I placed a "to go" order for the Family Meal - whole chicken, white rice, black beans and 4 rolls. The chicken and rice were good. The black beans were mostly liquid. I had to add a can of black beans at home. The rolls were missing from the order. As a result, I contacted Pollo Tropical customer service and registered my complaint. They took my name, address, phone number and e-mail address. Then . . . nothing. No reach out, no apology, no offer to try them again. read more

Not sure why but this brand spanking new location is already struggling. From unfriendly staff to rotten lettuce in their salads I don't know where to begin but I will try. Last night the drive thru personal was anything but friendly, not a hello, thank you, you're welcome nothing. A blank stare was all I got, but at least the food was on point. Today I followed up by dining inside, first of all they did a great job at remodeling the place. Well, I placed my order for a Caesar salad and what I got was a Caesar soup with old lettuce (dark green and withering) I eventually just asked them to give me some fresh lettuce so I can toss in my dressing soup. The sauce station was a mess, literally sauce and little sauce cups everywhere. The soda machine was out of a few drinks as well. Hopefully they can change things around soon. read more

This place ALWAYS takes forever to bring you your food through the Drive-Thru and some workers are very rude. In addition, they always rush you when you are ordering. I cant place a large order for my family without one worker taking orders always telling me to pull up to the window after each item i order and i have to explain that i am not finished yet...TERRIBLE service. Workers are always seen clowning around and Also i want to mention they ALWAYS ALWAYS ALWAYS forget to put something that i paid for in the bag ... worst Pollo Tropical i've been too. They dont even give back my full amount of change.. read more

I seldom write reviews but since I'm stuck in the drive through waiting for 30 plus minutes I thought why not share my frustrations with you. Horrible experience and nobody seems to have a clue. They all seemed confused. I am about half a car length away from the drive-through speaker and the guy is trying to take my order and messing up everything. When I finally get close to the speaker it's like 50 first dates and everything has to be repeated still messing up at the same points on this order. After I made the turn past the order machine I can now see the guy working the drive through looking like a deer in the headlights. Ok, finally make it up to the window and there's no "hey sorry for the 40 minute wait" or anything that would indicate that this isn't normal. I got the impression this is just how they roll. The guy then disappears for another 5 minutes giving me the opportunity to see how clean they keep the place. (See the pic) I hope they clean up this place and would like the Manager to take a turn through their drive through. My key takeaways: 1. Try a different location 2. Make sure you have a full tank of gas before entering drive through 3. Don't look too close and the food prep area. 4. See #1 Ok on my way home now and I'm almost positive they didn't get the order right but don't have enough gas or patience to deal with it. Treat your attempt to visit this drive through location like you are preparing for a hurricane. Bring plenty of supplies, extra batteries, gas, cell phone charger and patience. read more

Pollo Tropical - Fast Food Near Me - Cooper City, Florida

If I could give a zero out of five stars I would. The cashier told me to wait in the parking lot and we waited for half an hour when she said it will only take 10 minutes. They wouldn't have given us the food if we hadn't gotten in line again. When we went in line for the third time the manager was there saying not to give her attitude because she just got there when we only said we couldn't wait any longer. Not only that, they gave us the two cuatro leches that we asked for frozen! if a fast food restaurant can't serve two tropi chops and two cuatro leches they need a new manager. thanks to us the manager is earning her money so she shouldn't be giving us attitude and telling us to not give her attitude, she thinks we would be happy by waiting in the parking lot for half an hour, and no sorrys at all.never coming again!!!! read more

Should've read the reviews before driving out of my way to this location, it's not even 9:30 and they're closed, looks like it's been closed for a minute! Biggest pet peeve, when I haven't eaten in over 24 hours from non stop work and the one place that could "possibly" be open and it's not. Won't even try to come back to this location. read more

Love it. Always consistent but they have very strange hours that are inconsistent and forgot the sauces on the side.

Closing time says 11pm??? So I decide to come here at 8:30 and they have three cars in the drive-through and non-slip cones blocking the entrance??? This is the 3rd time I've had a Bad experience and it will be my last!! read more

So we arrive to the Pollo Tropical, and there is nobody in line. We get there at 10:30, 30 mins before they close. We wait there until about 10:40. and nobody not one person greets us. We understand that it was 30 mins before there close but come on. read more

One of the most unpleasant atmospheres I've been in in a long time. Ordered a whole Chicken Dinner and we are told there is no white meat. Said it would be ready in 15 or twenty minutes. The staff was unpleasant and could care less if we were there. I would say the customer service needs to be seriously worked on. Kitchen was a mess, fries are cold and hard as a rock. Side salad is pathetic - lettuce is wilted! Pretty much threw the whole meal away! Pretty bad for a brand new place! Take my advice "Save your money and run"!!! read more

Pollo Tropical - Fast Food Near Me - Cooper City, Florida

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Let me say first that I go to this location at least once a week. That probably says more about me than it does them since the service is normally slow and substandard. Most of the regulars I see in there just tolerate it because of the food. I have lodged several complaints on their hotline but little seems to change. Tonight however, caused me to write this review. After waiting 20 minutes on the food I saw the lady pack my order. In the past they have forgotten things like tomatoes or onions. I saw them putting everything together but then got distracted by my phone. Since I was running late for a meeting I grabbed everything and left. I got home only to open up one of the containers that was supposed to be a chicken bowl but they had forgotten the chicken! I made the seven minute track back to the restaurant. I asked to speak with a manager that was on duty but she told the young man at the front that she was unable to speak to me. I waited for her and she would not acknowledge me. She complained that she had a lot of other people before me that have been waiting 30 minutes but she never took the time to hear my story. The humorous thing? While I waited on her to come and speak to me (which she never did) I called the hotline and registered a complaint and asked for the regional manager to call me. Finally, the young man at the front fixed my order and I left. As I was leaving I let her know that I called to speak to the regional manager and she assured me again that I was not her only customer and that there was nothing she could do. I waved at her and walked out. Not sure what it's going to take for the company to change management and employees at this location but this is out of control. If I could rate them less than one star, I would. read more

If I could put a zero I would they ran out of chicken there name is literally pollo which means chicken. Un believable !

The chicken was dry and burnt. i was asked if I wanted sauces and I mistakenly said no. I wish now the sauces might have moisten the dry old burnt chicken. I was hungry so I didn't go back. Open the container before you leave read more

We walked in to the store and were the only customers inside. I understand the carline was busy, but we were not even acknowledged as they walked past the register several times. I will not go back and would not reccomend. Very disappointed. read more

I love pollo tropical, and pretty much grew up on it. However this one has a lot of work to do. Down to the quality and the service to expectation. I ordered a tropichop, didnt think it would be a big deal to ask for double tomatoes and sauteed onions. However, i think they were cutting back on produce costs because i literally had received a half of a bowl with 3 pieces of cubed tomatoes and one large half cooked onion ring. Never going back. Dont waste your hard earned 5.50 lol. read more

Check your food The always forget something if not multiple things. This one is a disaster. I won't be going back here. I'll be email corporate as both me and the car behind me ran back in because they left out items from our order. read more

First time coming to this location and it was not a fun experience, this particular franchise should close, or re structure because they are offering an awful service, and making the pollo tropical name look very bad. As I am writing this review, I have been waiting 23 minutes to get my food, and they have not called my number. If you have less than 45 minutes lunch break DO NOT come to this place. This is such a nice location to have a pollo tropical, but they screw it up big time. read more

Some of the worst customer service I have ever experienced. I was given the wrong meal and when I asked for the food to be prepared again I was yelled at through the drive-thru window, the woman refusing to remake the food and opting to rush me out of the drive-thru. Jerminka, whom I believe is a manger, shouldn't be working in the service industry. Overall terrible experience. One piece of advice: don't come here. read more

This is the worst Pollo Tropical, or any fast food restaurant, I've ever been to. I made the mistake of going there twice. The first time I took the drive through lane. I expected the line to take about 20 minutes for me based on experience from other Pollo Tropicals in the area. It took over an hour to get my food! Both the chicken and yellow rice were very dry and tasteless. The second time, I decided to order online and showed up at the pickup counter at the specified time. No one was at the pickup counter. When I asked a cashier for help, she looked up my order and told me they ran out of something. We agreed to switch to something else. She then transferred me to a 2nd cashier as her shift was over. The 2nd cashier took one order after another while completely ignoring my order that was placed half an hour ago. I spoke up and the male manager in the back of the store was very rude and asked to see a paper receipt for the online order while I have the order confirmation on my phone. Excuse me?!!!! Needless to say, I will never go to this pollo tropical again and will share my experience with all my friends. read more

This pollo location has horrible customer service. This is the 3rd time I have horrible service here. We placed our order, after waiting 7 min in line when we pulled to the window we were told that the half chicken I ordered would be 15 to 20 min. We weren't happy but we said ok no problem. Apparently, the staff was not happy about us being ok with waiting. I was sitting in the back seat of the car with my baby with the windows up except for the front driver side and I can hear the staff screaming complaining about having to make chicken. I don't understand how this happens when there should be a manager or someone who cares about the business enough to provide good service. Extremely disappointing! read more

long line waiting in drive thru for over an hour like no other place ive ever been through!!!! not good!!

I have gone to this location on more than one evening for them to say they are out of pork. The last time I went, I second-guessed even asking for it, but did anyway. The employee said that it was "not ready yet." I said, "Okay, do you know when it will be ready?" thinking it's worth hanging out for a few. This was an hour before closing. She replied, "Well when I got here they had just put it in, and I got here 20 minutes ago, so, it will be about two hours. I CAN'T SERVE YOU RAW PORK, MA'AM. 1. Did I ask for raw pork? 2. They're closing in an hour... it will be ready in 2, guess it's for tomorrow's customers then. No thanks. Later days, Cooper City Pollo Tropical read more

A horrifying experience! I don't like writing one-star reviews, but this Pollo Tropical earned it. My family and I consider it lucky when the caesar salads aren't a quarter-filled with water, and the chicken is always dry. It never takes less than ten minutes to get our food, even when there is nobody in front of us. Today was what determined for me that we would never come back. The woman in front of us was asking to taste almost everything on the menu, but the teen girl who was supposed to be taking her order was texting on her phone! To whichever girl serves around 5:30-6:30, you should be fired for such behavior. Disgusting. read more

Worst pollo ever. This is a shame because it is in a good location. Went through the drive thru around 9:30 pm on a Wednesday night and they were out of almost everything. My husband wanted a tree leches desserts and not only did they not have it but they told us they had NO desserts at all. The menu lists about 5. I ordered a tropichop and I reallllyyyyyy wanted the cilantro sauce buy they were out of that as well. I read another review that said they ran out of sauce as well. This is unacceptable and if accidental should have been a one time mistake. When we pulled up there were about 4 employees in the drive thru window playing around and having personal convos. Hello this is work!! I give them 2 stars for the food. This place needs to clean up their act because there is potential and ppl live pollo when they get it right. read more

Horrific customer service. They had us waiting for 15 minutes to get our order at night when there was no one in front of us and no one in the drive thru. Thankfully, someone came out of the back to take our order. We ordered two whole chickens and we were then told that they don't have whole chicken and that they only had dark meat but that they would charge us the full chicken. I ended up walking out. Poorly managed. read more

I keep giving this location a chance since they're close by, but they always fall short. I don't understand how they don't have it together yet. I usually order a small tropi-chop, you would think easy enough. There were 2 instances where they forgot to add meat the dish. Today, I was handled a garlic cilantro sauce that was leaking and dirty, I asked the lady for napkins so I wouldn't dirty my steering wheel and she said "you have napkins in the bag". Are you serious, lady? My hands were filled with cilantro sauce! My soda cup was also half full with very little ice, it looked like they handed me one of the employees cups. Ridiculous! Better to make the drive to the Pembroke Pines location. read more

Writing this review while waiting for my food in the drive thru. I've been literally waiting for over 20 minutes and it's not the people ordering, it's the service. read more

Came in for the first time to grab lunch and while I was ordering the cook was behind the cashier eating while cooking. Gross!!!

2 for the chicken and the guys in back cooking it . The rest of he staff were terrible. Completely messed up a simple order. Attitude by the Mensa candidate running the register. Garbage cans were overflowing . I watched 2 people just walk out while I was eating. Not a good experience. read more

We went to this pollo tropical and when we asked for pineapple rum sauce, they were out. But Natalie and Michael were so kind to quickly whip up some for us. Great employees!! Deserve a promotion! read more

Normally I am a fan of this chain. This location opened recently. Avoid it. Don't go here. I went in for two small tropichop orders and they were out of yellow rice. That would have been fine and I would have selected brown rice but 45 minutes later they are telling me it will be another 17 minutes. This was after problems ringing me up and other issues. Six times I was asking as I was in a hurry. Horrible response. Did not Comp my meal which was frankly very low $ as I was getting smalls with no sides. They were not busy and with this customer service should not and will not be. The final "meal" was half full for the tiny portion because I complained. I couldn't be more unhappy about this transaction for something that should be very simple for me to want to keep coming back. Go to Pines or Davie instead. They don't know how to treat people fairly here. read more

I always liked pollo tropical, but this location (Cooper city) is the dirtiest and I will not go there again. Floors, counters, condiment counter... realty disgusting! Make the food taste like &$&@ as well. read more

A great place for a quick delicious meal! I was staying at nearby Camp Elmore with some hungry, traveling Boy Scouts. The friendly staff was very patient with all the boys, and got us all happily fed and on our way. They cater too! read more

I can't understand how a brand new Pollo Tropical like this one cannot seem to get the food or the service to be anywhere near the standards of this franchise? We were very excited to see this location be built only to find out the staff is lacking in general customer service experience and the food simply does it compare in taste to any other location we have tried. I personally will notify the franchise regarding the experience we along others have posted here. How can you honestly get chicken and rice wrong with all the training and support provided by the franchise? read more

TERRIBLE SERVICE GOT TO THE STORE AT 10:30 and they would not serve me food, they waved me away and told me to leave. 30 minutes before closing! read more

Food is good as is the service at the drive thru. I stopped buying the plantains cause they are always burnt and greasy. Everything else I've ordered has been good. Good black beans and chicken especially. read more

I ordered a quesadilla salad and they barely give you any dressing. On top of that there is so much water at the bottom of the container once you add the small amount of dressing within minutes the salad is soggy and is not edible. That was a waste of $10 I will never get back! read more

Horrible service! Have been to this location a few times and each time gets worse than the previous visit. They constantly run out of food early and won't remake it after 5pm. They also forget to give you the dinner roll that comes with the platter. Spoke to the manager and he didn't seem to care. He just gave us corporate number & told us to complain. I no longer go to this location. read more

Brought 10 scouts here from Camp Elmore. Easy fast food choice. Different choices then where we are from. So that's a plus. I know it's a fast food place but it was clean and staff welcoming. If you are at the scout camp. Gibe it a try read more

First and last time getting a quick lunch at the drive thru here! Ordered a chicken quesadilla wrap combo with side of yellow rice and vegetables and un-sweet ice tea. When I got back to my office to eat my lunch, in the bag I found SWEETENED tea, this little thing they call a wrap that does not resemble any wrap I have ever had (and it was cold) and fried yucca! How does rice and vegetables even sound like fried yucca when ordering??? Total waste. read more