So food was ok but what I totally hate about this place is that as I went to pay for my food the cashier tells me I don’t have change for $100 dollar bill. I guess he is is not smart enough to have sufficient cash in his drawer nor the company is so poor that they can’t give change for a 100 dollar bill. Pollo tropical top office needs to look into this store. Really sad place

They need to change the cash register. Seems to me she doesn’t like her job. Very dry person and seemed bothered when I asked her for some plastic utensils and simply wanted to get me out of the way, If that’s the service being the first customer , can’t imagine during lunch time.

Prices on the same items change for some reason. Curry stains on the bag when they hand it to you. SPOILED OR OLD AVOCADO. Could be better. Why does the avocado look like frog skin

The food is good but the service has changed after Covid to not a good service as they were used to. Sadly, I have gone to over of their restaurants in south FL and the service not good.

I found roach body parts in my food. Chicken was raw and cold. A worker in the back wiped their nose with bare hands and then continued cooking the food.

I ordered half chicken with white rice and black beans, it was not a half chicken, two chicken gathering, 2 chicken thigh, Needs to be one chicken gathering, one chicken thigh and one half breast. Review your box order first. Pollo Tropical SW 152nd st and 117 st . No friendly guy taken orders

WARNING! THEY TOOK MY MONEY AND NEVER SENT REFUND. I will proceed with corresponding complaint. *** Receipt picture attached *** Could you please let me know when I should expect my refund to get back to me? Manager on duty that day told me refund was processed successfully (October 30), but havent received anything yet. Thank you. They are taking advantage of customers... Everytime I go, protein portions are smaller for a higher price. Unfortunately, no more business with them. There are plenty of good restaurants out there.

This Pollo Tropical has the best customer service. I have been a huge fan for many years and have eaten at several locations but this one is by far my favorite. The quality of the food is on point and the staff is the friendliest.

The food is good but this place always has dirty tables and floors. I even got wet napkins to clean our table, and employees just ignore us.

Always when I buy the food they put a very small portion of the rice.

The food was ok. However, the customer service was horrendous. They do not give plates, nor do they give utensils. We were eight, and we bought food for eight people. They felt like 2 plates and 4 sets of utensils would somehow be enough, and when we asked for more, they were basically thrown. Overall, my experience was very disappointing. Also, the restrooms were clogged 🤢🤮.

What's a Cuban sandwich without ham? So I ordered a Cuban sandwich and the woman forgot the ham.. She has the balls to ask if I wanted the ham. The very next day I ordered the white rice,frijoles avacado and chicken.. I get to my hotel room and what I was given was a chicken salad.. Awful!

Bad customer service, from top to the bottom!!! The Manager Omar should show better leadership to his employees like Tica to whom he is displaying bad leadership in front of, that’s a Bad example and i will never visit or recommend this restaurant to anyone! And I’m speaking from the phone call experience my daughter had with me on speaker while talking to Omar “The Manager” about something so little as extra sauces for a Family Meal which i had planned to feed my family of seven, until I asked to be refunded for my whole entire order, because his mannerisms was very rudely displayed. From understanding the customer is always right, but Omar showed different.

When they first open they are always fantastic. But. inevitably, as all eateries, they become second rate. Examples? Very dry rice, Overcooked, dry chicken. sloppy presentations, inability to run the business effectively causing large back logs of orders, causing, and usually at least an hour waiting time most often than not. Meanwhile, there is complete chaos 😳 inside the place. People waiting around while the workers figure out what they are suppose to be doing.

Good location but the chicken is not as I am used to. Little bit raw and below expectations. The sauce buffet needs more follow and cleaning.

Took longer than the normal when I went inside to order! Should have stay in the drive through! I do take out here alot . Was very disappointed 😞 in my last visit! The plantains we so burnt they were black. Come on Pollo Tropical! You guys can do better. There is no way you should have served this to a customer!

Chicken was a little dry, but still flavorful. Yucca, plantains, rice and beans were great. Service was friendly but a little slow.

I love tropical chicken but this place is a disaster, it has the worst employees in Miami, it seems that they agreed to hire everyone who does not want to work. They are rude, they don't care about the customer and they always have long wait, and tend to confuse the orders

A few months ago the size of the chicken was very small, for 3 months we have ordered and the size of the chicken is adequate for what we are paying, today 12/29/22 I ordered a whole chicken and I think that if I weigh it, it does not exceed the weight of the 1/2 chicken that I usually order, and they also brought me 3 breasts and a thigh with thigh, we are 4 people, 2 adults who eat breast and two children who only eat thigh or thigh because it is easier...otherwise I would continue commenting .improve your service. thank you.

Ordered 2 Crispy Cuban Sandwich and in the window was Austin a very talented gentleman and suggested to mix the pollo sauce and a yellow one he provided. PUFFFF! Mind Blowing!!! Overall the sandwich was Amazing and Austin was a Star!! Keep it up Austin your 1 in a million at this locations!

The restaurant was super dirty. I had rice in my plate, which i didnt order. I took it back, and the lady dumped the rice off my plate onto the rice platter to serve it to another person. Gross. Plus, all tables were dirty. We had to ask for them to be cleaned.

My mom ordered a family meal through the drive thru, when we got home it was the complete wrong order. We took it back and the staff placed the food back on the grill. Totally disgusting, if that's how they did my food, I could imagine if someone returned anything else and what someone did to that food. I no longer wanted my family to eat there again. I asked for my money back and went home to grill my own chicken with rice.

I’ve been coming here the last 20 years! I can’t believe I’m saying that.. where does the time go? Anyway, they have always given the best food when I don’t feel like cooking and I’m so thankful I don’t have to settle for fried chicken and French fries like every other fast food place. Highly recommend!

if I can rate this place zero stars I would terrible service, save yourself the trip and visit another location unless you want terrible service no one there wants to do their job and this is the same exact reason that they are working here and not somewhere else ,its honestly sad, you have to ask for someone to take your order ,they all look like they are having a super tough time completing the task at work and this is the bare minimum and let’s not even talk about the drive-through lines and how long they take to serve you not sure who is the cleaning crew at this location but if you plan on dining in your elbows will stick to the table it’s honestly gross just take the advice and drive to another location or have a meal somewhere else

Came to eat at the restaurant located Sw 152 st off the turnpike west Kendall. The place is filthy tables are dirty full of empty food containers. The staff are rude and lazy. Don’t ask for anything like napkins or pepper or sauces they tell you they don’t have any. I was glad they gave me a plastic fork and knife. Don’t go there. It’s gross.

Food is great. I love the avocado cilantro salad to die for and the best salad I've had in such a long time. My husband loves the churrasco meal as well and it is fantastic

This is usually one of the best PT's that I drive a few extra miles for. Unfortunately on this night my food was not up to par chicken was dry and cold the rice was gummy the corn did not have the taste as the day shift staff usually has it. The seasonings over all were bland. Hoping that management will consider evaluating the staff and empliment corrective action. The car before me returned their food for better quality as well.

Friendly and polite drive threw employee. Awe the food is delicious. However one of the orders chicken breast was under cooked. Other than that all else was enjoyable.

Have gone to many Pollo,'s before, but last night I found the best one. Chicken was fresh,tasty and delicious. The service of the employees was amazing!! They had like 10 types of sauces. Never at other Pollo's. Keep it up!!

Food is fabulous, staff is very accommodating. Fast food the way your grandmother would have prepared it. Good rewards program. Online ordering via dedicated app. Simply the best. (Better than all the rest.)