Pollo Tropical — Restaurant in Sunrise

Your particular Pollo Tropical in the SUNRISE location by the Sawgrass mall... The front counter staff was taking ONE order and making small talk and laughing for seriously, no lie about 8 to 10 minutes... While the drive through line was wrapoed around the building blocking the parking lot off (that's why we parked farther away and decided to walk INSIDE to speed our order with my wife). The gentleman in front of us, who would have been next in line to order, had already been waiting to order when we got there... HE WALKED OUT frustrated, didn't even order. So we were next in line... We waited another 5 or 6 minutes, no lie.. And the cashier was STILL taking this order from a young lady.. Who BOTH seemed not not CARE or realize there ARE OTHER PEOPLE WAITING to order, pay and get the food OTHER than this ONE PERSON! WE LEFT as well, as the frustrated gentleman had walked out 5 minutes Earlier. The entire staff must have been half asleep at the pace they were working... 3 people on the side had already ordered, and during our 10 minutes of waiting to order I did NOT SEE ONE person recieve their order! Rediculous. The staff need better training, direction and leadership in that location. The food, i must say however, at all other Pollo Locations fresh and excellent to be fair.. But not worth waiting ask night for to get fresh food to feed your strarving...

I’ve been to this location many time but this is the last time. I am writing this review just in case I forget, so I can see why I need to avoid this location. My biggest concern is that the employee packing the orders was not wearing gloves, she dropped a bag of food on the floor and then picked it up and put it back on the counter. I think it is standard for Pollo to mess up your order, they always fix it, not a big deal so that’s a given and did not affect my rating for this location. The service here is awful and the overall environment feels very tense and stressful. I placed a mobile order that was 20 minutes late, without exaggerations. When I got the order it was cold even though I was standing there the whole time and watched them pack it. Manager was yelling at everyone, she seemed really stressed out, there was literally nobody working the food line for at least five minutes at some point while I was waiting. Employees swear and play around on their phones, disappear to the back and ignore you if you ask for anything. I was missing plastic utensils, so nothing extravagant, and in the end it didn’t matter because my food was already cold. There was also a dead toad in the middle of the patio outside that no one cleaned up. It had clearly been there for a while. That’s all :-) reminder - don’t...

I would give zero stars if I could. I’ve ordered from this location for over 15 years. The service and management have gotten worse and worse until now it’s completely unacceptable and I will never eat here again. My most recent experience was delivery through DoorDash. The meals were missing some items, the chicken pieces were much smaller than usual, they did not provide any of the sauces ordered and there was no resolution when we called to explain the problem. Tonight I tried to walk in to place an order and they explained that they cannot serve dark meat chicken as individual meals. They literally said they don’t have chicken, by which they meant they can only sell mixed chicken. But since I was trying to order quarter meals I could not understand how those would be mixed if I’m requesting dark meat. They insisted that they cannot serve me what I would like to order and when I conceded and ordered a mix that included items that I did not really want, they said it would still take 20 minutes for the order that was NOT what I...