Pollo Tropical

This is by far the worst experience I have ever had at a pollo !!! All I can say is desperate time calls for desperate measures. I am not from this area and my daughter was hungry.

If I could give 0 stars, I most definitely would

9/22
8:33 pm

Manager gas lights customers
Employees are dumbfounded when you explain that the food should NOT be ICE cold in a damn drive through!

A chicken sandwich DOES NOT come cold when being given to a paying customer and I don’t care what anyone has to say about it. Room temperature, I’ll give a pass but ice cold is freaking crazy.
And then this manager spends the entire time arguing with other customers about their order. This cannot be real life.

I pay money for my food and still get told that I have to take it COLD. No, that is unacceptable. This is not food I’m being given at a food bank, I PAY FOR IT!

I cannot believe that after all of these reviews, this manager is still there. I don’t wish for anyone to not have a job but if you are in a business where customer service is the focal point, then do it effectively and efficiently!

I cannot deal with the lack of good customer service when they are the ones who choose to work here!

I will never return. I most definitely DO NOT recommend anyone in their right mind to eat here!

Atmosphere: 1

Food: 1

Service: 1

Pretty hit or miss. Sometimes the food is fresh, other times the chicken is dry,bread is stale, rice is mushy. Worse part is you don't know what your getting until after you pay.

Atmosphere: 3

Food: 3

Service: 3

Worst experience, we were in the line for 20-25 minutes, later they ask us to go through drive thru if we want to order, even though I told them I can pay by cash, the manager was behaving rude, first they charged my friend for food, amt got deducted from his bank, when he asked the manager, the manager was like call your bank for that I can't do anything.

Atmosphere: 1

Service: 1

The worst customer service we will ever have
I start going to another location, never go there all the employees rude , always attitude
NEVER ever go there

Atmosphere: 1

Food: 1

Service: 1

The way it's set up in there this is if the manager hired all her friends and family not good customer service at all

Atmosphere: 1

Food: 3

Service: 1

Waited 30 minutes for food. We were told, there was no chicken ready while we watched chicken being packed for drive-thru and online customs. Workers are TOTALLY disorganized and mess up the simplest orders.

Food: 3

Service: 1

WORST EXPERIENCE EVER ! I HATE ORDERING HERE I REGRET ALL THE TIME , THEY CANT COUNT!!!!! PLEASE DO NOT ORDER SAVE YOUR MONEY !!!!!!!! AND THE NUMBER YOU CALL THE CUSTOMER SERVICE IS RUDE AND TEHY DO NOT DO ANYTHING, THERE IS NO WAY TO CONTACT STORE AND FIX MISTAKE , DO NOT ORDERRRRRR!!!!! I PAID FOD 6 SAUCES AND RECIEVED 2 IN MY DELIVERY , FOR A 14$ PLATTER !!!!!!!! I PURPOSELY PAID FOR EXTRA AND STILL RECIEVED NOTHING, JUST AS THE TIMES BEFORE !!! THEY ARE STEALING!

Atmosphere: 1

Food: 1

Service: 1

Getting your food is almost impossible, it's always wrong, long wait even if you order online for pickup

Food: 4

Service: 3

Food tastes better I can tell the difference.

Atmosphere: 5

Food: 5

Service: 5

I absolutely love Pollo Tropical. Been eating at their restaurants since the early Miami days a couple of decades ago. This particular restaurant is horrible. The worst employees that speak their language the entire time (Creole) with horrible “can’t be bothered” attitudes. The food came out in 15 minutes (long time considering it was a simple tropichop) and it wasn’t busy. They had a ton of employees (that weren’t doing much) with an empty lobby. The biggest issue here is lack of leadership, accountability and poor productivity. There are many other options blocks away.

Good place

Great food

This happen today 05/27/2025. If I was able to give 0 star, I will done it because I came to pick up my food and they told me someone already picked it up. They didn't want to give me the or refund and the manager was a complete idiot not even trying to help and ignored me completely.

Food good, service poor. The people seemed upset at me for buying food today. Poor attitude, maybe I should have gone to Chick-fil-A..
Just left the same Pollo Tropical and once again 11/4. Good food, but the service has gotten worse. Sorry to say the workers continue to have horrible attitude toward customers.
Today 12/23
The manager a short Spanish woman was very rude loud and disrespectful when I was ordering food. This place has gone from bad to worst. What a shame

Atmosphere: 1

Food: 4

Service: 1

I would say it's ok, the staff member who served me although super friendly and super nice spoke very little English, this resulted in an order confusion and late food . Food was okay, and location was okay, I wasn't wowed.

Atmosphere: 3

Food: 3

Service: 2