Pollo Tropical — Restaurant in Orlando

We had a Terrible experience which I totally hope it was a one time thing... We were a large party, my family members don't speak English so I was helping them ordering and translating.. the lady at the cashier was a sweetheart but this is how it went down... I got moved out of the way and made me wait to order because someone from drive through came in (mind you I had been ordering way for her and had a larger party. They had two registers but instead of using the second one.. they stop taking my orders and help someone else) It's called pollo tropical... which chicken is their main item in the menu.... NO CHICKEN available, couldn't order salad because they didn't have the avocado, Cuban sandwiches that also came with avocado (they are advertised that way) were prepared (no avocado) they didn't have lemonade, and so many other items on the menu.. We ended up ordering chicken soup... and I swear i can't make this up... they gave us forks because they didn't have spoons!!!!!! Are we serious here??? My food was delayed for almost 45 min because they didn't have crispy chicken either and had my order all messed up including my 7y/o son who saw everyone else eating while he starved because they didn't prepare his.food correctly and we had to wait once more... his mashed potatoes were cold of course when we got them. He wanted ketchup so I asked if I could get one... and you guessed it.... "We don't have any ketchup either" it was Monday evening.. so.. first day of the week and they didn't have anything... And before you think to yourself... what a Karen this woman is with her review.... I DO understand shortage of things we are living Nowadays; however, most places either put a sign outside so you are aware before coming in or you are told before ordering, not when you have made your mind on what you will be ordering.... Manager apologized to me about not having spoons but never once for anything else of the disaster our order ended up being. Staff was absolutely amazing and friendly but definitely as a company you need to do better because at the end of the day those people are the ones who have to feel embarrassed for your company when they aren't trained properly or don't have the tools they really need to...

Take your business elsewhere people!!! The food was trash, cold and nasty. 🤢

On July 8, 7:42 pm I placed an order using the app and had the restaurant at Vineland Avenue in Orlando completely mess up the order. We ordered the Family Meal Duo with yellow rice, 1 churros, 1 Pollo chicken soup bowl, 1 Large fried yuca and 1 cuatro leches.

First off the food was cold! The beans were like peas soup, it was so liquidy and the actual soup was missing the corn and other ingredients that were supposed to be in it. The yellow rice was tough and not yellow at all. The only thing remotely good was the chicken.

Next the restaurant tried to replace the churros (a dessert item) with yuca bites ( an appetizer) without even asking us first. My husband calls me and I told him that I didn't want the yuca bites because we already had some of those in our order so my husband who hadn't left the premises yet returned to give back the yuca bites (which they took) and asked for a refund but was told we had to request it online because we made the order online which is not true. The app is telling us to contact the store if we have issues with our order. So that churros item which was approx $3.19 that we paid for, we didn't get and we didn't get a refund either.

Fast forward, my husband arrives back at the hotel with the food and the 4 rolls that were to be included with the family meal were missing. So he calls the store and spoke to the manager who asked another employee; my husband overhears the employee saying that he didn't put any rolls in the bag; however the manager came back on the phone to say that he checked the bag and the rolls were in there. So basically implying that my husband was lying about not getting rolls. When my husband tried to insist that we didn't get the rolls and that he overheard what the employee said, the manager hung up the phone on him.

My husband then tried calling the general customer service line and got no answer but a voicemail telling us to leave a message.

First and last time ordering from Pollo Tropical and also deleting their app. If this is how the managers treat their customers then they've got...

I’ve been here three times in past few weeks. Usually there’s a nice sweet kid at the window to take my order every time and never had any issues with him. He always gives me extra sauces and he has awesome customer service. Tonight though… I’m extremely disgusted with the girl who gave me my food. She didn’t take my order but she gave me my food and the worst attitude possible. She failed to mention they were out of plastic bags so she decided it would be a smart idea to hand me my food in a paper bag basically with the plate flipped over. I asked her about it and she said we don’t have bags. I said okay fine, but you could’ve handed the plate to me right side up that way my food is spilling over. She ignored me and rolled her eyes and started taking someone else’s order. I asked for hot sauce she had an attitude. Forgot some of the other sauces I asked for too. I’m not gonna lie, and I’m not trying to justify my actions. But I did snap back at her and told her to fix her attitude. I never was rude to her in the first place, I just didn’t want food all over my car, which I had to pull over after leaving the drive thru because there was black beans spilling out of the container of my plate. A heads up would’ve been nice that you’re just throwing people’s food in paper bags. And if you’re gonna have a nasty attitude don’t work at the window. Matter of fact don’t bother coming to work, you are dealing with customers, be nice about it. Spoiled my entire mood for the night and I don’t think I’ll be visiting that location again, and if I do, I hope she’s not there. She needs a...