Pollo Tropical review: Good order

On 7/28/2023, at 1:28pm, UberEats picked up my order from Pollo Tropical at address 581 N.W. 57th Avenue, Miami, FL 33126, Store# 10030, Phone# [protected]. I had ordered 1/2 Chicken Rice Beans ($11.49) and Crispy Chi Avocado Salad ($11.99). The worker at the Pollo Tropical handling my order had failed to include the Crispy Chi Avocado Salad in the bag and I therefore only received half of my order. I immediately called the customer service by number [protected], had to wait on the phone for over 30min until I could speak to a service representative. They said they would take care of the situation asking for information including my order, name, phone number, and the store I had ordered from. Several hours later I received a phone call from the Pollo Tropical store that claimed the UberEats driver was the one that had failed to put the Chicken Salad in the bag. I explained to him that because the bag is already sealed when the UberEats driver picks up the bag, I know that he was lying about this. He seemed a little embarrassed and said that I needed to come pick up my order then. I explained that there was a reason for why I bought my order as a pick-up; I was not able to come pick it up. From there on he said he was going to fix it and hung up. I never heard anything more from the store directly and I have currently reached out and spoken to the customer service five times. Every time they have told me they would reach out to the store management letting them know that the situation needs to be dealt with by first reaching out to me. I have never heard anything from anyone. Very unprofessional.