Pollo Tropical — Restaurant in North Miami Beach

I wanted to give this a negative 5 star just off of service and stupidity. I visited this places at around 2pm the drive thru was packed the inside was jammed I still visited place because I was having a medical emergency my mom sugar had dropped i ran inside got in the line and noticed there was a police officer in line I walked up to him explains what's going and he gets me straight to the front of the line. The cashier takes my order and explain to her the situation and tells her I need that right now. She ok's me its coming and is now the top of the orders. She walks over and explains to the server this is a rush order skip those order and make this 1 its for a medical emergency order the server look at me tells me coming right up. I sat there 5 minutes while she continued to serve the lunch rush customers after seeing all this I asked the server can she just give me a dinner roll to go give my mother b4 the situation gets worst she replies yours is coming I asked again ma'am just give me the dinner roll she points at a lady standing in the corner. The manager starts to walk over and the cashier tells her the situation on her way over to me when got to me I explained I've ordered already and she knows what's going on and she's still making other orders the manager jumped into action and make it herself the whole time looking at the server like are you crazy this was a emergency. Im never a person to want to cause a person their job but I will be calling the corporate office and explaining to them this situation and demand she be fired on the count of there's plenty jobs out here in this world but we are only given 1 mother and her stupidity could have caused...

The people who cook the chicken are clueless. When cooked correctly they have a good product. But now they cook, and cook, and cook the chicken, until its dryed up and burned. Looks burned, tastes dryed up and bad. I orderdd a whole chicken tonight, dog food. Teach the disheashers you have cooking the chicken, dont overcook it. Dont burn it, dont dry it out. 165 degrees it is done by health regulations. Low and slow. Its then brown, and appetizing. Moist on ithe inside, nice and tender. When i asked for it not burnt one time, a WiseA.. employee at the reguster said " You want it RAW ?". My answer was NO STUPID I WANT IT COOKED THE WAY YOU SEE IT IN THE PICTURE NEXT TO YOU. The managers are a waste of time trying to educate. They never ate good rosted chicken themselves. Upper managment does not send in secret customers to report bad managers and employees, because they don't care. They chop up the chicken with meat cleavers, making small shards of bones. You will injure people like that. But until sued, you won't learn. Hire a real Chef to teach these dishwashers and french fry cooks how to cut, prepare and properly cook the chicken. If you really want more customer's and your...

I wish I could leave a great review on this Pollo Tropical location, however it's always a headache when ever I order from here. Everytime I've ordered online pickup it takes about 10 min to acknowledge I am waiting for a pick up order to then realize my order hasn't even been made. I would say turn around time for a pick up order is about 20 min (once you've arrived at the restaurant). You're better off coming into the store or placing an order via drive thru. I must emphasize on checking your order prior to leaving to ensure you have all of your food items. I even went back and forth with an employee about a crispy chicken sandwich having chips in it and had to point out on why their ad had potato chips in their sandwich and mines didn't. I've had times that employees working demanded their food to be made before mines. Overall the customer service is horrible. I understand the whole country is short staffed but sheesh that shouldn't mean that the employees in this location should drop the company's morale! I hope this location improves on their...