I really like Pollo Tropical but it is disappointment after disappointment. I almost always ask for delivery but I always get sores on half of what I ask for and everything is very poorly cooked and prepared. Really disappointing in what it has become in recent times. I definitely don't think I'll be shopping at this location or any nearby location again anytime soon. If I could give you guys 0 stars I will do it

I witnessed 6 people walk out of the lobby tonight due to bad customer service and long wait times. This is all while waiting 20 minutes for an order I had placed 20 minutes online previously. The kitchen looks dirty as hell. Only one person is working the register. And my order was being prepared as I was waiting at the counter… when I had placed it all those minutes before before. AND the order was wrong. I promise I’ll drive another 15 minutes to another Pollo Tropical before I ever go to this one. I understand how the restaurant biz works, I worked in it for years but tonight was pitiful, pitiful enough for me to take time out of my evening to make this review. To make matters worse, I get home and the chicken is undercooked.

If I can give zero stars I would, this is by far the worst pollo tropical I ever been to. My chicken was burnt, they gave me an attitude when I asked for plates, straws and silverware. The way they prep the food was disgusting. The cashiers/ workers were rude. Horrible place, I recommend to go to another pollo tropical.

Quite possibly the worst experience I've ever had at a Pollo Tropical. Upper management needs to replace everyone that worked the night shift on 12/23/2022. I had to wait 30 minutes for my food (after waiting 15 minutes to order) and it wasn't longer because I told one of the employees I was waiting for my meal. Otherwise they would have never prepared my food. The lady that ordered after me got so upset at the long wait that she demanded a refund and left furiously without her food. Everyone waiting was very angry and I wouldn't be surprised if I'm not the only person writing a negative review about this evening's experience. One of the employees was literally standing in place staring at nothing for over 10 minutes. She should probably be given a blood test or psychological evaluation. Aside from the ridiculously poor service, the dining lobby was a mess also. Food on the floor, dirty tables, and all the trash receptacles were so full they were overflowing. As I was leaving I noticed the drive thru line was long and saw two cars trying to squeeze out of the line because they had been waiting for so long. The only thing I'm grateful for is that this location isn't the closest one to my home.

The Cuban pork sandwich is good. I didn't get my fries with my combo so I went back in line to order a different side. I hate it when I don't get my complete order. Rather than argue or ask them to do their job I just ordered another item since they didn't feel like giving me fries.

Customers: please check your food before leaving the drive-thru. You are almost guaranteed to get something over cooked. Missing items or some other quality issue. Employees don’t seem to care even when a customer complains and treats it as a burden rather than being apologetic and fixing the issues without making any faces. Upsetting one must go through this after waiting 30-40 min in the drive through.

This location is very poor service. I went today 12/10/2021. I ordered two combos of half a chicken when they gave it to me they were super dry burnt chicken, the napkins they gave me were wet and they had no salsa. The other day I went to the same location and they said they don't have rice available for the combos. Very bad experience. I don't recommend this place.

This has to be the worst drive thru experiences of any of the Pollo franchise I have used. I have been at this same spot for over 15 minutes. One car hasn’t move and I’m trapped. If you want to eat here avoid the drive thru during lunch hour at all cost! You can thank me later.

I was having issues with the pollo tropical app and Christopher was very attentive with great customer service skills. There was another customer being rude and Christopher handled everyone’s situation and everyone left very happy. Christopher is definitely a team player and needs to be promoted.

This place needs to be visited by inspectors. The food is served under the required temperatures, the serving area is dirty all the time plan site of clients. employees look like they hate their jobs and the management is worthless. But to be fair the other TP at university is the same story. This was a billion-dollar franchise that has gone down the drain. My last order most of the food was not edible

Well, that was gross. Cold dry chicken, rice inedible, hardly any avocado in the meal, small portion, dirty tables….just nasty. I used to love Pollo Tropical, but they have no, and I mean no quality control anymore. I though the one in North Miami was bad, but this was even worse. If I want to eat garbage, next time I’ll go dive into the bin out back. Never again going to this local horror show. We need a better option for decent fast food Latin food as soon as possible.

Got the order wrong - didn’t add double meat. Also didn’t have frozen drinks. Price reflected on sign for double meat was $2 less than what I had to pay after going back to correct the order. Food is pretty good though.

The service was slow and the food was the worst I have had. We tried the chicken sandwich and the bread was old and hard and the chicken wasn’t cooked properly. The wedge fries horrible they were dry and hard.

The people don’t want to take my order they told me that I have to put it on line bad customer service these was the lady. What are we tacking these world to.

This place needs to do a better job of communicating when they are out of something before the food is delivered to a customer, not after.

Going to this Pollo shouldn't feel like playing the lottery. You guys should LOVE what you do as it's why you're in business. Being mediocre should never be the goal. Y'all really need to focus on quality control. Do better...

I just looked at other reviews and I cannot believe that this location right outside the mall has been allowed to get away with being so sub-par for this long. I hadn't eaten at Pollo Tropical for years before visiting last week and again today. Both times, it was not a good experience. I ordered in the drive-thru then had to go inside because both times there was something wrong with my food. I wish I didn't go inside to see how dirty and disorganized it was. The sauce containers are gross and you just have to wonder about their hygiene/sanitation practices in preparing the food. Just hoping I don't get a stomach ache from eating there. Never ever going back. Also, I've seen management responses to previous reviews written months and months ago regarding these same issues, claiming that they would strive to do better. UNBELIEVABLE. If they ever got a visit from the health dept I'm sure they would have multiple violations. Pollo is a large chain that can afford better training for staff, cleaner restaurants and better service. Just shameful

I've had to go twice to this location on separate occasions in the last month and it's been horrible. Not enough staff, the one's that are there are disinterested, ignore you when you try to get their attention, work at a snail pace, and don't know the meaning of working with a sense of urgency. I was in line so long that I downloaded their app, created a profile, added my credit card info, placed my order, and I still was not even half way through the line. Even though I placed my order like that, it took me almost 40min to get in and out of there. I've started experiencing a lot of Pollo Tropical's getting like this. If they don't shape up, it will be the cause of their demise.

My order online was changed( although my online receipt is correct). If they are out of any food, why is it accessible to order in the online menu? And why when I got there, an associate was trying to have me take something else... 2 mistakes in one order is too much...!

Yuca bites taste stale like they sat around all night. The chop-trop tasted not fresh & pieces were crunchie? Old hard rice I think? Never had a crunchie chop-trop ever... I've been to NMB location more than several times. Always get the same thing. I wouldn't recommend this place. Please sell fresh food! I feel grossed out, I can't finish the meal. I'd like a refund & maybe consider take this post down.

The absolute worst service I've ever seen in a pollo tropical. They refused to serve anyone inside so we ended up going to the drive through. The drive through teller was yelling at us because she couldn't understand what a chicken breast was.

One star is too much two years ago it would had been 5 star but now it’s not even worth one star, my lunch time starts at 11:30 am even been the first customer at the register to order you still waiting for about 25 - 30 minutes just to order, second another 25 minutes just to get your meal. If they don’t have cilantro sauce they don’t have ice for the drink in total the service is bad. But hey don’t take my word for it. Go and try it yourself and when you do and seen that I’m right. Please come back and give your honest experience. Thanks Vince Pagan

I was just at this location's drive thru today for 45 minutes before my order was taken.Only 1 person attending ,taking orders, serving, cashier and cooking. I did not turn around because I had 6 or 7 cars ahead of me and the same in the back.We have been clients of Pollo Tropical since it opened and had never seen this HORRIBLE service before. Where was the manager that did not pitch in to make the line go faster?

I went there today, waited on line in the drive thru for 20 minutes before being told "we are uh out of white rice, uh black beans, grilled chicken, oh yeah no pork." Then I had to wait another 20 minutes before I could leave because I was stuck in the line with cars ahead of and behind me. The customer service there used to be good but it's now virtually non-existent. The people who work there just don't care at all and I guess neither does corporate. If you are s restaurant out of all your staple foods, maybe you should have a sign or someone outside to inform customers instead of wasting their time.

This place is horrible. The food or is older or not good cook. When u order they delivery different think. In this picture I order yesterday on my lunch this. The flan never came. Was 4 milk. The guacamole never came. The price very elevated for the serve amount . And this isn’t the first time. I didn’t recommend this specific place . Also when I call they put in hold for long time

I hate this Pollo Tropical. They need to train their associates better. Cashiers are rude and don't even say hello. They also ALWAYS get my order wrong, and I have to give it back to them and make them fix it. Super annoying. I'm going somewhere else for food because I can't bother with the aggravation.