No restroom available for customers. There’s dining room.
Daniel Alcala
I recently visited this establishment and was appalled by the terrible service. Unfortunately, most of the employees were extremely rude and unprofessional. As a paying customer, I was treated poorly, feeling like I was begging for food rather than receiving the service I deserved.
Unless significant improvements are made, I would strongly advise against visiting this place."
Atmosphere: 1
Food: 1
Service: 1
Isaac Febrero Valiente
Bathroom only for employees really!
Atmosphere: 1
Food: 1
Service: 1
Fred
It's a small restaurant mainly with window and drive through service. Almost no parking. So it's easier just to use drive through service. Off a very busy street depending the time of day.
Atmosphere: 3
Food: 5
Service: 5
Recommended dishes: Cuban Sandwich, Boneless Chicken Breast - Entrée Only, Boneless Chicken Breasts - With 1 Side, Sweet Plantains, Black Beans, Chicken Caesar Wrap, Family Meal Duo
Glenda Vilchez
THESE EMPLOYEES ARE THE WORST. THEY ARE VERY RUDE!!
Service: 1
Minelli Reyes
No even my dog wants to eat it.
Raquel Kelis, & Sarai
I rode up to this place and waited 2 to 3 minutes at the kiosk, deciding the order and listening for a may I take your order. Nothing. Still waiting. I said "hello". One second, ma'am response. 4 minutes later. Sorry for the wait. For real? Come on. I rode to the 2nd window because the 1st wasn't available. I met Hannah or Bannah per ID tag, and she said yes, ma'am; sorry for the wait at 8.55. I said that's almost the exact time spent at the kiosk. She says I know we're low-staffed, and she's been in since the morning. It's 10:15 pm. I said it would have been beneficial for a greeting, at least at the kiosk. She said, "Exactly, that's how low-staffed we are." I got the food immediately. Have a good night, ma'am. Get this woman some help, Pollo Tropical!
Erick Benavides
If you can find another place to eat? This place is a joke for the customer,over 30 mins in line to get some food,avoid this place and the horrible service they give,they should be sued
Atmosphere: 1
Food: 1
Service: 1
Ashley Rivera
Please don’t ever go here. This location has a bus stop right in front. Has people walking up to your car asking for money and food literally walking up to your window not giving you personal space whatsoever. My order was completely wrong and incomplete and the window had about 5 individuals who did nothing to stop the person squeezing into my window. I never felt more uncomfortable.
Atmosphere: 1
Food: 2
Service: 1
Recommended dishes: Create Your Own Tropichop Bowl
Orwins Cunill
I ordered online, picked up my food, but they forgot my lemonade. I asked the lady, and she made one for me. After leaving, I checked for fried yucca, but it wasn't there. I drove back, asked for yucca, and received it. When I went to eat and opened my plate, I found no black beans and the peppers and onions weren't cut. I had to cut them myself, which made me lose my appetite.
Atmosphere: 2
Food: 3
Service: 1
Recommended dishes: Create Your Own Tropichop Bowl
EDIT: NOT SURE IF MANAGEMENT SAW THIS REVIEW BUT THE DRINKS FINALLY TASTE NORMAL! Adding stars back on. Thank you Pollo.
Their drinks taste like there’s mold in it! Specifically the Diet Coke. I’ve ordered it multiple times in hopes that it’ll taste better - but moldy. Wouldn’t be surprised if someone gets sick or has already gotten sick. Their guns or hoses probably haven’t been cleaned or flushed out in a while.
Food is always solid though! Service - you’re playing roulette. It’s either good or bad.
Atmosphere: 4
Food: 4
Service: 4
Susana Diaz
Avoid this Pollo Tropical if you expect accuracy or good customer service. The employees clearly don’t know how to read online orders. Ordering a family pack is pointless because they pack everything individually however they want. Don’t bother calling the store—they don’t answer the phone, and even if they did, they’ll never admit to being wrong. As for the central office, they’re just as bad—completely unhelpful and only there to open tickets without resolving anything
Atmosphere: 1
Food: 1
Service: 1
GG
After placing an order in the drive-thru, instructions were given to wait at the first window because the order would be ready soon. Unfortunately, the wait extended to 15 minutes, only to then be directed to the next window. The first window cashier did apologize, which was appreciated.
Once the food was received, a decision was made to park in the lot and eat. While finishing the meal, a child asked for the apple juice included in the kids' meal. Upon checking the bag, it was discovered that the apple juice and cookie were missing.
The car was exited, and the receipt was taken to inform the staff about the missing items. A manager, identified as a White-Hispanic woman wearing a black shirt, approached and inquired if assistance was needed. After explaining the situation, the manager apologized and stated that cookies were unavailable, offering a drink as a replacement. Upon requesting alternative substitutions, the chocolate cake was suggested and accepted.
Here’s where the issue arose. While searching for the chocolate cake, the manager, assuming Spanish was not understood, asked a bilingual employee in Spanish if a chocolate cake had already been provided. The employee responded no, and the manager then located the cake.
This complaint is being written because the experience was extremely offensive. First, patronizing this establishment resulted in being made to feel like a liar over an item that had never been received. Adding to the insult, the manager chose to speak in Spanish in front of a customer, assuming the language barrier. The appropriate action would have been to address the employee privately or trust the customer’s word. This behavior is completely unacceptable and must be addressed immediately.
Atmosphere: 1
Food: 2
Service: 1
Gerdeline Souarin
This evening as I regularly go and grab my meal always at this location cause my home is less than a mile. I was sadly disappointed with my experience in the drive thru lane. The cashier was not just rude, but gave an nonchalant service, and first introduction is everything when a costumers approaching ready to spin there money.
Insidelane Emp# 469746 Taliyah
Food was great as always
Please management let's get these cashier and team members happy and not grudgingly when there face represents you guys company.
Happy Holidays
Atmosphere: 2
Food: 4
Roy Al
Second time ordering from this location thru Uber Eats and both times there's something missing. 1st time was missing a sandwich and now my 2nd order missing the mojo pork 🤦♂️🤦♂️🤦♂️🤦♂️ if ya can't take orders correctly, don't do it. Pollo Trop just lost a long time customer
No restroom available for customers. There’s dining room.
I recently visited this establishment and was appalled by the terrible service. Unfortunately, most of the employees were extremely rude and unprofessional. As a paying customer, I was treated poorly, feeling like I was begging for food rather than receiving the service I deserved.
Unless significant improvements are made, I would strongly advise against visiting this place."
Atmosphere: 1
Food: 1
Service: 1
Bathroom only for employees really!
Atmosphere: 1
Food: 1
Service: 1
It's a small restaurant mainly with window and drive through service. Almost no parking. So it's easier just to use drive through service. Off a very busy street depending the time of day.
Atmosphere: 3
Food: 5
Service: 5
Recommended dishes: Cuban Sandwich, Boneless Chicken Breast - Entrée Only, Boneless Chicken Breasts - With 1 Side, Sweet Plantains, Black Beans, Chicken Caesar Wrap, Family Meal Duo
THESE EMPLOYEES ARE THE WORST. THEY ARE VERY RUDE!!
Service: 1
No even my dog wants to eat it.
I rode up to this place and waited 2 to 3 minutes at the kiosk, deciding the order and listening for a may I take your order. Nothing. Still waiting. I said "hello". One second, ma'am response. 4 minutes later. Sorry for the wait. For real? Come on. I rode to the 2nd window because the 1st wasn't available. I met Hannah or Bannah per ID tag, and she said yes, ma'am; sorry for the wait at 8.55. I said that's almost the exact time spent at the kiosk. She says I know we're low-staffed, and she's been in since the morning. It's 10:15 pm. I said it would have been beneficial for a greeting, at least at the kiosk. She said, "Exactly, that's how low-staffed we are." I got the food immediately. Have a good night, ma'am. Get this woman some help, Pollo Tropical!
If you can find another place to eat? This place is a joke for the customer,over 30 mins in line to get some food,avoid this place and the horrible service they give,they should be sued
Atmosphere: 1
Food: 1
Service: 1
Please don’t ever go here. This location has a bus stop right in front. Has people walking up to your car asking for money and food literally walking up to your window not giving you personal space whatsoever. My order was completely wrong and incomplete and the window had about 5 individuals who did nothing to stop the person squeezing into my window. I never felt more uncomfortable.
Atmosphere: 1
Food: 2
Service: 1
Recommended dishes: Create Your Own Tropichop Bowl
I ordered online, picked up my food, but they forgot my lemonade. I asked the lady, and she made one for me. After leaving, I checked for fried yucca, but it wasn't there. I drove back, asked for yucca, and received it. When I went to eat and opened my plate, I found no black beans and the peppers and onions weren't cut. I had to cut them myself, which made me lose my appetite.
Atmosphere: 2
Food: 3
Service: 1
Recommended dishes: Create Your Own Tropichop Bowl
Restaurantji Recommends
EDIT: NOT SURE IF MANAGEMENT SAW THIS REVIEW BUT THE DRINKS FINALLY TASTE NORMAL! Adding stars back on. Thank you Pollo.
Their drinks taste like there’s mold in it! Specifically the Diet Coke. I’ve ordered it multiple times in hopes that it’ll taste better - but moldy. Wouldn’t be surprised if someone gets sick or has already gotten sick. Their guns or hoses probably haven’t been cleaned or flushed out in a while.
Food is always solid though! Service - you’re playing roulette. It’s either good or bad.
Atmosphere: 4
Food: 4
Service: 4
Avoid this Pollo Tropical if you expect accuracy or good customer service.
The employees clearly don’t know how to read online orders. Ordering a family pack is pointless because they pack everything individually however they want. Don’t bother calling the store—they don’t answer the phone, and even if they did, they’ll never admit to being wrong. As for the central office, they’re just as bad—completely unhelpful and only there to open tickets without resolving anything
Atmosphere: 1
Food: 1
Service: 1
After placing an order in the drive-thru, instructions were given to wait at the first window because the order would be ready soon. Unfortunately, the wait extended to 15 minutes, only to then be directed to the next window. The first window cashier did apologize, which was appreciated.
Once the food was received, a decision was made to park in the lot and eat. While finishing the meal, a child asked for the apple juice included in the kids' meal. Upon checking the bag, it was discovered that the apple juice and cookie were missing.
The car was exited, and the receipt was taken to inform the staff about the missing items. A manager, identified as a White-Hispanic woman wearing a black shirt, approached and inquired if assistance was needed. After explaining the situation, the manager apologized and stated that cookies were unavailable, offering a drink as a replacement. Upon requesting alternative substitutions, the chocolate cake was suggested and accepted.
Here’s where the issue arose. While searching for the chocolate cake, the manager, assuming Spanish was not understood, asked a bilingual employee in Spanish if a chocolate cake had already been provided. The employee responded no, and the manager then located the cake.
This complaint is being written because the experience was extremely offensive. First, patronizing this establishment resulted in being made to feel like a liar over an item that had never been received. Adding to the insult, the manager chose to speak in Spanish in front of a customer, assuming the language barrier. The appropriate action would have been to address the employee privately or trust the customer’s word. This behavior is completely unacceptable and must be addressed immediately.
Atmosphere: 1
Food: 2
Service: 1
This evening as I regularly go and grab my meal always at this location cause my home is less than a mile. I was sadly disappointed with my experience in the drive thru lane. The cashier was not just rude, but gave an nonchalant service, and first introduction is everything when a costumers approaching ready to spin there money.
Insidelane Emp# 469746 Taliyah
Food was great as always
Please management let's get these cashier and team members happy and not grudgingly when there face represents you guys company.
Happy Holidays
Atmosphere: 2
Food: 4
Second time ordering from this location thru Uber Eats and both times there's something missing. 1st time was missing a sandwich and now my 2nd order missing the mojo pork 🤦♂️🤦♂️🤦♂️🤦♂️ if ya can't take orders correctly, don't do it. Pollo Trop just lost a long time customer
Food: 4
Service: 2
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