked if an exception could be made, since the app does not mention this. Her response was with a very bad attitude, which I found unprofessional and unacceptable for someone working in customer service.
After being denied at the drive-thru, I spoke with the supervisor, who kindly offered to bring my food outside. However, after waiting for several minutes and not receiving the food, I decided to go inside again. It was only then that I discovered my order was still not ready, and I had to wait until 7:43 PM to finally receive it.
I hope you take this feedback seriously.
Stay away from this store...I've tried it couple of times and no improvement. They take over 40 min for a simple order of grilled chicken. ....they are completely incompetent and have nobody to address customers in the store. Worst run Pollo Tropical.
2025 update- still rude. No improvements.
The people that work here are rude. They got our order wrong, never apologized or even looked at us.
I just have to say WOW and super WOW 👌🏼
From all of the pollo tropical I have been, I had never seen anyone like Miss Jessica, She really deserves 1000 stars because of her customer service and always smiling to the customers.
This was my first time in this location, and wow, I'm impressed how she handled the restaurant, even if there was a lot of customers and like today that I saw many orders inside and also through the walk-through.
She organized her team very well, everyone was following with good actitud her instructions and like magic they gave the orders to all of us that were waiting there for, without anyone complaining, when the restaurant was almost empty She went outside of the register to clean and been sure the restaurant looked nice and amazing appearance again like if nothing happens.
My respect, wow, and congratulations 👌🏼 👏🏻
They served a very small amount of food and for what your paying now a days that’s unfair to people
Atmosphere: 5
Food: 2
Service: 5
Drive thru forgot my Yuca bites, drove back to get them only for them to be stale and nasty. Young girl at the drive thru was nasty as well. Won’t be coming back here !!
Atmosphere: 1
Food: 1
Service: 1
This location is horrible and is in dire need of a management change. The employees fulfilling the orders barely speak any English. They are constantly missing items and they do not care how it affects their customers.
I had to drive back to pick up the missing sides and they made me wait even more and did not apologize.
They act like inmates of a prison; very hostile vibe in there.
Atmosphere: 2
Food: 2
Service: 1
Wrong items at drive thru, angry staff, cold food
Atmosphere: 1
Food: 1
Service: 1
The ppl working here need to be retrain!! NO customer service!! Smiles are free!! A friendly hi!! A lot of restaurants are lacking of these simple things!! I hate ordering food and the person behind the register or serving the food have an attitude. You get there with a smile you leave upset!!
Atmosphere: 1
Food: 4
Service: 1
Restaurantji Recommends
My tropichop came out fresh and good!
Atmosphere: 3
Food: 5
Service: 5
NOT ONCE HAVE I EATEN THERE AND BEEN CHEATED ON THE TROPI CHOP. DON'T ORDER A LARGE BECAUSE ALL YOU GET IS A LARGE PLATE WITH THE SAME AMOUNT OF FOOD AS A SMALL.
Atmosphere: 1
Food: 5
Service: 1
The place is not very clean.
We got the same meal we get all the time. But it was different this time something was missing but I couldn't tell what it was.
Atmosphere: 5
Food: 4
Service: 4
Always a problem with something at this location. Went through the drive through and got the wrong chicken in my tropichop, no sauce, and the silverware pack I received was opened and missing the napkin and fork. The soda from the machine is flat, warm, and tastes like mold
Atmosphere: 1
Food: 3
Service: 1
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