Pollo Tropical — Restaurant in Fort Lauderdale

We went here to pick up food on our way home. I want to start off by saying that I love Pollo Tropical and have been a loyal customer for many years. This was my first time at this location, and it was a very poor experience. We will never go back to this location, which is a shame since this is the closest location to our new home.

Firstly, when we put in the first tropichop bowl order, the drive through person seemingly was not listening. He repeated the order back to us completely incorrectly every time. When he asked us to repeat it, we could hear him laughing and having other side conversations—clearly not listening. Each time he read the order back to us it was wrong. We had to order the same bowl 4-5 times before he seemed to have gotten it right.

Once we confirmed the tropichop bowl was correct, he didn’t ask if we wanted anything else and just told us the order total and to drive up. But then we had to still put in the 2nd bowl, which also took another 3-4 tries of repeating the order.

When we asked for the sauces we wanted, they told us they don’t sell one of those sauces, even though it was being advertised as one of their newer offerings on their menu. We gave up and didn’t fight them on it, and just drove up to the window to pay.

When we went to pay, we asked to confirm the order, and it was STILL wrong. Thankfully, a woman helping out at the drive through was able to get our order verbally and bring out the correct food.

We asked for the sauces, and they said they were in the bag. When we checked later, there were no sauces.

All in all, a terrible drive thru experience. Go to a different location if you want your order to...

Worst location in the United States!!! Filthy dirty every square inch. Disgusting looking kitchen. Waited over 20min just to place my order, there were only a party of 3 in front of me. I could have went to the grocery store and bought a chicken and bag of rice and beans and went home and cooked and had my food faster. This place is a sick joke. Worst customer experience you could ever want. Rude staff lazy nasty manager. All around worst place to eat in Fort Lauderdale I DO NOT RECOMMEND EDIT So I have returned since I live 2 blocks away & love pollo & I have to say, there are 2 managers on staff at once. AND STILL this place has people waiting 25min for dine in. Trash ALL over the floor in lobby. Food waste scattered ALL over the prep station. 7 people visibly on staff and they are not able to keep pace nor keep ANY single part of the store cleanly as required. It's disgraceful. And the managers are defending the state of chaos to the complaining customers. Better Business Bureau next. Food safety violations out the yingyang. When I have free time I will contact customer service. The owner should be ashamed and embarrassed. I hope it improves quickly. This is not normal. (14min for a pork tropichop) (3people argued over poor service with management) *UPDATE 7/4/23 still filthy dirty, severely slow service and mediocre at best food. I do not...

For the first time I used the online for pollo tropical and it was very disappointing.I am still in the process of canceling my order and getting my refund. the instructions explain that once you place your order you go to the counter of the online line and let the worker know that you're here to pick up an online order. When I arrived I get it that they were busy, but the worker did not even try to acknowledge me. As a matter of fact I noticed that she deliberately avoided me. So I said something to the Cook and she pointed to the same lady who am I was trying to get her attention.. With that I tried to get her attention and she still ignored me. So then I saw a manager and asked her how do I get my refund. The manager told me that I have to go through online where I placed the order in order to get my refund. This is not my first time doing an online order, but I have never saw it before. I'll tell you this this is not a good idea for this location or any busy business establishments if they don't have a prime person just taking care of online. I've gone to other restaurants that do online and they have a separate line for you to pick up your food a separate location for you to pick up your food. I'm saddened because Pollo tropical was not on the top of my list as far as go to getting food, but this would be my last visit there.

Statins and very...