Pollo Tropical — Restaurant in Miami Gardens

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...

Just went to Pollo around 5:30pm today and was lied to by the Cashier Michelle and Manager Alex after asking for Cesar salad dressing. They tried to persuade me to believe if I did not order a cesar salad with my meal I cannot request cesar salad dressing, if I want cesar dressing I would have to pay for a cesar salad. Since when? I worked at Pollo and never heard of that rule nor was informed by Corporate to enforce a rule as such at my store, but I will be glad to reach out to corporate and see what they have to say about it. I had four meals for my order and the Manager Alex really tried to argue with me at the window over salad dressing when I am a paying customer and previous employee of Pollo Tropical. Maybe you can get away with that with customers who don't know any better, but not I. Poor Michelle, just reiterating what her LYING Manager told her. The Manager Alex then proceeds to ask "how many do you need"? I respond, "three". Manager Alex, responds "I can give you two".... Um... Alex, If you're not going to give me what I need or request, why ask?

I will be contacting Corporate, Alex. It was a pleasure to meet you. Please do not lie to any paying customers in the future. You never know who you may...

First had to wait 15 minutes just to order . I came here just for the tropiTuesday both Team member and mangers had no idea what I was talking about. I went to my phone to get my QR code so they can scan it instead of the cashier helping me he gets the manager who refuses to help me at all. She takes my order and walks away with an attitude. As I get my order and leave she speak in Spanish still having the same attitude. I get all the way home just to my surprise that my food is wrong. I drive all the way back to get my food made correctly just for her to tell me that I did not order that I am wrong and that she didn’t want to fix it. After about five minutes of her staring at me she eventually ask me do I want a refund . I replied no I would like my food she continues to say that I did not order what she made . Instead of just helping me . Eventually got what was missing from my order but was such a hassle . I actually love Pollo as the restaurant but this is by far my worst experience ever at a Pollo Tropical will not be coming back. PS the manager Michelle need a real attitude adjustment and Customer...