Pollo Tropicalbad service and dirty store

E
This review was posted by
a verified customer
Verified customer
Review updated:

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.

  • Updated by Lunch123 · Jul 29, 2019

    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

Responses

  • Da
    Dave102030 Dec 23, 2014

    I stopped going there once i found hair in my black beans. i told the manager quietly as to not arouse the other customers (I used to manage a restaurant myself in my day), thinking he'd appreciate that. Well, no, this dumb ### yells in broken English " no, no, no Its boo chit, i make mysef", You put that!!! Everyone now knows!! Yeah, without another thought the people in line started leaving. i guess he got fired because I have seen him working at Walmart on goldenrod rd. stocking at night. What a dumb ###. I don't go to any pollo tropicals as I've had bad experiences in all four that I know of in Orlando. Piss poor company!!!

    0 Votes
  • Lu
    Luis Cabrera Aug 14, 2018
    This comment was posted by
    a verified customer
    Verified customer

    When I received my credit card statement it said that I paid a Pollo Tropical bill to Fort Wayne Florida. I am not aware that there is a Ft. Wayne, Florida. I just wondering if it is a legitimate bill?

    0 Votes
  • Co
    cocoa Aug 15, 2018
    This comment was posted by
    a verified customer
    Verified customer

    No long line to order and Long line to get your food. Amazing!!!No plastic forks only spoons. Manager need more training. Terrible expiriency 30 minutes to get a 1/4of chicken.
    Store number 10007.

    Comments

    0 Votes
  • Ye
    yep911 Oct 15, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Your spoons are very inconvenient to eat with. You should try yourselves and you'll know what I mean. Try eat with your quatroleches or soup. These spoons are terrible, you should really change to a different design.

    Thank you for your food though, I always like to get tropichops and wraps and some desert.

    Sincerely,

    Loyal Customer :-)

    0 Votes
  • Ra
    Raser Oct 15, 2018
    This comment was posted by
    a verified customer
    Verified customer

    They leave the outter black heart on the tomatos...they should cut them out!

    Comments

    0 Votes
  • Fr
    Fredyalex Oct 27, 2018
    This comment was posted by
    a verified customer
    Verified customer

    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.

    Comments

    0 Votes
  • Va
    Vania Louis May 18, 2019

    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

    0 Votes
  • Bj
    Bjburns13 Jul 20, 2019

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

    0 Votes
  • Lu
    Lunch123 Aug 04, 2019

    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

    0 Votes
  • Ja
    Jacquelyn Leon Nov 26, 2019
    This comment was posted by
    a verified customer
    Verified customer

    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.

    0 Votes
  • Ro
    Rosa62 Dec 11, 2019

    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

    0 Votes
  • Ma
    Mariaf85 Feb 29, 2020

    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.

    0 Votes

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