I like the food a lot but the service is so bad it's not worth it. We asked for sauce when we were at the window that we have got there before and one girl says "we don't have any" in the rudest tone, so we went inside and got it from another employee. She clearly didn't want to do her job. Maybe hire people who are actually grateful to have a job. read more

The guy with the nose ring who was working the register tonight (8:00pm) does NOT belong in customer service. We wanted to add a sandwich to our order after he already had finalized it and he rolled his eyes as if it was the biggest inconvenience. We then asked him for some large containers to put some sauce in so that we could go home with it. Mind you we spent $40 on our meal and he said that he could only give us 2 containers. When we told him that we come here all the time and that nobody has ever told us there's a limit on the containers, he rolled his eyes again and reluctantly gave us 2 more containers. I've never been treated so poorly at this location but truly felt like this individual ruined our experience here. Luckily we checked our order and realized that the sandwich was missing AND the same guy charged us for a shrimp wrap to upcharge our bill. One of the girls was happy to make the right sandwich for us but had we not checked, it would have been a total nightmare of a dinner when we got home. read more

This is by far the worst pollo tropical around. Almost every time I order something my order is wrong. I'm writing this while standing waiting for food because I refuse to go through the drive thru anymore. There's about 10 people waiting for food. There's only 3 people working the food line and the cashier just talks and talks. Something needs to be done by management here. Two people have walked in to complain about their order being incorrect in the 15 min I've been waiting Here. Check your food before you leave is my suggestion. read more

I have been to this restaurant 5 times in the last 2 weeks. I am a Pollo fan. I was excited to see they opened one closer to my work. The portions at this location are weak. I spoke with the manager about this and was told that this is half a rack of ribs. I don't know what type of mutant pigs they are getting their ribs from but the last I knew pigs had 14-16 not 4. Mistakes happen but what defines you is how you handle them. I was blown off. Not going back. Nothing leaves a bad taste in your mouth like waiting in line to politely ask for a correction to be made and then have someone blow you off with a poor answer and walk away. Chain has good food at a good price but customer relations are HORRIBLE...... May be time to shop a new lunch spot read more

Pollo Tropical - This is a half rack of ribs - Chicken Shop Near Me - Boca Raton, Florida

The only bad thing I have to say is that they got rid of the chicken wings. Figured a carribbean place would have chix wings . Regardless the ribs were great, the yucca was good and very reasonably priced. Bring back the chicken wings. read more

James had horrible customer service. Not only to I but others as I watched and ate. Sad!

"Workers" have such a bad attitude. They just stand around chatting and the moment they approach to you is all long faces and bad looks. Awful customer service! read more

Ordered 2 pork platters from the drive through- at the window was told they were out of pork (they were out the last time we went too). So I asked for chicken quarter instead. Got home to find the most dried up old chicken I've ever seen. Literally looks like it's been sitting all day in a warmer- I would be embarrassed to serve this to my worst enemy. read more

I wish I could give zero stars. This is probably some of the worst food I've had in a very very long time. The chicken was literally smashed to separate the pieces causing a lot of little bones in the meat. What they considered broiled shrimp, was not much bigger than salad shrimp. As we were standing at the counter ordering many people kept coming up stating that their orders were incorrect. The person taking the orders could not speak or understand English very well. It took several minutes to try to decipher if the shrimp was broiled or deep-fried. We will not be back. read more

The place is terrible! Hardly no one speaks English, I asked to speak to a manager and everyone working looked at me as though they didn't understand me. I asked for a top for the sauces and the lady refilling the condiments told me "no" to my face with other customers looking. I told her I had a to-go order & needed a top and she continued to tell me no. Very disappointed in this place that once was a nice place to eat. I observed people returning burnt chicken multiple times in a matter of 15 minutes. read more

Don't bother with ordering online for "faster service", you'll stand and wait in line with the rest of the customers walking in. I probably would have been served faster had I gone in the drive thru. Seems it has priority. read more

Came in for special charged for 1/2 chicken gave me 1/4 then I asked for the half. Made a big deal finally got my meal didn't have enough corn have bits of the bottom corn. Not good service and a piss poor attitude asked for senior discount few days earlier charged the 12 noon price. 7.00 not good service again. They need to get there act together cause I have a lot of friends in century village word spreads like wild fire. Be kind! read more

Love pollo tropical but this location sucks we had to wait 20 minutes for our food and every time we go to this location they are always slow and they always forget something that we ordered read more

Poor service I had one customer return the chicken for un cooked very slow in filling orders.

Don't come if you are hungry. I went there last night at 8:00 pm. There were 2 couples in front of us and three couples after. It look 10 minutes to get to the front of the line and 40 more to get our food. There was an angry mob waiting while the staff moved at a snail's pace, blank looks on all their faces. A half into the wait for the food I asked what was going on, why it was taking so long and if there was a manager. Not one of the staff replied. They simply looked at each other, not caring. Several customers were asking for an explanation and the staff was just standing around, doing nothing or walking around, doing nothing. It was insane that I didn't get to eat until 8:50 pm! Other guests came in after us and we explained that since it had been 40 - 45 minutes waiting for our food, they could go someplace else, order and get served before they would here. All those who we warned left, we were not as lucky to have been warned and we will continue warning others when they ask where to go - because sometimes it's important to know where NOT to go as well. Not sure who is running this place and clearly, none of the staff knows who is running the place. If I could have given minus 100 stars, that would have been my real rating. read more

Third time at this PT location. Chicken was burnt and no seasoning at all. Wish I inspected the chicken prior to getting home (take out). It's a disgrace and total disrespect to the animal to burn food. If you can't get food right and you are in the food business close and padlock the doors tonight. read more

The worst!! And I'm not talking about the food. The drive thru line wait is horrendous!! And it never gets better. Manager needs to teach their staff to move it. My last trip here, not worth a drive thru 30 minute wait. Terrible! read more

I've eaten at several pollos and this one is subpar...the food is often cold and the rice is dry...they've gotten my order wrong a few times in drive thru too....good plantains tho :) read more

Honestly, Pollo Tropical is one of my favorite places to get a good fast meal. This specific store opened recently and when I saw it was opening right next to my house, I was beyond excited. Now since then, I've visited multiple times but every single time I go back I just get more disappointed. When they first opened, service was great, food was hot, and the portion size was perfect. Now when I go there, I either get an attitude from the staff or I just don't get acknowledged because they are "too busy". That's not the worst part, I just went last night and I ordered a HALF chicken with rice and beans and both breasts were very small, I finished everything and was still hungry. As a newer store, I feel as though things should be running a little more smoothly and portion sizes should definitely be greater. read more

The food is great, this pollo always always always messes up tho, every order I make is always messed up, I'll order 2 different tropi chops and they will be so lazy they make 2 of the same, or they are out of sauce or lettuce or plantains. They take forever too so never use drive through! Order online and check your order, if the service and workers cared more this store would do very well but the service lacks which makes the experience annoying read more

Worst Pollo Tropical in my life! I ordered a quarter chicken with white rice and beans after a long hard day of work and the gym. Being a college student, I arrive back into my dorm to relax and enjoy a nice meal to end my night being that I did not eat just about all day. I open the plate and there is no rice. Angry as it is, I go back to the restaurant to ask for a whole new plate because my food was cold. The lady was extremely rude and even continue to tell me that I must not be able to hear because I never ordered rice. I asked to speak to the manager and crazy enough, the lady who was rude at the window was the manager! After I asked for a new plate again, the manager told me that I can jump over the counter and make my own plate. The MANAGER! I was extremely shocked and cannot believe that I was have this experience. I immediate called corporate to handle the situation. I was offered a fresh plate and also received $10 coupons in the mail weeks later. I love pollo tropical, but this was an despicable experience. read more

Nasty cashier and manager has no customer service, it use to be one of my favorite place,from now on I will never go back at this location

If I could give zero stars I would. I am a frequent customer since this place is on the way home from my gym. In the last few months this place has gone in the hole. Every other time they are out of garlic cilantro tonight they were out of all boneless chicken so that included salads wraps and all those bowls. The manager is externally rude and last time I ate inside I went to refill my drink and the lady cleaning threw out my food. The drive through line takes for ever and make sure you always CHECK YOUR ORDER. They miss at least one item almost every time. One time I was inside and watched the managed plate my food and he forgot my black beans and my bread and I reminded him and he yelled at the girl who was also plating food as if it was her fault. There used to be a friendly staff here and now I honestly don't want to go inside anymore. read more

This is the worst location to purchase food. The skinny Caucasian lady at the drive-thru has the worst customer service skills ever, I've been asking her for cilantro sauce for the last three visits I've been there she replied to me and said the machine has been broken every time I ask her,so tonight I decidedto park the car go inside,guess what there were a whole bunch of cilantro sauce,I asked for the manager Jeffrey and confronted her, when I asked her why she lied to me she said oh I didn't know we had any, so she's been lying for the last four visits..worst customer service ever and they do not wear gloves while serving food read more

This place is a dump!! I can't count how many times they screwed up my order and tonight is the last. Out of every side so I chose the Cesar salad. I get home NO DRESSING. Chicken is dry and tasteless. Worst place I've been to in all of west Boca. Do yourself a favor and drive by. It's not worth it! read more

This place is not fancy, has long , slow lines and a staff that I do not believe speak English. However , it is worth the wait!! The grilled chicken is delicious! The rice and beans are normal rice and beans but add some of the cilantro garlic sauce and the combination is great! I have not tried any of the other menu items but they all look good. Give Pollo Tropical a chance. Great for a quick meal during the busy weekday and better than some other fast food options. read more

I am really disappointed in this location. My dad and I just got home from a horrible drive thru experience! Not only did it take forever, the cashier that took our order was plain old rude. We had to wait to be helped, then there was no greeting of any sort, she didn't repeat the order, didn't give a total, no thank you or have a good day, lots of "huh?" and "what?". I don't expect much from fast food servers but to be flat out rude to paying customers is unacceptable. I've worked in fast food for years and I haven't experienced anything like it. The service isn't the worst part! The food was disgusting! I ordered a chicken quesadilla wrap and half of it was soggy, half of it hard like it was old and sitting for way too long. My waffle fries were old and gross. My dad ordered a half chicken with rice and beans, and an order of tostones that's hey said they were out of but magically appeared In the bag. His chicken was dry, tostones dry and old, and there was no flavor to any of it! I have never written a bad review on any restaurant stop I've made but I had to share. Granted it was a late stop, I went in at 9:00pm, but that's no excuse for this service and crappy food. read more

They continually f up the orders at the drive thru... Consistently shorting u on any order over 3 items... Check your order b4 you leave... This is no accident read more

Went for dinner last night at 8:00 pm. Even though not the rush period, food took over 45 minutes to come out. Customers were ready to riot and employees still moved at half speed and didn't seem to care. Most orders came out wrong. Would never go back under any circumstances read more

This is one of favorites places to eat but I came to this pollo tropical and ordered the main product they sale which is chicken and at first I was told there was none and after I finished my order I was told there was and they made a mess of my order and the place is really dirty I had to clean the table I ate at myself and the trash area was dirty and messy as well as the salsa bar! Like I said I love pollo tropical but this particular location disappointed me. read more

I went there with Cindy P. She said the chicken tasted too real like it tasted like she was eating it raw. I told her to put BBQ sauce on it but she never listens. Other than that it was cool. read more

long wait -- had to ask for a spoon to enjoy their delicious Caribbean chicken soup (utility tray didn't have any) -- trash cans filled to the top, no space for more -- condiments countertop not clean -- had the 1/4 chicken which was disappointing. I had been to this location before but feel that it is on a downslope. read more

The manager went above and beyond to make sure everyone was enjoying their meal. Very nice guy. Me and my mom left with a smile on our face.

So happy we finally got a Pollo Tropical near us. We've been missing the one by our old house. Great every time we have gone in!

This location is terrible!!! I normally love Pollo Tropical but this particular location has gotten my order wrong the last two times! The first time the chicken was very undercooked so we couldn't eat it. The second time I ordered a chicken Caesar salad and they forgot to put in the chicken! How do they forget the chicken?!?! Both times have been to-go orders so I basically got screwed both times cause I'm not wasting my time driving back. Never going back again! read more

Worst experience I've ever had the managers out of the window and laughed at my requests for food and so did the woman that was ringing me up I didn't get any of my food correct I had to go in and get the meals corrected and also had to go into get my sauces that they refused to give me at the window read more

Really nice and clean.Great chicken,rice and beans.So happy they opened in west Boca!!

I used to be a pollo tropical fan back in the day but I stopped going because the one I went to seemed to turn into a physically dirty establishment. When I heard the opened one up near my house I was excited to give it a try. When I first walked in the place looked pretty clean overall but the smell of poultry was just unbearable, it was so bad that I had to order my meal to go and eat it at home. I ordered their chicken chop and when I went to open it up they got my toppings wrong, kind of disappointing but I ate it anyway. Nothing to write home about not that much flavor(portions were pretty decent). People behind the counter aren't the friendliest but they weren't outright rude. I won't be back considering chipotle is down the street and has way better bowls at almost the same price. If you're looking to pick up a quick family meal with the half chicken and sides it's not a terrible choice. read more