Pollo Tropical

"Cross-posting my review from Oct. 10. Here is what I sent through their online internal survey: Pollo Tropical in general is delicious and great (or at least it was before I moved away from Florida — this is my first visit back to a Pollo in over a decade). This location is hot trash. I usually only review places when I had a great experience because everyone has bad days, but I will not return to this location. I arrived at 11:15, so a little after opening. the door I tried to go in was inexplicably locked (I saw someone go out of it later so I know it is a valid and working door). So I tried another door. I wasn’t sure what I wanted, so I stood back for a few minutes while looking at the menu. When I was ready, I approached the cash register. One employee was facing the other way and another one was leaning up against the wall in the doorway (not visibly at the register), so I assumed she wasn’t the cashier. I was wrong evidently. When the employee facing away from me turned around, she told me that the employee in the doorway was the cashier. I said, “oh! Are you ready for me?” She opened her eyes really wide and sort of nodded. It felt like she was (without words because of course she didn’t speak) saying “yes, duh!” I placed my order, received it quickly and went to sit down, but nearly all the tables had visible crumbs or grease. To be honest, that doesn’t usually bother me because I understand things get busy throughout the day. But it was not busy. And with it being so close to opening, it gave me the idea that these tables were dirty from yesterday. Maybe that’s not true, but that’s what went though my head. Then I sat to eat. The rice was undercooked and crunchy. The food was good, though, other than the undercooked rice. I plan to try Pollo again, but not this location."

"We love Pollo Tropical but had never been to this location. This is by far my best pollo tropical experience to date. Food was great. Service was fast and staff were extremely friendly. We will be going out of our way to come back to this location!! (even if millenia traffic sucks)"

"Went to this location and ordered through the drive thru 7 cars ahead of me and 7 cars behind me. I spent around 33 dollars I ordered a family meal with rice, black beans, rolls, yuca bites sweet plantains, and Quatro leches. After driving away I noticed they did not give me the plantains, Quatro leches or the yuca bites " i understand if they forget 1 item but to forget 3 items on someones order?". I had to park to go back in for them to correct my order. I walked in and saw the manager in the eating area with one foot up on a chair talking to his buddy!!! Only 3 employees total working 1 at drive thru one making the food and one serving the food "they had no employee running the register". Oh and the manager who did not do a thing he looked at me and continued talking to his buddy WITH HIS FOOT UP ON THE CHAIR. Mind you I had to wait 5 minutes inside at the counter for anyone to even acknowledge me to see if i needed help.. After I got home we starting eating the food the chicken was very small and parts of the chicken breast where pink not fully cooked, the rice was super dried out and half the sweet plantains where way over cooked "super burnt" and the other half where undercooked. Very unacceptable, overall the food was terrible and the service and lack of staff was terrible. Will never go back to this location EVER."

"Oh Pollo... how you keep going down, down, and down in quality. My husband used to be an on going customer and got me interested when we were dating. We often went to this location primarily and ive watched the quality decrease in each visit. Very often they would run out of food towards the end of the night and refuse to cook anymore though there was a few hours left. We would go through the drive through and our order would be incorrect constantly. The staff is also usually grumpy and not interested. Pollo Tropical in general has lost us as customers since they got rid of the corn casserole but this store in particular is one that we wont ever return to. Too many terrible experiences which is sad because we used to really enjoyed it."