Pollo Tropical
Reviews and Complaints

Really, really a bad experience!

This a the 3rd time I try to make an online order at this particular restaurant with not success whatsoever.
This time I waited over 40 minutes and decided to call corporate about it
And the lady "Maia" even gotten a little be tedious about me complaining.

The Manager "Mr. Irvin".
I complained that I had been there for over 40 minutes without any one try or even bother to ask or to guide me in the right direction so I could pick up my food.
I was standing under a sign that says "online pick up order".
I was trying to let him know so they can better their service for all their customers because either they don't have a lot online orders or they just have a system that is not helping the customers at all or the last resolution is they don't even care.

If you have a side for online pick up, that should be where the pick up should be available.
If you're going to use another location for the pick up put a sign there or let the customer knows where the pick up area is.
All I am telling you and complaining about is the bad service you have on the online order pick up area so you can focus more and give at least a better service to all your online customers.

Adolfo Castillo.

I visit Pollo tropical quite often because food is good, great price & a lot of options

But lately I have been very upset about my local Pollo Tropical restaurant, because they stopped serving Chimichurri sauce, yet they still serve the churrasco meals !

Like your TV commercial says you serve it with chimichurri sauce because without it, its just Skirt Stake ! But thats false advertising because my local restaurant told me they had discontinuad the chimichurri sauce ! So I just get skirt stake now —WHY ?

The store is on 11806, Biscayne Blvd in North Miami, Fl. 33181

By the way, the store is very busy, but only has 1star reviews, I think everything in that store should be improved, does not say good thinhs about the name.

Friday Jan 20 I placed an order through your app. My husband went to pick up the order. When he got home I found that 2 items were missing- corn soup and orange cake. I tried calling the store at SW 56 St & 140 Ave. No one answered. I tried again on Saturday and same. I wrote to corporate. At 9:14pm Carlos called, apologized and offered me a free meal. He also asked that I notify corporate that we resolved the problem. I waited until it was actually resolved. My husband went last evening. Carlos had left the country and told no one. So I’m out $6.98. I’m not happy.

I decide to file a complaint for the above-mentioned web order due to these two major issues:

1. An avocado slice was ordered, and $2.74 price was paid for it. In top of the tiny size, it was inedible. The avocado was even ripped to begin with.

2. On the web the order total was $14.31, however the actual order total was $30.97 which means more than the double amount and, in my opinion, ridiculous considering the kind of food and delivery service provided.

on 11/26/2022

around 8:30 pm

while walking up to pollo tropical I notice a very unclean place, the manager was talking to people at first while he was sitting down in one of the booths then jump up when he saw me and others walk up which look like he would take our orders but continued talking to someone for 10 minutes while all of us waited! for our orders to be taken the man did not look professional not neat kind of messy looking, and the place seem out of order this is the second time I went there the first time I got seriously sick. I would think of hiring a better professional manager. the main reason for this comment is very unprofessional ! not a clean place.

4975 W Atlantic Ave · In Delray beach Square

I ordered a curbside pickup more than 30 minutes in advance purposely to make sure they had enough time to prepare it. I arrive and the app says the order is ready but 5 minutes later no one has come to the curbside. I get out the car and go inside to find out they haven’t even started the order. A young lady is actually trying to help but Brandon stops her and tells her she needs to tell me the order is not ready and I have to wait. I go over to Brandon and say the order was scheduled for 4:30pm it is now 4:38pm the app says is ready and you’re not even apologetic or showing any customer service skill in trying to rectify the mistake. I ask for a refund, he says I can’t get a refund. To which Brandon replies I cannot get a refund. So now I either lose my money and get stuck here while he takes his sweet time so I ask him to hurry up and get to my order. He catches an attitude, says he won’t make my order and he doesn’t know what kind of parents raise me!

Good evening,

For starters, the website itself doesn't have any leads to assisting with filing a company. Store #10128 located at hialeah gardens has the worst customer service/food. They never get a order right, they never have sauce, they package the food like garbage. It's honestly disgusting, this is my third encounter with a bad experience. Please hire people who what to work and are competent enough to get an order right. It's ridiculous

Location: West Boynton Beach Blvd. Boynton Beach, Fl 33472

My husband went through the drive-through at approximately 8:15pm. tonight

Friday 9/24/22.

He ordered 2 Choppy Chop Crispy Chicken. The chicken was a small whole piece so hard I thought I broke my tooth.

The inside of chicken was so dry from the outside being so over cooked.

We couldn’t even eat the chicken so our dinner ended up being just rice and bean.

We have ordered exact items at other Pollo Tropical’s and never had an issue with the chicken. I tried calling that location to make them aware but no answer.

Hello my name is Naikely Arzola. I just placed an order thru the drive thru at pollo tropical in NW 7 st. And 57 ave. First of all i had to wait for more than 35 minutes in the drive thru. When I get there they tell me AFTER they charge me at the window that they don't have chicken at that moment. That if I wanted i could wait 45-50 minutes or get chicken breast boneless...Wich are super small for the price of a family duo dinner. Completely absurd. I tell the person I want my money refunded as I'm not waiting that long. Then another person comes and tells me we do have chicken after all wait in the parking over there and we'll take it. I said as long as it is not raw. If they have cameras at the window I'm perfectly clear about that. At the end we couldn't eat the chicken as it turns out it was in fact raw...only thing cooked was the wing because it's smaller. Absolutely disgusting. There is blood in my plate. Not juice pink blood. This store has the worst customer service. I would love to be refunded fully for what i paid there. Attached are pics of the food and my receipt. We are regular customers as we've lived in the area for years and i do not know what has happened. The quality of the service and food has changed drastically for the worst. I will not recommend this store to absolutely no one. It is a total shame. Thank you

For starters, I want to express my gratitude for Pollo Tropical over the years. They used to be my go-to at all times, never had a bad thing to say about this company. Until the last 6 months:

The Pollo Tropical on 7021 SW 8th ST in Miami, FL (Westchester). This place is an utter MESS. You're making your company look awful by hiring these people. First off, the service is TERRIBLE. Rude, attitude and a hatred of Cuban people. Particularly the manager, a heavy set dark skinned man with anger issues. These people purposely treat the customers like crap so they don't have to work. No one goes to this location for that very reason. They messed up my order 5 out of 6 times in 6 months, on the final order the purposely gave me a wrong order, the manager even looked in the bag to verify. Very unprofessional workers, really disgusting environment. A worker Kenya was also rude on various occasions to my wife and I, constantly giving us an unnecessary attitude. No thank you, no common courtesy. Where did you hire such crappy workers? They dont even do the bare minimum.

8-5-22

Pollo Tropical Complaints:

I have been a customer of yours for over 25 years. And you have a manager who is very rude, disrespectful and treated me bad.

On 8-2-2022, around 6:45 pm, at your restaurant on: 311 State Road 7, Hollywwod FL 33021 ( store # 10151 and order # 142822 ), I ordered a tropichops with yellow rice to eat in. After I tasted it I noticed that the rice was super, super salty and I could not eat it. So then I went back to the counter and I explained how salty the rice was I asked politely if they could give me some of the white rice instead, because I could not eat the super salty yellow rice. And a manager came out and I do not know his name, but he was a tall black, man that had sort of an islander accent, possibly from Trinidad or Jamaica and he told me it’s too bad, he couldn’t do anything about it.. He did this to me several weeks before at another Pollo Tropial, on West Halllandale Beach Boulevard, Hallandale FL,. That night I ordered the tropichops with white rice and the rice was super super salty. After I tasted it I went back to the counter and explained it to this manager and he told me it was too bad he could not do anything about it. I could not eat my dinner that night and I had to throw most of it out. He ripped me off and stole my money two times. And by the way, every place that this guy is a manager the food is terrible and very very salty, even though I did NOT tell him that.

Very salty food is not good and NOT good for you. It tastes terrible, it increases your blood pressure and damages your kidneys and liver, because they have to work harder to clean your blood , among other things.

I deal with customers every week and if I treated my customers like he treated me they would be furious with me and they probably would stop being my customers and would not pay. Off course, this manager does not really seem to care one way or the other. This is NO way to behave with customers and you should refund me my money for those two times and he should be fired. This manager, who I’m sure is making a very generous salary with you, with good benefits, should NOT be allowed to behave in this way. Either way, I feel that I am owed an apology.

Quejas de Pollo Tropical:

He sido un cliente suyo por más de 25 años. Y tienes un gerente que es muy grosero, irrespetuoso y me trató mal.

El 8-2-2022, alrededor de las 6:45 pm, en su restaurante en: 311 State Road 7, Hollywwod FL 33021 (tienda # 10151 y orden # 142822), pedí un tropichops con arroz amarillo para comer. Después de probarlo noté que el arroz era súper, súper salado y no podía comerlo. Así que luego volví al mostrador y le expliqué lo salado que era el arroz, le pregunté cortésmente si podían darme un poco del arroz blanco en su lugar, porque no podía comer el arroz amarillo súper salado. Y salió un gerente y no sé su nombre, pero era un muchacho, negro alto, un hombre que tenía una especie de acento isleño, posiblemente de Trinidad o Jamaica y me dijo que es una lástima, que no podía hacer nada para ayudar me. Tambien este muchacho me lo hizo varias semanas antes en otro Pollo Tropial, en West Halllandale Beach Boulevard, Hallandale FL. Esa noche pedí los tropichops con arroz blanco y el arroz era súper súper salado, después de probarlo volví al mostrador y se lo expliqué a este gerente y me dijo que era una lástima que no pudiera hacer nada al respecto. No pude comer mi cena esa noche y tuve que tirar la mayor parte a la basura. Me estafó y me robó el dinero dos veces. Y por cierto, en cada lugar donde este tipo es un gerente, la comida es terrible y muy muy salada, a pesar de que NO le dije eso.

La comida muy salada no es buena y NO es buena para ti. Tiene un sabor terrible, aumenta la presión arterial y daña los riñones y el hígado, porque tienen que trabajar más duro para limpiar la sangre, entre otras cosas. Yo trato con clientes todas las semanas y si tratara a mis clientes como él me trató a mí, estarían furiosos conmigo y probablemente dejarían de ser mis clientes y no pagarían. Por supuesto, a este gerente realmente no parece que le importa de una manera u otra

Esta NO es una forma de comportarse con los clientes y ustedes deben be reembolsarme mi dinero por esas dos veces y debía despedir a este gerente, que estoy seguro de que está ganando un salario muy generoso con usted, con buenos beneficios, NO se le debe permitir comportarse de esta manera. De cualquier manera, siento que se me debe una disculpa.

I visited Pollo Tropical Store #10089 on 08/01/2022 at 2:54pm. I placed an order for 1/2 chicken meal with black beans and white rice, and a small chicken TropiChop with black beans, white rice, corn, tomatoes, and onions. My TropiChop was ok (although pieces of the chicken tasted a little burned but I received a 1/4 meal (for which they charged me) but I only received one piece of chicken as the leg did not have chicken on it (I checked my order to make sure the food I ordered was in the bag but I didn't open the meal carton to check it. This meal was for my husband who was not happy.

Today Saturday July 17 between 6:45 and 7pm i went into the lobby of the store in the Millenia are by the target of Orlando. I stood there with no one greeting me at all. I went back ou the door asked my daughter what drink she wanted came back in still was not greeted i stood there for agood five minutes 4 employees working 2 girls and 2 men one at the window busy and one at the register talking in a head set them she went and made a meal then she came back got back on head phones one man went out got more brand brought them in dropped them

Into the bean pot by the grill still no one spoke to me it was pouring rain and i was wet. The girl then looked at me and said drive through only you can’t order here. Mind you the door were all unlocked and there was sign saying the lobby was closed. When i asked she shrugged her shoulders and went back on the head set and ignored me.

Amanda brown [protected]

Was just in Pollo Tropicale 21852 S. State Road 7, FL 33432 today July 2, 2022 about 2:00 pm, was online with about 4 other people. Waited patiently for almost 20 minutes and we were completely ignored even when asking for help, then all of a sudden someone at the cookers said only drive thru is open, this after waiting 20 minutes and no responses. If they had to do only drive thru, they should have put a sign at the counter or somewhere, I understand help is rough these days and i am usually patient, but this store always has issues, and i never complain, but today i thought the way whatever problem they were having it could have been done better. I was going to buy 6 orders, ended up going to Duffys down the road and got taken care of quickly and efficiently.

Steve [protected]@yahoo.com