Pollo Tropical — Restaurant in Palm Beach Gardens

I read some of the reviews and notice some of the people had bad experiences. I can't say I had at location #10048 Mr. Paul 🎉

As I walk through the doors of your establishment at the lake park location. I saw a man coming out his arms were filled with bags up to his chest I held the door open as he said thank you. I proceed to the register to order and the same gentle man not even a second pass that walk through the door with all that food said how many I help you with a big greeting smile. It was Mr Paul I didn't see his name tag at first when I open the door because it was covered by all the bags of food but he smiled so pleasantly as he ask me how can he help I Have cancer he does not know that I normally cook at home but was coming from treatment and felt so sick I couldn't cook for my family the treatment gave me neuropathy in my hands and feet took my nails he also does not knew that. But as I stated ordering. It also was my 1st time ordering the family meal and he helped me so pleasant with patience 😊 I asked him to write his name on my receipt so I could remember him. To whom every reading this review I hope it's not just a computer I don't think donuts or saying good job to Mr. Paul is enough everyone needs money 💰 🤑 a raise should be given it would be nice because Mrs.Paul was outstanding in smiling customer service explaining communicating helping the full package and I know he's are hard worker as I said he was taking the food outside also . I always say a pray for the world and for people I don't know but I have an extra name to ask God to bless Mr. Paul in everything he do and extend it to his family 🙏🏾🙏🏾🙏🏾. People are always quick to share the bad but the good gets over looked this was a huge GOOD by Mr Paul Let Mr. Paul know this is from the young lady with CANCER 🩷🩷🩷🩷 I was having a rough week and a tough evening and you were such a blessing to me and my family with his amazing personality I had to share THANK YOU Mr. Paul I appreciate you and your service. Five starts is not enough to give you...

When did customer service become obsolete with this company? I have been to several locations lately this one was just the most recent and most lacking. After waiting a really long time in the drive thru to place my order (which I didn't mind the wait as I wasn't in a hurry) I placed my order and specifically ordered 4 garlic cilantro sauces. I was given my total and told to pull forward. When I got to the window I noticed everything I ordered wasn't on the receipt but it was no longer important as the girl working the drive thru was rude and short. So I got my food and pulled to park to check the bag only to find the sauce wasn't in the bag. I went inside and figured I would get the sauce and the other things I ordered but wasn't on my receipt. The girl at the register told me there wasn't any cilantro. I said why didn't the girl in the drive thru tell me that when I ordered? I wouldn't have went through with my ordered if that was the case. So I said I will just go get my food from the car and get a refund. When I came back inside the cashier told the girl at the drive thru the situation and she made a big deal talking in a language I do not know and suddenly the cilantro appeared. Why lie? Why is it nearly impossible to sauce these days? Is there a shortage? Or is it because the employees are too lazy to prepackage it due to covid guidelines? As this is when sauce became an issue. I have enjoyed eating here for many years and honestly it doesn't take much to make me happy. I don't even need a thank you have a nice day (which you would never get from here these days). I am not a "Karen". I am not rude to the employees but I will NEVER be back to ANY location. I am not going to pay to get treated like garbage. I don't like it...

Normally, we LOVE this place and get food there’s 1-2 times a WEEK. But had an AWFUL experience today. After sitting and sitting at drive thru for my order to be taken, I called out several times and when no one responded, I proceeded to the window. Poor girl at the window didn’t know what to do and when her supervisor/trainer came over, she told me that I had to drive back around and get in line again. I told her that that was not fair and that I wouldn’t. She then had me drive up 10 feet and backup (so I did). ? Then she told me that I couldn’t just get an order of Mojo pork but HAD TO order a combo. When I explained that I’ve never had to do that, she insisted so I ordered a small chicken tropichop with a side order of Mojo Pork. I could tell by the price that she had screwed up the order (she didnt put on a side of Mojo pork. Nor did she ask me what kind of rice or anything else). And she’s TRAINING that poor girl?! The owner I met (before and after a hurricane where he was boarding up and taking down) seemed like a conscientious good owner. But this woman a)shouldn’t be working if she can’t do the job CORRECTLY and B) should not be ANYONE’s Supervisor. I didn’t catch her name but she was skinny, dark, and had an accent (Haitian?) I could care less someone’s race, religion, creed, etc. I only give the description so the owner can know “who” is doing a TERRIBLE JOB at his restaurant. Wish I’d gotten her name but I was so irritated that I drove off and went somewhere else to eat. Now, I have reservations about going back there. If that’s how a supervisor/manager is, I’m at the mercy of that terrible customer service. Not me. Too many...