Pollo Tropical — Restaurant in Fort Lauderdale

I know customer service is a difficult industry because it is impossible to please everyone. I know there are company policies to which one has to adhere. However, at no appointed time is it ok to be extremely argumentative and rude to a client/customer. As a nursing student and working mom, I often times stop at Polo to get food for my daughter. Last night I bought 3 plates of food after studying long hours and being tired. The plates were filled with rice but meat on top appeared to have gone through a food processor. I asked the young lady if I could get more meat because the plate is filled with rice but no protein( I sincerely counted 6 pieces of meat and I ordered 3 choppy chop.lol). The young lady was very pleasant and took it back. The manager approached the window and on top of her lungs proceeded to tell me there is nothing more for free. All day people keep asking for more meat..if I want more meat I should have purchased a large, there is nothing for free there... and the list continued. Free?? How so, when I provided my credit card for payment. Yet you wanted to give me a whole plate of rice with chicken crumbs! It was the tone and the body language that was so appalling to me. I tried to speak but was cut off multiple times so I politely asked for a refund. Thanks to Mary. I will not be returning to this location or any other for that matter. The service I received on 4/27/2022 around 9:40pm will go down in history as the last time I spend my money here and be belittled at the same time. Service sells! If you do not have the capacity to deal with people and maintain a certain level of decorum. Then the service industry is not one you should be apart of. I took my money back and hightailed it to Chick-Fill-A where the service was superb. They messed up my order but the service was divine so the order didn't even matter...

It is rare that I give bad experiences, but this one was the absolute worst experience I have ever had. I made an online order for this establishment because it's more convenient than waiting in the long lines for more than an hour on my break. So I ordered a good amount of food and when I got to the restaurant the food was ready, but something told me to check my bags. When I peered inside the bag my kids meal was missing its side and drink as well as the cookie. In its place was a piece of grilled chicken in a clear plastic container.I kept calm because I know mistakes can be made. So the manager gave me strawberry lemonade since they did not have apple juice, and gave me the fries for the kids meal- didn't get the cookie though. I also would like to point out that the extra crispy chicken I ordered for my tropichop they gave it to me in a container you serve the beans in. Why not put it in my tropichop?Anyways I went on my way after that, but when I got back to work to share out all the food. There was a long piece of hair in one of the tropi chops, and the tostones I ordered for my child was as hard as a rock and it tasted like card board. So I decided to return all but one order because the person had already started eating it. I mean we were starving but, I saw that hair and didn't want the food anymore. So I went to the store to get a refund and the manager tells me no because I made the order online. So, I need to know where do I retrieve my refund? Because I do not see a way to get it online and coporate isn't answering there phones it just goes straight to voicemail. Please assist me!

P.S. there are many more things that I want to say but it might turn into a book.

Update I received my refund which I...

I have to say this place has gone down hill over the years. My family and I frequented this location on a regular basis when we didnt feel like cooking but due to the quality of food and horrendous customer service, we dont anymore. Against my better judgement I decided to give them a try last night and ordered a salad. For some reason it took forever to get my food and order but it wasnt a long line like usual. But then when I ordered my food, I was asked by different people what my order was and then they still got my order wrong. I asked for no cheese or tortilla strips but was presented with it still. Once I brought it to their attention, I had to reiterate over and over what I ordered and even after redoing the salad with a less than enthusiastic attitude. They still brought me a salad with what I did not ask for. Then after I said for the 5th time no tortilla chips they looked at me confused and did not attempt to offer an apology nor to fix the salad. I mean, what if I was allergic to these items I did not want on my salad. It was to the point were I just said I would leave as it seemed as though they didnt care that my salad was wrong. I would never visit this place again. I dont see how they've stayed in this location for so long. Its not the first, second or third time I've had a bad experience from this location. But I guess when you have people that are complacent with the less then mediocre service as pollo, then as a business you would be around for a while. The only reason why I gave this review a 2 is because though the tortillas was still on my salad, it was a good salad with the chicken involved. But I've...