Pollo Tropical — Restaurant in Orlando

Not very impressed with the customer service after the fact. When we first put our order in Ashley was very warm and happy, made us feel very comfortable and welcomed to eat at Pollo. She treated us as if she knew us and gave very great customer service. I ordered a vegi tropichop with extra lettuce. When we were called the pick up our order, Ashley asked if everything looked okay, to which I replied “actually can I have a little more lettuce.” She jumped into action, said no worries, went to get the lettuce and the manager Sandra, turned it into a very unpleasant and awkward experience there after. She challenged Ashley in front of me and said in a low tone that I did not pay for extra lettuce. Ashley replied in a low tone that I did pay for it, turned around and gave me the lettuce and thanked me for my business and reassured me that if I need anything else to let her know. To be quite honest, Sandra had a very negative Ora about her and it seemed the only person that was happy and excited to be there was Ashley. I can’t believe a woman that is not very hospitable, can be the leader of a restaurant. It’s leaders like this that make the work place uncomfortable to be at and cause good people to leave the company. Not impressed with the way the manager handled that situation. You should never challenge an associate in front of a customer and you should never make a customer feel uncomfortable about asking for an extra 20 cents in lettuce. Originally this was going to be a 5 star review because of the cashier Ashley, but after the vibe that Sandra gave off, her negative facial expressions my whole visit, and the way she handled me asking for extra lettuce, this has now become a 1...

I have literally stopped eating at this place.I don't even order my food to be delivered anymore because they always mess something up and you can never call to complain the only thing that ever happens is it rings to some main hotline that rings and rings and rings until voicemail picks up and then you leave a message and no one ever calls you back. It's not just that one location but multiple locations, Alafaya,Fashion Square,436 and Curry Ford. You get ripped off with the portions, then when I ask for extra toppings on the side (on the side so my rice isn't soaked ob tomato or corn juice) there's always an issue with it, because of the paper cost I'm sure,yet they now pre-fill all the containers with the sauces whether you dine in or take out and they're always a quarter of the way full never even halfway full and they're stingy with how many they give. Ask for 5 get 3 and an attitude when you ask for more,every time. Never fails. The coke is almost always flat,no matter the location. Never mind the time I found a piece of the grill brush in my chicken tropichop or the time that I went to an ATM beforehand and paid for my food with a 20 but was given change like I paid with a 10 with the wrong change in coins given to me as well; The woman argued with me about it like I didn't know what the hell I was talking about, even proceeded to have the manager count down her drawer just for everything to supposedly come back squared away,when it shouldn't have just based on the coins in my hand and what the receipt read. I've worked in fast food, I've known people to skim registers. All around this business is just...

Ordered at the drive through. Girl taking orders was super friendly. They didn't have bread for a sandwich I ordered but offered to make it a wrap, which was fine. There was a small wait for one of my items so I pulled around and waited. A few minutes later my order came out but not my sides. So I go in, tell the girl at the counter, she tells me to stand off to the side and someone would help me. She finished taking an order and said she'd go get someone. Another girl came over and I showed her my receipt, told her I didn't get my sides. She inexplicably tells the drive thru girl that I didn't get my sides and goes back to making other people's orders. So I stand there for about 8 minutes or so while two more orders are made and given out. The manager on duty is working on something, clearly sees me standing there. After several more minutes another customer remarks that I've been standing here forever after he gets his order. Finally the polite girl at the drive thru finishes taking all the drive thru orders and notices that I still havent been helped and gets me my sides. I'm not one to write reviews but a drive thru visit should not take nearly half an hour, nor should my incomplete order be finished before two in-store guests and a couple other drive...