Pollo Tropical — Restaurant in Hollywood

I frequently attempt to buy food from here during my lunch break because the restaurant is right down the street from where I work. As many others can probably relate, the time I have to buy and eat food on my lunch break is limited. That being said, this is not the ideal place to go and eat if you are in a hurry. When you first walk in the door, you are greeted by about 40 people waiting in line to place their order. That's not a big deal because the cashier usually gets through the line fairly quickly, they are, after all just pressing buttons and collecting your money. The long wait comes in once you have your receipt in hand and you are waiting for them to make your order. It takes them forever to prepare my food so I can get the heck out of there and enjoy what little time I have left of my lunch break. I do understand that it is their lunch rush, and 40 other people are coming in the door doing exactly the same thing I'm doing, but wouldn't that warrant the management possibly scheduling extra people during this busy time? Anyway, I haven't actually timed my experience here yet, so I don't know exactly how long the extremely long wait time is, but I will say that the quality of the food is okay once you finally have your order. That is the only reason I continue to come back here. One thing I have learned about this place is you need to see who is working once you walk in, and that usually determines how long your wait will be. Look up at the monitors hanging from the ceiling over the food prep areas. The orders have a black background behind the text when they are first put in at the register. Once the system determines that the wait for that particular order has been too long, the black background turns red. If you walk in the door and see 20 people with frustrated expressions on their faces looking at their receipts while waiting for their food, and the order monitors have a red background behind every single order being displayed, it will most likely be a long time before you actually get your food. I would actually recommend walking back outside and driving your car around the building and going through the drive through. The wait time seems to be a little less when ordering from there, that is, once you finally get someone to acknowledge you at...

Repeatedly horrible service. Thought I would give them one more chance, but never again after this time. I had ordered online with the app because they always take forever at this location to complete orders I thought this would be a good option to order ahead and pick it up when ready. I was notified my order was ready for pick up after the allotted time; however, when I arrived there was nothing on the pickup shelf and I had to wait in line to ask about my order. I was the first person in line and many people lined up behind me. The staff completely ignored all of us for 10-20 minutes as they were putting together the orders for people who had already ordered in store before I got there. Once they finally acknowledged our existence the girl behind the counter told me my order should have been ready but they forgot one item and quickly walked away before I could really understand what was going on. The other girl filling the orders was putting together a bunch of other items before I finally had to ask what was going on with my pick up order. I was given attitude by several employees until they finally completed the last item for my takeout order and then quickly tied my bag together and handed it to me. I wanted to check to make sure that everything was in the bag, but it was covered in grease, and when I asked for a napkin the girl behind the counter said with an attitude "what's wrong now?!". That was the most ridiculous pickup order ever. Took 40-60 mins to pick up my order, and the other items were already cold. Only the freshly made item was actually warm. Get your staff trained properly on how to be polite and courteous to customers and how to manage orders and actually making the food. I worked in fast food and this kind of stuff would never fly with my managers. I used to love Pollo Tropical, but it has definitely declined in service and I will never go to this...

I was sitting in line Danielle was taking orders in the hot sun and I had curbside pick up but they weren’t able to do curbside for some reason today they are definitely understaffed And busy. You can’t physically walk in to this restaurant and pick up your food you have to get in to the drive-through. When Danielle walked up to me she asked for my order I told her I placed the order and gave her my name she came back out right away with my order so I didn’t have to wait in the line and then went back to the hot sun in the long line taking everybody else’s order kudos to her. When I walked in there was a bunch of orders sitting on the counter I could not grab mine from what the staff told me I politely walked out and I think if you do curbside or pick up you should be able to walk in and grab your order off the table by showing a screenshot of your order number it’s that simple and they had the staff in there at the time to do that however they told me to walk back out and get in the drive-through didn’t make much sense to me. There was absolutely no sign on the door that said that and there were so many other people walking in trying to get their food that said it was ready. The food is always good I’m not complaining but they should definitely give notice to their customers they have an application and email platform to notify customers and this establishment should utilize those platforms that they created to make it easier for their...