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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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10:00 pm EDT

Pollo Tropical terrible service; so disappointed

Pull up to the drive thru Pollo Tropical in North Miami Beach. First and foremost theres a HUGE LINE, ALWAYS. When the guy got to taking my order in the tablet I SPECIFICALLY said White Rice, Black Beans, Corn, & Boneless Chicken! (Now I said boneless bcuz there has been times where the chicken has had bones) btw they didnt have "garlic cilantro" I payed almost $7 for this Tropichop & when I get home to eat my food. The bag has no napkins no utensils, & most specifically NO CHICKEN! They put PORK! Now I cant eat pork bcuz of my religion. So I went back and told the drive thru guy they put pork I asked for chicken. He took it to the kitchen grab the pork out of the Tropichop & threw chicken on top 😐Now tellme why my tropichop taste like pork mix with chicken and 0 sauce so its a Dry Tropichop With Chicken But Taste Like Pork Residues.
Beyond Upset. I'm regular at this spot but I dont know if ill be coming back to this location.

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7:20 pm EDT
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Pollo Tropical customer service / quality of food

I went to Miami lakes location 8/07/18 store 10010 and ordered two 1/4 rice beans and corn. Apparently the cashier charged me for 1/2 chicken rice beans and corn but when I checked My food they gave me two 1/4 chicken meals; I requested the manager because not only did they over charged me but they didn't even give me what they charged me for! He didn't apologize he tried to rush me out of his drive thru by tellin me his line is getting backed up. I also complained about the food my chicken was dried out I asked them to change my food I didn't think to recheck my food cause the general manager rushed me out his drive thru so when I finally pulled over to check my food the chicken was still dried out as if they didn't even change it for me. This manager was so rude, nasty attitude and didn't even try to fix the problem so I wouldn't have to ask for corporate number. He lied and told corporate number started with 305.. worse service I ever had! I'm done with pollo Tropical you all service keep getting worse and worse!

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12:18 pm EDT

Pollo Tropical service complaint

On Sat 7/7/18 we waited online for 25 mins with one cashier open. When we finally came up to order the cashier replied "what would you like to eat" while she was having a conversation with another employee. Not even an apology was expresed for the long wait. I expressed that to her and the result I received was her throwing her hands in the air, she walked away from the cashier and let the cowoker that she was conversing with take our order. I requested to speak with the manager and the young man expressed we have an assistant manager. I said ok what is her name. He them turned around to who seems to have been the assistant manger who came out to help, whispered in her ear that I requested her name and she walked away came back and took another customer at the register. After all that waiting when receiving my order I received the wrong item on my tray. My financee brought it back and the assistant manger replaced it with the correct order. We were extremely displeased with the service at that site for we have eaten at your other sites and NEVER had any issues with service. I am manager in the medical field and reguardless who your clientele is there are simple ways for employees or managers to difuse a situation with customers. My finacee is also a manger for Darden for 18 yrs and for him to experience this type of treatment and service showed lack of employee training and etiquette.in closing I sent a copy my receipt with the name of the person, date and time for you to look into this matter. I thank you for your time and would greatly appreciate your response on this matter.

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2:25 pm EDT
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Pollo Tropical poor service dirty table

Store 10112 ordered food no napkins no forks in utensil holder all tables are dirty condiments are all empty jalapenos thrown all over the counter soda machine have seltzer water instead of drinks. Very disappointed a lot of workers but no one cleaning and making sure everything is as it should be. Bathroom was nasty had to clean a table So we can actually sit and eat. Ordered sweet plantain and wasn't cooked.

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5:07 pm EDT

Pollo Tropical drive thru inefficient service

I went through the drive-thru as I usually do on my Friday evenings after work. I ordered my regular tropichop and my regular order are fried plantains. I also asked for the cilantro garlic on the side. When I got to the window and I paid for my food, I looked in my bag as I always do and saw that I had fried yuca not fried plantains. And I also did not have the cilantro garlic sauce that I requested. I told the gentleman behind the counter that I was given the wrong order, he apologized. I handed him back the bag with the fried yuca. I also asked him for the cilantro garlic. He proceeded to give me another bag which I didn't check because I was in a rush to get home, it now has cold fried yuca, not the fried plantains that I ordered. He also gave me a small bag with a fork and napkins and no cilantro garlic. Usually I get great service, I come here every Friday. But I'm quite disappointed today.

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12:13 pm EDT

Pollo Tropical contaminated food

Nasty service.

1) Had to pull around to front.
2) Audriana forgot my drink and gave me wrong order. My meal was given to the truck sitting out front next to me.
3) She tried to give me the meal he touched. I told her I didn't want it since he touched it.
4) Audriana went back inside so I followed her to see what she would do.
5) She swapped the bag and gave me the same food that the other man touched.
6) I asked for a refund and she wouldn't give it to me.
7) I had to throw away the food since they wouldn't give me a refund or uncontaminated food.

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8:26 pm EDT

Pollo Tropical kitchen “closed” at 9pm

I went through the drive-thru at the Pollo Tropical location at 11860 e. Colonial dr. 32826 Orlando fl and they refused to serve me because they said their kitchen closed at 9pm. Their hours of operation are supposed to be 10:30am to 12am. They gave no reason as to why they closed the kitchen THREE HOURS EARLY and refused to take my order, making me have to get out of the car, tell the three cars behind me to back up along with the reason the restaurant gave me. "The kitchen closed at 9pm".

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12:02 pm EST

Pollo Tropical store number 10152

We ordered two chicken tropichops, one with brown rice, no onion, beans on the side. Also a side of large plantains. The other with yellow rice all the way with beans on the side. What we recieved instead was one tropichop with white rice, chicken, and onion, and one with yellow rice, chicken and onion. No vegetables, no plantains, and no beans on the side. Upon entering the store to have the order corrected, the girl behind the counter blurts Out that she gave us what she had. The supervisor asked what we'd like for her to do... we wanted to correct order. She said we would have to wait a while longer. She offered no compensation whatsoever and simply issued us a refund! This is not the first time I've had an issue at this store. I love the food, but the service here is TERRIBLE!

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12:51 am EST
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Pollo Tropical customer service

SUNDAY/ Late night drive thru service is horrendous. The young man handling the orders has a very bad attitude towards every customer that was ordering food. I over heard him say various times they didn't have this or that. If you asked for anything he would say we don't have this... which was a lie. I ordered boiled yuca and asked for sauce and he told me they didn't have any until I told him yeah... what's that on the counter. I believe it was a game to him. They were closing within a hour and the staff didn't want to cook extra food or give away sauces. He was rude and had a very bad attitude towards every customer. Really, really bad services. They need to be trained to treat people with respect.

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7:20 am EDT
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Pollo Tropical customer service complaint (bad attitude)

Upon visiting the Gainesville, Florida location on 6/26/16 at 1:20 pm, Leticia was the Manager on Duty. We were the only car in the drive thru and needed a few minutes to decide what we wanted to order. My friend is an older person and is handicapped so, we needed some extra minute. There were no cars behind us and, there were 4 cars in the parking lot.
The person taking the order was very kind and patient but, there was a person in the background that was yelling several 4-letter words that was very unprofessional. Upon pulling up to the window, I asked the person who would be saying those bad words in the background? She said, "that would be my manager". Apparently, because we were taking a bit longer than the usual customer, the manager became angry with her employee and with us. When Leticia came to the window to identify herself, she said "It is a bad day because I only have 3 employees". Then she handed us the bag and I said, "No thank you. I do not want anything from Pollo Tropica today or, l ever again. You have a bad attitude and I do not apprecieate it". Then we drove away.
My email is " [protected]@yahoo.com if you wish to respond to me.
Thank you for your time.

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10:29 pm EDT
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Pollo Tropical horrible work environment

General manager (John) is extremely rude to employees. He yells and curses at us all the time and coworkers say "He's just like that. Don't let him get to you." I hate working with him every day. I heard he was on meds, but either he keeps forgetting to take them or they're just not working for him. He also touches the female employees inappropriately and no one says anything. John is out of control and not a good person to have as your GM. No one wants to do the job right because we're just trying to earn money and go home because of a hostile work environment. One of the other managers, Omid, tries to make us do a ton of work in literally 5 minutes and then we have to either go on break or go home. I had a 4 hour shift and he made me take a half hour break an hour in, then sends me home 10 minutes later. I don't come to work to be paid an hour and 10 minute wage. He does that to absolutely everyone no matter how inconvenient it is for our schedule. He's also rude but incredibly easy to walk all over when a customer has a complaint about our employees WHO LIKE TO TAMPER WITH THEIR FOOD oh and by the way are still employed by the restaurant despite their cruel nasty habits. Omid also likes to talk down to his workers, so he receives a lot of attitude from us. John and Omid need to learn to respect others, especially their workers or someone's gonna get really angry and do something about them.

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11:02 pm EST
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Pollo Tropical people and germs

My daughter and I which I under 10 stopped to get lunch. We ordered blak beans and rice, chicken quesadilla with a side caesar salad and a fountain drink. I paid and usually the first thing you receive is your drink. That was not the case I was standing at the counter waiting for my order.in waiting in the kitchen you had a lady with no gloves on scratching her behind, then another lady eating while turning over the chicken that was on the grill. A worker by the name of randy was taking care of the orders, but slow as molasses. He was making a caesar salad which I thought was mine, but it was not. He had put the lettuce in a container to mix the dressing I suppose. He had already poured some sort of sauce on the lettuce and then decided to ask his co worker if she knew where the caesar dressing was. He then realized that he had poured the wrong dressing. His co-worker told him to remove only the lettuce that had the wrong dressing on and mix the caesar dressing on top that the customer would not know the difference. At this point randy tells the person at the register to switch because he was tired. I could not believe what just happened. I asked for the mgr and realized that the mgr on duty had been carrying the register tray which had money and change around the kitchen for the past 30 minutes. I asked randy who was making my quesadilla and he told me the girl. Well the girl he was referring to was in her own world. I finally told randy that I could not believe waht I had been seeing. He was a lazy employee the ladies were handling the food without gloves, etc...
I have no idea who is the owner of store#16, but in reading other reviews it seems this store is a mess and no one does anything about it.
I will never step foot in that pollo tropical especially reading what the food inspectors have seen. I am going to report this store to the bbb and do what ever I can so people don't get sick.

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5:43 pm EDT
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Pollo Tropical service

Every time you go through the drive thru, the attendants have attitudes, they shortchange you on the orders, don't include items you asked for, spill things and then have a hurry up attitude, along with the management as well, no one is professional!

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Pollo Tropical Customer Care
Miami, US
Aug 27, 2012 9:54 am EDT
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Thank you very much for letting us know of the situation you have encountered at our restaurant located in the Cutler Bay area. Please accept our apologies for any inconvenience. At Pollo Tropical we strive to provide our guests with a quality product and excellent guest service and again we apologize that your experiences have not reflected this. Please rest assured that action will be taken on this matter. Please contact us at [protected] if you wish to speak to us about this issue further.
Sincerely,
Pollo Tropical Customer Care

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8:28 pm EDT
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Pollo Tropical horrible food

We went to pollo tropical in sanford store #10076. Manager shaina (3533). First of all, I heard the cook talking to another person from the other side of the restaurant cooking are and she was telling him not to give out the burnt chicken. When we were served that was what we got. Food was cold, chicken was dry, we did two separate orders one for almost 12 dollars and the other for21.06. I have eaten in other pollo tropical restaurant but never this nasty. I complained to the manager and all she did was to offer us something else. We did not want any of the nasty food that was served to us. My son got home and was throwing up and had stomach ache. It was 9:59 when we order I think they could've cooked some more chicken for us. No flavor in whatever they served us. It was a horrible experience and I think we should get our money back on this. The manager did not handled it the way she was suppose to. We want our money back. We did not think of taking pictures. I went to tell the manager how bad the food was and to go to the table to look at the plates but she never did.

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Maria Hernandez
, US
Feb 14, 2022 6:53 pm EST

I went to Pollo Topical on 2490 w 60th hialeah the rice was under cook the chicken had no

flavor the bean no flavor plantains were raw my goodness is this a new cook very

disappointed.

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jeff your a douchebag
, US
Nov 16, 2018 9:51 pm EST
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I had takeout from your North Boca store tonight on Federal, I'm ignoring the rude snarling worker behavior but to get home and have nothing but bones for my rib order was an insult.

You should be ashamed!

Any business worth their salt would do whatever it takes to take care of a mistreated customer, tell me what your prepared to Do. Waiting to hear back before I encourage all my friends to boycott your stores.

je.rhodes@hotmail.com

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12:33 am EST
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Pollo Tropical rude abusive service by crazy employees, possible food poisoning

Tropigrill is a horrible place to dine... The people that work there for the most part can be really rude, mean and abusive to customers too.in the past I used to have horror experiences at tropigrill — it was a nightmare. I had people yell at me and once even had a psycho spic guy throw my food at me!... I had managers yelling at me and really bad situations. I stopped going to tropigrill for a year or two and started going back again. For the past year or so, the place has gotten a lot better... And not just this location but many. The people were decent or at least not crazy or abusive though sometimes you stil encounter the crazy weird mean people. However, recently I went to the location on alafaya/colonial to get some food. The girl at the window, when she was handing me my drink... Got really mad and just shoved it at me angrily... And really hard. That was crazy — I got mad at her and said... You can't do that to people I have a bad arm, that is messed up? She angrily said "well I have a bad back"... I said... Can I talk to your manager? She lied and said the manager was gone in the back. I didn't trust this psychopath to make my food — b/c of the way she acted, it was scary — it seemed like she had an axe to grind against someone and was taking her anger out on customers. When she brought me my food... I told her I wanted someone else making it as I didn't trust her — I tried telling her before but she ignored me. So then she had another lady put my food together. Finally I asked for the manager and she brought her and the manager said something like "we've been back and forth with her all night" ie as if shes been a problem and she'll talk to her — yeah right. I suspected they could have done somethign to my food... Did I think they did — no not really? But I will say the food did taste weird or had a very weird slight aftertaste that was strange... Well let's just say... My stomach has been sick for days after... And it was sick the next morning. I have been sick for days and just went to the doctor who didnt even know the situation and said I have food poisoning. I can't confirm it was tropigrill that did it but honestly, that night I already told my friends and family members... Im scared they did something to my food and it did taste funny and ironically now I have food poisoning... Put two and two together... Let's just say awful place run by angry maniac hispanics and crazy people who are capable of anything... Maybe they were just serving bad food anyway who knows... But all I can say is — beware of this place... The psychos that work there and eat at your own risk... For they might do something ot your food...

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bweef
Jacksonville, US
Sep 21, 2013 6:23 pm EDT

Although this may have been a little racist, I doubt this person is lying. I worked at Pollo Tropical and have witnessed a lot of horrible behavior and tampering with food. Employees walk all over the managers and get away with a lot. I don't trust anyone making my food where I worked.

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Hshhs@yahoo.com
, US
Jun 03, 2013 12:13 am EDT

Wow u need to shut up u ignorant worthless spic. I bet ur a smelly
puerto rican roach like all of them
that stink up Orlando and the whole city is full
of spic puerto rican garbage. U smelly ugly freaks need to go back to puerto Rico
where you losers belong and stop infesting this country with your disgusting hideous presence you ugly bottom feeding trolls

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BoeingExec
Miami Beach, US
May 20, 2013 9:56 pm EDT

I think you are a racist and should'nt be allowed to post your complaints ANYWHERE! I am a very successfull Hispanic with various businesses in the Orlando area and would detest to have someone like you as my customer. Mainly, your POV was not considered due to your racist comments, albeit you had a bad experience.

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JillywantSushi
, US
Jan 20, 2012 1:40 am EST

Paranoid much? And why does it matter what race they are?

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1:28 am EDT
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Pollo Tropical charging me for higher price than what I ordered

I order the pork dish regular for 3.99 and a flan for 1.79. The total came up to 8.25, but not realizing that it was over priced I paided then when I drove off is when I realize that I was over charged. I went back to explain to them, and the lady was like "oh no no no". What you mean oh no no no. I got charged 2 dollars more for my pork, shouldn't I get my money back. So the whole time we agrue over the darn speaker thing, and finally I said "let me go to the drive up window and speak to you directly. So, here I go again explaining that they charged me 5.99 instead of 3.99. The lady gave me attitude, then checked the computer and realized yup they made a mistake and charged me for the value meal, when I did not order the damn value meal. So, being as cheap as they are, they did not want to give me back my 2 dollars, and asked me if I wanted a side instead. Oh by the way, when I tried to order wings, they said they were out for the night, but when she tried to offer me the side to replace the 2 dollars, she said they had wings, and I said" I thought you were out of wings"then she said"oh we just made them". Which is full of # because it was 25 minutes till they closed the store, why would you all of a sudden make wings now. What bad people, and bad business. I will tell all of my friends and family to make sure they will never go there ever. I will never go there again.

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Coramiri
Houston, US
Apr 05, 2016 10:35 am EDT

I tried to order at The Voss/Westheimer location in Houston I was going through their directions of the 1, 2, 3 ordering for the bowls. The third part was the vegetables so I said tomatoes the woman rudely said, "We'll get to that, mam, but you need to tell me do you want black beans or baked beans. I kept trying to order she kept talking over me. She said I had to order per the way her cash register is set up. So, I couldn't order. This is the way they do it at that store. So all day long they do their best to prevent customers from ordering, I guess to get out of work. or maybe there is another reason something even worse. I called the corporate office, again the worst customer service around, and they had no problem with customers not being able to order and when I asked for a supervisor I was told there wasn't one. I left a message for a supervisor to call from the corporate office and of course no one has called me.Pollo Tropical if you don't let customers order the food they can't buy the food. What's going on? Is this not a legitimate business, are you set up some other reason than to actually sell food? No one...no one else treats their customers like this. Other restaurants actually want customers to order.

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Paz pineda
, US
Nov 08, 2015 12:17 pm EST

Pollo tropical de coral way y la 70 de Miami es el peor pollo todo quemado que lo tuve que botar porque cuando lo probé era amargo de tan quemado parecía carbón por favor tomen carta en el asunto estos restaurantes necesitan supervisión lo más pronto posible.

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Efrg
, US
Oct 12, 2015 10:48 am EDT

The Pollo Tropical in Miami Gardens has quite possibly the worst customer service ever, they get the order right about 20% of the time, when you're in the drive thru you will sit at the menu waiting for somebody to acknowledge you and that does not happen until you sit there and say hello hello for about a minute, it is a shame because it is the best fast food around but even the quality of that has been changing for the worse lately

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HHart
Boca Raton, US
Mar 07, 2015 4:13 am EST

every single time I go into Pollo the customer service is awful! I l do love their food, and they are cheap. But If I go through the drive-thru, instead of asking me if I want anything else, they just interrupt me and say "your total is xxx drive around!", even though I'm not done ordering. Whether I'm at the drive-thru or ordering in the restaurant they get my order wrong A LOT and they almost always forget something (a sauce, or a side of yucca, etc...). I always check my bag before I leave...I've ordered a regular tropi chop but have been given the small one in the past. The employees are usually very rude and short with me. I've seen managers yell at employees before while I was in there. I ran into some friends there once when I was there and was holding a buzzer that let me know when my food was ready. I was finishing talking to my friends while my buzzer went off, and one of the employees walked over to me, snatched the buzzer out of my hand, and shoved my food in my hands. INCREDIBLY rude and unprofessional! By the way, if you're going to get frustrated with customer for coming in to the restaurant 10 minutes before closing, then you need to have a large sign somewhere that clarifies that the restaurant closes at 10, and the drive-thru stays open til 11 (even though you all are usually (and strangely) out of chicken at 930)

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redd1
West Palm Beach, US
Jan 24, 2015 12:46 pm EST

order a sala got no dressing . had to go back two time just to get the right dressing. waist gas .tried to say manager was to busy .

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Andreina.rivero001
Miami, US
Dec 11, 2014 1:09 pm EST

Doral FL
Pollo tropical picture.
i will never eat at this place again!

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Andreina.rivero001
Miami, US
Dec 11, 2014 1:08 pm EST

I went to pollo tropical and asked for a 1/4 chicken. When i drove off and parked in my job i opened the box and realized that part of the chicken had feathers, i almost threw up.
The pollo tropical is located in Doral, FL.
Obiously i couldn't go back because i was already at work but i had to make a complaint somehow.

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Marcia Sonia Santos
Pembroke Pines, US
Aug 24, 2014 2:23 pm EDT

Store10327/ ticket sale 118310 Food always good...Price always good...Loved the guava cheesecake...but the serviço was very poor...the cashier didn't even smile... I ask for yucca she gave me French fries... But the at attitude was like she hate being there...the whole crew ( minus the guy that coordinate the food delivery) was in bad mood. I think they need more costumer service...sorry about that! Marciasoniasantossantos@gmail.com

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Jhondme
Fortlauderdale, US
Feb 02, 2014 1:32 am EST

University pollo tropicana in sunrise fl very Rude peolpe the manager is Rude and the employes they gave me the wrong order and they charged me extra,

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Pollo tropical skimping on portions
, US
Feb 20, 2012 12:46 am EST

Pollo Tropical's has been trying to skimp on their portions. I received a a part of my trio ( the shredded pork) in a container that usually contains beans. When I asked to receive a regular container instead of a condiment size, the container was only half filled without a single sliver of onions. If this is not abuse I don't know what is. I didn't pay half the price, so why give me half the food. This is not the first time they've tried the downsizing thing. I'm done with them.

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6:46 pm EST

Pollo Tropical bad service and dirty store

I placed two order of tropical trios. The first order was fries and sweet plantains and the second was fried yuca and corn. The customer that came in after me got his order but that was fine because I know I was next. After waiting about 5 to 7 minutes I noticed that my order was not coming out. The person that was distributing the orders came rushing out from the back room saying "I completely forgot that there were orders to give out". The manager was standing right next to him and did not say a word. When my order came out they forgot my fries and fried yuca. The fries looked terribly cold and saturated with oil. They would make me a fresh order. Well I'm still missing the fried yuca. They suggested to take it to my table. When the fries arrived I asked for my yuca order that was missing. I was told "What yuca? I thought is was just fries." The guy walked away and never came back. After we were half way through eating I realized he never came back. I had to get up from my meal and ask for the fried yuca. The yuca that was presented to me was the most horrible looking, over fried, cold, saturated I've ever seen in Pollo Tropical. The same one that forgot to pass orders was mocking me when said I was not happy with the fried yuca. And again the manager was right there and did not say a word. Before leaving we went to the rest room and to my shock it was dirty and the paper towels dispenser was with paper but not working. That night there hardly was anybody inside the restaurant. I was there at least 45 minutes because I had family with me. The place was a reck. Tables were unclean and the condiments was messy with disguarded item around it. This particular restaurant has changed drastically. It used to be clean and friendly and ready to give great service. The food was awesomely good. That is the only reason I will return but I will not go inside again. Thank you for reading my messege.

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Mayling Garcia
, US
Nov 22, 2022 4:40 pm EST
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Mayling Garcia, email: americu62@yahoo.es

store 10006

11521 north kendall drive miami fl 33176

order 988133, 11/14/2022 12:56 pm

employee: 41

NO ME PUSIERON LAS YUCA BITES EN EL PEDIDO.

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peanut1958
JACKSONVILLE, US
Oct 23, 2022 5:28 am EDT
Verified customer This comment was posted by a verified customer. Learn more

i called them just to ask 2 questions and the lady hung up on me ... there the rudest people at the gate pkwy location in jacksonville florida

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Mariaf85
, US
Feb 29, 2020 8:13 am EST

On 2/22/2020 at 11:00 am we purchased a family meal to go. Once served the chicken was completely burnt on the outside and the rice had an EXTREMELY weird taste. This hasn't been the first time with the experience. Only this time it was beyond over board of DISAPPOINTMENT! This location should be taken upon inspection and addressed IMMEDIATELY.

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Rosa62
, US
Dec 11, 2019 4:57 am EST

I have been going to this pollo for over 5 years and have never been mistreated the way the employee Pedro treated me I was ordering my food and gave me the worst attitude for no reason and literally told me in my face and another employee to deal with me when I did nothing wrong to this man

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Jacquelyn Leon
, US
Nov 26, 2019 5:16 pm EST

Hello,
I am regularly order pollo tropical through door dash and the last three times i have ordered something is missing and it is just frustrating. The first time I ordered there was no sauce, last Sunday the 17th, there was no corn an today the 20th no onions.

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Lunch123
, US
Aug 04, 2019 7:26 am EDT

1)I am very frustrated and insulted by Pollo Tropical as a very loyal customer because of the manager Sugey's attitude Everytime I go for Lunch.
I have been a loyal customer for years and everyday I go to lunch most of the time 98% at 2390 S University Dr. Fort Lauderdale FL after my gym routine, this lady Sugey, the manager, has a nasty attitude

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Lunch123
, US
Jul 29, 2019 3:59 pm EDT

I am very frustrated and insulted by Pollo Tropical as a very loyal customer because of the manager Sugey's attitude Everytime I go for Lunch.
I have been a loyal customer for years and everyday I go to lunch most of the time 98% at 2390 S University Dr. Fort Lauderdale FL after my gym routine, this lady Sugey, the manager, has a nasty attitude to me because most of the time I use the receipt discount the survey or discount for next order, she makes me feel like I am begging for free food or she is donating it to me and I am tired of that.

Let's go to the facts before doing something smarter, this is the first step, I am using the protocol, because she is the manager I go up and I don't want to talk to that lady and waste my time

1)Everytime I go to Pollo she doesn't greed customers, she is nasty and rude

2) Even employees complain about her nasty attitude, she talks crazy to employees and some of those fear her attitude, some employees know me because I go everyday 7 days a week lunch and dinner, they even know what I want to order and I don't need to speak up and I use to talk to them, I noticed a nasty environment, no professional, rude except this American lady wow I think her name is Gina, she should be the manager, she is polite, educated, treated you very well when customers order and when you come in, make you feel like family, like a loyal customer I am, she is the best, when she takes my order I feel in heaven and have a happy lunch, when Sugey takes my order makes my stomach hurt

3) Most of the times I ordered my lunch and I use a discount because Pollo Tropical gives you discount receipt when you go back and I do as a loyal customer. I didn't know about that until one employee told me one day why you don't use the discounts if you come everyday and I started doing it.

When this lady Sugey takes my order she immediately start making my order without asking and she asks me for my discount receipt with an attitude " Give me your paper.." she doesn't even greet customers politely and make me feel kind of I am doing something bad using these receipts for loyal customers

Today she was too far that's why I am complaining in written and I don't want to come back anymore because of the incompetence of Pollo Tropical to hire unqualified people for that job, if you guys hire or choose a manager they must love interacting with people or at least answer the greeting back, say thank you for choosing Pollo Tropical like this lady Gina etc

Today for the 3rd time she denied me the right to have my receipt. Last week I leave it like that because she is rude and I did not want to be upset for a receipt, and for my lunch, I need it for my taxes because I am a health care professional and these are my expenses
But today she did it again and when I ask for my receipt and my order number she ignored me and she said it is the next one...

I was quiet and mad, I controlled myself and I left it like that because I can not argue an ignorant and unprofessional woman, she missed up my lunch, I grabbed it, and I ate my lunch very frustrated

I have the right to have my receipt as a loyal customer for future discounts

I have the right to have my receipt as a federal law, to have the evidence of what I purchase

I have the right to have my receipt for my taxes because I own a medical franchise and every cent counts on my budget

I have the right to ask for my receipt because I paid for that

This lady think she is treating ignorant people maybe she use to work with I don't know but somebody got to do something about this situation, she can not be leading or running a place like that with this nasty behavior

If you want to verify with cameras take a look I was there today July the 29th between 12:30 to 12:45 I think I don't know I don't have my receipt to prove it but my bank statement proves it anytime but you can take a look, I was coming from gym I was wearing sport clothes, a blue dark cup and glasses, as soon as she turned her back on me without giving me my receipt I knew she was avoiding me to have my receipt again for next discount, that was bad and unrespectful for a customer who pays for his meal

She must give customers the receipt, thank for contributing in this business, wish to enjoy our lunch and inviting us to come back, but she is always with her nasty attitude, I know this lady since she was with a red shirt regular employee and she has this repugnant attitude, customers talk about that, I talk to some people sometimes and they say the same, so maybe you don't care because I am just one person, two orders a day maybe nothing significant but I spoke openly with the right department to stop this situation for future customers, God bless you and I love Pollo Tropical food, taste really good. Of course I am not coming back anymore, lost a customer but at least I let you know how to improve a great business like you guys have Pollo Tropical is a great place to eat but without people like Sugey

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Bjburns13
, US
Jul 20, 2019 3:29 pm EDT

Ordered 3 sm. Tropichops and had requested beans on the side and chicken on the side and didnt happen.

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Vania Louis
, US
May 18, 2019 4:53 pm EDT

Hi, my name is vania Louis I want to complain for manager Gary he work at store #10192 I'm also a employee he call me zombie before today he take me off the schedule, he transfer me to another store I didn't ask him for transfer he just transfer me he hate me

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Fredyalex
, US
Oct 27, 2018 10:39 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I just bought a salad for almost $8 dollars, and nothing but grass and little pieces of bread, come on, I love pollo tropical but this time, you desapointed me. Im on my break, so now I cant go back there and get my money back, thats smart from ya, knowing that some times rheres nothin we can do like my case right now.

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