Pollo Tropical

I started my night at the Popeyes next door. While attempting to order I was told that I «needed to order» and that was enough for me to eat elsewhere. I went next door to pollo where I was greeted by Irving, who made me feel welcomed as the last customer of the night and not the thing that stood between them and the end of their shift. Shout out to Irving!

I actually think this pollo tropical deserves no stars and although I used to love pollo tropical in the past I will never eat at any of their locations again. I would go through the drive thru at least three to five times a month. One visit about 6 months ago I arrived home to completely black, burned chicken. I wish I had taken a picture of it. When I called the store I was told that there was a new person on the grill and to come back for a replacement. I live 30 minutes away so that wasn’t an option. A month ago I waited 30 minutes in the drive thru lane. Once I reached the window the woman had her headset on and was taking orders. I tried to get her attention but she was too busy and could not hear one word I said. I had asked her for garlic sauce for boiled yuca. She handed me the bag and said, «everything is here including the sauce». I drove away and felt that the bag seemed smaller than normal. I pulled the rice and beans that were in a brown paper bag out and sure enough there was NO chicken. I returned to the store and had to get out and get the chicken because the line was still very long. When I got home I lifted the brown paper bag and the beans spilled all over the seat and car. It was everywhere! Carpet, clothing, gear shift. The entire bag was soaked through. The container of the beans was definitely not closed because all I did was lift the bag up and placed it on the seat level. I called the store and asked to speak to a supervisor but the only response I got back was a woman who certainly was not a supervisor telling me to come back to get a replacement of my family meal. I have called corporate 4 times and have left messages and have never received a response. The customer service rep that took the call offered a $ 20 gift card. My total meal cost more than that. I cannot believe nobody from the corporate office has called me back or at least a regional manager. I now have a permanent black bean stain on my rug, dried black beans all over the console and had to get my clothes dry cleaned. Honestly I understand that can happen but it’s the lack of response that I find appalling. I now understand why they are not a national chain.

food is great as all Pollos, but middle of lunch rush, line to the door and only 1 of 3 registers open?
ridiculous

Are the pollo tropical employees being paid based on how much sauce they save at the end of the day? Every time I go here it is such a hassle to get sauces. I usually get 2 of each one that I request but garlic cilantro must be worth gold because they only ever give me one. Today when I went and asked for some more the lady at the drive thru gave me a nasty look and said it was already in the bag. When I told her that I wanted more, she rolled her eyes, closed the window and turned her back. I don’t understand the problem. It’s not like I ordered only one meal to warrant giving me one container of sauce. I plan on filing a complaint with corporate.

This is one of three Pollo Tropical restaurants that I patronize frequently in Miami. Within an an hour of their closing time last night, I made a purchase at the drive thru window. A portion of my purchase was for lunch today. To my surprise this morning, I discovered that I had paid full price for what was ¾ of their usual portion size. I am disappointed and feel cheated.

1^st and only time I came (I won’t be coming back) to the drive thru and asked for half a chicken for me and my hubby. They gave me ¼ chicken, I also got a salad and they didn’t offer sauces. I had to ask and see her roll her freaking eyes @ me. Crap customer service! Thief!

The drive-​thru line is nuts especially in Miami where driving is an exercise of physical and mental stimulation and frustration. When its not crowded (which is never) I can usually get in and out. I can tell yoy one thing they are so generous with their food unlike others

*This review is being written months after I decided to stop eating meat.*
However the chicken Cesar is very very tasty.
We got it with yellow rice which was good too. Everytime I come to Miami I stopped here.
But now I’ll have to find something on the menu that is meatless.

Finally! Somewhere close to home where I can get a decent meal quickly!
I was there for day 1 and the staff, while tired, was very nice and seemed to be enjoying themselves. My complicated order was dead-​on and our food was delicious! No complaints here.