This particular Pollo Tropical has the worst customer service. Employees have the nastiest attitude and nearly every time they forget at least 1 or 2 things that we paid for. This has been the case ever since this location has opened.., which has been several years right now. I've been wanting to write a review every time I have a bad experience but never got the chance to do so. But today the lady working there was ridiculous. She missed 4 things from my online order and 2 items the store didn't even have in stock and she simply didn't care. Don't waste your time.. today will be my last day coming. We as a community can't keep supporting this type of business. read more

They literally get your order wrong EVERYTIME. I rather travel far for better service!!

Wow, I know everyone is struggling for talent but when you walk in at 12:20pm, told they have no chicken (it will be ready in 45 min), see 8 workers some moving at a snails pace, then wait 25 minutes for an order that had no chicken, while an alarm is loudly beeping in a dirty dining room, makes you wonder if anyone really cares anymore. Sad. read more

In line now for 30 minutes. Unbelievably slow service. What is the issue with providing quick service??

We went thru the drive thru last night. Got the family meal with chicken, pork, black beans, plantains, rice, and buns. Chicken - rubber Pork - they ran out of onions??? Rice - OK Beans - OK Plantains - OK read more

Probably the worse pollo ever. I live near this pollo and i drive all the way to boynton beach to get pollo sometimes just because this location is terrible. Today i got a tropichop and they literally gave me a slice of tomatoe on top. Last week they had me wait 30 mins for a caesar salad and it wasnt even busy. The employees were just all confused. And another experience they forgot my sauces that i made sure to ask 3 times for because they always forget and they still forgot, on top of that my chicken was burnt and hard to chew. This location is losing. This location is literally killling my love for pollo. read more

What in the world did this place came down to? You go there of course not a single sauce of any kind of available and I come home to see this? Chicken looks like boiled and not enough cooked and this is how much chicken you give to customers to pay that much Money? If I knew they even didn't have a single sauce I wouldn't have ordered it! Pollow tropical is becoming gross especially BOCA location. West Coral Springs on University location seems better. Never going back here again! Should've known better. read more

Pollo Tropical - This really? This Not grilled chicken (more like boiled) and this is what you get for this much rice and beans. Gross. - Chicken Shop Near Me - Boca Raton, Florida

It's been four months since I've been back to this Pollo Tropical. Last experience was horrible. But glad to say things have gotten better. Staff greet you, help you and seem respectful to each other. The speed of service has gotten better and food is packed and ready when you arrive. Thank you Owner for listening to your customers and making the changes read more

If I could do less then 1 star I would, first time going there, my food took more then 30 minutes, and it was a regular pollo tropical, nun special, and I asked for brown rice but got white, which is whatever, but the rice was raw, not one single bite without a crunch from the rice...(more then 6 people working) Then I went Again to give it a second chance, my food still took more then half an hour, same exact thing, nun special. After 7 pm btw, not the busiest time for restaurant. (Around 5 people working) The workers were okay, but they require soooo much training. Like pls help them, they need it, no cap read more

Very clean and the food was very good. Everything was made fresh and tons of things on their menu. The clerk was very helpful and informative about their menu items. First time here and I can't wait to come back! read more

Pollo Tropical - Chicken Shop Near Me - Boca Raton, Florida

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LAZY STAFF!!! Omg! The guy standing out front taking the order had to take it like five different times because he kept getting it wrong. Drive up to the front the lady gives me the wrong amount, again we have to confirm the order 2 different times. When I requested garlic cilantro sauce, the lady told the guy to go get some in the back, he never came back. So she looked at me and said I'm sorry we're out, without even looking. I told her I'm sorry my children won't eat this food without it I'm going to have to return the order, all of a sudden she found some in the back. Looking through the window from the drive-through, the walls the counters, many things were dirty. I won't be going back it's gross and the entire staff literally don't care read more

My family and I decided to come back to Pollo for a last ditch attempt. Let me tell you I was very impressed with their improvements. The place was cleaner, neater, and more established. The service was amazing we were attended within 30 seconds of stepping in, although they forgot our fries once we reminded them they made sure to even deliver it to our table. Not to mention the food has never tasted better. Good job Pollo you've earned my family and I back! read more

Let me start off by saying , this one star does not reflect All Pollo Tropicals, i eat PT at least once a week but i try to stay away from this west Boca location. Seeing as how this pollo is less than a mile from my home i would love to be able to go to it more often, however i do not for many reasons. This is consistently the worst PT i have ever been to! They have completely forgotten pieces of my orders on multiple occasions ! Served inedible chicken (was over cooked and felt like rubber in my mouth). Given me bones in my salad and Wraps , and constantly mess up my toddlers kids meal! Since i eat PT so often at different locations , i don't have anything against the company/Brand. But this location needs a very serious overhaul. I'd be happier if this location never existed so this way i can just drive to east Boca and get quality PT without having to drive by this location OTW. read more

Pollo Tropical - This is a half chicken, looks like it belongs in the trash instead of on a plate - Chicken Shop Near Me - Boca Raton, Florida

I guess the food isn't terrible. Quick and easy!! But have you ever been through that drive thru? I never, in all of my adult years being a waitress- ever thought I'd ever see/hear/witness customer service worse than a McDonald's drive thru.. But here we are. It wasn't even me! I'm writing a review for the poor man in front of me. I just so happen to have my window already rolled down and heard it all. From start to finish. Sounded like things started off pretty normal. The man has a thick accent. Possibly Haitian? Don't know if the employee was talking to more than one person while the microphone (which is what it sounded like) was on but between this man's thick accent and whatever was going on on the employees end- it got bad pretty quick. I heard the man say "are you ready?!" To which the employee replied "yeah! What do you want?!" As the man is trying to order the employee is interrupting with "what?!" "You're talking too fast man!!! I can't ... what?!?!!" He was ordering chicken soup., and a couple other things. I could hear him. Not sure why the employee couldn't..anyway... the man asks which one is bigger, a cup or a bowl. (Okay, I'm going to admit this is a kinda silly question but when you work in customer service- these things tend to happen and you find ways to deal with it) To which the employee replies.. and I quote: "A CUP OR A ... A WHAT?! MAN THE BOWL IS BIGGER!! WHAT ARE YOU.. THIS IS COMMON KNOWLEDGE!!!!!" Somehow... the order was complete and the man didn't ring this guys neck through the microphone. The employee seem'd just as aggravated with my needing about 30 more seconds to figure out exactly what I wanted- ::huff... puff... :: "what do you want?" ... got my food. Will probably never go back again. Plenty of places are hiring now a days. If you hate your job- find another one. You need a little more tact and customer service experience to work at the McDonald's drive thru tho. Just a heads up. read more

The best fast food ever Chopi chop is amazing. Love the pork. Good prices yummy food. The only food item that wasn't great here is the mac n cheese read more

Employees were very fluttered and confused, having cars pull up and park in different spots. They came out, brought half of what I ordered, went to the next car , went to ANOTHER car, by the time he was walking back in, I asked him for the rest of my order. He went back to the other card and that customer had a wrong order...the rest of my order was given to that other car waiting, and they employee tried to hand me the rest of my food from some strangers car and hands. I refused it and requested a re-make....by the time All this was over my meals were cold...WILL NEVER be back again!!! read more

This place is probably one of the worst run franchises in the Entire company. They are slow, rude, inefficient and desperately need someone from corporate to come and fix the logistics of this place. If you order online make sure you go to the register and ask if your order is ready. They do not utilize the spot designated for online orders when your order is finished. They simply leave it in the kitchen. read more

Pollo tropical needs to go out of business. I never leave reviews but this place has wound me up so much over the years that I cannot stand it. To add I ordered 2 meals and a side. Of course you can count on it that they will miss something. I didn't get my side and had to wait 20 minutes for CHICKEN AT A CHICKEN RESTAURANT ! I am massively praying for their downfall everyday. Do not come here if you want to continue to have a good day as this place will only cause you to be upset. read more

In addition to getting my order wrong and sounding annoyed with me for absolutely no reason, the sauce I requested literally had one drop in a plastic container. I have no idea how they found that acceptable. You would think that a new location would have decent service. read more

Pollo Tropical - The sauce I requested was a joke. This is like a drop. Literally how it was given to me. - Chicken Shop Near Me - Boca Raton, Florida

the worst... drug test because these workers in here are high! they just can't get it together. every time it's wrong, or its burned and hard.... it's ridiculous... get together read more

Food was horrible not like the commercial and they forgot to give the sauce .i m not going back there

If I could give one stars I would. They sent my daughters kids meal in a big white box with four pieces of dry grilled chicken. On top of that it should've came with wedge fries and it did not. I was also missing my lemonade. read more

Pollo Tropical - It looks like someone ate the fried then delivered the rest. And....the bag was taped! - Chicken Shop Near Me - Boca Raton, Florida

This place has an overall 1 star review for a reason but just for fun I will add my experience into the mix. Walked in at 10pm (they close at 11pm). Asked if they were still taking orders and they replied that they were. For the next several minutes nobody would actually take my order and when I spoke up they were arguing about who should do it. Since I have a policy of not begging businesses to take my money I just walked out. I assume they were pleased not to have to actually do their job. Needless to say I will not be back. read more

Yes it's just fast food, but more flavorful, more interesting, more healthful than your typical fast food joint. Definitely a nice break from McDonalds and Chipotle. I plan to make this a regular stop. read more

Come here if you want to be disappointed. Every single thing we asked for in our order was wrong. I asked for a large avocado cilantro tropi trop. They didn't put the cilantro sauce and and they gave me the smaller size. I also asked for a second one with a regular size. That one only came with rice and chicken and nothing else. We went back to complain and they handed us half a slice of avocado in a container. We also had to ask for the beans and they gave me 2 pieces of beans in a container filled with bean water which was absolutely disgusting. The chicken was dry like the Sahara dessert. We asked for half of the things on the menu and they didn't have anything. The people working don't care and will probably spit in your food. They are either really stupid or really lazy. If I could give this place zero stars I would. Please do yourself and others a favor and don't come here EVER! read more

this is the worst damn fast food restaurant there is. I paid for a tropichop, half chicken and an order of cheesy yuca bites and I had to wait 15 minutes for the half chicken and on top of that, theh forgot my cheesy yuca bites. I hate this place and will never ever return. I'd advise you don't come here at all. I am so pissed. read more

WORST POLLO EVER! They don't have any chicken they NEVER get your order right , 90 percent of the time I've been there everytime is worts then the last , burnt chicken , no chicken , no order right , they never serve you for what you pay HORRIBLE CUSTOMER SERVICE everyone yelling at each other read more

Food is good, that's where it stops. I went to this location when I was new to the area about a year and a half ago. Back then I was greeted if you want to call it that by a woman with a heavy accent, not too friendly I said maybe she was having a bad day so I wrote it off. The chicken is fresh and cooked well. Fast forward over a year I was craving the food again, walked in and what to you know Ms personality was still behind the register. I was placing my order and asked for a medium diet soda, she mumbled something no medium so I said large now she said no diet this charade went on until she said they have no soda! Maybe putting a sign up stating no soda would be easier. Customer service skills are definitely lacking, noticed the staff being rude to most customers. I understand places are shorthanded, maybe that's why the recruiter was doing onsite interviews today. Customers were saying this is common at all Pollo locations. Maybe it's time to find another chicken place where they appreciate your business. read more

If I could give this place zero stars I'd give them a double zero. Waiting an hour in a fast food line is ridiculous.

I can't say I'm surprised at all these one star reviews. So here's my one star review (and I NEVER leave reviews). Walked in tonight to order dinner. Decided to walk in because every time I order from their website the food is always wrong. I walked in to begin my order and the manager LISA PERSAUD was leaning her head against the wall. I ordered a 2 chicken breast meal with yellow rice and fries, and a Surf and Turf meal (which is on their website) during my ordering she was resting her head on the wall and rolling her eyes AT ME the entire time. I remained polite and even apologized (not sure why but I did) then she hands me a bag with 3 meals in it and I only ordered two. I told her that one wasn't mine and gave it back.. and then my 2 breast meal had beans instead of fries and she says "well I would have to make them it takes 3 minutes do u want them?" To which I replied yes.. again an eye roll. Then I look at my husbands Surf and Turf meal and it's not a surf and turf meal it's a Grill Master Trio and she says "well we don't have surf and Turf Meal so I gave you that" I was very confused... then she said I pointed at the sign behind me while I was ordering which never happened she knew I ordered a surf and turf meal so then she starts raising her voice and is like "do you want a refund?" And I'm still confused like "why would u give me a random meal that's not what I ordered??" She gave me no choice but to get a refund as she was screaming at this point which I gladly did because I would never again give this place a dime. Customer service is everything and LISA PERSAUD is the absolute rudest, disgusting woman I have ever encountered in my ENTIRE life. I'm not sure why but everyone at this location seems to be lazy and hates their job. Oh the meal was missing bread too and she originally asked if I wanted the bread I mean yes of course I do I want what I ordered and paid for. During refunding the meals she was berating me and rolling her eyes and YELLING the entire time and I never once raised my voice I was in disbelief and with my 7 year old daughter. I am literally appalled at the way she was speaking to me and the things she was saying all because she gave me some random meal that I didn't order and then tried to tell me it was because it's discontinued?? Lol like damn at least let me know you don't have what I ordered instead of giving me something random. I told her I was shocked at how she was behaving and she She said to me "yeah we know why u came in here now" what is that supposed to mean? I came in to order dinner. She even said she was hoping I would refund the food to which I asked why? So u can serve the food to someone else? She said NO IM GOING TO THROW IT AWAY... so I said I guess you wanted me to refund so u can waste food then?? she gave me an extra meal in the beginning like she's just giving away free food and then she just put it to the side. Interesting that every time I order from the website I'm missing the fries and how ironic that I drive there to order in person and have an even worse experience and still missing the fries and bread like always. The staff is lazy, gives you whatever food they feel like giving you.. what if I was allergic to beans or something? They just throw whatever in the boxes and that's what you get. Then they're rude can't walk to the separate area where the fries and bread are.. you just get what you get and when you say something NICELY it's a problem. I cannot believe how nasty of a human LISA PERSAUD is. Then she ripped the receipt from my hand that her name was on and refused to give it back to me and told me she would call the police LOL I will NEVER step foot in that restaurant ever again or order delivery! no wonder there are so many bad reviews and corporate doesn't seem to care! The restaurant is always dead I have no idea how they stay in business. If I could give less than one star I would. Left the restaurant and drove myself right to Chipotle for chicken and rice and had a much MUCH more pleasant experience. I truly hope Lisa Persauds life gets much better for her to be less of a hateful human being. Will be copying this review and pasting it everywhere I can. Shame on you Pollo Tropical! read more

Stopped coming here for a couple months. Thought I would give it another chance. Nothing has changed. No onions, ask if they had any, shrugged me off and said they are out. How does pollo run out of onions. Everyone seems non interested in customer. You would think the owner of this franchise would read some of these reviews. Shift managers could care less. This place needs a customer service culture change. They will not change themselves obviously. Starts with owner and his management staff. Giving the pollo brand a bad name here. Will not return to this one read more

The service at this location is appalling. First I am told they have no sauce but the reality is they didn't have any sauce in window for the drive-up, and didn't want to go and grab any. The worse part is this portion size of fries. Is this a full order?? This is down the street from me but I will NOT be going back. read more

Pollo Tropical - Chicken Shop Near Me - Boca Raton, Florida

This pollo is a disaster..missing food items allllllll the time..each and every time i have been here...without fail they always miss items and are probably making lots of money because people are just too tired to drive back to retrieve missing items. SERVICE: Slow..pull up and listen to breathing..not a hello please wait will be right with you...like a normal well run establishment would. CHICKEN: Dry and tasteless..this location serves the absolute worst chicken. RICE: my yellow rice 5x out of the 6times i have come here hasn't been cooked throughout..or there mixing verrrrry stale hardened rice w mushy undercooked rice..gross. SAUCE: this location severly waters down their sauces so be ware..the cilantro garlic..mayo water..ewww OVERALL: this pollo location is a very poor excuse for a pollo tropical and frankly doesnt deserve to even have the franchise name..its disgusting. read more

AGAIN THIS PLACE SUCKS!! I waited in line for 30 minutes I get to the speaker they say "sorry we are taking 1 order at a time we're short staffed "OK I thought you were his house I can forgive this they were honest. When it's time for me to give my order sorry we're not making any sandwiches tonight because we have low supplies. Are you effing kidding me I cannot stand this restaurant anymore I'm done read more

Horrible food, tasteless and dry. Bad service, they forgot to put chicken in a chicken meal!!!

Franchise owner should be aware that his staff is turning people away from ordering at the counter and telling customers that they are only taking drive in orders because they are short staffed. Arrived at the West Boca location today at 6:15pm and there were at least six cars waiting in the drive thru line. Proceeded to walk in to place order and stood in line behind two other customers only to have the Manager tell us that she could not take our orders and we would have to go get in the drive thru line. This is ridiculous on a school night during the dinner rush when there were no other customers sitting in the dining room. Needless to say, we went elsewhere as did the two customers before us. Poor Management of this locatiion resulting in lost business. read more

If you like bad service this is your place! Especially at the drive thru where they NEVER get your food right. I'm definitely done with it.

If you want your order messed up then yea you cal come here... I ordered a crispy chicken platter and they gave me something completely different. read more

I was looking for healthy options and pollo Tropical is the place! I wait a lot on the drive thru because was packed but I order a family meal with sweet plantain and it was delicious the chicken was crispy like I like it and with the garlic and spicy sauce makes it way better really good read more

Hadn't been to one for a long time so I decided to give it another try. Now I remember why. Ugh! Truly awful food, glacial service, indifferent staff. Never again, no matter how hungry I am. read more