Pollo Tropical — Restaurant in Hollywood

I usually don’t write reviews, but this is by far the worst experience I’ve had, If I could give this review a zero I would. THIS IS THE WORST Pollo Tropical I HAVE EVER BEEN TO.I placed an order online for pick up in store at the Pollo Tropical location at 311 S. State Road 7 Hollywood, Fl 33023.When I arrived dine-in was closed and I saw a young lady leaving so I told her I have an online order that is ready for pickup. She asked me my name and said she would check for my order. After waiting she came back and told me there was no order under that name and I probably ordered over the closing time so I showed her my phone with the status of my order as ready for pickup and she said she was going to check again. I waited for about 7 minutes wondering why is she taking so long. When I looked to the side I saw the same young lady going through the back door and heading towards a car to leave.Immediately I started knocking on pollo tropical door to get someone attention. there was about four ladies in the kitchen and they saw me knocking and no one would answer. I contemplated going through the drive through but the line was so long so I went around to the other door and started knocking again and finally a young man who was cleaning saw me and open the door. I told him I had an online order ready for pickup and I have been waiting outside for someone to give me my order. He got the manager and I explained the whole situation about the young lady I spoke to.I finally got my Order after 20 minutes of my order being ready for pickup and it was very cold. I will not come back to this pollo tropical because the associates are rude and dismissive and the customer service is TERRIBLE.you need to retrain your associates on how to deal...

Extremely Disappointing and Dangerous Experience with Pollo – Plastic Found in Food

“I am deeply disappointed by my recent experience with Pollo. I purchased the cheesy yuca bites, only to find plastic inside the food. This is not just an inconvenience – it is a serious safety issue, especially when it involves a potential choking hazard for my 3-year-old child. My husband, an officer, and I, as a future doctor, know how detrimental this could have been to our family’s health.

Simply refunding my $5 is not enough. As a business, you should care about the food you serve, the safety of your customers, and take pride in your work. I am appalled by the lack of genuine concern or accountability from your team. Refunds are not a substitute for addressing a potentially dangerous situation. It’s about more than money – it’s about trust, safety, and integrity.

I will be seeking legal counsel and intend to bring this to public attention. With over 800,000 followers on Instagram, I will be sharing my experience, so others are aware of the potential risks in your establishment. I would have preferred to hear that you plan to take corrective actions, not just offer a refund.

In a world where the quality and safety of food are paramount, this experience has left me deeply concerned. I will not be returning to Pollo, and I urge others to reconsider as well. I now fear that my family may have unknowingly ingested plastic, and I may need to go to the hospital for an evaluation. This is beyond disappointing – it’s unacceptable. You’ve lost a customer, and I’ll be making sure others are aware of the lack of care and...

If I could give them zero stars I would, I’m very disappointed with this location, I order on Postmates because I cannot drive due to poor vision, I received my order and it was completely wrong, the order I placed was cheesy yucca bites, large tropichop, with steak,white rice, black beans, kernel corn and onion. Sauce I ordered was cilantro garlic and sliced jalapeño, And a Ceaser salad wrap, When it was delivered I open the bag, and inside there was no cheesy yuca bites, and there was a small tropic chop with what looked to be like three day old chicken and tomatoes with lettuce, and a soggy Cuban sandwich. when you order on the app you can customize it the way that you want which I did. I called to speak to somebody, and when I told them I ordered through Postmates and I told them that my order was completely incorrect, they told me that’s not our problem and hung up. I am very disappointed with this location, I always go to the one on Sheridan Street and like I said I can’t drive due to poor vision, and I wish that Sheridan Street location did post mates. I hope you guys don’t have the same problem I do. If they made fewer mistakes and were nicer to people they would have a lot more great reviews, but I do not see that happening. They should close this restaurant and find something more useful for it, because obviously these people don’t know what...