Pollo Tropical — Restaurant in North Miami

Ok, so to start I want to say this isnt Pollo Tropicals fault but this specific location. Normally Pollo is a 5 star fast food resturaunt for me but this location is the worst. If you go here by all means please never go inside. I recently went to this location and every time I have gone in to order I have had a horrible experience. The order was taken correctly and fast but after then on it was all wrong. First after waiting 15 minutes one worker takes my reciopt and goes "umm can you wait a bit please." I asked why and said iv been here a while can i know what im waiting on she just walked away. then 40 minutes later I was given the wrong order twice. I said this isnt me my number is 326 they insisted it was mine even though their recipt said 328. I looked in the bag and it isnt my food. I come back up with my recipt say this isnt mine. they read my recipt take the food and bring me back my drinks. once again they make a mistake. these are not my drinks. they finally come back with my drinks and i ask about my food. the woman takes my recipt reads it takes it with her and goews off to make my order. only starting it now an hour after i have placed my order. she coems back and is asking me questions about my order. it was so rediculous the guy next to me waiting said to her "Ma'am your holding his recipt just read the paper, we are all waiting for our food". then she comes back with my order. (Still wrong) I decicde to take it. I ordered 2 quessadilla wraps with rice and coke and waited an hour. This isnt a complex order. What I got: 4 drinks, 2 chicken breasts, 2 quesaddila wraps a side order of yellow rice and yuca bites. I dont even know what to think. The woman was litterally holding the recipt while making the order. i wont complain about a bunch of free food but its not what I ordered and she HAD THE RECIPT IN HER HAND.

long story short this location keeps getting my orders wrong and keeps taking forever. dont go here. drive to the one at 825 E 49th St, Hialeah, FL 33013 if you want good service go here if you want to wait.

Food tasted great so I guess atleast they have that going for them otherwise I'd give it 0 stars if I could.(If your lucky sometimes the drive through...

I waited a year to post this because I keep giving the business an opportunity to prove me wrong but it didn't. When you order online they don't have it ready on time or in a timely manner. I've ordered and give ample time and still things aren't even half ready when I get there. They don't bring the food outside if you have a curbside pick up you end up having to go inside. Every time I buy food there I end up having to cook the meats again when I get home because is red or uncooked including the crispy chicken sandwich. This place is close to me but I'm gonna have to go somewhere else because of poor customer service. Yesterday someone took my order on a tablet before the drive thru window then I went to the window to pay them I was told to wait in front of the store, I waited for 25 minutes and had to ask someone who works there and was going in to check on my order and still wasn't ready it was a sandwich and 2 soups. Oh and the soup was watery without flavor and I had to put the chicken in the air fryer because it was raw in the middle . I decided to make the review perhaps someone who's the owner or such can have this place whipped into shape. This is unnaceptable. People pay their hard earned money to support your establishment and is getting bad service. If you're the owner and you care enough fix the problem because I'm sure I'm not the only one with a complaint. Perhaps most people just don't take the time to write a review and just avoid going there...

Today, on March 27th, I had one of the worst customer service experiences I’ve ever encountered at Pollo Tropical. As a law enforcement officer, I frequently visit various Pollo Tropical locations, and I have always been given my well-deserved discount upon showing my badge, regardless of whether I am in uniform or not. However, this location not only refused to honor my discount but also provided an absolutely unacceptable level of service. The woman working the drive-thru window had an immediate and unprovoked attitude the moment I pulled up. Her tone was rude, dismissive, and completely unprofessional, making it clear that she had no regard for basic customer service etiquette. When I politely informed her about the discount that every other Pollo Tropical location honors without issue, she responded with blatant disrespect, refusing to acknowledge my badge or the policy. To make matters worse, the atmosphere at this location was absolutely disgusting—trash was overflowing, the exterior looked unkempt, and the overall environment felt unclean and unwelcoming. As someone who has dedicated their career to serving and protecting the community, it’s beyond frustrating to be treated with such hostility over something as simple as a discount that I am rightfully entitled to. The lack of professionalism, courtesy, and basic cleanliness at this location is completely unacceptable, and it needs to be addressed...