Pollo Tropical

09/23/2023: order correct, food hot and fresh, looks like the dining room is open 8/12/2023: dining room closed. Still able to order through the drive thru. Food was good. 3/8/2023: great service today! Swift ordering and getting the food from the drive thru. Is there anyway to get the employees who are taking the orders outside can get an umbrella or something! It was hot out today! Date unknown: I placed an order online through the My Pollo app. I didn't feel like waiting for the food when I got there, so I left after the time scheduled for it to be ready. I don't live too far, so I didn't think this was going to be an issue. When I did get there, I thought about going to the drive thru. There was an employee sitting outside seemingly ready to take an order. I informed that I placed the order online. I was instructed to go inside to pick up. I go inside. There's a line at the Order Here, so I went straight to Pick Up Here. No one acknowledged me. No one said hello. They all looked at me. It wasn't until another customer got the attention of one of the employees for a lemonade drink, was I able to let them know I'm here to pick up. This employee asked me my name. I wasn't sure if signing into the My Pollo app had my info like that because I did it through Facebook. I informed them I had the order number. They proceeded to go to where I guess they leave the food for pick up. Then the employee asked me what I ordered. I told them. She handed me the bag. I double-checked to make sure everything is there. It was. I work in retail and customer service, so I know how every customer should be trwated. Unless that's not Pollo's policy, the "service" was subpar. Thankfully, the food tasted good even of it was cold. That part was my error. Where i thought I would've been waiting if I left earlier than set time, I ended up waiting anyway. Smh. I doubt I'll ever order through the app again if it's going to be like this. I don't have this issue with McDonald's. Order through app. Pick up at the drive thru. Go home and eat. Happy. It shouldn't be that challenging.

My only real complaint is that the inside is being renovated and you have to use the drive through which is very slow if someone can't figure out their order BEFORE going there. Other than that I really enjoy their avocado cilantro bowl and the last time I got it it was really good hence the 5 stars.

I ordered at the counter. Service was prompt. While everyone was very busy, all were courteous. Only one issue, once they bring the food they instantly move on to another task. Then I have trouble getting someone's attention to get the condiments. I'm standing right there when they bring the order, they should ask if anything else is needed.

I never knew how busy and popular Pollo Tropical was until I visited one for the first time. The drive-thru line wrapped around the parking lot. Only a few people were in line inside the store when I arrive, but shortly after I ordered, the line turned into 12 people. The cashier was pleasant and informed me that my food would take about 10 minutes to come out. I was okay with it. I looked at their sauce bar and and packed two flavors that caught my eye. My food came out in less than 5 minutes. With their grill working non-stop, my food was piping hot when I got home to eat a late dinner. This location definitely knows how to pump out volume.

I goto this place 3-4 times a week. My favorite here is Tropichop. Most of the time I take drive through and its always busy around lunch time. Its easy to order on drive through. They have a large menu up there. They didnt mention any sauces there but you can always ask at the window while you take your food. They serve nicely. Sometimes they messup my order but its fine as I go so many times a month.