We live about 40 minutes away and this is one of the places in Gainesville my wife and I like to stop if we are in town. Before covid this was a nice place. So when we think of eating here and driving all the way here to eat, that is the way we remember it. Well it's not that way anymore! The previous time we went we found that the dining room was still closed and ate in our car in the filthy parking lot. Last night we tried it again. This time the dinning room was open but probably should have been left closed. There used to be a nice condiment bar and drink machine and a clean organized dining area. Now the condiment station is completely gone, no drink machine, the tables were very loosely organized and not one table was clean, all were covered in a sticky messy glaze. And the floor was even worse. The food we ordered was OK but they had no plantains and I felt like I was burdening them when I asked for condiments. When we were leaving, the parking area was empty and I noticed that it was a complete mess, with trash everywhere. What a total and complete disappointment! I don't know how they are able to pass any kind of health dept. Inspection. Who ever the franchise owner is better get with it, because your place has turned into a dump!
FSUfaninWA
Went for dinner at 7 pm. When I order the half chicken, was told it would be a 30 minute wait. Another staff member pointed out three racks of chicken. The person behind the register appologized by saying she didn't see them. Got our food but had to go back for the sauces. Three of the staff went out to use their cell phones and came in and closed the dining area and register. Orders only by the app or drive thru, this was before 7:30 pm. My chicken was raw. Parts of it had blood. Showed my wife and we left. The AC was not working in the dining area either. Will not be back.
U7675NKchrisr
Manager was exceptionally rude. Waited 30 minutes to find out they could not make a meal. Told to go online to get refund, delivered only 1 meal without attempting to solve problem. Will NEVER return to this place again
Yves S. Dorvil
Obviously, something is wrong with this restaurant. There's a need for the corporate office to intervene and fix this place. It's nowhere near to the name "Pollo Tropical".That's not the Pollo Tropical I'm used to in South Florida. Too many inconsistencies!
Gabe Nonken
We waited 30 minutes for this food and asked for the family meal; however, we were told we would need to wait an hour for the chicken breast to cook. We decided to get bowls instead and somehow they were out of black beans. We payed the extra $4 for avocado slices in our bowls which they just did not put in either of our bowls. $36 for two bowls and wraps was just not all worth the wait and ultimately I found scammed. Never coming back to this pollo tropical sadly as it one of my favorite places to eat.
Eva Hernandez
WORST POLLO TROPICAL EVER!!!! listen, I love Pollo tropical since I was a little girl growing up in Miami… But this one, Jesus take the wheel. Beans and chicken all dried up. When you ask for extra garlic cilantro sauce they say they can’t give it to you. My husband asked for a lemonade, cashier rolled her eyes said they didn’t have any when we clearly saw a whole container full of lemonade. Waiting in the car line for about 30-45 minutes. It gets worst and worst every time. Service sucks. Attitude there sucks. Obviously the manager doesn’t care. ?? I can go on and on.
Michelle Guevara
This is a perfect example that although a place can have good food. Poor costumer service ruins it. We stood in line for 25 minutes. Never got our order taken. Once we got to the front of the line they informed us that they only do drive through orders. Inside is only to pick up orders. Mind you, they didn’t have a single sign up saying that they don’t take orders. They had multiple employees standing doing nothing and no one told us. Don’t waste your time waiting in line for no reason like we did. Drive thru line was long and we didn’t see it move an inch.
personala860
They don't even know how to cut a chicken, let alone cook one, they get your order wrong (always short), the consistency of the food is terrible. Beans ordered were almost all water.
chosenoneholy1
It’s been few years since I been in to a Pollo Tropical. I was disappointed with the chicken breast was dry and hard to cut(they didn’t have knifes and even saw another couple asking for a knife), wedges were old and.hard as you can see in the picture. Overall taste/seasoning is not there, atmosphere/ was not what I expected or remember, it was hip hop instead of Spanish music. Now service was great, very friendly, please keep that up, food and atmosphere please step that up, I would hate to see this place go down anymore. Thank you!
Adreenah W.
Placed an order at PolloTropical.com but when I went to pick it up no one responded at the drive through even through the drive through lights were still on. It was about 20 minutes before they were supposed to close. Multiple cars were in line just all waiting. Finally I went to the window letting them know I had ordered I lined, already paid, and had been waiting in the line. They told me all the food had been thrown away and they had already closed. The manager told me the orders are from a third party so even though the order says it was received on my email the restaurant actually didn’t receive it. The restaurant couldn’t even process a refund I had to call some 1800 number from the email they didn’t work then I googled a number to finally reach someone who couldn’t help me either. He said he would have to submit it to higher management and couldn’t provide me with any timeframe for it to be resolved. So that’s $12 worth of food that I needed got. I can clearly see were the money was taken from my account. I may have to dispute it with my bank if it doesn’t get resolved. This isn’t the first time that I noticed Pollo Tropical at this location closed when they are supposed to be open it’s happened numerous times. Sometimes it’s hours before they are supposed to close, you never know what to expect here.
I love Pollo tropical. I really appreciate their vegan options even though the smell of the chicken and pork makes me wish I could partake. This is not the best Pollo tropical I've ever been to, that one goes to the Hillsborough avenue in Tampa location, however these guys are really close to that mark. Service was good, you can tell that they're having some staffing issues, but they are doing their best.
fredrikwood
I eat here from time to time because I crave their menu, but they rarely get it all right. The Churrasco was pretty good, but a little too done. They forgot the chopped tomatoes and corn on the tropichop and they were out of red beans. That was understandable and they gave me black beans on the side instead and they were really very good! I ordered on line for pick up on the shelf so I wouldn't have to wait, but I had to wait in drive thru line for 45 minutes even though there were only a about 6 or 7 cars in front of me because lobby was closed at 8:30 and I did not know that when placing the order, so I got my meal very late and that was probably why it was cooked to much with them trying to keep it warm which they did pretty good. If the lobby were open, it would probably have worked okay, but the staff all seemed pretty unhappy like the several previous times I have gone. Something is not working right at this store. I remember when they first opened here and they ran smoothly and everything got done right! I wish they could get there again because their menu is awesome!
J R
This pollo tropical is ghetto and the people up front have a dgaf attitude. Who's running this place? I ordered online and which forces curbside pickup. I waited 15 min in my truck waiting for one of the employee to come out and hand me my food. I got tired of waiting and went in and my order was not even ready. 5 minutes after telling the girl at the counter about my order they tell me they have no brown rice, no mash potatoes. So I opted for white rice and they didn't give me black beans I found out when I got to my hotel. Management needs to be fired, this is not the first time I have an issue with this place at this location. This is the first time I complain about it because its needed and upper management needs to know.
Michael Petrossian
Recently placed an online order at this location . My pick up time was 230. I showed up at 250. Food wasnt ready. My food didn't come out until 310 pm. When they gave it to me they said they didn't have steak ready it would be another 15 mins. I asked for a refund they told me to call an 800 number. I really advise not to eat here . The staffing is not trained and it's a hot mess of a restaurant.
We live about 40 minutes away and this is one of the places in Gainesville my wife and I like to stop if we are in town. Before covid this was a nice place. So when we think of eating here and driving all the way here to eat, that is the way we remember it. Well it's not that way anymore! The previous time we went we found that the dining room was still closed and ate in our car in the filthy parking lot. Last night we tried it again. This time the dinning room was open but probably should have been left closed. There used to be a nice condiment bar and drink machine and a clean organized dining area. Now the condiment station is completely gone, no drink machine, the tables were very loosely organized and not one table was clean, all were covered in a sticky messy glaze. And the floor was even worse. The food we ordered was OK but they had no plantains and I felt like I was burdening them when I asked for condiments. When we were leaving, the parking area was empty and I noticed that it was a complete mess, with trash everywhere. What a total and complete disappointment! I don't know how they are able to pass any kind of health dept. Inspection. Who ever the franchise owner is better get with it, because your place has turned into a dump!
Went for dinner at 7 pm. When I order the half chicken, was told it would be a 30 minute wait. Another staff member pointed out three racks of chicken. The person behind the register appologized by saying she didn't see them. Got our food but had to go back for the sauces. Three of the staff went out to use their cell phones and came in and closed the dining area and register. Orders only by the app or drive thru, this was before 7:30 pm. My chicken was raw. Parts of it had blood. Showed my wife and we left. The AC was not working in the dining area either. Will not be back.
Manager was exceptionally rude. Waited 30 minutes to find out they could not make a meal. Told to go online to get refund, delivered only 1 meal without attempting to solve problem. Will NEVER return to this place again
Obviously, something is wrong with this restaurant. There's a need for the corporate office to intervene and fix this place. It's nowhere near to the name "Pollo Tropical".That's not the Pollo Tropical I'm used to in South Florida. Too many inconsistencies!
We waited 30 minutes for this food and asked for the family meal; however, we were told we would need to wait an hour for the chicken breast to cook. We decided to get bowls instead and somehow they were out of black beans. We payed the extra $4 for avocado slices in our bowls which they just did not put in either of our bowls. $36 for two bowls and wraps was just not all worth the wait and ultimately I found scammed. Never coming back to this pollo tropical sadly as it one of my favorite places to eat.
WORST POLLO TROPICAL EVER!!!! listen, I love Pollo tropical since I was a little girl growing up in Miami… But this one, Jesus take the wheel. Beans and chicken all dried up. When you ask for extra garlic cilantro sauce they say they can’t give it to you. My husband asked for a lemonade, cashier rolled her eyes said they didn’t have any when we clearly saw a whole container full of lemonade. Waiting in the car line for about 30-45 minutes. It gets worst and worst every time. Service sucks. Attitude there sucks. Obviously the manager doesn’t care. ?? I can go on and on.
This is a perfect example that although a place can have good food. Poor costumer service ruins it. We stood in line for 25 minutes. Never got our order taken. Once we got to the front of the line they informed us that they only do drive through orders. Inside is only to pick up orders. Mind you, they didn’t have a single sign up saying that they don’t take orders. They had multiple employees standing doing nothing and no one told us. Don’t waste your time waiting in line for no reason like we did. Drive thru line was long and we didn’t see it move an inch.
They don't even know how to cut a chicken, let alone cook one, they get your order wrong (always short), the consistency of the food is terrible. Beans ordered were almost all water.
It’s been few years since I been in to a Pollo Tropical. I was disappointed with the chicken breast was dry and hard to cut(they didn’t have knifes and even saw another couple asking for a knife), wedges were old and.hard as you can see in the picture. Overall taste/seasoning is not there, atmosphere/ was not what I expected or remember, it was hip hop instead of Spanish music. Now service was great, very friendly, please keep that up, food and atmosphere please step that up, I would hate to see this place go down anymore. Thank you!
Placed an order at PolloTropical.com but when I went to pick it up no one responded at the drive through even through the drive through lights were still on. It was about 20 minutes before they were supposed to close. Multiple cars were in line just all waiting. Finally I went to the window letting them know I had ordered I lined, already paid, and had been waiting in the line. They told me all the food had been thrown away and they had already closed. The manager told me the orders are from a third party so even though the order says it was received on my email the restaurant actually didn’t receive it. The restaurant couldn’t even process a refund I had to call some 1800 number from the email they didn’t work then I googled a number to finally reach someone who couldn’t help me either. He said he would have to submit it to higher management and couldn’t provide me with any timeframe for it to be resolved. So that’s $12 worth of food that I needed got. I can clearly see were the money was taken from my account. I may have to dispute it with my bank if it doesn’t get resolved. This isn’t the first time that I noticed Pollo Tropical at this location closed when they are supposed to be open it’s happened numerous times. Sometimes it’s hours before they are supposed to close, you never know what to expect here.
Restaurantji Recommends
I love Pollo tropical. I really appreciate their vegan options even though the smell of the chicken and pork makes me wish I could partake. This is not the best Pollo tropical I've ever been to, that one goes to the Hillsborough avenue in Tampa location, however these guys are really close to that mark. Service was good, you can tell that they're having some staffing issues, but they are doing their best.
I eat here from time to time because I crave their menu, but they rarely get it all right. The Churrasco was pretty good, but a little too done. They forgot the chopped tomatoes and corn on the tropichop and they were out of red beans. That was understandable and they gave me black beans on the side instead and they were really very good! I ordered on line for pick up on the shelf so I wouldn't have to wait, but I had to wait in drive thru line for 45 minutes even though there were only a about 6 or 7 cars in front of me because lobby was closed at 8:30 and I did not know that when placing the order, so I got my meal very late and that was probably why it was cooked to much with them trying to keep it warm which they did pretty good. If the lobby were open, it would probably have worked okay, but the staff all seemed pretty unhappy like the several previous times I have gone. Something is not working right at this store. I remember when they first opened here and they ran smoothly and everything got done right! I wish they could get there again because their menu is awesome!
This pollo tropical is ghetto and the people up front have a dgaf attitude. Who's running this place? I ordered online and which forces curbside pickup. I waited 15 min in my truck waiting for one of the employee to come out and hand me my food. I got tired of waiting and went in and my order was not even ready. 5 minutes after telling the girl at the counter about my order they tell me they have no brown rice, no mash potatoes. So I opted for white rice and they didn't give me black beans I found out when I got to my hotel. Management needs to be fired, this is not the first time I have an issue with this place at this location. This is the first time I complain about it because its needed and upper management needs to know.
Recently placed an online order at this location . My pick up time was 230. I showed up at 250. Food wasnt ready. My food didn't come out until 310 pm. When they gave it to me they said they didn't have steak ready it would be another 15 mins. I asked for a refund they told me to call an 800 number. I really advise not to eat here . The staffing is not trained and it's a hot mess of a restaurant.
Not impressed
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