Pollo Tropical Customer Service Issues

This morning, I dined at Pollo Tropical located at [redacted] Sheridan Street in Hollywood, Florida, where I am a regular customer. I placed my lunch order but experienced an excessive wait time. After 15 minutes, I approached the manager to inquire about my meal. I was informed that the Pollo Bites take six minutes to cook. I expressed my frustration about not being informed earlier, and the manager offered a refund, to which I declined. The manager did not apologize for the inconvenience. Additionally, the staff member compiling orders appeared unfriendly and did not engage with customers. Moreover, the restaurant's door was locked when I arrived at 10:55 AM, even though the scheduled opening time is 10:30 AM. Overall, I felt that the service I received was unprofessional, lacking in communication, and unsatisfactory. I have decided not to return to Pollo Tropical after this experience. Best, S. P.

I have received the wrong order consistently on three recent visits to the restaurant. Despite requesting half white meat with rice and beans, on two occasions, my order arrived with no beans and without the preferred white meat. Additionally, during another visit, the order contained all dark meat when I specifically only ask for white meat. The inconsistency in my orders has been frustrating, and I believe there is a need for better communication among the staff. I do enjoy the food, but the repeated errors have made me hesitant to return. I believe it is important for the staff, especially if they are primarily Latin, to be proficient in English when interacting with guests, to ensure orders are correct. My husband, who is also Latin, is mindful of such situations. I do not seek compensation but wanted to provide feedback on the issues impacting my dining experience.

I had an unpleasant experience at one of your restaurants. I arrived at 9:01, just after opening, but was rudely told they were closed. Despite seeing me waiting in line, they refused to take my order. This is not the first time this has happened at this location. I will share negative feedback on all my social media platforms about the poor customer service at Coconopoin's Pollo Tropical. It's a shame that despite serving delicious Cuban food, the staff lacks basic manners. As an Uber driver, I have recommended this place to many, even tourists, but I won't anymore. Improvements are needed to maintain the reputation of Cuban and Latin businesses in the community. Thank you. - Abdul M.

I placed an order at Pollo Tropical through DoorDash but did not receive the guava cheesecake and 3-quesadilla wrap. When I went to pick up my order, the staff was unprofessional. One employee was not wearing an apron or a mask, sneezed while preparing my food, and was rude when I raised my concerns. The supposed manager was dismissive and refused to refund me, directing me to DoorDash instead. The overall service and hygiene were poor, leaving me extremely dissatisfied. I will not be returning to this location due to the lack of customer service. The incident has affected my confidence in their food quality. It is evident that the staff needs better training and management.

As a DoorDash driver, I frequently visit different Pollo Tropical locations and each time I encounter disorganized staff, including managers not ensuring correct orders, leading to long lines due to chaos rather than business volume. Today, I arrived ten minutes early for a scheduled catering pickup at 11:00, only to discover two other delivery drivers waiting for orders they hadn't received. My scheduled order hadn't even been started. This experience was the final straw. Throughout my wait, I observed lazy employees standing around without any regard for customers who have spent significant amounts on their food. I am appalled by the lack of professionalism and organization I witnessed at this restaurant chain today.

Every time I visit the store on Northwest 36th Street and 72nd Avenue in Miami, there seems to be an issue. Today, at 5 pm, the front door was already closed, despite the store's operational hours until 8 pm. After standing outside in the sun for about 10 minutes, someone finally opened the door. When I inquired about the early closure to the manager, she mentioned they were short-staffed. I ordered chicken with white rice and black beans, and when I tried to pay with my card containing a chip, the cashier repeatedly attempted to process it as credit, which led to a decline. Despite my request to stop, she persisted. When I raised my concerns, she threatened to call the authorities. I'm sharing my contact information in case it's needed for further follow-up.

I visited Pollo located at [redacted] N. Congress last Thursday at 5:30 pm. My order included a family whole chicken with two sides and a family pork Ala Carte. However, upon returning home, I found that I received the family whole chicken with two large black beans, three smaller portions of black beans, and one large rice, but the family pork was missing. I paid $10.36 for the meal but did not receive the pork dish. The service seemed rushed, and this mistake left us dissatisfied. We now have an excess of black beans and are missing the pork dish. I hope to hear from you soon with a resolution. Regards, Stan G.

On April 29, [redacted], at 6:40 pm, I experienced poor service from a manager named Maria at the West Palm Beach location, [redacted] South Dixie Highway, zip code [redacted]. Maria's standoffish and argumentative attitude was evident throughout my visit, starting with her dismissive response when I showed her the BOGO deal on the Pollo app. Despite the malfunctioning card reader, Maria was unhelpful and unapologetic. She seemed unaware of the ongoing promotion and blamed me for not providing a coupon, even though I had shown her the offer on the app. When I requested to speak to another manager, Maria revealed she was the manager on duty. Thankfully, the second manager, an African American female, handled the situation professionally and resolved the issue promptly. Maria's lack of awareness, unprofessional behavior, and sarcastic tone left me disappointed, especially considering my long-standing patronage at this establishment.