Pollo Tropical — Restaurant in Coral Springs

I waited a while to write this review because I'd rather not say anything while angry, but I have to say that out of all my years coming to this location since I was a kid in the 90s, this was the worst experience I've had, all because of the rude night manager on February 8, 2024. The only saving grace was that the food was good in the end.

I tried to order a grilled chicken Cuban sandwich in the drive thru, and the guy taking my order simply took it down and ushered me off to the window. When I got my food, I saw that I had a regular Cuban, and I went inside to get it sorted. The manager came out, already on edge, as I explained that I wanted a grilled chicken Cuban and was ready to exchange and pay whatever difference in price. She rudely said that if I say Cuban, I'll get a Cuban, not a grilled chicken sandwich. Rude, but I decided to ignore her tone and try to be diplomatic and explain what I ordered.

After some back and forth, she finally says that the grilled chicken Cuban is no longer a menu item item. Well, OK, I had no idea, but I wasn't informed by the employee at the drive thru, and I'm not gonna throw a fit, I'll just order something else, I thought. I ordered a chicken sandwich, and while the manager takes my order, she brusquely states, and I quote, "You know this is your fault, right?" The absolute gall of her. After I already acknowledged my mistake and misunderstanding (and to be honest, the drive thru employee probably should have said something way earlier, but I'm not upset at him), and not even raising my voice or trying to cause a scene, she talked to me like I'm some fool and inconvenience. I almost lost it and told her not to say anything disrespectful like that to me again. She didn't apologize, but backed off, rang up a free grilled sandwich, and took my untouched Cuban.

Now here's the other problem: the chicken sandwich is cheaper than the Cuban and she didn't give me back any change. I had to ask another employee to get her, and when she returned, she was confused and thought I'd be OK with a cheaper free sandwich while she threw out my more expensive one. I had to clarify for her that, no, the sandwich wasn't free, I paid for a more expensive Cuban sandwich and was getting a cheaper grilled chicken instead, and she needed to refund me the difference.

At that point, she says she can't give me change, and I'm thinking, what kind of manager can't open the till and ring up a refund for an order done not even 10 minutes ago? She offered me an extra item to make up the difference. Just to put the point on how I'm not just some Karen trying to hustle free food, I decided to get a cookie, since that was the closest thing pricewise that would total my original order and not mess up the counts for the manager that night. The reality is, I just wanted my 3 bucks back. The whole experience made me regret going out to eat that night.

Owner, I'm not looking to ruin that manager's life, but please consider retraining her on basic etiquette and how to work the POS system.

To recap, I was insulted for not being knowledgeable about the menu, and was just about robbed by the night manager because she apparently doesn't know how to refund the difference between two items. I really hope things change...

Pollo Tropical is known everywhere for their horrible customer service. (Apparently you can't rate less.than 1star). I know this as I travel and eat at Pollo Tropical at least 4 times weekly and have been for over 5 years. But today, I experienced the worst customer service ever. I ordered online on my way home from work for convenience. I arrived at this Coral Springs location (there are 2) and stood at the counter waiting for someone to acknowledge I was there for 10 minutes. I finally stood at the cash register (there was no line) and when someone finally turned to me, I explained I was early for my online order. She looked at my phone, said you're order will be ready at 5:30 and turned around. So I waited until someone else approached and I stated I realized I was early but the Pollo Tropical I frequent most often would kindly fit the order in while I wait. She said not here.... and walked away. I waited another 25 minutes, which meant my order was now past the ready by time, when a new person handling the online orders placed an order on the counter. I quickly asked her about my order which was promised by 5:30. She walked away saying nothing and I waited another 6 minutes before she brought my order. I observe people getting frustrated to the point of voice raising all the time. I describe my Pollo Tropical visits as "dinner and a show" as there is always an angry customer in the store, which becomes quite entertaining. And seriously, it needs to be said, the customers have a valid reason to be angry. No one pays attention to you. When they give you your order, they walk away before you can ask for salsa. You wait forever for them to come back so you can get that salsa. 7 out of 10 drive through orders come inside because of wrong orders. I always check my order carefully as more often than not it is wrong. POLLO TROPICAL SOMETHING IS SERIOUSLY WRONG!!! We all enjoy your food even if we get the dry chicken for the day. We keep coming back for more. Don't you want to provide stellar....or any customer service?? I thought the Pollo Tropical I use was a 1star establishment until today! Tomorrow I will tell them they are 5 stars compared to the CORAL SPRINGS STORE AT 800 UNIVERSITY DR, CORAL SPRINGS, FL. Please make my day and respond to my review. Thank you

PS: This bears repeating: Google doesn't allow a less than 1star...

I have gone to Pollo Tropical at 800 University Drive in Coral Springs very often. Their manager, Sandra, is efficient, and always helpful. Recently, I met Jose as well. The last time I was there to order, I, inadvertently, left my credit card case om the counter, and did not realize it until two days later when I was looking for one of my cards at the bank. So, I backtracked myself, and remembered the last time it was used was at Pollo Tropical at 800 University Drive in Coral Springs, FL. I drove over right away (rather than telephone), and, when I asked for my card portfolio case, well, Jose had it as he had picked it up from the counter and put it away. He said he was looking for a name/telephone number, but he did not realize my business card was "me". I so appreciated his/their honesty. But, on top of that, I rarely go to any other Pollo Tropical because when I purchase boiled Yucca and/or black beans, I always request "dry" Yucca (without all the liquid it is boiled in), and/or "dry" black beans (without all the liquid since I prefer it dry rather than soupy"). I have had issues at other Pollo Tropical locations where, it seems, they, usually, do not understand my or ignore my request, and then, when I take it out of the bag to check if my request has been handled properly, more than likely, I get it "very wet and soupy", and we have to start all over again. Whenever Sandra is at the location, she knows and makes sure it is done properly since if it is not, I ask for her and she handles it with the server.

Thank you, Sandra and Jose. As I do not know Jose well, I can say he is also "mature" and customer oriented. And, so I choose to go to this Pollo Tropical since, for me, it is, generally, very "hassle free" and also friendly.

Thank you, again, Sandra and Jose. I hope your corporate office sees this review, and gives both of you a "bonus". You may Pollo Tropical a pleasant...