I was rushed so decided to order on line for faster service, usually I use the drive-thru. Order was suppose to be ready in 15 minutes at 6:15pm. I arrived at 6:13 to pick up and waited at counter about 5 minutes to speak to someone for my order. After checking was told it's not ready yet, to wait. After asking several more times about my order I was told the same thing, it's not ready yet or, their cooking it. It's not a large order, food for two, no sides. Meanwhile at least a dozen people came in, placed orders at the counter and left with their food. After waiting a full 30 minutes I asked for a refund since I had paid on line on their website and did not get my order. The manager who was very rude told me we don't rufund online orders you have to do that on their website. I said I don't recall seeing a refund button and I'm not tossing $31.00 away. So I asked how much longer do I have to wait for my food, it's now been 40 munutes that I have been standing at the end of the counter. So she looked on her computer screen and found my order, which they had not even started to process yet and said, we have to cook the steak so you'll have to wait. 55 minutes after my arrival, I was walking out of their door with my food in hand NEVER TO RETURN TO THIS HORRIBLE PLACE AGAIN! What an experience. You just lost a loyal customer of 9 years Pollo Tropical.
Atmosphere: 1
Food: 3
Service: 1
Carola Ochoa
Very bad service
Atmosphere: 2
Food: 2
Service: 2
Thomas Kick
Kisha is one of the most sweet respectful person. Service is always good and fast. She is very helpful. I love eating here especially when she is here. Thank you
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Coconut Shrimp - With Rice & Beans
Fernando-Johannna W (SpacesMadePerfect)
Food at pollo is for the most part very good. One of our favorite close to home cooked "fast food" meals.Professional and courteous service tends to vary depending on location. I love to go to the location on university drive and Broward. Staff is always courteous and cheerful.One location I will avoid if you can is on east commercial about 1 mile east of 441. For some reason drive through has always been extremely slow with a much younger staff. Nevertheless you can't go wrong with pollo despite the small hiccups.
Atmosphere: 5
Food: 5
Service: 4
Recommended dishes: Black Beans, Wrap, Yellow Rice
Dayana Fiallo
They have no cilantro sauce, everyone has a horrible attitude.Just horrible. No customer service. I ordered at Took them about 12 mins to bring me my food to the car and the place was practically empty. The food was a mess, only one small piece of avocado.Just see the picture and im sure im missing chicken and a avocado. Just horrible! Rice was raw.
Atmosphere: 1
Food: 1
Service: 1
Timur Khan
Nice place. But the fact that you have to asl for a code for a bathroom even if you are a customer just made me surprised
Atmosphere: 3
Food: 4
Service: 4
Pamela Diggs
Chicken was very dry ...
Atmosphere: 4
Food: 3
Service: 4
Jason AlFord
I ordered through app for a 3:55 pickup. I’m typing this at 4:25 PM b/c the food still isn’t ready.When I asked a manager why, she said “she is supposed to make it” - indicating the tiny older woman at the cash-wrap. When I tell her she just moved me down the counter and said wait here - for 20+ mins while she filled other orders, the manager replied with “she just doesn’t want to make it. She’s always like that”. After the manager got on her, she reluctantly made my order - no sauces as requested were given, and she finished the order in about 3 or 4 minutes.No reason for this service. Avoid.
Atmosphere: 2
Food: 2
Service: 1
John Pellican
I went to the store at2675 N. University Dr.Sunrise, FL. 33322I ordered a family meal. 1 whole chicken, beans and rice and some rolls. They put the chicken in a floppy- cheesy Styrofoam container and put it in the bag first. Then they put the containers of beans and rice on top of the floppy Styrofoam container. She hands me the bag and I carefully set it on my passenger seat. I drove 3 blocks to my house and the beans and rice was all over the place. What a mess. The cashier maybe had a 50 IQ at best. She couldn't even operate my debit card. She had to get someone else to do it. It's too bad because that Pollo Tropical is very close to my house. Now I would never go back to that store after that adventure. One star is an overstatement.
I ask for sauce. I rarely get the sauce . Cuban sandwich was cold and not cut in half. Not the first time either.
Atmosphere: 3
Food: 2
Service: 3
Ray Bannister
It is very difficult to order because the cashier does not comprehend English. She spoke Spanish. It's not cool. I am all for people working in America, but please learn the language if you're dealing with the general public. Management should make changes.The food is what I expected.The eating area was clean.
Atmosphere: 4
Food: 3
Service: 2
Recommended dishes: Black Beans, Kids Tropichop Bowl, Grilled Chicken
roody gaston
The rice from the family meal could only feed two adults and one child. Definitely not for a family of four!”
Andrea Vazquez
Oh, dear! The food was just alright, when I went inside to order my meal, all I could hear was the manager yelling at the young lady by the window. It's absolutely not the right way to treat your employees, especially in front of customers.
Atmosphere: 1
Food: 3
Service: 1
Irma Reyes
The food was delicious and fresh. The only complaint I can say is that the cashier was giving me an explanation of why I couldn't change the white rice n beans for just yellow rice. ?♀️ Really?!
Beautiful Decoration ?
I was rushed so decided to order on line for faster service, usually I use the drive-thru. Order was suppose to be ready in 15 minutes at 6:15pm. I arrived at 6:13 to pick up and waited at counter about 5 minutes to speak to someone for my order. After checking was told it's not ready yet, to wait. After asking several more times about my order I was told the same thing, it's not ready yet or, their cooking it. It's not a large order, food for two, no sides. Meanwhile at least a dozen people came in, placed orders at the counter and left with their food. After waiting a full 30 minutes I asked for a refund since I had paid on line on their website and did not get my order. The manager who was very rude told me we don't rufund online orders you have to do that on their website. I said I don't recall seeing a refund button and I'm not tossing $31.00 away. So I asked how much longer do I have to wait for my food, it's now been 40 munutes that I have been standing at the end of the counter. So she looked on her computer screen and found my order, which they had not even started to process yet and said, we have to cook the steak so you'll have to wait. 55 minutes after my arrival, I was walking out of their door with my food in hand NEVER TO RETURN TO THIS HORRIBLE PLACE AGAIN! What an experience. You just lost a loyal customer of 9 years Pollo Tropical.
Atmosphere: 1
Food: 3
Service: 1
Very bad service
Atmosphere: 2
Food: 2
Service: 2
Kisha is one of the most sweet respectful person. Service is always good and fast. She is very helpful. I love eating here especially when she is here. Thank you
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Coconut Shrimp - With Rice & Beans
Food at pollo is for the most part very good. One of our favorite close to home cooked "fast food" meals.Professional and courteous service tends to vary depending on location. I love to go to the location on university drive and Broward. Staff is always courteous and cheerful.One location I will avoid if you can is on east commercial about 1 mile east of 441. For some reason drive through has always been extremely slow with a much younger staff. Nevertheless you can't go wrong with pollo despite the small hiccups.
Atmosphere: 5
Food: 5
Service: 4
Recommended dishes: Black Beans, Wrap, Yellow Rice
They have no cilantro sauce, everyone has a horrible attitude.Just horrible. No customer service. I ordered at Took them about 12 mins to bring me my food to the car and the place was practically empty. The food was a mess, only one small piece of avocado.Just see the picture and im sure im missing chicken and a avocado. Just horrible! Rice was raw.
Atmosphere: 1
Food: 1
Service: 1
Nice place. But the fact that you have to asl for a code for a bathroom even if you are a customer just made me surprised
Atmosphere: 3
Food: 4
Service: 4
Chicken was very dry ...
Atmosphere: 4
Food: 3
Service: 4
I ordered through app for a 3:55 pickup. I’m typing this at 4:25 PM b/c the food still isn’t ready.When I asked a manager why, she said “she is supposed to make it” - indicating the tiny older woman at the cash-wrap. When I tell her she just moved me down the counter and said wait here - for 20+ mins while she filled other orders, the manager replied with “she just doesn’t want to make it. She’s always like that”. After the manager got on her, she reluctantly made my order - no sauces as requested were given, and she finished the order in about 3 or 4 minutes.No reason for this service. Avoid.
Atmosphere: 2
Food: 2
Service: 1
I went to the store at2675 N. University Dr.Sunrise, FL. 33322I ordered a family meal. 1 whole chicken, beans and rice and some rolls. They put the chicken in a floppy- cheesy Styrofoam container and put it in the bag first. Then they put the containers of beans and rice on top of the floppy Styrofoam container. She hands me the bag and I carefully set it on my passenger seat. I drove 3 blocks to my house and the beans and rice was all over the place. What a mess. The cashier maybe had a 50 IQ at best. She couldn't even operate my debit card. She had to get someone else to do it. It's too bad because that Pollo Tropical is very close to my house. Now I would never go back to that store after that adventure. One star is an overstatement.
Restaurantji Recommends
I ask for sauce. I rarely get the sauce . Cuban sandwich was cold and not cut in half. Not the first time either.
Atmosphere: 3
Food: 2
Service: 3
It is very difficult to order because the cashier does not comprehend English. She spoke Spanish. It's not cool. I am all for people working in America, but please learn the language if you're dealing with the general public. Management should make changes.The food is what I expected.The eating area was clean.
Atmosphere: 4
Food: 3
Service: 2
Recommended dishes: Black Beans, Kids Tropichop Bowl, Grilled Chicken
The rice from the family meal could only feed two adults and one child. Definitely not for a family of four!”
Oh, dear! The food was just alright, when I went inside to order my meal, all I could hear was the manager yelling at the young lady by the window. It's absolutely not the right way to treat your employees, especially in front of customers.
Atmosphere: 1
Food: 3
Service: 1
The food was delicious and fresh. The only complaint I can say is that the cashier was giving me an explanation of why I couldn't change the white rice n beans for just yellow rice. ?♀️ Really?!
Atmosphere: 5
Food: 5
Service: 4