Pollo Tropical

I like the food but I hate the fact that after driving an hour up and an hour back home there's always something missing from the bag. This happens every time we go out of our way to drive to this restaurant but I put up with it because my husband likes the food. Today when I got home I realized they had completely forgotten to put my lunch in the bag so I had nothing to eat when I got home! It's very frustrating! To top that off they had no unsweet tea. I'm diabetic and can only drink unsweet so that also is aggravating. When I called the restaurant to talk to someone I was put on hold and then disconnected. This restaurant needs an overhaul!

What you pay for is what you get. I’ve wanted to try this place out for a long time, but was very disappointed with the food. The quesadilla was overloaded with cheese and soggy. My guess is cheese is cheaper than chicken. The grilled chicken and yuca fries were too dry and Burnt in some sections. Restaurant was clean and service pretty quick. I signed up for their points, but it didn’t register the whole order when I scanned the card. I got 1 point rather than the dollar per point (which is already super devalued).

Ordered take out from inside the restaurant last night, 4/21/24. I've been at that location twice before and there was always something a little off. But last night, first it took forever to order. It's okay to be pleasant and friendly but the menu is way too complex to converse in between. There was one woman in front of me. That took long. Then I ordered. After that a woman came in after me and ordered and then about 5 guys who were all together. I feel that this location simply does not have enough help. There should be two people at the counter during peak times and two preparing those orders from inside. There was one woman who seemingly was the only one preparing the orders for the inside. This is nothing against her. After she prepared the orders, she then had to bring the bag to the counter and say the number for the order. Doesn't check the slip because she doesn't have time to check so whoever says it's there's gets it. The woman in front of me, after receiving two bags, seemed to be waiting for something more and then the woman "doing everything" says "289" which was my number. The other woman takes the bag and is still standing there. So I assume she needs something more. But she ultimately walked out with my order. I tried to tell the woman doing everything but there was a language barrier I believe. The woman in front of me now has three bags and then drives away. I get skipped and it's becoming obvious what just happened. No one seemed too concerned about it. I finally spoke up and said I think the woman who just left took my order. Everyone waiting noticed it too. Still nothing. So then I called the manager over to tell him and he prepared the order. Didn't apologize for the mix up or the time spent. The food was good. The price was right. But this is a management, quality control and staffing issue, I believe.

The place has gone down hill a bit. I think they are short handed which I completely understand. I placed an online order which was way past due for pick up again I understand being short staffed, but my order was not completely correct. The family pork portion was not the family size and was mostly onions vs pork. They did not provide the rolls or sauces I had requested and this is not the first time we had this issue. I had to rush so I quickly checked my order and at glance seemed okay. I was wrong. I just say double check the orders before you give them to the customer if possible. Otherwise nice staff workingtm there.

Amazing experience here with Shawn friendly customer service and fast.