Pollo Tropical — Restaurant in Orlando

HAPPY ANNIVERSARY THIEVES...8/10/22 makes 1 year since you stole my money and refuse to refund what I was owed for missing food in my order. Money that your Customer service promised to send to me via a gift card. I wrote in my first review that I would send you an Anniversary note at 1 year....and I actually follow through on my word!

I find it sad that when I logged on to comment on this momentous occasion, I see that your location has many complaints about same issue. I realize times are still tough due to COVID and good staff is difficult to come by. But to STEAL money from customers when your staff makes mistakes is unforgivable. All I asked was to refund what I never received in my order, not all my money back. I can thankfully say you have not gotten a penny of my hard earned money since this occurred. Had you rectified the situation, I would have continued to be a patron.

From my previous post 6 months ago: "6 calls to customer service. Promised a gift card for the amount missing. Many calls/voice mail to the Corporate person that sent coupons instead of gift card. Several online complaints via the Website. Customer Service and Corporate DO NOT COMMUNICATE. Customer Service every time says they will rectify and understand the situation. Corporate does not follow through. 12/15/21: Customer Service contacted me on my Google review I sent an email to that address with all the information...NO RESPONSE! Sent a follow up email with no response. Can they be more obvious that they really do not care about their customers. They NEVER respond. They don't care about the customers."

Update to Manager 8/17: As you can see in the photo below, you reached out in my original post 8 months ago adding that email address for me to send all my info to. I did and still no response. **See my updates in the photo. You comment on these reviews to seem as if you care about the customers and are trying to make it better. But it is clear that it is all...

Last night one hour before closing iI went to drive thru, to get dinner for my kids after coming home from a long day. I ordered three individual dinners all with chicken breasts. When I checked the breasts were tiny, they didn't even look like breasts. They were the size of a WING or a VERY SMALL thigh, maybe they were from a young chicken not fully grown. So I complained about how I was spending $24 on this dinner for my kids and the breasts were so small (seriosly they were toddler size). I got one chicken breast exchanged & I think it was probaly about 2 centimeters bigger PLUS there was BARELY ANY RICE in all 3 platter containers, like maybe 4 spoonfuls. WOW!! THIS WAS A TERRIBLE EXPERIENCE!! The only reason I didn't ask for my money back was because it was too late to find another place where I could buy my kids something that resembled a home cooked meal versus fast food burgers. Even tbough I mentioned this was my kids' dinner there was no sympathy. I'm sure if it was the other way around they would also be highly upset. I was told they were closing soon and I said I had called and was told they would close in one hour. Okay I can understand at that time no more chicken would be cooked. But you know what would"ve been the RIGHT THING TO DO?? To put in a few extra pieces of breasts IN EACH DINNER PLATTER TO COMPENSATE YOUR PAYING CUSTOMER. I had to pay FULL PRICE for chicken breasts NOT FULLY GROWN. You care about collecting your money and not satisfying your customer. This was my first time going back in YEARS (only because the chineese restaraunts were closed) and it's DEFINITELY. MY LAST. Next time I'll go to WAWA WHOSE SANDWICHES ARE ALWAYS FRESH TASTING, DELICIOUS & THE INGREDIENTS YOU ASK FOR ARE VERY GENEROUS PLUS IT'S AFFIRDABLE & YOU ARE DEFINITELY LEFT FEELING...

They have messed up my order 4 times. All of the mistakes have been on Tropichop bowls. The First order they gave me was pork instead of grilled chicken. The second visit they got the same order wrong 3 times in a row. The first day, they got 2 orders of Tropichop bowls wrong. They decided to give us whatever they felt like giving us. Not even close to our orders. Everything was wrong. The rice, chicken, beans veggies all wrong. We come back the next day after complaining for the correct order. They agree and give us our order. We stop in the parking lot and check our order because at this point we don’t trust this location. Can you believe they had the nerve to give us the incorrect order again? So they redo the order. We glance at the order and drive off. Once we sit down at home to eat we see they messed up again. They gave one bowl with wrong rice and one bowl with wrong veggies. At this point, we decided to not go back ever again. If I could give 0 stars I would. By far the worst Pollo Tropical and customer service I ever have received. Did I mention the supervisor Larry helped us on the last 2 orders. The order they got wrong 3 times in a row began on January 17, 2019, around 8:30 pm and extended into the January 18th. They took our receipt so now we don’t have the order number to place here for customers to see. The entire staff should be relieved of their jobs. I honestly think they got our order wrong on purpose just to be vindictive. Pollo Tropical has great food but letting a branch of there food chain run like this damages the name severely to me. I will never return at that location...