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app
I have twice placed orders on the app for the location in Altamonte Springs and the order has been sent to the Millenia location. All the way through the ordering and paying process the location said Altamonte Springs. Once the order was paid for, the app confirmed that I should pick it up at Millenia curbside.
The app offers no opportunity to cancel the order.
Both times I have called the store, called corporate, and emailed for a refund. No one has ever returned my call or emailed be back.
Desired outcome: I would like to have both orders refunded as they were never picked up
Food delivery never received
Re: order no [protected]. 12/22/20
Hello, my name is Nancy Castaneda. On 12/22nd I placed an order online for delivery. The order was set to be delivered at 5pm. I waited until 7pm and food not delivered nor any prone calls received. I called and was sent always to leave a message both in catering no and restaurant location. I drove to Pollo Tropical only to be told that the delivery picked up order at 3pm which was unusual and they couldn't do anything for me. After spending $25 and cents and leaving tip I had to drive else where to pick up dinner for my family and spend additional money. I hope someone can help me get my money back for undelivered food since it's been impossible to get a live person on the phone at corporate.
Email: [protected]@gmail.com
Tel: [protected]
Desired outcome: Refund
Customer service
This is my 2nd time having a issue at the same location; two different managers. The location is close to my job which is the reason that I keep going back. On both occasions, there was no one working that was fluent in the english language which, I believe, is where the problem begins. Both times there was more than one or two people in the lobby...
Read full review of Pollo TropicalItems on menu not available!
I visit the Pollo Tropical in Ft Myers on 12611 S Cleveland Ave 4 times per week. The last time was yesterday November 17th, 2020 at 8:30 pm. For the past month, this location runs out of half the items on the menu including yesterday. They served me a tropichop Churrasco that was dried out and a portion for an infant. I asked them what happened and they...
Read full review of Pollo TropicalCustomer service
I got off work in Tampa Fl. Went down the street on Fowler Ave. To Pollo Tropical. Was excited to see all the chicken grilling smelling good. I stood in front of the customer counter for approximately 8 Full minutes. There must have been 8 people behind the counter and one man eating at a table alone in the restaurant whom worked there. (He had a Pollo...
Read full review of Pollo Tropical and 1 commentThe quality of the food I purchased
On Friday, June 5th, 2020. I purchased 5 quarter chicken meals, with a small side of plantains from the location at 1785 NE 163rd Street-North Miami Beach. Fl. at about 8:30p-9:00p. I was very disappointed with the food. The chicken was burnt. The pieces of the rice was hard. I normally don't complaint about anything. But after spending over $30.00 for...
Read full review of Pollo TropicalService and food received at location #468 in Miami
Food was bad. Not good at all. Sending you a copy of the bill. Never had service like this from Pollo. March 25th. Order nmbr 419368.
My name is Herman Stevens. My number is [protected]. I did not realize how the food was until after I left the restaurant. The chicken was dry and not seasoned at all. It was not fresh either. Typically I have patronized your restaurant in Delray. The service in Miami could not have been more different.
Online orders / phone orders / store order
Register online but system refused me with no explanation (site needs some help). Called to order but no answer. Drove to store at noon to order for a family gathering at 4. Didn't check the bags when I went back and they had shorted me 3 out of the 9 items. Per manager, they expect customers to check the bags... Might have if they had't tied them up but really! Packing chicken/rice/black beans and a salad shouldn't be a challenge. I called the store as I drove back. Turns out it was a service number, there is no way to call the store direct. The service offered me a $20 gc for my trouble and advised me to not to go back for the balance of my order. Corporate policy! I had to go back because I had family on the way and rice and chicken alone didn't cut it/new house and literally no food. I could have prepared a very similar dinner for @ $20. Instead I spend $50 and made 3 trips to the collier blvd location. So much for making it easy on myself and reducing my stress. And hey, that $20 gift card is only worth about $10 since I paid for 3 side dishes I was shorted. Bottom line, next time its kentucky fried chicken for my gang.
Service
I bought 2 meals the other day there service was bad and food time cashier at the drive through was rude I asked for unsweetened tea they gave me a fruity drink they took so long with me food I was so mad I had to go inside to get my food when I was heading to the front to get my food. The cashier that cashed me out was talking about me rudely to the other...
Read full review of Pollo TropicalService.
Person at the ordering front could not understand what my husband was ordering: a whole chicken with brown rice and beans. He had to repeat the order many times and still her face was "blank", didn't registered that she was understanding what he was saying. Apparently she didn't understand english. At the end he got the chicken but with white rice. I am a...
Read full review of Pollo TropicalManagers
The managers at this location has awful customer service and management skills. The way they treat and talk to there they employees is horrible. Sunday I was just there an not one manager in site employees not doing nothing. Store is a mess, AC leaking all in food, bathroom needs to be cleaned, drink machine needs to be replace you can see stuff floating in...
Read full review of Pollo TropicalCustomer service
Around 9:20pm I entered at pollo tropical to order 3 whole chicken with rice and beans and I saw that the restaurant was busy I order and I started to wait in the line of services at the front their was this lady with glasses and a young man hurrying up to do orders and then a group of people arrive to order food it was a lot of food they order and I heard...
Read full review of Pollo TropicalThe chicken I ordered as well as the dessert
I ordered my food ahead of time to go and pick it up myself for my family. i ordered 2 chicken combos and 1 bbq spare ribs, as well as a cuatro leches and a flan. the bill was heft but hey its Saturday. guess what? it took me 20 minutes to get the food because i couldnt get the woman behind the counter to listen. they had people complaining about getting...
Read full review of Pollo TropicalChicken wings
On my lunch break 11-15-2019, I decided to try out the new five chicken wing deal! As I. drove to the drive thru window the staff were all playing around and it took forever for someone to come to the window! When I go back to my job and open the box my chicken wings were burnt very bad! I wasted my whole break and didn't have time to return! Never going back!
Read full review of Pollo TropicalRobbed by pollo tropical
Somebody should do something about this Pollo Tropical located at 10575 N. W. 41 Street Miami, FL 33178 they are robing lots people who order to go, today 11/14/2019 I ordered an special they have call the Grill Master Trio which includes a churrasco steak only to find out when I got home that it was missing, I really wanted to go back an complaint but...
Read full review of Pollo TropicalVery long wait and the food wouldn't detach from the foil paper. The food was fused to the foil paper.
I went to the Pollo Tropical in Pompano Beach, FL on 11/08/2019. Not only was I stuck on the drive through line for 45 Minutes, the Quesadilla wrap sandwich I ordered was stuck to the foil paper the sandwich was wrapped in. This infuriated me because my whole lunch hour was done and I was left to decide to either poison myself by eating this sandwich or...
Read full review of Pollo TropicalService
I placed my order 508159 at 6:28.50 pm. It was not ready until 7:02 p.m. This is not acceptable. Yes, it was busy, but there were at least 7 employees behind the counter but 11 people ahead of m e on line. I have always waited a while for my meal there but this was ridiculous. In addition, out of the 20 tables in the restaurant, I counted 11 that were not...
Read full review of Pollo TropicalAllergies
I explained to the guy that my niece has celiac disease, meaning she gets very sick if she has gluten. I asked them to please remove their gloves to avoid any contamination and no bread. The guy looked at me like if I had 3 heads. I repeated she's celiac.
When I got to the front of the drive through again I repeated that it's for someone with celiac disease, and got that blank stare again. When I got home with the food she was unable to eat because there was a piece of bread smack there on top of her chicken. The staff made me feel like I was nagging them or something because I kept asking them to remove their gloves for a reason. Please educate staff on allergies.
Someone who is gluten-free it's by choice but someone who is celiac will actually get sick and it's very damaging to the intestines if they eat gluten. Thank you.
Tropichop bowls
It is ridiculous how much corn is put on these tropichops. It is an insult of how little corn is put on the bowls when asked to include corn on the meals. Seriously? It is so pathetic. I can count 10 kernels, if that on the bowls. It does not even look appetizing. Five the customers what they want and keep them coming back. Give us atleast a nice size portion of corn. How are you going to give me a large size bowl filled with rice and an average amount of chicken, but 10 kernels of corn? That's very shameful on behalf of the food company chain. Shaking my head.
Poor food quality & presentation
On October 20th at 8:28 I ordered food via drive thru at the Fruitville rd location. I received my bag and all items were present although one of the containers of sauce had spilled in the bag due to lid not being snapped in appropriately. Once I got home and opened the packaging of the items ordered, specifically the chicken quesadilla wrap & grilled...
About Pollo Tropical
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Overview of Pollo Tropical complaint handling
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Pollo Tropical contacts
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Pollo Tropical phone numbers+1 (866) 769-7696+1 (866) 769-7696Click up if you have successfully reached Pollo Tropical by calling +1 (866) 769-7696 phone number 0 0 users reported that they have successfully reached Pollo Tropical by calling +1 (866) 769-7696 phone number Click up if you have UNsuccessfully reached Pollo Tropical by calling +1 (866) 769-7696 phone number 0 0 users reported that they have UNsuccessfully reached Pollo Tropical by calling +1 (866) 769-7696 phone number+1 (800) 819-3744+1 (800) 819-3744Click up if you have successfully reached Pollo Tropical by calling +1 (800) 819-3744 phone number 0 0 users reported that they have successfully reached Pollo Tropical by calling +1 (800) 819-3744 phone number Click up if you have UNsuccessfully reached Pollo Tropical by calling +1 (800) 819-3744 phone number 0 0 users reported that they have UNsuccessfully reached Pollo Tropical by calling +1 (800) 819-3744 phone numberMarketing
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Pollo Tropical emailscontact@frgi.com100%Confidence score: 100%Supportunsubscribe@pollotropical.com79%Confidence score: 79%communicationinternationalfranchising@pollotropical.com78%Confidence score: 78%
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Pollo Tropical address7255 Corporate Center Drive, Suite C, Miami, Florida, 33126, United States
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