Pollo Tropical — Restaurant in Florida

This is my second time at this location first time it was fair I gave them a second chance. I will never come back to this location again staff is lost I ordered quarter chicken rice and beans they skipped over my order by 7 they took my receipt and then two minutes later another employee asked me what it was I waiting for finally made my order correct. Gentleman next to me specifically requested mashed potatoes in containers with gravy on the side as he ordered ribs employee argued with them and says that she's not giving him an attitude customer stated four times what he wanted and they still couldn't figure it out he looks at me and says I'm I wrong I said no sir I don't know what's wrong with their heads cut off I think they need to be reevaluated or not so many people work the front as everybody needs to have a specific job to do instead of running all over the place or hanging out front in dining area hanging out talking with patrons. Another customer stated rice was stale needed new rice staff looks like they were having too much fun but not working it's like a hangout. If you can't get a simple order right something is wrong either management needs to be replaced or all the employees need to be replaced need to have a general manager come in and look over the store as as I read all the reviews there more negative reviews than positive that's saying a lot one bad review or two bad reviews is common but when you have nothing but bad reviews something is wrong if they are eliminating employees and hiring new ones but still have the same problem then they need to look for higher up if you can't get a simple order right or a request then there's something seriously wrong have people from the grill not work out front people from drive-thru don't have them work out front don't have people that work up front work the drive-thru it's just people are running around approximately six or seven people hanging out talking customers requesting stuff and not getting anything and having to repeat themselves for five times as a simple request of separate my mashed potatoes and my gravy into containers away from my ribs simple request can't get that right remember the customer is always right just do it don't say nothing have a good day I will never come back to this location as I visit West Boca Raton everyday as I stated earlier this is my second time here within 2 months I did not write a review the first time because sometimes things happen but this time I am giving a review and it's a negative one I should give him more than three stars. I have yet to eat my food yet because I'm writing this review first that's how serious this subject is now as I my order number is 541 it's on January 27th 2018 at 4:50 Laura was the cashier employee number one 49923 a Caucasian older female I do believe that's the one that was given the order to separate everything then there was a Hispanic female that was given the instructions to separate everything and she is the one that gave the attitude to the patron that ordered the ribs and having the mashed potatoes and gravy separated eat my food I will write another review. My day are visitations 127 2018 at 4:50 p.m. the cashier that took my order was Laura employee number one 49923 the other order number is 511 741 that is the employee that was given instructions about separating the mashed potatoes and gravy I did not hear the specific orders from the customer when he ordered but he requested it when they gave him the box to take out and they couldn't get it right after numerous amount of times and there was a Hispanic female that gave him a hard time you need to correct this because more bad reviews and I don't think any one of these people that were in here today might not be coming back that went inside that's why I go inside places to make sure my order gets right and drive-thrus it happens...

My family and I really like this restaurant and it really hurts me to say this but hopefully it will be motivating to the restaurant owner and employees to begin making changes. To begin, a few times that I went to this Boca Raton location on state rd. 7 they didn’t add two sides to tropichops that I ordered (tomatoes and corn) if they had done it once it’s ok because I know sometimes forgetting can happen, however it happened more than a few. I went there and ordered a crispy classic chicken sandwich on another occasion and when I got home thank God I had tomatoes and lettuce in the fridge because they just didn’t feel like adding it that day I guess, since I was already home I did not feel like getting in the car and driving there again, really bothersome because I feel like I constantly run into the same type of issues at this place. (It’s pretty much the only one I go to because it’s closest to home.). The service there is always terrible unfortunately, we just always choose to rise above that and never say anything and just thank em’ with a smile on our face. One night we came in for dinner and I ordered a pork sandwich because they didn’t have the crispy chicken sandwiches which by the way I went there about 3 times and all times I was told they didn’t have any which was quite frustrating and the last time it happened the lady said sorry but we supposedly had stock of it and we didn’t so we have no prepared foods and we have like nothing... sounds like some poor management, anyhow I ordered a side of fries and the fries were half burnt and literally tasted like they’d been sitting on the counter for the whole day and just got warmed up, when I looked over my shoulder the people sitting behind us had come in afterwards and had a nice pile of fresh normal looking color fries and that just wasn’t cool, I didn’t get up and complain because we had sat down already to eat and it was late and the employees didn’t really have a customer pleasing face on so we let it slide. Anyway, I know that demand is high for places like this but you can’t lose your quality or you’ll lose your customers. If I had to recommend a pollo to someone ... I’m sorry but it wouldn’t be this one... try another location before you go here. To the owner and staff, I really hope that changes are made to the way you all do things...

I want to speak to a district manager, literally. My parents asked me to pick them up some Pollo. I hopped in the drive thru, big mistake but it was my mistake. Pulled in at 6 and there were two cars in front of me. I didn't give my order until 6:15 maybe 6:20, the gentleman and I could hardly understand one another because of the speaker. I pulled up to grab the food I'd ordered with hope because the person in front of me, with a similar total, got there food and drove off.

I waited for a few minutes before being asked to pull into a parking spot. I went in and there was a couple ordering food, nothing crazy. There was no one else waiting, there were a few people sitting to eat, including a family. I waited by the cashier because I decided to buy another side. I watched 6 or 7 people, including the cashier and drive thru cashier start preparing orders. I didn't think I'd wait another 30 minutes. Over the next 30 minutes, I watched people order, wait, and leave with quite a few people complaining that the order was wrong.

I finally got my order around 645 and it was all wrong. Every single chop I'd ordered was wrong in some way or form. It took them forever to fix it and it came back... Wrong. Several times. The drive thru cashier was so short with me, clearly frustrated by everything. They almost forgot my mom's side. I ended up leaving around 7 pm. It should not have taken that long. They didn't have the cilantro sauce, which is exactly why my mom chose Pollo over Chipotle. I'm not saying that's the deal breaker, I'm just saying from start to finish, it was mess up after mess up.

The photo attached shows how they keep the chicken in this plastic cart. The woman who placed the chicken on the grill did so with one gloved hand and one not. Another woman that was preparing food did not have her hair tied or back. It was all around DISGUSTING and I ran home to beg my mom to NEVER eat...