Pollo Tropical — Restaurant in Florida

I just sent the below email to corporate. If I could give it zero stars, I would...

Hello.. I wanted to express my concerns with customer service at your location in Miami, Fl off 162nd Ave./SW. 88th St.. First of all, let me tell you that I love your food and it is very healthy. However, every single time that we have visited this location there is an issue. Secondly, no one at this location speaks English. To the point that when your food is ready they call out your order number in Spanish. It just so happened that they were several English speaking individuals standing next to me waiting for their order that appeared very frustrated. I speak Spanish but I refuse to speak Spanish because this is America. Our entire order was wrong. I ordered brown rice and they gave me white rice. When I showed her my receipt and told her that it was brown rice, I got a dirty look from the employee. I also ordered a Caesar wrap with chicken bites and they gave me the wrap with grilled chicken. I ordered fried yucca, and they forgot them in my order. The ice maker in the soda machine was out of ice, my wife asked three times to have it filled while we were waiting for our order. They placed two buckets of ice on top of the counter and no one came to put the ice in the machine. A customer had to grab the bucket with his bare hands and put the ice in himself. NOT VERY HYGIENIC! That customer had been waiting half an hour, was very frustrated, because they had given his order to another customer.

It is such a shame that customer service is so terrible at this location. I will never return to this location and would sincerely hope that you all take a look into management and make major...

Customer service is horrible. I ordered through doordash, waited almost an hour for my food, they bring it to me wrong. It was $15 getting my money back on that app is difficult. They brought me rice and beans, w a tiny bit of lettuce and NO CHICKEN, no protein…I paid $15 for rice n beans… I had to drive myself to pollo after waiting an hour and ask them to correct my order. On top of everything, the girl at the window telling me with an attitude “that’s how the lettuce comes” as if she was tryna make a point and that the cook was going to re make it so they can put the chicken I did not appreciate her response nor attitude. She could’ve kindly offered to put more knowingly they were the ones who messed up my order and packed it wrong after waiting for so long on top of me having to drive a distance after paying someone to bring me the wrong order. When I received the food they had re-made there was 4 chicken strips in the tropi-chop. I was too hungry to even complain, I left. They did not offer me anything and treated me as if sh* free. They need to be more aware of reading orders and they need to work on having better customer service. They made my experience worse. The Tropi chop I received was nowhere near the $15 I had spent to have it made and delivered to me, and it was not worth the drive nor the gas waisted. They were very unprofessional and it wasn’t the first time I’ve had...

I am extremely disappointed in the service and quality at this location lately. I have lived in the area and frequented this location for years and over the last year the service has been drastically getting worse. The place seems to be overrun by teenagers. All they want to do is chat and mess around to the point that they are not even paying attention when taking orders or making food. I would like to know where their supervisors are or if it is just a teenaged run restaurant now. I have gotten the wrong meals or have been charged for the wrong things multiple times already. I can not stress this enough CHECK YOUR RECEIPTS! They have charged me before for things such as double chicken or a large instead of a small and not given it to me. The teenagers they have outside with tablets taking orders are rude and you can tell they don't want to be there. Good luck if you have a question or aren't a frequent guest and don't know the menu because they aren't going to help you very much. The girls at the register when you pay are so busy talking that they don't even listen to you when you ask them a question. It takes multiple times to get their attention. This location could really do with some adult supervision. We don't need to know about your dates or other activities when we are trying to get dinner for...