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Pollo Tropical
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1.2 97 Reviews

Pollo Tropical Complaints Summary

5 Resolved
92 Unresolved
Our verdict: If considering services from Pollo Tropical with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Pollo Tropical reviews & complaints 97

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J
10:55 pm EDT

Pollo Tropical Pollo tropical employees in all miami locations

Every time you go to a Pollo Tropical restaurant in Miami Dade, all employees (including managers) are talking to each other making jokes and laughing in VERY high volumen, almost screaming, so customers sometimes have to wait for them to finish their conversation to be heard or served. Also they close at 12 am, you arrive at 10:30 - 11:00 pm and at that time they have almost no food and are cleaning as if they were desperate to go home, I think they should educate their employees more before putting them to work with clients. Very unprofessional an disrespectful ...

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N
12:47 pm EDT
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Pollo Tropical Poor service; incorrect order

I placed my order online for two tropi chop bowls for pick up from Store 10022 located on 436 in Altamonte Springs, FL. I arrived and stood at the counter at the "Pick Up" for over ten minutes before I could get someone to acknowledge me. I was given my order, which I saw was prepared and sitting on a rack when I arrived. I was running late as no one would assist me so did not check the contents until I got back to my office. Both bowls were missing multiple items. We requested all toppings and only received corn and onions with our rice & lettuce. Sorely disappointed in this location.

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J
6:37 pm EDT

Pollo Tropical Food

The people at this pollo are sooooo rude they never get your order right ever! I ordered 2 tropic hops and I paid $9 for steak and they gave me literally 3 pieces of steak and the girl didn't even get the size right I ordered yellow rice and she gave me white rice they don't pay attention at all and then they have an attitude when you tell them to change it

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M
5:41 pm EDT
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Pollo Tropical Disgustingly dirty location and out of several main menu items

Hi,
When Pollo Tropical opened up in our location in Wesley Chapel although the address says Tampa, we were very excited b/c of the delicious food. When they discontinued the red beans and rice, my husband quit eating there. It was one of his favorite sides. My 11 yr old son loved their grilled chicken bites. I took my son there today for lunch and we will NEVER return to that location or any other location! Why you ask? Because the location was filthy! The tables had not been cleaned, several of them and actually had stuck on food on them which tells me they don't get cleaned as they should. The sauce bar which was only half full was nasty with the various sauces all over the place in that area. When we went in it was before 3:00 pm and there were 2 other customers in the place which should have told us to leave b/c the place used to be packed anytime you went there. We ordered grilled chicken bites, we were told there were none. We ordered the chicken wings, we were told there were none. I asked for ranch for my son's fried chicken bites, I was told they had no ranch! Are you kidding me! I know Pollo Tropical should have and have had ranch. How do you not have ranch when you sell chicken and you sell fried chicken nuggets when most kids eat nuggets with ranch. Plus the employee was very unfriendly like we were bothering him. Again when I saw 2 people in the whole restaurant we should have immediately left. We chose to stay but will never return. I am writing this complaint b/c although Pollo Tropical makes delicious food, who is going to go to a restaurant that is filthy and doesn't have multiple items from their menu. I feel as a consumer, Corporate should know what is going on with their restaurants so they have an understanding why business has decreased. Cleanliness is very important to most if not all customers and your locations are FILTHY! When I came home and told my husband, he told me that he and his coworker decided to go a location in Tampa and he said they will never return b/c the location was so disgusting. I truly hope this message is taken to heart by someone, anyone in your corporation b/c I honestly feel the location by us will not stay open as long as it should be. Corporate also should know that it isn't just one location but several. If these are the standards for your restaurant, don't be surprised when your locations start closing. Very very disappointing b/c again we love your food but it's not worth the health of my family nor the aggravation of not only ordering from a filthy restaurant but a restaurant that doesn't even have in stock the basics like ranch for chicken nuggets. I was completely disgusted!

Mindy Bixby
[protected]@aol.com

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Update by Mindy Bixby
Sep 23, 2019 5:48 pm EDT

The store number is #10200

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C
9:16 pm EDT

Pollo Tropical Drive-thru female staff

On 8/18/19 around 815 pm. I arrived in the drive thru and awaited approx. 10 mintues. I started saying hello, hello after two cars at the main 1st drive up placed their orders. A female order taker came on and said hello in a nasty tone. I proceeded to say hello again and she was like hello can you please wait ( like I was bothering her) I said I already have been waiting here for 10mins. She then said in a Loud voice... WELLLL WAIT SOME MORE! I said ohh never mind .. you just lost me as a customer and I'll never order from here again. She then yells WHAT DID YOU JUST SAY and I drove off and asked the male drive thru cashier for the manager . Eventhough the manager showed up at the window wearing a headset. She claimed not to have heard anything. I explained to her what her female order taker said and that her attiude was unexceptable and she HAD VERY POOR CUSTOMER SERVICE! the mangaer did inform me that they are "really busy" tonight! but she will talk to her employee. I don't care how busy it is . Customer service is key to having a successful business!

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K
4:34 pm EDT

Pollo Tropical Service

The service is horrible . Employees and managers always has an attitude especially the short lady with bun. They never have anything ready or they don't have it . Bathrooms always stink! I once came through the drive thru and asked for a specific sauce and I was told I need to come inside cause they don't have at the window 😕 that is not good customer service. I will never go back there I'm done rather spend with chipotle

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I
10:53 pm EDT

Pollo Tropical condition of the restaurant and lack of menu items

As far as fast food goes, I tend to enjoy Pollo Tropical. We're on a family vacation, and decided to stop by the one by our margaritaville resort. It was a huge mistake. We went at 8pm. They are open until midnight. I ordered pulled pork, boiled yucca, beans and rice and sweet plantains. They told me they were out of pork. How are they out of pork at 8pm? There's none in the back? Nobody cared enough to realize they were running low and maybe should make more? Then they told me that they don't have boiled yucca? Another easy fix, but nobody even attempted to fix this. My father in law said his ribs were dry. He wanted the cilantro sauce and they didn't have that either. There was a half inch of water on the kitchen floor. Every table was disgusting and they hadn't even stocked the napkins or utensils. The tostones were straight grease.
I've been to numerous pollo Tropicals in Miami. This one in Kissimmee is a travesty. The employees were lazy and the manager was lazy and made no attempt to make up for his stores condition. I'm appalled by this visit. That location is bringing down all the good ones that are working their [censored] off.

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E
11:39 am EDT

Pollo Tropical store not opening on time, customers standing in the rain.

After checking all the store doors at 10:45 am. The store was not open. I waited five or ten minutes and final noticed the the drive through was open. As I was ordering my food there at the drive through, I asked to speak to the manager, he happened to be taking my order and I complained about the door not being open for business. He politely apologized for not being open and explained that four of his employees did not show up. He took our order and we ask what can you do for us because of the inconvenience of having to wait so long and using up our break time.
He then rudely said "absolutely nothing".
As a long time loyal customer I was taken aback by his abrasive tone and feel I should have been treated better.

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L
8:36 pm EDT
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Pollo Tropical service and store at 9993 tagore place store #10233

Went to Pollo to get a tropichop. Got ignored at cash register and could not order until someone came in from front of store. Finally got my order taken and had to wait as my order was to go.
While I was waiting I wanted to get some salsa and other sauces from counter. Out of fresh salsa and I communicated that to the person at the counter. At least I think I did. Not sure of the comprehension level. He pointed at another individual who he indicated would take care of it. That person finally got around to doing something about the salsa. He got me two little individual cups filled with salsa and did nothing about the empty container at the saucing counter. I was there at 7:34 in the evening and saw very little activity by customers or employees. Totally unsatisfied.

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A
6:29 pm EDT

Pollo Tropical bad service

My family went to buy at store # 10014. They dont speak english but they used google translated and they just dont want to understand. They point in the menu and said 2 of those and they dont understad 2 even with the fingers. And i ask them to bring me ribs and they order ribs with chicken and when they charged already they said to them o we dont have ribs we will put more chicken...1 piece of chicken dont reaplace when you paid for ribs ...very disappointed

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E
1:42 pm EDT

Pollo Tropical service and product

Went to store 10243 on 6/5/2019 and the service in the drive through was quick, fast, and the staff was friendly...But, the food was bad. Parts of my lettuce were brown, and my chicken was over cooked. Went back today 6/6/2019 and the service was terrible! The food was better than yesterday, but it took 15 minutes to get my food. Short staff on the registers, in the kitchen and in the drive through. They have a location right by my work and its close to me, and an easy grab for lunch. But when it takes up 1/2 of my lunch time its frustrating. I have complained previously about this store, and I don't know what it will take to make this a good store, but I wish them the best.

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J
6:05 pm EDT
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Pollo Tropical service

Good afternoon

My order number is 294334 date 5/11. Employee Jonathan 156263 store 1073.

My total was 7.80. I provided Jonathan with change. He did not want to count it and made it known to me. He rang the order total as 8.00. It also took you longer than 15 minutes to get my order to me.

How difficult is it to count change? You probably need to make sure your employees can count back change in the event the cash register breaks.

You are running a business. I would like a refund.

Jean Roc
[protected]

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G
1:38 pm EDT

Pollo Tropical too much use of plastic plates and cups leads to cancer

Hi Team

I am observing daily that you are giving customers the hot food in plastic plates or cups likes super hot beans and rice. It has already been established that plastic elements are the leading cause of cancer in today's world.
Can you please replace that plastic cups with paper cups.
Otherwise whole of your customer base will have cancer and you will pay for it.

Thanks

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N
11:56 pm EDT

Pollo Tropical bad service and dirty store

Order a tropichop White rice black beans and boneless chicken and a lemonade on May 5, 2019 at 3:22 PM
After 10 minutes of waiting noticed that peoples that came after me getting there orders ask the person at the counter where is the order the Lady at the counter said where is the receipt give her the receipt she says that's not what on the screen she handles a wrap that's not what I ordered she says where is the receipt say you have the receipt at 3:41 pm
Received the food Asked to speak to the manager Felix
He said you have your food now I told him waited 20 minutes for food it was already ready Lot of workers table is dirty very poor management

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Z
10:59 pm EDT

Pollo Tropical my order thru the drive thru

I visited my miami lakes location a short time ago my order # 716
4/9/19 @8:56 pm drive thru teller named destiny.

My wait was rather short since they had a person outside the drive thru taking orders under and umbrella. I ordered my lg chicken t/chop w/ wr and beans, and a b/less chicken breast platter with 2 sides/ caesar salad and balsamic tomatoes.

When i got to the window and gave her my card she gave me my order. No sooner did i place it inside my car, she said " i need that small container back it belongs to someone else's order." so i gave it back and drove off.

When i got home and sat down to eat with my husband and opened my container my caesar salad was missing. The container she asked me back for was "my salad" and i was charged for it. This definitely made me aggravated since i was looking forward to my dinner. This is very disappointing and terrible customer service. They should have someone double-check their orders before giving them out. In this instance, i paid for something i did not receive and i am not a happy customer.

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J
10:42 am EST

Pollo Tropical online order

We ordered online and went to the Linton store to pick up three orders; and they left out all of the sauces and one dessert.
The lines were backed up on both sides of the store, even though it wasn't that crowded. There had to be 5-7 people behind the counter, most of whom had no idea what they were doing. The person who initially helped me could not understand what I was saying and almost handed me the wrong order. I was there too long and others were waiting to be served/checked out.
Because it took so long, I grabbed our food and left.
When I got back to work, we realized what was missing. One of us had sauces and the other two had nothing.
I ate my food but it wasn't the way I wanted it.
This is not the first time I've had poor service at a Pollo Tropical.
Not sure if we'll ever order here again.

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6:45 pm EST

Pollo Tropical porsche service

Staff at the pollo tropical on greenacres florida lack attention to detail and a sense of urgency. They like to talk and chat among themselves with customers in line waiting for their orders. It's absolutely disrespectful and a lack of service. This location is notorious for having their drive-thru orders done incorrectly and again poor customer service.

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O
9:52 am EDT

Pollo Tropical ordering online/ quality of rice

I want you to know I have been a customer since the first store opened down the street from Dadeland in the 90s. It doesn't seem to make any sense to order online. It appears to be some issues when it comes to paying, and it doesn't matter because when you get to the store you still have to get in line. If you take the time to order online, it should save you time in the store.

As to the rice, it seems you can't count on the quality, or how it is cooked from one location to the next. Some times you get a Good grainy rice, and others you get goopy rice. Need some consistency in the product quality.

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E
1:35 am EDT

Pollo Tropical domestic violence

Hi, my name is eugene wright donald i'm actually a regular customer at this place the time I got there on friday around 9:30pm and 10pm I saw the manager arguing back with the one employee all I heard the guy was saying can you move please like 3 times, she didn't do any effort all she was doing, she puts her hand on the boy and even around the boy neck like she trying to choke
Him all I was waiting is for them to give me my food I had order but after I saw what happened I left without my food, but on monday night I came back to the my favorite place I saw the same lady back working there to me that's just unacceptable for a business and as a manager you don't put hand on your employee at all...

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Barbara cosby
, US
Mar 14, 2019 4:34 pm EDT

They always come with the wrong order!this is in greenacrees forest hill in west palm beach and the staff is like a real circus!

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S
11:45 pm EDT

Pollo Tropical customer service

The cashier Zarek who work from the drive-thru according to my receipt was laughing and joking instead of taking my order until I asked if nobody heard me or worked there? when she finally took my order the two chipotle grilled chicken sandwiches which took more than 20 minutes to get. once my order was ready I had to ask her about the receipt because she knew what she did wasn't appropriate which I qualify disrespectful and unprofessional.

Date: 10/15/2018
time: 4:49:52s pm
Employee: 141999/ Zarek
receipt code: [protected]
store: 10204
order number: 236
6833 Collier Blvd Naples, Fl 34114

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Update by Stéphanie Jean Philippe
Oct 21, 2018 11:48 pm EDT

so disrespectful customer service

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Phone number

1866 769 7696

Website

pollotropical.com

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