Update: immediately after my review pollo tropical contacted new back to ameliorate the situation and offered me a voucher to dine back. Although the night was spoiled with dry chicken, I so appreciate the gesture with prompt customer service to make things right. When my voucher comes in I will be willing to dine again, and hopefully eat some juicy chicken, Thank you!! I decided to order some pollo tropical for a family member who was feeling ill. Ordered the chicken breast with rice and beans. Instead of surprising my family with a tasty pollo meal, they got a very unpleasant dinner delivered! The chicken was bone dry and not edible! I have been trying to reach the restaurant to speak to someone to help fix my order with no avail. It just puts you on hold and after 3 Minutes it send you to a voicemail. I've left two voicemails and a message on their website. They specialize in chicken!! No excuse for a dry hard chicken!! read more

Pollo Tropical - a plate of food on a table - Latin American Near Me - Miami, Florida

The last 3 times I went there the chicken was way overcooked. I had gone through the drive thru. When I got home the chicken was burnt like it was yesterday's. If you order thru the drive thru check your order before you leave the premises. Or, it could happen to you! read more

If you ever wondered what it feels like to pay full price for half an order, or sometimes no order at all, this is the perfect spot for you. Three days ago, I ordered a platter -- surprise, surprise, they forgot the beans. Yesterday, I thought maybe lightning wouldn't strike twice, so I tried a boneless chicken platter. Guess what? They forgot the chicken. Imagine Pollo Tropical serving you a platter with no pollo. That's like Starbucks selling you an empty cup and calling it a latte. When I went back to confront the manager (because who wouldn't?), he admitted this time it was their mistake but claimed last time it was mine. Apparently, when I returned the entire package last time, he later "found the beans" in the bag. Maybe he has a side gig dumpster diving, who knows. And instead of apologizing, he doubled down and got rude. Bold strategy -- rob customers of food, time, and money, then accuse them on top of it. Honestly, I should've called the cops for the little robbery going on here, but I decided not to waste any more of my life at this filthy place. I did call corporate though, so let's see if they care enough to do anything or if this manager keeps running his comedy show. So yeah, if you enjoy paying for food that never arrives and being accused of lying about it, this is your spot. Otherwise, do yourself a favor and eat literally anywhere else. Also i think the managers name is Jose. He was in red Tshirt. If you guys had the same experience then please share it. This place doesn't even deserve a 1 star TBH. I love pollo tropical but the management at this location is awful. read more

atendieron como quisieron quise una ración extra de arroz y frijoles y no me la dieron aparte de eso la comida no vino con ninguna salsa. Fui buscando comida para tres y no alcanza ni para una sola persona. pésimo servicio read more

They thought this looked good enough to package and send out the door? I ordered this through Uber eats. Your manager should also be fired for allowing this to be packaged and sent off to pass as food. This is disgusting. Look at this! You should be ashamed, whether you cooked it, packaged it, or bagged it....be embarrassed! read more

Pollo Tropical - I would be embarrassed to put this in a box and try to pass it off as food. - Latin American Near Me - Miami, Florida

The beans are clear m. They taste like if they added water to the pot after they were done just to make it last. Really disgusting . Please change your soda dispenser it tastes like the soda was open for years. Mind you the pork that's not mojo roasted pork. It's tastes like soup. Really disappointed . Please improve. Very unsatisfactory. Please communicate with other pollo tropical to try to improve the one by the airport of Miami 7th st nw and 57th ave is really good next to Walgreens. Service was regular nothing special take order pay and pick up. Nothing outstanding. Ambiance it's normal slow traffic in that area at this time. read more

Today I went to Pollo tropical, and tried the delicious food for the first time, and I was amazed by the flavor, the seasoning, and the overall atmosphere and ambience, highly recommended, Lilianis and Ariana have amazing customer service skills! read more

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10/15/2025 WOW. The two stars rating doesn't surprise me. The cashier was very professional and knowledgeable. I think her name is Alejandra. However, it took forever to get the tostones. It didn't bother me that I have to wait but it bother me that the server didn't say anything about the wait (4 minutes). I expect better customer service from Pollo Tropical. A simple "your tostones take 4 minutes" and/or "your tostones are almost ready". My observation is that this looks like a job for her; no need to smile or provide good service. Twice I asked the server about the status of my tostones and she looked annoyed at my inquiry. While waiting, I observed another customer complained about his 1/4 piece of "pollo". It looks miserable and very small. The same server had a big smirk on her face while telling the grill person that the customer was not happy with his chicken. Extremely unprofessional. The great service I got when Pollo Tropical opened on Bird Road and 87 Avenue is gone. Completely the opposite of the service they advertise on their tv commercial. Some of their employees need retraining. read more

This restaurant is just getting worse every single day. You are hiring managers and employees that don't even understand English and can't communicate with you. And they don't understand the coupon system. You are giving out coupons in which the managers are not aware of. Their answer is that's the application but we don't see it here or can't give it to you. This is very bad service especially in this particular location. I will never go there again nor recommend this place!!! Horrible service!!!!! read more

This is the 4th time I order a chicken soup that has not one piece of chicken in it. NOT EVEN ONE! What am I paying for? I paid $2 additional for some avocado in my tropi chop and they tossed a mangled single piece of avocado on top. Not sliced and fresh like the photo. I spoke to the manager about my last bad experience and they sent me a gift card as an apology. Not going to waste my time again. They lost a customer. Based off the other 4892058 bad reviews on this location, seems like they need a new manager? read more

Ordered 4 tropichop bowls and all are halfway full. They're like kid sized portions. I've never experienced this at any other pollo tropical I've ever purchased from; so cheap with the food. Doesn't "all the way" include beans? No beans in any of these, barely any rice and very little chicken. Not buying from here again. read more

Don't go to this place , every time I go there the manager comes shakes hands with all his Uber buddies and you get thrown back in the order , obviously there is favoritism for Uber every time I go , it's happened various times and the Uber drivers just get in front of you and won't move till they get their orders, AND THEY GOT THE ORDER WRONG ALONG WITH MANY OTHERS THAT WERE WALKING IN WITH SAME ISSUE read more

CURBSIDE PICKUP IS CRAPPY! I went to the Heat game on Wednesday and a free chop chop was given to be used through the Pollo Tropical application. I was excited to download the app and see how it worked. I ordered my 1 year old twins tropichop and picked curbside pick up because: 1st my twins were sleeping and 2nd it's a mission to take them both out just for a quick thing. Anyways when I parked I put on the app that I was there and put the parking number, it didn't work so I proceeded in picking another number and nothing. In the app it stated if you had problems to call, so that's what I did...well it rang, rang, rang and no answer just the voice saying someone will get to you but nothing. It was very frustrating cause even though I was parked right in front of the restaurant where I can see my car I wasn't going to take a chance to leave my twins in the car alone even if it was for a quick 5 minutes that's how accidents happen. After 20 minutes of frustration I saw an employee cleaning and was close to the door, so I got out and was able to get her attention. She came outside to speak to me and I informed of what was going on and Thank Goodness she was able to help me and brought me my food. I do not recommend the application! read more

From the food to the drinks. I don't recall ever having such a bad experience at a pollo tropical. From there most basic dish the chicken undercook to there new avocados cilantro tropichop. The avocado looked old and there where into balls and smashed. Noting like in the picture or from any other pollo tropical locations I have gone too. read more

Pollo Tropical - Ask for can drinks. - Latin American Near Me - Miami, Florida

Ordered a Pollo Family Meal and received only white meat. This is a recurring issue with this store and it continues to happen even after it was addressed with the store manage a couple months back. My advice is to stop the drive thru and check your bags before leaving. read more

Orrible service, made an online order and they just take around 2 hours to complete the order, 1 for the app and one after you get here and the app said you the order is ready. Pd they aske me about what was the name of my order like 4 times if they want to take order online at least take the control over the app and said to yours customers not to come at the palce read more

Costumer service here is a Joke, they will always forget something from your order and when you ask them they have a problem with it. Order to salads ask for the sauce and the young lady at the window had a problem with that, also gave me another container implying "there was sauce for both salads there" Is either management or personal but defiantly rather go to another Pollo Tropical. a read more

Worst experience in PT I've had in years. Why tears cause I seldom go to them due to cold or dry chicken. You wonder why the drive-thru was empty. Sadly now I know. So as a good citizen I call guest services-- May as well be a recording. Either they are used to complaining or did not care. Wow! One of the landmark chicken restaurants for great fast food. Start the clock cause it's over and it's a matter of dry till their business dries up as their chicken. read more

Pollo Tropical - Store and guest relations both cared as much to give great service - Latin American Near Me - Miami, Florida

The wateriest beans ever. Trying to charge me more than menu prices, and can't remember to put sauce

hola los invito a q vayan a este pollo tropical tan espectacular, venden una comida exqisita, tienen un personal súper buenos y agradables. Los invito a q prueben la fabulosa ropa vieja y compren los especiales q tienen como el tropical trío q es riquismo y también tienen un especial q es un tropicho q se llaman dolphins Bundle si compran ese tropicho se llevan un vaso gratis de los dolphins. No pierdan mas tiempo y vengan q probar la comida tan maravillosa q venden aquí. #maravillosacomida#POLLOTROPICAL# read more

Worst Pollo Tropical I've ever tried. The customer service is horrible. The staff don't care about their customers. The lines in both drive through and in person are super long. The self serve sauce table is messy and when the famous curry mustard is empty and you ask a staff member to hand you a curry mustard from the prefilled drive through line they respond rudely in Spanish with "ya le avise a la muchacha que lo rellene" and refuse to give me a prefilled sauce and instead let the customer who has already recieved their to go order wait and let their food get cold till someone from the back decides to come out and refill the curry mustard sauce container 10 minus later. The amount of rice and beans to chicken ratio you receive in tropichops is also something to dispute, the staff acts as if they are rationing the chicken and sauces. I have never been to a stingier Pollo Tropical in my life. I have written to Pollo Tropical corporate on Twitter before but apparently no one seems to care enough to tell the owner or managers that they need to address the way they serve the food, sanitation, customer service and food ratio. read more

Horrible service. I ordered a chicken caesar salad to go and they forgot the dressing. They always forget to put the sauces in the order!!!!! Why is it so damn difficult to do? And when I asked for the caesar dressing the lady wanted to see my receipt and didnt give me the dressing. I had to get it from another worker. This is just plain bad service. They also messed up my friends order of 2 chicken caesar salads and they give him 2 side Caesars instead!! read more

This is the closest pollo next to me so my family go here often since little. The last few times I've been there they have been getting my order wrong. They never have tomato for the tropichop like how McDonald's ic cream machine is always broken supposedly. If you say no pepper, they add extra pepper and take out the tomatoes. I think they're dumb. When I ask for more tomato they give only a little extra. The Mac n cheese is always burnt. The chicken for the tropichop is burnt. I don't know if it's every pollo but this one sucks I recommend not going there. read more

See photo. Good service...friendly associates but bad quality control. Yuck! Ask for your order "sans hair"! read more

Pollo Tropical - Umm...can you see the long, black hair? Yeah...gross. Pollo Tropical needs to increase their standards. - Latin American Near Me - Miami, Florida

Really bad service, they forgot to send me the plantains I ordered and the bowl were nearly empty, stay away from this place.

Today I ordered I big tropichop and they gave me a very little burnt chicken breast. I complaint to the cashier and both he an she were very rude and unprofessional. The manager no where to be found and they just dismissed me. So be very careful when you go to this store check your sides and prepare to encounter rude low class staff read more

I've been eating at this location for almost 2 years now, and unfortunately the quality of service has practically hit the floor. After a VERY unpleasant experience today in their drive thru, I decided to leave this review. Employees, it's not ok to have a conversation with 2 other employees while attempting to take an order. It is even less ok to rudely direct the customer to speak Spanish after you have failed to even pretend to listen to my order. Managers, get it together. read more

I love Pollo Tropical!!!!! I eat this every other day, no lie. Chicken, white rice & beans, fried yucca?!? I LOVE it. And to drown everything in the curry sauce, omgggg so good. And now that they came out with the cilantro sauce, Baaaaiiiiiiiii. Best part is that they have a drive through. Best idea ever if you don't feel like eating in. read more

Pollo Tropical - Latin American Near Me - Miami, Florida

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Long lines. Get order wrong. Hands you wrong order. Always out of cilantro sauce. Don't even think about ordering from this location using UberEats - they'll more than likely send you the wrong stuff, or fail to include items you paid for, they don't follow order notes. Horrible!!! read more

This fast food doesn't disappoint. My whole family enjoys it, even my gringo husband. Rice, beans, chicken, salads, frozen drinks (non alcoholic lol), fried yuca (eat it fresh), sweet plantains, corn, wraps, fries. sandwiches. So yummy. And decent prices. I usually get the 1/4 chicken combo for less than $5 (my son and I both eat from one). read more

I called multiple times for curbside. No one answered so I made the line for drive thru. Someone finally picked up like 30 mins after I first called and there was no apology. I don't recommend curbside, just get it delivered if you can't go inside because you're sick. read more

Received my tropi chop bowl without the main ingredient. Chicken! It was just rice,corn, and tomatoes read more

Pollo Tropical - Pollo tropical please, how can you forget my chicken inside my tropi chop. :/ - Latin American Near Me - Miami, Florida

What happened to the rest of the breast? They do this every time we go there. Maybe it ended up in someone else tropichop. read more

Pollo Tropical - Piece of chicken - Latin American Near Me - Miami, Florida

Ordered 4 large meals first time around they give me 3 after driving back they give me a small when I tell them it was a large she proceeded to flip the order onto a large container in front of me and tell me it's a large read more

Food is pretty standard for any Pollo Tropical. No complaints there. But we are regular Saturday lunchtime customers and unfortunately clean tables are hard to come by. read more

Oh my god. Avoid this place at all cost. There are plenty of other Pollo Tropical in Kendall. I placed an order through the App and when I got there they couldn't find it. When they finally located my order they had not even made it. Ypu think.great no problem so I watch this associate make the order. SEither she doesn't even look at the details. sje doesbt know the menu or shes a liar . It was completely wrong she got the chicken meat and sides completely wrong. when she handed me the order I questioned it and she assured me she followed the order exactly. I had to open the box and showed her how incorrect she was . She fixed it . Then the tropichop regular was smaller then the kids tropichop how does that happen. Management. organizations and customer service were nonexistent. It's easy to see why this location was empty for a Pollo Tropical. The whole expierience left a nasty taste in my mouth. We wont be back read more

WORST Pollo Tropical in town. Tried to eat there last night and they were out of dark chicken. This was not late at night, either. How does a chicken place run out of legs and thighs? On a previous visit there the cashier had to check to see if they had dark chicken available before she rang me up so apparently this is a recurring problem. read more

I absolutely adore this place. Came by today for some delicious food when I was so distracted by how good it was, I ended up leaving my purse there. Needless to say, one phone call to their restaurant and they found it and held it for me in the back until I came by to pick it up. Their staff is of the highest quality and they truly make you feel at home. I'm so grateful for them and i definitely recommend this place! read more

I love Pollo Tropical, but whoever manages this location is making me change my mind. The Lady from the drive through at 10pm on Monday 24th is beyond rude! We ordered a whole chicken family meal and they told us that they were out of stock on maduros and we also had to wait for 10 minutes because they didn't have chicken ready, which I don't mind, but the way she said it like she was doing us a favor is what upsets me. I rather take a longer drive and go to the one on 116th and Kendall, than coming to this location. read more

So, we never write reviews but we can't seem to let this experience go. It's not the first time we've had issues with our orders at this location. This time around, there were just too many errors. First, it was only about two hours away from closing time, and they were running out of meat. Although we've told them while they were preparing our order to please make sure everything is there, once we came home, we realized our order of fries were missing. So, we had to drive back to claim our fries. Then, we realized the order of rice and beans were missing. There was barely any chicken breast in our chicken order, and, to add insult to injury, there was hair in our meat. Never again. I don't know how they're still open. By the sound of the other reviews, it seems our experience isn't an isolated incident. read more