Pollo Tropical
reviews and complaints

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 ...

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.

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.

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

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.

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]

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

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.

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.

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.

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...

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