Very fast service and eficience Noemi Mya and the crew maki great
Atmosphere: 5
Food: 5
Service: 5
Michelle Ruiz
I had a highly unsatisfactory experience with Santiago at both the drive-thru and the store. His demeanor was consistently unprofessional and devoid of any discernible personality.
Rosa Flores
Santiago is the worst. No customer service ethics. Do not know why he is working with people.
Service: 1
David Mayer
The food is always great as well as the service. We eat here regularly and ordered catering for my son's birthday, and it was fantastic. Thanks Santiago and Naomi.
Atmosphere: 5
Food: 5
Service: 5
D V
Pork is always dry as a rock and always missing one item from order. Never coming back.
Daniel Morell
Santiago is a great host. My wife and I get lunch several times a week. Super hard working and always brings positive energy. Highly recommend.
Atmosphere: 5
Food: 5
Service: 5
Offroad Trails
Food and service were excellent. My first time dining here. Had the shredded beef, rice, and black beans, mashed potatoes, and gravy. Food was hot and fresh. The shredded beef was seasoned perfectly. Very flavorful. The rice and beans were cooked tender. The mashed potatoes and gravy were flavorful and hot. The manager was helpful explaining the menu options. Good value for generous portions. 5 stars.
Atmosphere: 5
Food: 5
Service: 5
A
Picked up food 12/12 at 12:30pm. Guy at the drive thru was unhelpful when ordering and answer basic questions rudely. When pulling up to the window he took my card and handed me my food without speaking. He then handed my card back and slammed the window without speaking a single word. I will not be returning. I believe his name was Santiago or something with an S. A simple “hello” would have sufficed, a “thank you” would have been considered exceptional service. Do. It recommend, you will get better service at a gas station.
Atmosphere: 1
Service: 1
P R
Food is delicious. Be ready to go visit your nearest location. SOUP HIT THE SPOT. YUCA BITES WITH CHEESE.....AND MANY OTHER TASTY DISHES.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Fried Yuca
Patrick Lower
Food is always pretty good. Service is always friendly.
When this Pollo Tropical first opened, it was really good, we used to get food from here a lot and always enjoyed the yuca and the chicken and rice as well as the sauce. But me and my family stopped returning because the quality and service truly has gone downhill. I think this location should get shut down because I see no changes being made at all.
The last 4 times we have been there, the service and food has not been good at all. When we ordered Yuca and other food through the drive thru a while back. I sat there wondering what I was looking at- I wasn’t sure if it was Yuca or something else entirely. It was literally hard and burnt! I’m literally still so confused on how that could’ve happened. And they kept getting our orders messed up every time. And it happened to both of my family members multiple times. So something has got to give.
The workers also seemed a bit unprofessional and unbothered. I really don’t recommend coming here but I do have hope that someone will actually take the liberty of improving this place. And if not then it’s best for it to just get shut down entirely.
Atmosphere: 2
Food: 1
Service: 1
Ahmed Algamal
We love Pollo Tropical but today’s visit was a complete disappointment! The order was made via drive thru and they missed soups that we paid for which was a little bad surprise after we came back home. The phone number is universal not location specific and you have to enter the receipt details to request a refund. Well, tried it twice and every time they hung up after saying: we will text you a form to fill, which never happened. Why get your customer through a chain of long steps to claim their money for something you messed up!!? No other way through the website or even the app which I was forced to set up an account on based on the first phone call to be able to claim the refund! And I wish it worked after all!
Complete disappointment with this type of service. If you can’t guarantee that drive thru orders triple checked and orders are right from the first time then close the drive thu service!!
Update: next day the form was received by text, filled and a few hours later I got a note that the missing order value has been credited to my loyalty account, meaning no refund and I MUST make another purchase to be able to claim it! This is mind blowing! Why don’t you just refund me for your mistake, is this your best appreciation effort!?
Atmosphere: 4
Food: 4
Service: 2
John Giannini
Disappointed as chicken I received was very much on the dry over done side , so was rice , not a good experience here at this location , I’ll try one more time in near future but won’t come back if a repeat of this visit.
Very fast service and eficience Noemi Mya and the crew maki great
Atmosphere: 5
Food: 5
Service: 5
I had a highly unsatisfactory experience with Santiago at both the drive-thru and the store. His demeanor was consistently unprofessional and devoid of any discernible personality.
Santiago is the worst. No customer service ethics. Do not know why he is working with people.
Service: 1
The food is always great as well as the service. We eat here regularly and ordered catering for my son's birthday, and it was fantastic. Thanks Santiago and Naomi.
Atmosphere: 5
Food: 5
Service: 5
Pork is always dry as a rock and always missing one item from order. Never coming back.
Santiago is a great host. My wife and I get lunch several times a week. Super hard working and always brings positive energy. Highly recommend.
Atmosphere: 5
Food: 5
Service: 5
Food and service were excellent. My first time dining here. Had the shredded beef, rice, and black beans, mashed potatoes, and gravy. Food was hot and fresh. The shredded beef was seasoned perfectly. Very flavorful. The rice and beans were cooked tender. The mashed potatoes and gravy were flavorful and hot. The manager was helpful explaining the menu options. Good value for generous portions. 5 stars.
Atmosphere: 5
Food: 5
Service: 5
Picked up food 12/12 at 12:30pm. Guy at the drive thru was unhelpful when ordering and answer basic questions rudely. When pulling up to the window he took my card and handed me my food without speaking. He then handed my card back and slammed the window without speaking a single word. I will not be returning. I believe his name was Santiago or something with an S. A simple “hello” would have sufficed, a “thank you” would have been considered exceptional service. Do. It recommend, you will get better service at a gas station.
Atmosphere: 1
Service: 1
Food is delicious. Be ready to go visit your nearest location. SOUP HIT THE SPOT. YUCA BITES WITH CHEESE.....AND MANY OTHER TASTY DISHES.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Fried Yuca
Food is always pretty good. Service is always friendly.
Atmosphere: 5
Food: 4
Service: 5
Restaurantji Recommends
When this Pollo Tropical first opened, it was really good, we used to get food from here a lot and always enjoyed the yuca and the chicken and rice as well as the sauce. But me and my family stopped returning because the quality and service truly has gone downhill. I think this location should get shut down because I see no changes being made at all.
The last 4 times we have been there, the service and food has not been good at all. When we ordered Yuca and other food through the drive thru a while back. I sat there wondering what I was looking at- I wasn’t sure if it was Yuca or something else entirely. It was literally hard and burnt! I’m literally still so confused on how that could’ve happened. And they kept getting our orders messed up every time. And it happened to both of my family members multiple times. So something has got to give.
The workers also seemed a bit unprofessional and unbothered. I really don’t recommend coming here but I do have hope that someone will actually take the liberty of improving this place. And if not then it’s best for it to just get shut down entirely.
Atmosphere: 2
Food: 1
Service: 1
We love Pollo Tropical but today’s visit was a complete disappointment! The order was made via drive thru and they missed soups that we paid for which was a little bad surprise after we came back home. The phone number is universal not location specific and you have to enter the receipt details to request a refund. Well, tried it twice and every time they hung up after saying: we will text you a form to fill, which never happened. Why get your customer through a chain of long steps to claim their money for something you messed up!!? No other way through the website or even the app which I was forced to set up an account on based on the first phone call to be able to claim the refund! And I wish it worked after all!
Complete disappointment with this type of service. If you can’t guarantee that drive thru orders triple checked and orders are right from the first time then close the drive thu service!!
Update: next day the form was received by text, filled and a few hours later I got a note that the missing order value has been credited to my loyalty account, meaning no refund and I MUST make another purchase to be able to claim it! This is mind blowing! Why don’t you just refund me for your mistake, is this your best appreciation effort!?
Atmosphere: 4
Food: 4
Service: 2
Disappointed as chicken I received was very much on the dry over done side , so was rice , not a good experience here at this location , I’ll try one more time in near future but won’t come back if a repeat of this visit.
Atmosphere: 4
Food: 2
Service: 5
Very good food
They don’t attend good
Atmosphere: 1
Food: 2
Service: 1
Recommended dishes: Crispy Chicken
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