Pollo Tropical
Reviews and Complaints

I went to Store #10007 in N. Miami Beach, Fl. The man taking orders was cocky and rude. All I asked was "why they are charging extra for black beans on a kids' menu, when it was always considered one side". His answer was "I don't make the rules" taking it personal. The lady serving the food also had an attitude, her whole demeanor was like she was bothered to serve me or anyone, continuously sighing. On top of that they gave me a black burnt cookie with the kid's meal. Why? the kid doesn't get to eat the cookie because your employees did care if it was burnt and hard as rock. They just don't care what they put out. Also, the plantains looked raw. In addition, the kitchen area was a mess, spilled food was all over the serving area. It seems like they just don't care. No one desires to be treated this way when going for take-out. These employees have no personal skills or customer service training. Also, Pollo Tropical Corporation should consider sending secret shoppers to get a taste of how customers are being treated.

On April 7, 2022 we ordered two of your new Tropichop churrascos. Please see the attched copies of the two receipts

Really dissapointed to find the total amount of food, on both orders, barely reach half of the container. It looked more like a free sample.

Also missing: (Please see attached receipts.)

Order 969: Avocado Slice (Extra charge) + Avocado cilantro sauce

Orde 970: Cilantro garlic sauce.

Purchase made 3/17/2022 Store 10224. Mobil order. order:953912.

I only received yellow rice and a lot of onions. I pay for a different one. Because you take it to your house I trusted, it was good now next time (If there is next time) I have to double check the order before going out.

This is not the first time this happens. From other branches happens the same, but this time I said: enough is enough. Please give more training to your employees and we will be loyal customers.

I used to go to Pollo Tropical on Pines Blvd all the time. Used to have great service. Last three times I went, I had to wait 30-45 minutes each time for my food. Last time I went I ordered avacado cilantro tropichop. They did not put Avacado cilantro sauce, they put garlic cilantro. I also ordered tostones with pork toppings. It usually comes with 3-4 tostones. They literally only put 2 in there. Unfortunately I was already home when I noticed. Very disappointing!

I purchased a $25 gift card during a promo event this past December 2021. When I attempted to use it in W. Palm Beach Okeechobee Blvd. Location.

W O W - the cashier said she has never seen estioned where it came from. A manager then came to assist. He could not get the bar code to scan and told me this is not a valid card. I advised him it cost me $25 and it is in fact your card ! As the line behind me grew he did finally get this to be accepted.

Well just 6 days later at the same store I figured now this should not be an issue. I was wrong . Once again the person at register could not get this card to work, calling a manager to the front ( not the same as last manage) . She again said this is not valid gift card. I showed her that I just used it at her store a few days ago. I was told to contact customer service because this card will not be accepted. I had to pay with my Visa. I have attempted phone calls , emails ect. with Pollo customer care. NEGITAVIE result. Yes I do enjoy thee entries however I suggest paying with cash or your own credit card. I have never come across such incapable personnel . -Mike in WPB

I tried calling them for over two hours when I got home and couldn’t get through. Order # 301820. I ordered 1/4 Dark Chicken with Rice and Beans with two sides. Got home all I got was some Dried up chicken and no Rice and Bean so I had to eat what I got since it was some ways for me to go back there. I called Customer Service and spoke to Rydell who was very rude ask me for my address and cut me off half way in between and didn’t acknowledge my complaint. I was trying to explain to him that I was at the Coral Springs location and he was just cutting me off. I just wanted to go home relax and enjoy my meal but all I got to enjoy was Dried up Chicken and two sides.

I used to frequent the pine island cape coral location I would spend close to two hundred a week consistently hot home the chicken was super dry and looked stale as if it was sitting for days my sides were less than half full and the large soup had zero chicken all broth no gravy for my mashed in addition I was starving the chicken was horrible I went back the next day went inside the young heavy set black curly hsured manager approached I explained his response was abrasive and said with no receipt I might be trying to get free food and he walked away I said come back I told him how many times I come here he did lot care he again brought up I might be trying to get free food I will tell you I am 61 I could feasibly purchase the restaurant with no loan involved I spent twenty two dollars I expected a much different response this is a very busy place I waited neary forty minutes in the drive thru I will never go thier again as long as I live and I live five minutes away I moved here on aug of 2021 I decided to go to ace hardware I purchased a nice weber grill and now my chicken which I get from publix is 1000 times better and very tasty I should actually thank the incredibly rude manager because my food is beyond what I used to get at this location and I am saving money which I never cared about anyway judging by the reviews I am not alone in my displeasure with this pine island cape coral location I don't miss it at all it was never that special anyway I just cannot believe how [censored]ic the manager was

Hi, Ihope this Every other day I stop by store 10030, and order lunch since I work in that area. lately I always go through drive thru. and order a Medium Drink. but I always get charge for a large and get a large. I should be getting what I order and not charge for more. I usually end up throwing out the drink because a large drink is too much and if you add a 1.25 x 20 days that's about $25.00 extra

I know it might sound silly but is a concern that I want to bring to your attention.

Thank You so much

On 1/7/2022 went through the "drive through" of Pollo Tropical on Tampa road in Oldsmar and it took 20 minutes to just reach the intercom to place the order. There were only 3 cars a head of us, but each car had to wait for some time before ordering. When we ordered I had asked for one bowl to be chicken and pork with rice/ corn/ and beans. I also asked for tea and water while the person on the com said it's going to be Mango and I said okay. Waited another 10 minutes to pick up and at the window we received no drinks and was told it was not on our order so I paid for it. Then we drove away only to find the bowl had chicken only with rice...no pork, no beans, no corn. This drivethru has poor service and the young men working appeared like they didn't know what they were doing and were moving slow and like they didn't care. Your drive thru is not fast food it's poor service and you need to post on the doors NO dining in only drive service as everyone did what we did is get out of the car and try the door.

I made my order for the application of Pollo Tropical, in this location the order is always wrong, they never have red tomato sauce, neither cilantro, in my order in the application I put that I wanted those sauces and they never have the appropriate sauce, please should take measured, thanks

Afternoon, I just received my delivery order and im missing a couple of items from my order, I ordered sweet plantains, Yuca frita, my beverage and my bread rolls are all missing these are orders that I Payed for the store location is in Hialeah Florida store number PT # 10011 west 60 St i've called numerous times to the store and cannot get ahold of them. I would like a refund on these items

I wish I could give this particular store -10 stars! They are constantly messing up orders for me. Last night I ordered an El Clasico CHICKEN sandwich and received a piece of cheese in between 2 pieces of bread! There is such horrible management at this store. When you complain to corporate headquarters, you don't receive any replies!

Store #10126
6195 Jog Road
Lake Worth, FL 33467