Pollo Tropical — Restaurant in Florida City

This is my first time trying Pollo Tropical. We were staying at a nearby hotel and saw the shrimp ceviche advertised. I ordered online and my husband went to pick up order at specified time and it wasn't there on shelf. He asked at the counter if they got our mobile order. Staff looked at each other like they did not know about it. They forgot to check that they have a mobile order for us. Hubby had to wait another 30minutes for the food. When he got back to our room there were items missing and they got my order wrong. I ordered the duo chicken and pork but there was only chicken in the box. The shrimp ceviche bowl had only one shrimp on it too!!! (Forgot to take picture) I said I'm taking this back. I want the rest of the items we ordered. We went back to the restaurant. The guy at the counter gave us extra shrimp and the shrimp ceviche ala carte, plantains and yellow rice that were missing. My mistake was I didn't check the kids meal. When we got back to the hotel and opened the bag for my son there were no chicken strips and cookie!!! They messed the whole thing up. I was so hungry I said we'll just share my chicken and not go back anymore. The only reason I gave 3 stars is because the food was good. Everything we got was delicious (our first time trying this food chain). The service was just awful. I think they need to retrain the employees how to prepare the orders and read...

Full disclaimer: I work for DoorDash, the food was not for me.

I walked in and had to wave someone down, there were 6 employees, and they do not greet anyone. I was told the first time itd just being a second they were finishing cooking the boneless. Totally acceptable, Friday night, I get it. The second time I asked the amount of time so I could alert my customer, she said 15 minutes. That’s a big difference, but still okay, chicken takes a while I get it. So I sat down. Every single customer that walked in was ignored, no one would even turn around to say they’d be with them. There was two young girls talking to each other most of the time, playing, along with flirting with the cook. One of the young girls had a wig so long when she would turn and flip it around it was quite literately touching the food on the prep line. I worked in fast food for years, I would never let those three work together without supervision. When I asked after 15 minutes if it was almost ready, one of the young girls said “oh.” And handed me the food that had been sitting on the counter. When I said “are you kidding me?” She said “well I just got up here so”. The way to kitchen is set up, I really don’t know how whoever sat it there did not assume to give it to one of the 4 customers they were keeping...

I had never been to Polo Tropical before, but was staying in a hotel nearby and decided I would try it. When I went into the lobby there was a line of people who appeared to be waiting to order. Then one of them told me you had to order on the app, so I started to open the website and put in my order. A women then came out and started yelling that the lobby was closed. I asked her if we could order on the app and then wait for it, she said yes. Before I could complete my order a man came from the back room and started yelling at everyone that the lobby is closed and to get out, I told him the other woman had just told us we could order on the app and he said yes, but that will take like 15 minutes so get out. Like I said I had never been to Polo Tropical and now I guess I never will. Didn't seem like the Wendy's restaurant next door minded all the business they were pushing their way though. Customer service goes along way. My first impression will also be my last one.

Also, the front doors were not locked and there was no signage on the door stating the lobby was closed. It appeared to me that they were not staffed well enough to handle the drive-thru and the lobby so a...