Pollo Tropical — Restaurant in Pompano Beach

If there was an option to not leave any star at all this place wouldn’t have 1 star out of me. I went here on a Friday 4/18. Right before opening about 3 minutes before opening. Went through the drive-thru the young lady Sylvia who worked the drive-thru window was very rush and seemed to be irritated by me placing my order and trying to read over the menu and place more items to my order.

I told Sylvia to give me a minute, however she kept rushing me asking if I was done until I got aggravated and just told her yes and proceeded to the window. She told me my amount i paid for my food everything was fine. Then I asked if there were any chicken soup ready. She went to look came back told me no. Gave me my food that order and I asked was everything in the bag? She responded yes. The items I asked for were extra napkins, two straws, cilantro sauce. My order was three choppy chop bowls 2 regulars and 1 kids choppy chop.

So I drove off looking into my bag to check over my bag with my food to see if everything was correct. It was not, so I reversed went back to the window Sylvia came to the window & I explained to Sylvia that I was missing the kids black beans and if I could have another bag for the cilantro sauce because the bag had a hole in it from the one she gave me at before. Sylvia got the bag for the cilantro sauce, but still forgot the black beans. I was about to drive off again, but quickly put my car in park to reminded her that I was still missing the black beans.

Sylvia then look up to her clock or timer. It may allow scrunching noise as if she was irritated or aggravated that her timer was still going and I didn’t drive off to beat her time I suppose. She yelled out “Oh my god my time”! So at this point I’m like are you serious you worried about a timer and forgetting my food? She was so worried about the timer that I asked to speak to a manager because she was acting like a little kid or as if she was going to get in trouble! I spoke to the manager Enrique and explained to him about the situation. He just kept saying I’m being recorded. Everything’s recorded. Never apologize never said anything but I’m being recorded. Very bad customer service, who’s ever responsible for training neither one of them needs to train them over. And if a timer is the issue then the employees should be responsible for making sure every single item is placed in the bag and everything is properly checked before going out and giving to the drive thru window employee before handling to a customer!

This was very unprofessional my first time ever ordering from this location and this is not acceptable in the fast food industry period! I will be reaching out to...

I made a catering order for my daughter's birthday. I was to pick it up at noon on the day of the event. When we arrived at Pollo Tropical, the manager, Patricia said that my order wasn't there... it had been given to somebody else!!! All of the staff said that wasn't true, the order had never been made. Patricia continued to say otherwise. She then made it seem like she was going to do US a favor by remaking the food, as if it wasn't already paid for and past the pick up time. This, in turn, made us late for our own event because we had to wait for a whole catering order to be "remade". She then tells us the onion slicer doesn't work and asks if we'd like something else. We gave her our sides and sauces and waited longer. Finally she came out with a cook and handed us our food. She went over what the contents of the bag was based off of the paper she read it from and said everything was accounted for. We got to our birthday party LATE and took the food out to serve it, just to realize NONE of the sides or sauces were in there. I am VERY upset by this incident and by the way Patricia handled it. She took no accountability and tried to lie about the order being made. She had the nerve to say somebody picked it up when in fact nobody did ... and according to her employees they never made the order. They even stated that it was a busy day with a lot of orders and our order was probably just overlooked. Since then, we have reached out to Pollo Tropical's corporate office to no avail. The phone rings and rings and then offers for us to leave a message. We have tried calling to speak to the store manager at this location but continue to get the run around and still haven't been able to reach anyone. I've even went as far as to reach out to Pollo Tropical's FB without...

I’ve really tried giving this location a chance because of the convenience of how close it is to where I live but after 2 times, I’m done. From the two times I’ve visited this location, my order has been screwed up in some shape or fashion. The same girl at the counter would take my order and somehow mess it up. The first time, the order was wrong after I SPECIFICALLY said I wanted. When I looked at the receipt, she put something completely different. While making my order, I saw what looked liked the manager making my order. The wrong kind of chicken was on my bowl. When I said something about it to her, with a slight attitude, she claimed that I said I wanted crispy chicken when again I reiterated multiple times to her that I wanted grilled. She told the manager and the manager rolled his eyes because he had to remake the bowl again. I ask if there was issue to him. He said no.

The second occurrence happened. Same girl took my order. I said I wanted ONE order of an entree that had 2 pieces of chicken. She charged me for TWO entrees. Thankfully I check the receipt. ONCE AGAIN, with a slight attitude, she claimed I said I wanted 2 orders. I was VERY CLEAR. I only needed ONE. Thankfully, I got the refund but it really comes down to principle. I’m not sure if there was a hearing issue with her or maybe I wasn’t clear (even though I knew for certain I was) but the lack of communication, attitude, side comments, and accountability is what makes me want to stay far away from this place. Repeating my order would’ve sufficed and it wouldn’t be an issue. It’s a shame I have to write this. The food is at least decent but the service a mess. At this point, I’m better off going to Chipotle spending the extra money KNOWING I would get what I want and it would be right...