Pollo Tropical

Second time I came to this location. Worst experience I have ever had at a fast food place. They used to be really good. First time they forgot food. Second time sat inside, place was empty and waited over 25 minutes for 2 sandwiches. When I went to the front they had no idea what order I was referring to. The last time with the missing food, I called corporate had to go throwing an “interview”, was told I would get a credit and never did. These are the reasons places like this go down hill and go out of business. I don’t normally leave bad reviews but corporate needs to get involved and do better. Your system is broken.update 35 minutes and no food. We got our money back I will NEVER eat here again.

Ordered online for pickup. The app told me my order was ready. I went in, asked for my order and was told it would be ready soon. I waited 20 minutes while others got their food. The whole time my food was sitting on the prep counter for 15minutes and they forgot About it. I asked multiple people about my order during my wait and was brushed off each time while other people, who came in and ordered AFTER me received their food, hot and quick. They forgot to drop the empanadas in the fryer, so they tried to rush it and it resulted in the empanadas busting open and the dough Still being partially raw. The rest of the food we ordered was cold/lukewarm by the time we received the order. Horrible experience, terrible customer service, waste of money. Never again.

Usually the food is great and most of the time so is the service, until tonight. Insanity. I know they were busy but the customer service should've still been on point which it was not. I ordered online, was told order was completed at 8:09 but when I got there at 8:30 not only was it not ready but there were multiple people already waiting for theirs for over 30+ minutes as well. The lobby was closed for remodel so all online orders were asked to knock on the back door. Only one person was working on the many orders and the rest of the place was focused on the drive thru, sadly we waited for 40 min, got the wrong order handed to me and had the door closed on me multiple times trying to get the right order, extremely rude. Asked for a manager, never got one. I get home and to complete my frustration the beans were almost all liquid barely any actual beans. Usually I don't complain about anything but this was the worst experience I've ever had at Pollo and I don't know if I'll be going back anytime soon. Many disappointed customers there tonight. Maybe you should do what every other fast food place does and when the lobby is closed you allow people to pick up their order in the drive thru because I guarantee it would go much smoother than ignoring us all at the back door.

Why is it that every time I go to this location it gets worse and worse especially with the new employees that are there now. Rice is hard, chicken is burnt and hard, the black beans seem to have all the salt that was missing from the rest of the food and the employees are extremely rude not to mention the portions of chicken are half what they are supposed to be. Today was the third day in a row that they don’t have something available.basically there’s always multiple issues at this location will never go back here and I will most definitely spread the word

This place has gone down the drain the last few months. EVERY time I place an order on Uber they never give me sauce. The beans are not made like they were before, they are always watery. Super disappointing. The customer service sucks, I just called over an employee for assistance and she totally avoided me to go behind the warmer to drink some water- this place is practically empty. I never even complain but really I spend so much money here and on food delivery service to still have to come in person because I cannot eat this chicken without some sort of sauce. I ordered 9 sauce and got 0. This is why I now avoid this location and go to the one on 184&137 Ave. avoid this place.