Pollo Tropical
Reviews and Complaints

The cashier Zarek who work from the drive-thru according to my receipt was laughing and joking instead of taking my order until I asked if nobody heard me or worked there? when she finally took my order the two chipotle grilled chicken sandwiches which took more than 20 minutes to get. once my order was ready I had to ask her about the receipt because she knew what she did wasn't appropriate which I qualify disrespectful and unprofessional.

Date: 10/15/2018
time: 4:49:52s pm
Employee: 141999/ Zarek
receipt code: [protected]
store: 10204
order number: 236
6833 Collier Blvd Naples, Fl 34114

Pull up to the drive thru Pollo Tropical in North Miami Beach. First and foremost theres a HUGE LINE, ALWAYS. When the guy got to taking my order in the tablet I SPECIFICALLY said White Rice, Black Beans, Corn, & Boneless Chicken! (Now I said boneless bcuz there has been times where the chicken has had bones) btw they didnt have "garlic cilantro" I payed almost $7 for this Tropichop & when I get home to eat my food. The bag has no napkins no utensils, & most specifically NO CHICKEN! They put PORK! Now I cant eat pork bcuz of my religion. So I went back and told the drive thru guy they put pork I asked for chicken. He took it to the kitchen grab the pork out of the Tropichop & threw chicken on top 😐Now tellme why my tropichop taste like pork mix with chicken and 0 sauce so its a Dry Tropichop With Chicken But Taste Like Pork Residues.
Beyond Upset. I'm regular at this spot but I dont know if ill be coming back to this location.

On Sat 7/7/18 we waited online for 25 mins with one cashier open. When we finally came up to order the cashier replied "what would you like to eat" while she was having a conversation with another employee. Not even an apology was expresed for the long wait. I expressed that to her and the result I received was her throwing her hands in the air, she walked away from the cashier and let the cowoker that she was conversing with take our order. I requested to speak with the manager and the young man expressed we have an assistant manager. I said ok what is her name. He them turned around to who seems to have been the assistant manger who came out to help, whispered in her ear that I requested her name and she walked away came back and took another customer at the register. After all that waiting when receiving my order I received the wrong item on my tray. My financee brought it back and the assistant manger replaced it with the correct order. We were extremely displeased with the service at that site for we have eaten at your other sites and NEVER had any issues with service. I am manager in the medical field and reguardless who your clientele is there are simple ways for employees or managers to difuse a situation with customers. My finacee is also a manger for Darden for 18 yrs and for him to experience this type of treatment and service showed lack of employee training and etiquette.in closing I sent a copy my receipt with the name of the person, date and time for you to look into this matter. I thank you for your time and would greatly appreciate your response on this matter.

Store 10112 ordered food no napkins no forks in utensil holder all tables are dirty condiments are all empty jalapenos thrown all over the counter soda machine have seltzer water instead of drinks. Very disappointed a lot of workers but no one cleaning and making sure everything is as it should be. Bathroom was nasty had to clean a table So we can actually sit and eat. Ordered sweet plantain and wasn't cooked.

I went through the drive-thru as I usually do on my Friday evenings after work. I ordered my regular tropichop and my regular order are fried plantains. I also asked for the cilantro garlic on the side. When I got to the window and I paid for my food, I looked in my bag as I always do and saw that I had fried yuca not fried plantains. And I also did not have the cilantro garlic sauce that I requested. I told the gentleman behind the counter that I was given the wrong order, he apologized. I handed him back the bag with the fried yuca. I also asked him for the cilantro garlic. He proceeded to give me another bag which I didn't check because I was in a rush to get home, it now has cold fried yuca, not the fried plantains that I ordered. He also gave me a small bag with a fork and napkins and no cilantro garlic. Usually I get great service, I come here every Friday. But I'm quite disappointed today.

Nasty service.

1) Had to pull around to front.
2) Audriana forgot my drink and gave me wrong order. My meal was given to the truck sitting out front next to me.
3) She tried to give me the meal he touched. I told her I didn't want it since he touched it.
4) Audriana went back inside so I followed her to see what she would do.
5) She swapped the bag and gave me the same food that the other man touched.
6) I asked for a refund and she wouldn't give it to me.
7) I had to throw away the food since they wouldn't give me a refund or uncontaminated food.

I went through the drive-thru at the Pollo Tropical location at 11860 e. Colonial dr. 32826 Orlando fl and they refused to serve me because they said their kitchen closed at 9pm. Their hours of operation are supposed to be 10:30am to 12am. They gave no reason as to why they closed the kitchen THREE HOURS EARLY and refused to take my order, making me have to get out of the car, tell the three cars behind me to back up along with the reason the restaurant gave me. "The kitchen closed at 9pm".

We ordered two chicken tropichops, one with brown rice, no onion, beans on the side. Also a side of large plantains. The other with yellow rice all the way with beans on the side. What we recieved instead was one tropichop with white rice, chicken, and onion, and one with yellow rice, chicken and onion. No vegetables, no plantains, and no beans on the side. Upon entering the store to have the order corrected, the girl behind the counter blurts Out that she gave us what she had. The supervisor asked what we'd like for her to do... we wanted to correct order. She said we would have to wait a while longer. She offered no compensation whatsoever and simply issued us a refund! This is not the first time I've had an issue at this store. I love the food, but the service here is TERRIBLE!

SUNDAY/ Late night drive thru service is horrendous. The young man handling the orders has a very bad attitude towards every customer that was ordering food. I over heard him say various times they didn't have this or that. If you asked for anything he would say we don't have this... which was a lie. I ordered boiled yuca and asked for sauce and he told me they didn't have any until I told him yeah... what's that on the counter. I believe it was a game to him. They were closing within a hour and the staff didn't want to cook extra food or give away sauces. He was rude and had a very bad attitude towards every customer. Really, really bad services. They need to be trained to treat people with respect.

Upon visiting the Gainesville, Florida location on 6/26/16 at 1:20 pm, Leticia was the Manager on Duty. We were the only car in the drive thru and needed a few minutes to decide what we wanted to order. My friend is an older person and is handicapped so, we needed some extra minute. There were no cars behind us and, there were 4 cars in the parking lot.
The person taking the order was very kind and patient but, there was a person in the background that was yelling several 4-letter words that was very unprofessional. Upon pulling up to the window, I asked the person who would be saying those bad words in the background? She said, "that would be my manager". Apparently, because we were taking a bit longer than the usual customer, the manager became angry with her employee and with us. When Leticia came to the window to identify herself, she said "It is a bad day because I only have 3 employees". Then she handed us the bag and I said, "No thank you. I do not want anything from Pollo Tropica today or, l ever again. You have a bad attitude and I do not apprecieate it". Then we drove away.
My email is " [protected]@yahoo.com if you wish to respond to me.
Thank you for your time.

Every time you go through the drive thru, the attendants have attitudes, they shortchange you on the orders, don't include items you asked for, spill things and then have a hurry up attitude, along with the management as well, no one is professional!

We went to pollo tropical in sanford store #10076. Manager shaina (3533). First of all, I heard the cook talking to another person from the other side of the restaurant cooking are and she was telling him not to give out the burnt chicken. When we were served that was what we got. Food was cold, chicken was dry, we did two separate orders one for almost 12 dollars and the other for21.06. I have eaten in other pollo tropical restaurant but never this nasty. I complained to the manager and all she did was to offer us something else. We did not want any of the nasty food that was served to us. My son got home and was throwing up and had stomach ache. It was 9:59 when we order I think they could've cooked some more chicken for us. No flavor in whatever they served us. It was a horrible experience and I think we should get our money back on this. The manager did not handled it the way she was suppose to. We want our money back. We did not think of taking pictures. I went to tell the manager how bad the food was and to go to the table to look at the plates but she never did.

Tropigrill is a horrible place to dine... The people that work there for the most part can be really rude, mean and abusive to customers too.in the past I used to have horror experiences at tropigrill — it was a nightmare. I had people yell at me and once even had a psycho spic guy throw my food at me!... I had managers yelling at me and really bad situations. I stopped going to tropigrill for a year or two and started going back again. For the past year or so, the place has gotten a lot better... And not just this location but many. The people were decent or at least not crazy or abusive though sometimes you stil encounter the crazy weird mean people. However, recently I went to the location on alafaya/colonial to get some food. The girl at the window, when she was handing me my drink... Got really mad and just shoved it at me angrily... And really hard. That was crazy — I got mad at her and said... You can't do that to people I have a bad arm, that is messed up? She angrily said "well I have a bad back"... I said... Can I talk to your manager? She lied and said the manager was gone in the back. I didn't trust this psychopath to make my food — b/c of the way she acted, it was scary — it seemed like she had an axe to grind against someone and was taking her anger out on customers. When she brought me my food... I told her I wanted someone else making it as I didn't trust her — I tried telling her before but she ignored me. So then she had another lady put my food together. Finally I asked for the manager and she brought her and the manager said something like "we've been back and forth with her all night" ie as if shes been a problem and she'll talk to her — yeah right. I suspected they could have done somethign to my food... Did I think they did — no not really? But I will say the food did taste weird or had a very weird slight aftertaste that was strange... Well let's just say... My stomach has been sick for days after... And it was sick the next morning. I have been sick for days and just went to the doctor who didnt even know the situation and said I have food poisoning. I can't confirm it was tropigrill that did it but honestly, that night I already told my friends and family members... Im scared they did something to my food and it did taste funny and ironically now I have food poisoning... Put two and two together... Let's just say awful place run by angry maniac hispanics and crazy people who are capable of anything... Maybe they were just serving bad food anyway who knows... But all I can say is — beware of this place... The psychos that work there and eat at your own risk... For they might do something ot your food...