I don’t like being negative but it’s unavoidable in this case. I waited for 30 minutes for 2 small items. When I got them They were both cold and unappealing. They did not taste good. I observed a lot of dissatisfied customers and folks with incorrect orders. Some customers were angry and were waiting a long time like myself. Some staff were sitting around and there just seemed to be an attitude of general indifference amongst the staff. I won’t be back

If I could put no stars I would that is how bad this place is. I’ve waited over 45 minutes for my order. People before me have been standing waiting for a hour to a hour and a half. The workers are complaining that they want to go home or running in and out not completing the orders. Behind the counter is gross there is food everywhere. The manager was asked for about 4-5 times and finally came out to give someone a refund. This place is legit the worse pollo in Pembroke Pines. Everything I come here there is a issue. And the only reason why I waited for the food was because I just got back for a 12 hour car ride and wanted food. But seriously this place needs help !!

This Pollo Tropical has really gone downhill since COVID. I understand that the regulations were necessary for everyone's safety but this place has never been the same since. First off, they no longer have napkins, utensils sauces, or even soft drink dispensers available for you. You have to ask them for all of it. Even still, they never have all the sauces and are now no longer serving fried yuca. All of this in my opinion cuts down on the efficiency of an already understaffed place. The dine-in setting is clearly not friendly to anyone so I would not recommend it. Now people who want to take out through the drive-thru is impossible because the line to wait is from the window all the way back of Lowes. If I had to guess it is at least a 20-45 min wait. My last order here was a family meal, but unfortunately, I did not check the box since it was a pickup through the app. By the time I got home, it was a mess. The images speak for themselves. I will not be buying from this Pollo Tropical unless there is a significant improvement to their dine-in environment, more staff, quicker drive-thru times, and better quality food.

If I could give this location 0 stars I definitely would! In currently sitting in my car for over 45 minutes waiting for my “ curbside “ order ! The app isn’t working it tells me to call the store and I’ve been calling the store for 40 minutes and no one answers finally I had to leave my kids to go into the store and they had 0 explanation just told me they would start prepping my order even though in the app it says it’s been ready since 2:10 and it’s now 2:50! I have seen over 30 vehicles drive by in the drive thru and o still don’t have my food! If you can’t render a service then don’t offer it ! I have a car full of starving toddlers and no food!

I came and experienced awful service here.. after waiting in a short line to order my food the receipt showed I paid for it at 6:04. I stood waiting for my food until 6:48!! The only thing I ordered was a small tropichop. Everyone who placed their order before me was crowded around the pick up section. They were both angry and confused at how it was taking to receive their food… with over 7 people working and none of the orders at all being ready. I understand it takes time to handle a crowd of people’s orders but no one was being given their food which didn’t make sense. multiple people who had placed their order before me came back to complain their food was made wrong. even though most fast food restaurants are short staffed right now, which I completely understand working in fast food, the employees were not the most respectful and in my opinion did not handle the situation well. i would not come here if you are in the search for fast service

This is the WORST Pollo Tropical I’ve ever been ! Starting with the employees attitude a soon as they take your order they are extremely inpatient and rude, no attention to detail both of my orders were messed up as you can see on the picture ! Grilled chicken Caesar salad missing the chicken, the croutons, no cheese at all just dry lettuce. On the other hand the rice was very old and sticky and the chicken also dry and burned the order was missing the beans for the rice. TERRIBLE service and long wait for no reason.

Long drive through line for no reason and to top it off extremely dried chicken, so very disappointing! The guys at the window were nice. Also the only sauce they had available was cilantro garlic, how does that makes any sense…. Beans were runny.

Ordered for delivery via the website and they did not include chicken in both of my meals. They also forgot the sauces. I went into the store and they refused to refund my delivery fee. There were 5 other customers who came back for orders being mad incorrectly. The supervisor Gloria offered no help. The gentleman at the register was trying to refund me, but was called to the back by the supervisor and then said that his supervisor said not to help me. I then asked for a a full refund and left the food on the counter. I'll just do a charge back on my credit card.

Be aware! This is our french fries order, when we asked for a change they refuse! We almost had to beg for our drinks and forks so we could eat. Very bad manners, the employees, they all look stressed, all orders delayed and a lot of angry clients.

They don't deserve a single star. Worst pollo tropical I've ever eaten at. First, I was robbed when I ordered extra protein, and they had the nerves to tell me it was double, but the menu picture had more, and it was not even doubled. Drink didn't have any carbonation. Staff looked more like zombies that were just going through the motion. Don't greet you. Just don't ask if you need or miss anything. Just turn around, call your number, and turn back around like you don't exist.

Horrible experience! Attempted to use a one day only BOGO coupon (staff was aware of) but they would not allow me to redeem. Wasted over 30 min in line with manager, and eventually General Manager (on phone) and they refused accommodate us. Their Customer service by management was the worst I have ever experienced. Definitely avoid this location!

Here I go again, PT, what happened? I remember when the fries were good not over-fried and not hard the roll was soft you gave enough rice for the meal I guess those days are long long gone. I know the food quality is not the same, and I know the price is still going up, but the food portion is diminishing. Why PT why?

This is the most disgusting chicken that I ever eat. This is the second time that I order from there, and second time to give the benefit of the doubt but again I got sick from that chicken. It taste like when you use the same dressing over and over, and you only add new chicken inside. It taste like out of the fridge meat. It’s really really disgusting. I would not definitely eat from there again.

I’m very disappointed in the food I purchased today. The tropi chop had hard rice and the 1/4 chicken meal was not fresh. Very disappointed in people who would give people food that’s not cooked throughly and not fresh. They were also out of salsa as well.

I'm 50 yrs old and I never have left a good or bad review from my first time eating and paying for my food to now and I have eating at some classy restaurants $80 and up to some hole in the wall $6 plate or less but this Pollo tropical is the the worst in costumer service ask the cashier for help because there was no customer and she just standing there doing nothing mean while everyone is working and she refused to help all I wanted was one sauce she was very rude and told me to ask other employees I may be wrong , I toke my food that hardly touched and left on there counter. I will never again eat at any of there store again yes my dinner was about $15 that just a tip at a good restaurant. I ended up eating a nice meal ,got treated good at panda express

I thought I had reviewed this Polo Tropical because it is my favorite one when I'm close to my house, Friendly Associates, They Deserve a Raise!!!👍 Management is on Point with Training Associates on How to serve Customers, I did a review on another Polo Tropical Restaurant in Sunrise (University Dr. Close to Oakland Park Blvd) that is not good at all they give you like 1 grain of rice. This is an excellent Location they know how to give the portions out when you buy a Large TropiChop Chicken. I love this place I love the people here if you visit you will see exactly what I mean, so go check them out!!! I do reviews because I feel it's necessary that company's management whomever the associates who work so very hard they need to be told that they're valuable and they're appreciated by the customers also and they need to be appreciated and valued by their management and the owners of these restaurants. I hope that my reviews help everyone else to see how Important it is to tell folks that they're doing a great job, and It is equally important to also let them know when they need to tighten up.🙂

Although my initial experience was not pleasant as I placed an online order at 3:42 for pickup at 4 and did not receive it until 4:25. Upon arrival an employee stated that she would look into my order and moments later I saw her check out of the restaurant. I still patiently waited until 5 people who placed their order in the restaurant received their items. Thankfully a cashier was able to assist me in locating my order and had it made immediately. It’s all about having the right attitude when addressing a frustrated customer. She is truly an asset to the team. Thank you Tiyanah for amazing customer service.

The Pollo Tropical a little off of University Drive and Pines Blvd is by far the worst of all the Pollos I’ve been to. Service is horrible, I placed my order, then waited 25 minutes just to receive my order in order to sit in the dining room. The dining room was a disaster, all tables were filthy. Apparently all employees and management this Sunday evening looked like they were miserable, it definitely showed in the service I got this evening. My order was 1/2 a chicken w/rice and beans, thank you that was good, but the Corvina fish was a complete joke. The presentation of how the picture and real life version of what I was served, I would rate it a zero. It seems that every time I come to place an order there are always issues something is broken, this time it was the soda fountain was out; and what happened to all the delicious sauces that you ask for so you could add extra flavor to your meal? Now you ask for sauce and the answer you get is, “there’s none available.” This issue is in all the Pollo Tropicals. I added pictures of the so called Corvina fish meal. What I thought I was getting versus what I got.

This Pollo Tropical is a grade F. My neighborhood restaurants is much better. I only stopped here after shopping out west. The chicken was dried out. The rice clump on the plate. I could not even eat it. Last but certainly not least a 5th grader could provide better customer service. I rarely give a really bad review but they earned it.

Would not go to this place again! During my visit they are not taking order, only drive through. I was in line for about 20 minutes for when another customers come and tells me that I am wasting my time. I approach the staff and the lady tells me that they are not taking orders. After ordering online for take out it took 40 minutes to deliver cold food and the wrong order. Staff seem to be in a bad mood and customers are coming in and out of the restaurant without food.

Would have been a decent visit if I was offered sauce with order which is a must for me. So I had to turn around because I forgot to ask. When I got back to the counter, it was a circus at order pickup now. When I got a chance to ask for sauce, we had difficulty communicating with each other. She offered 2 I asked for 4 because of getting a whole chicken family meal, so I received 3 and didn't want to try my luck due to how long it took to get sauce. I couldn't tell if there was a manager present to help the situation..which is my core issue.

Horrible service and food quality is absolutely disgusting. I have ordered the Caribbean soup and all I have got was little amount of vegetables one small piece of chicken. Avoid this please 🤢🤮

I really had a very ugly experience, I think they should be ashamed to serve that and my food was incomplete… I do not recommend this place at all

The food is good, but is there a restaurant slower to deliver your order than Pollo Tropical? OMG you can wait a least 30 minutes at the drive thru for your order to be delivered.

Excellent location. Food is Fresh and Tasty. This is my neighborhood Pollo Tropical and I've been eating here for 21 years. Currently, they appear to be practicing safety protocols for protection of Staff and Customers by wearing masks and gloves. I felt confident ordering from and eating here. I use the drive through but the inside dining area is open for business.