Pollo Tropical

My niece was craving rice and beans so we brought her here, she was super happy with her meal

Where do I begin? I'll start with the fact that me and my family love Pollo tropical's food. So much that we have chosen to mostly ignore the multitude of mistakes made by this location over the last three years. We have been keeping track for the past 2 years or so, and a few weeks ago, miraculously received a complete and accurate order for the first time since keeping track. It's always something, no cilantro sauce, no chimichurri (why they still have chimichurri on the menu is a mystery, haven't seen it in and order for over a year now) no tomato.... Forgot the beans, left out the drink. My wife started ordering her tropichop "all the way" because it just seemed simpler to have them just throw it all on there. But nope, always some sort of issue. Today was no exception when they didn't give my wife her black beans or tomatoes, and they completely forgot my child's kids meal. So a 15 minute drive ... Again to get an order corrected. This time I actually wanted to speak to the manager, to see if maybe they would compensate for the fact that I just had to waste my time and gas to return to the store. The solution...make the missing food or get a refund with no food given. Wow. Could have refunded the kids meal and given it to me, could have offered a slice of pie, or an extra cookie. Nope. No customer service skills whatsoever. Not even an apology from the manager (thank you to the cashier who apologized right as I left). I left with the kids meal and black beans, but I wasn't willing to wait for them to take their time in the back to slice tomatoes. Got home and they still forgot the kids drink. Can't make this stuff up. I'm not expecting any sort of response because online complaints in the past have never resulted in any sort of contact or attempt to resolve these issues. While the problem is not unique to this location, it is by far the worst here. The level of "I don't give a crap" from the employees and management is incredible. So if you visit this location be prepared to be disappointed in one way or another, you have a 99 out of 100 chance of them screwing up.

Food and prices are good. I order pick-up occasionally and the order is ready on time occasionally as well. Usually I’m ignored for a while but the staff is not unfriendly. One star is often an amateur rating but I think the cockroach scurrying about in front of the counter warrants the one star.

I bet my life savings none of their employees made it past 1st grade. Worst experience I’ve ever had at a restaurant. I would rather sell my eyelids than go to this pollo ever again.

Great food the best trop chop is the cilantro avocado

This used to be a great location. The drive through service is horrible. Sit at the speaker place the order multiple times, guessing the person taking orders was trying to multitask. Get to the window no greeting, missing receipt, no condiments that were requested. Might’ve been a change in management recently but this won’t be my go to pollo anymore.