Pollo Tropical — Restaurant in Florida

"Daichelly" and "Dunaiski" were incredibly disrespectful and rude. Upon getting to the drive thru, Daichelly was very rude and kept rushing me to finish my order. She was also upset that I was asking for extra toppings for my Tropichops. When I got to the window, I kindly asked her to please add me another Tropichop, as I forgot one while I was being rushed to complete my order. Daichelly rudely responded that in no restaurant do they allow you to add something to the window. She then rolled her eyes and said "you know what? What do you want, ill do it". I then told her to make it the same as my other Tropichop to save a hassle. She AGAIN rolled her eyes at me and told me that she wasnt a "mindreader" and didnt know what I had ordered and to repeat it for me. I asked for a manager, and she kept shouting at me to just repeat the order so I dont have to talk to the manager. After going through a back and forth, the manager "Dunaiski" came to the window and did absolutely nothing to solve the problem. He ignored my complaints and kept asking me for my card to pay for the order. When I got home, the chicken and lettuce were not at all fresh, and all of my meals were missing cilantro sauce. Ridiculous and disrespectful service, and I will NOT be returning. This was my second chance to this location after bad service the last time I ate here and it's...

I made an order at 6.02pm the ready time was at 6.15pm i got to the store at 6.25pm between waiting on someone to ask me how may i help you? Was around 6.33pm one thing of my order wasn't even ready( bbq ribs) then i heard the Manager Juliet saying "this is the only rib okay"... so the lady that was helping me told me i had to wait for a new set of ribs even tho i made my order at 6.02pm i didnt want to wait around 10 to 15 min to wait for the ribs its not my fault someone made a mistake betweens the arguing i ask okay i want my money back they say they couldn't gave me the money back the only way was for me to get something less expensive and loose my money or get a nother side of a fried yuca even tho all of that didn't add the amount of money i payed. So i was force to wait to get my ribs and not lose my money. I left the store at 6.50pm so i had to wait 25 min to get my food and i did an order so i didnt have to wait. The costumer service is horrible oh also i heard another lady saying "dont even bother doing the ribs she doesn't want it" in front of me... HORRIBLE COSTUMER SERVICES... ill be calling the # for costumer services and going to give a verbal complain.... they made me wast my time and they were playing with me i have to explain my self to 3...

I just went to Pollo Tropical because I love their Cuban sandwiches, but today, I had a horrible experience. I ordered the Original Cuban Sandwich Combo with tostones and a Diet Coke. Instead of receiving my order, I received the Chicken Cuban Sandwich, which was good, but not what I ordered. Instead of a Diet Coke, I received a regular Coke, which I don't drink, and the tostones were so hard, you could use them as a weapon. This is very poor service!

6-17-2022 I went back on Friday. This place has really gone downhill. I ordered the Cuban sandwich and it had hardly any ham. Instead, they stuffed the sandwich with those horrible potato sticks to try to make up for the missing meat. They also raised all their prices.

I was wondering why the drive-thru was empty. Normally, the drive-thru used to be packed at that time of the day. Now, I know why! I will never go back to this place. I will try another Pollo Tropical location for next time, but I am done with this place!

3-13-2024. I went a couple of days ago and ordered a Cuban sandwich with a side of plantains. The top part of the bread was so hard you could have used it as a weapon. The plantains were good. I don't know why I ever...