The food is decent but the portions are a little small which I expect for the price. Also, it took 20 minutes to get my quesadilla wrap and Caesar side salad. People who ordered long after me had received their food, some of them even had my exact order and received theirs first. The manager casually said it was because "some orders weren't showing up" as if that was an acceptable excuse. I stopped here on my vacation so I doubt I'll ever be back, but if this is what the average Miami foodie has to deal with, I feel sorry for them. read more

Receipt Code: 7611 2021 0103 9129 Employee: 121816 Name: Annaira I regret to inform that I had a negative experience while being assisted by your employee Annaira. I have been going to this Pollo Tropical location for over 8 years and I've never had an issue before. Upon driving up to the cashier window, I noticed Annaira and her discontent, stressed, unwelcoming facial expression. As I always do, I greeted her and ask her how she was; she didn't respond. She never so much as looked toward my direction. Annaira nodded her head and refused to acknowledge my presence. I don't even recall her confirming the total price. I handed her a $20.00 bill, she snatched it from my hand and handed me the change. As she was ringing the cash register, I told her I wanted several sauces and dressings. Annaira never looked my way, and she didn't respond/acknowledge my request. At this point, I was offended and upset; due to the lack of basic customer service. I remarked in a pleasant tone, "Excuse me, can you hear me?". She kept on looking at her registry and hastily and rudely nodded her head yes. She didn't even verbally respond. Her attitude and demeanor were that of an unappreciative, disrespectful person who is either not trained or not capable of handling in-person-customer interactions. I truly felt like I didn't matter to her. I didn't feel valued, appreciated, nor that I even existed in her world. The complete interaction took around 5-7 minutes, and not once (even after my several unsuccessful attempts) did this employee speak to me; much less even engage in eye contact. I'm really disappointed overall with this experience; and I am unsure if I will ever return to this Pollo Tropical again. I would rather go out of my way several miles, than to have to deal with the humiliation of dealing with Annaira. read more

Ohh so good. This is my fast food stop when ever I am in Florida. I have never had a bad experience here. The chicken is tender and spiced just right. The plantains are sweet and soft with the perfect amount to crisp on the outside. The ribs are fall off the bone. The service was good though a few times the person taking my order was not very fluent in English. The prices are great especially considering the amount of food that you get. Earlier in the month a friend visited Florida and she is now hooked(plus she brought me some back- which tells you its good if you are still licking your fingers off of some reheated food). read more

Pretty cool. Your order is taken in line before you get to the speaker (if the line of cars waiting is long). That way your chicken is done by the time you get to the window to pay. Interesting system. I've had to make major waits at times when the chicken is being put on the grill as the order is placed. read more

Great Pollo Tropical. They are quicker than most other Pollo Tropicals I have been too. Parking can be a bit of a pain. Staff is friendly and most importantly the drive thru didn't screw me and gave me 2 of each sauce that I asked for. read more

Pollo tropical is our family's favorite restaurant! Even my nine year old loves it. We always get the Tropi chop with chicken . I really like how they bring your food to your table. however, sometimes the chicken isn't as good as other times. It always has great flavor but sometimes it's a little fatty. We also love the sauce bar! Oh, and the Plaintain's are my favorite read more

I honestly, like going here--I love fried yuca!!! But there has been times where I have order food from the drive-thru and my chicken is uncook. read more

Do not go here. In the past 6 months 2 people I know have gotten food poisoning from the chicken. Also one time I had arrived about half an hour before closing and ordered the chicken Caesar salad and went all the way home to discover no chicken! How can someone forget that? It's just not worth it and who wants food poisoning? read more

I order a half chicken with Cesar salad and mashed potatoes. The manager Yunier took my order. When I receive my order, I noticed there isn't any Cesar dressing. I asked the lady who prepared my food, who said they were out. She then asks, "why didn't they tell you". I said no one told me and the manager took my order. She said go ask him. I ask him why he failed to inform me. He said oh sorry I forgot. For the record, this all happened within 5-10 min of my order. He was still standing right there and made it seem like he did not care. He then told me there are plenty of sauces at the bar that I can put on my salad, such as curry and chipotle sauces. I don't recall the last time I had a curry or chipotle Cesar salad. He kept saying sorry and that walked away. This is unprofessional especially for a manager. read more

Awesome choices for bbq sauces, and the make your own Tropichops are a great deal. Friendly staff, clean store, easy on/off to the Turnpike. read more

Got there at 10:31, supposed to open at 10:30. Door's locked. Waited a minute in the So FL humidity. Saw worker taking trash outside. He passed twice. Then he brought a bag of food to a parked car. Weird and upsetting. Inside could see another worker sweeping and cleaning. Set Iphone timer for 5 minutes as my waiting limit. Got to be 10:40, still locked. I left and decided to wait until Chipotle opened at 11 read more

Regular service. Drive-thru is quick, with mobile device order by employee in drive thru area. They didn't know of any current coupons, they were not helpful in that sense. But, they were quick and food was fine....... read more

Gave it to my dog! I've eaten in Pollo Tropical many times, including this location. This time, however, the Tropi chop was just gross. First off, it was all dark meat instead of white meat. Also, it was fatty and gristly. I drove through, so I couldn't do anything about it. Maybe that's why I got the dregs. Anyway, hopefully the dog liked it. read more

I love to eat at pollo tropical! The taste of the chicken is amazing! And its very inexpensive. The white rice and beans are made great! Oh and the fried yuca is amazing! read more

I'm not usually one to leave reviews, but after receiving the horrendous service at pollo tropical I was compelled to let everyone know about my experience. First off, when I got home I discovered that half of my order was missing. In my opinion, I think it is the restaurants responsibility to follow up and ensure that they have COMPLETELY fulfilled my order. Moreover, the food itself was not appealing. Their yellow rice was extremely sloppy and pasty. And their chicken was overcooked and dry. Overall, the service and food was very repulsive and I'm very disappointed in Pollo Tropicals failure to provide even mediocre service at best. read more

Pollo Tropical has always been one of my favorite places to eat. But recently my trip to the pollo on 116 & 152nd was pretty disappointing to say the least. When we pulled up to the drive through to place our order .. we were greeted over the speaker by an employee who seemed to be in quite the hurry. She barely let us get a word out she askd us could she take our order then proceeded to say hello?! Hello?! Can i take your order, are you going to order and my husband had to say could you please give us a second to which she replied.. thank you for letting me know you needed a second it would have saved us some time. Then when we started to order a new employee answered with a not so happy tone. We were trying to place the order while our 2/5 year olds were trying to get a word in on there plates. And she wasnt to happy with that she had the biggest attitude and kept asking are you done? Then when we pulled up we asked to speak with her but she would not come to the window . All we wanted her to know was - your not the only one who has bad days. And thats not an excuse to execute your job poorly. We will no longer be eating here . read more

Horrible customer service...sadly the worst one I have been to. Very unprofessional behavior from the staff!!

I love pollo tropical but after how the food was today I don't think I will ever be eating there again. I ordered through the drive thru and I usually always stick to my preference which is a chicken tropichop and yuca bites. On sundays it gets very busy so the wait is about 10-15 mins. When I get my order I ask for extra curry mustard which I love and the manager gives me a face, as if he was hesitant to give me some. Well as I am driving home, I took a sip of my raspberry ice-tea and it was completely water downed. At this point I didn't want to turn back around just for the drink. When I get home I start eating my tropichop and it is mostly rice than anything. The chicken was a bit too burnt, the tomatoes were too soggy and the amount of curry mustard they put in the sauce container is definitely unbelievable. The fried yuca werent even crispy. I felt like I wasted my time going there anticipating a good meal. They are too worried about keeping up with the demand of service that they are forgetting about the quality of it all. read more

Horrible customer service on drive-true always forget something in my order !!!! im no going more because I'm losing my money

I really enjoy this Pollo Tropical! It has such a friendly staff and it's pretty quick! I rather drive a bit farther but the service is worth it! read more

If I could give 0 stars I would, the general manager was the biggest and most stuck up rude and horrible person I have EVER encountered in the customer service business. I ordered some chicken and rice and that was OK but I personally had a Quesadilla Wrap, it was worse than school food, and school food is horrible. It was first, a paper-thin tortilla, it was horribly stuck to the paper, and the chicken was this gooey nasty combination with some yellow substance that I can't even call cheese. I also had fries, and let me tell you, for the price of these fries I can get more fries at McDonalds, or in fact, the Burger King next door! They were these soggy barely crisp things with barely any salt. My dog could make better fries, and dogs are much smarter than the General Manager at this hell hole of an establishment if you can even call it one. Had bad experiences at places before but never had such a disgusting and horrible at once. And this place achieved both, which is pretty hard to do. Will NEVER EVER come here, and I suggest you steer towards the Burger King next door which is probably 150 times better. I wasted 21$ today and will NEVER waste again! DO NOT COME HERE!!!!! THE GENERAL MANAGER IS EXTREMELY STUCK UP AND RUDE!!!! 0 STARS IF I COULD INFACT, NEGATIVE STARS!!!! read more

WORST Experience ever. Yo start the guy outside taking order didnt have a menu and the line was all the way to the 152nd. I brought some friend to experience the food. We ask the guy for menu and he just answer I dont have any. I told him that its the first time for 2 of my friends and that I wanted to wait to get to the menu board which he replies no one is going to take your order there that it was only with him. While he was talking to someone over the headset one of my friends ask to repeat what the sides are and he repkied "I just told you" very rude personal so I ask for name cause he didnt have a name tag and ge never did. It took me 28 minutes to get to the window and when I got there the guy at the window had the nastiest attitude cause it was 10 and he needed to leave plus we had to wait extra 9 minutes for him to gave us the food. If this is a franchise I suggest to Pollo Tropical to look into it. The name of your brand its been tainted with this place. I will never promote this place and I will put reviews on all web search and food apps. Employees need to be more respectful to customer, they have a job because of us. read more

First time trying this chain. Cashier was not very friendly, had a very impatient tone. Got a chicken quesadilla wrap which had a good flavor but had chewy chicken, was lazily assembled, and was cold. Fries were stale and cold, tasted microwaved. Everything was thrown haphazardly into the bag and barely wrapped. Asked for an unsweetened iced tea (don't know if they even have that, but she didn't say if they didn't--maybe she wasn't listening) and she gave us a mango tea which tasted fakely sweet, was warm, and was not what I asked for. View thru the drive thru window showed a weird dirty looking storage room full of shelves with boxes... Will not ever go to this chain again. read more

Ok I'm Cuban so I'm huge in Cuban food, and I loved the food everything tastes as close as you can get to home made loved it!! But last night wen I was there the service sucks everyone looked like they had a bad attitude all the seats were dirty like no one liked to clean or wanted to be there other then those big points it was yummy food wise definitely try the ribs! read more

U have to get rid of that fat cook,that's one nasty person to be handling other people's food,hat sideways like he's some kind of gansta, eating pieces of the same food he's cooking ,throws the chicken from the grill to the table behind him like is trash , drinking water on top of the chicken he's cooking and then shaking the cup empty on top of the grill with left over water and backwash all over it ,doesn't management see this ??? I don't want a person like that handling my food read more

I went thru the drivethru at approximately 8:20 pm on 10/7/13. I ordered a Lrg. Vegetarian Tropicop with brown rice and all the toppings. I asked for light on the rice. I repeated the order THREE times, so you can only imagine how upset I was when I sat down to eat and found chicken through out the dish, large clumps of brown rice and no green peppers and onions! I live a distance from this location and should have gone to the location in Perrine which was closer to Cutler Bay. I called the store. The person that answer stated "No speaka English." After saying manger a few times, she called for the manger. Ashely answered the telephone and was very apologetic. She offered an excuse, which was not acceptable, but she did however offer to replace the meal. I didn't return tonight because of the distance. Ashely did state that she would put my name of a list. (Why do they need a list, does this happen often?) Ashely is the only bright bulb in this dismal experience. I will reserve additional comments until I receive my replacement meal. read more