Pollo Tropical — Restaurant in Royal Palm Beach

On my way to work I stopped to get dinner. I went inside to order because the line for the drive through was too long. Inside was chaos! The employees were rude and getting everyone's orders wrong. The girl taking the orders must have been new and she did not speak much English. She did not know the menu either. I wanted to order 1/2 rice and 1/2 lettuce and she said No, we don't have that, so I got the regular tropichop with chicken. As I was standing there waiting... forever for my food, I looked at the menu, and the 1/2 & 1/2 was listed. They still hadn't started my order yet so I tried to show the girl at the register who said No, they don't have it and asked her to have them make it that way when they got to my order and she didn't understand a word I was saying. I asked to speak to one of the girls preparing the food, she came over, I explained what happened and described how I would like mine made. I thought, okay, this is better, at least I will get my food the way I had planned. I continued to stand and watch as people came up to get their orders to discover theirs was wrong. Then...people that came in after me started getting their food. Then...a gentleman, that came after me, also saw so many orders coming out wrong so he decided to check his receipt to discover his order was wrong. He went up to the counter and they began working on his order....remind you, he was a few orders after mine. One of the girls that was preparing the food....wrong... started having an attitude with the customers. When she began calling out order numbers that were ready to be picked up that were after my number, I asked her what happened to order 101? She spoke to me with her attitude and said we are working on it, but I could clearly see that they were not working on it. As she was talking to me with her attitude, the other girl that I had explained my order to heard me ask what about number 101, she turned around and gasped as she realized my order had not been done yet, but still did NOT start making it! I saw a "supervisor" come out from the back and she was getting ready to start addressing the gentleman's receipt with the wrong order. I was extremely frustrated at this point and late for work... so I spoke up and said could you please work on the people's orders that were here before him! She told them to start making my food so the girl that I had told how I would like mine made grabbed the bowl and put a scoop of yellow rice in the bowl...I had ordered white rice so I spoke up and let them know it was supposed to be white rice. So now this girl along with the other girl are both having attitudes. She could see I was visibly annoyed and was taking her sweet time. They ran out of peppers in their bucket up front and at this point, the supervisor took over the register and the order taking and the girl that was getting all the orders wrong and not understanding what was being said was sent to get more peppers which took forever!!! Finally my food was prepared but the girl moved as slow as she could putting it first into a paper bag and then as slow as she could she put the paper bag into a plastic bag and then.....finally...she handed me my food and I was able to get out of that...

Food is great just wish it had all its original employees from before the pandemic and the remodeling they just did. We had a really bad experience with one of their employees, Mona, who is the sauce bodyguard I guess. They always say you can have your favorite sauces and as many as you like, to just ask for them. Well Mona just did not want to provide my sister sauces for her food and I needed sauces for my husband's and my food. She said that my sister had gotten enough. Mind you that my sister bought her plate and we bought a whole chicken combo for us to dine some in and take leftovers home. I am a gastric bypass patient and can not drink liquids while eating, therefore I like my food really wet since I am also a sufferer of dry mouth and do not produce enough saliva. And well I like to put different style of sauces to my chicken and beans. So she did not want to give me any sauces and I told her where is there a sign that says there is a limit to the sauces. And she gave me nasty look and spoke Creo and just walked away. My sister asked another worker for the sauces and the other employee gladly handed us as much sauces as we wanted. My husband was mad but did not say anything. I was mad too and just complained at the Pollotropical website where you can leave a complain or a compliment. Have not heard from them either. So I guess they do not...

I love pollo tropical and the food is fantastic but this review is for service at this location. I think someone from district should stop by and watch how they operate. Our ticket time was 20 minutes, we ordered just two sandwiches, it wasn’t busy and it appeared that the crew was not caring about us waiting at the counter and asking about our food. The only person appeared that cared was a nice fellow named Darrien, awesome guy! The manager looked swamped and didn’t even notice us, the younger girl, with the studded belt, was making my sandwich and she was so rude because I told her that I originally ordered without sauce. I used to work in the food industry so I totally understand mistakes but that was ridiculous that she would get upset with me and say “the original order didn’t say that”. Then it looked like she just started skipping my order and going on with others. That’s when Darrien stepped in and helped me out. At the end, my sandwich was still missing a slice of cheese, but I didn’t say anything because I just wanted to leave. Overall, pollo has amazing food and there are other locations with great service (like the Boca Raton location) but this seriously ruined my hopes to coming back to this place. I know Pollo has good customer support, can someone reply to this review...