Ok, people, there gotta be a limit to this review site. READ THE NAME!!! For those who is not familiar with Spanish/Hispanic languages, Pollo is not Polo, is "chicken" in Spanish. I've had tried many foods around the entire East cost, and I voted 1 star. This is not soul food, it's just BAD FOOD! Don't even bother go and waste your money. McD is better then is! Oh, ohhh, McD gets 2 stars from my by the way. read more

I want to start off by saying that if i could leave 0 stars i would, about 10 minutes ago i went through the drive through and a curly black haired girl with a neck tattoo attended me, i was buying three tropichops and when i asked for cilantro sauce she gave attitude and slammed the window and only ended up giving me one also at the end when they forgot to give me the receipt as i asked for it i heard her say to the manager "they want their receipt" to the manager as she rolled her eyes i ended the interaction by saying have a good day and she just rolled her eyes read more

This is the only pollo close to me so I'm a regular customer and they always manage to mess up order even if its in person, the drive through or even a food ordering app. I don't know how headquarters haven't changed up this place. Also, who's idea was it to remove the waffle fries?! read more

The worst service ever. I've been a pollo tropical customer for years but I recently moved to West Kendall and I went to buy dinner for my family who only eats dark meat and I was told that they did not have a lot of chicken (during rush hour) and I had to get breast. How can they try to dictate what you are going to eat when you are paying for it? I pay to eat what I like. Not my fault they do not produce enough to cover the rush hour demand. Thankfully, there are so many options where I can actually get the service and food I want. Very upsetting, not to mention the attitude of the drive thru guy, who clearly hates his job. Terrible. read more

Horrible service and bad quality of food, by far the worst pollo tropical I have ever been to.

I'm very puzzled because I don't understand how every single time I go through a drivethru here i never get my sauces never get a straw no napkins no fork ever it's constantly every time I come here shit service and okay food read more

This Pollo Tropical used to serve fresh, good food but lately it's been a hit or miss (mostly miss). The rice is often hard, cold and uneatable (I saw a server SCRAPING the bottom of the pan which already had little rice in it, serving guests the worst of the rice) and the chicken is sometimes dry and under cooked. The employees are unfriendly, impatient and do not clean tables and chairs properly (I once saw an employee here coming in and out of the bathroom with the same gloves!) and the sauce area is extremely unsanitary and always dirty. It seems that they have a complete disregard for the health of their customers. I would not recommend this location, and if you do happen to buy here by drive-thru, I suggest that you check your food before leaving. This location's management is a mess and decent, fresh food is getting harder and harder to get. It's a shame, this used to be a good place to get healthy and decent food. read more

Bro, I feel like the employees don't listen to your requests! If I'm asking you for one thing, why can't you do it? It's not the first time they get my order wrong. I just went through the drive thru and asked the lady that took my order to give me a chicken noodle soup just the fluid with corn. Do you think they did? No!!! I'm sick ass hell, and all I wanted was legit just soup like the water and I asked her if she could comply my request and she said yes. But now when I get home, she clearly didn't pass the message or the employees just don't care to look at the order. Worst customer service. I get it, they're busy but at least try to satisfy the customers. No wonder your store only has TWO STARS!!!!! read more

I am a regular at Pollo Tropical, but this one in particular splits the breast of chicken. I ordered breast and wing and got only a quarter (1/4) of a breast and a very small wing. Don't think that I'm coming back to this particular location. read more

I've been here on several occasioned and this particular location is well kept, clean and spacey. Chicken is always good. They have wraps, waffle fries and ribs in addition to chicken. Service is glad read more

Where's the pork in my tropichop? All rice and bean and Kevin P. is correct, check before you drive off!

I love Pollo Tropical's food but this location is managed very poorly. I expect for there to be a crowd during lunch...but waiting more than 10 minutes at a fast food restaurant is not acceptable. Knowing when rush is, and staffing accordingly, is essential to keep customers happy. read more

Horrible drive thru service... with a continuous backed up waiting in line. They are not paying attention as they hand out the orders. Always missing something. The food was cold by the time I made it home five minutes later. More aggravating that it was missing part of the order. read more

This spot was packed midday on Saturday! There were 10 cars in the drive through and at least 15 people waiting for their orders, but fortunately they got everyone out quick and efficiently. The food came out hot, well cooked and had a ton of flavor. Couldn't ask for anything better with fast food. And, the location was clean. read more

Brought my Mom for dinner. Ordered her meal and didn't expect it would take 25 mins to get the actual meal. Extremely SLOW service, not enough cooked chicken, and incompetent staff. I Do not suggest you come as it's not a fully functional location. read more

This WAS my go to place . Good chicken at a fair price. Not anymore. The place has a serious ROACH problem. They were gigantic and crawling up the wall near the cashier. I had just placed my order and I heard the cashier scream. Someone handed over a pesticide and a customer sprayed and crushed it with his shoe. I was stunned. People were still in line inside waiting to order. At that point I went back up to cashier and asked for a refund. I told them I didn't want my food because of the roach incident. The refunded it but there was no apology . Terrible customer service. You can see employee handling chicken on the grill with their bare hands. STAY CLEAR OF THIS PLACE. I would give them a star minus if I could. read more

Foods good because: Pollo Tropical. But service is subpar. Expect your order to be wrong, if it's right you are lucky - go to the nearest quick stop and buy a lotto ticket. Also, if you dare to ask for any sauce/toppings be prepared for the stare of death. I'm pretty sure they teach it in new hire training. Still worth it, because POLLO TROPICAL. read more

Thos.placed is managed soooo poorly... your need to get here before 6pm. They never have enough chicken cooked. They should really pay attention to the their trends and cook as they trend. Always a 20 min wait or more. Tonight I waited 25 mins for a family meal to go. I asked cashier before order what the wait was they said they had enough. read more

I dined in today waiting for traffic to die down before a 50 minute drive home. Empty establishment and one patron in front of me. The person in front of me was handled with good customer service, i was not given the same gesture. After i ate, i decided I'd get A bottle of water instead of the fountain drink i didn't drink from. Whether i had to pay for a bottle of water or pay the difference from my drink would've been fine with me. Again, one patron in front of me (white; and I'm only saying this now because i noticed a pattern), was serviced with good customer service. Again, no one behind me, i stood at the counter as the employee turned her back to me as soon as it was my turn and completely ignored the fact that i was standing there. She had on a plain black T-shirt and no name tag. I stood there, minute after minute after minute not believing this was really happening to me. I don't do confrontations, so i didn't say anything. Eventually, what seemed to be the manager, stopped what she was doing, to assist me after finally noticing ONE PERSON at the counter not being serviced. I asked her if she would switch my drink to a bottle of water which she did and said there wasn't any cold bottled water so I was offered a bottle of room temperature water, which i actually prefer. I said thank you, and exited to my car, which i am now writing my review. I don't write much reviews, but the actions of this young lady was very unnecessary and I'm really saddened by it. It seems now that in today's society, these actions are not even unexpected. I hope this all Latin staff gets training in discrimination and proper customer service. read more

Terrible employee attitude every single visit. They should hire people who actually want to work.

I went there last night by the drive- thru and order my meal plus salsa and the garlic cilantro sauce ... when I get home to eat it I saw my garlic cilantro was spilled all over inside the bag. So I figured well I will just use the salsa but it was basically just a teaspoon and it even looked like it was picked up from another costumers table... I automatically reported it to Pollo tropical via website and the manager called me right away today which was nice and she offered dinner on the them but although I agreed cause I didn't want to be rude since she was being nice but that isn't even the point! The food was pretty bad too! read more

Just encountered the worst customer service with Lady! I waited an hour in the drive thru and my order wasn't right.. so I went inside to get my order situated.. I spoke to the cashier, then he talked to lady then lady started arguing with me and things got out of control! read more

They don't even have chicken at opening hours. You are "Pollo" tropical hence the Pollo is in your name. You're supposed to have chicken! The staff is so rude! read more

Pollo Tropical is always good went through drive thru,quick and easy ordered Chicken Thigh,Cornbread and Waffle Fries it's great and staff is friendly read more

This franchise has the slowest service in Kendall. They seem more interested in talking amongst themselves than serving customers. There were plenty of available tables but the line to order was stretching out to the door. This is not the place to go if you're looking for fast food. read more

Don't order the chicken breast meal. I have ordered it multiple times and each time they skimp on the chicken breast. The menu says you get 2 chicken breast but here you only get one and maybe a quarter of a breast. At first I thought maybe pollo tropical changed the meal but when I order from other locations I get 2. I know it seems like a minor issue but they charge the same price for less food. That's not right. read more

This place is a joke. I've come by on more than one occasion where they've run out of chicken breasts, which is ridiculous. That's like McDonald's saying they've run out of hamburgers. To top it off, they serve you burnt chicken completely black on the outside because they pile burnt chickens on top of each other like a factory instead of cooking them properly to order. You'll have to ask specifically for chicken that isn't burnt and hope they don't give you an attitude. read more

Honestly I don't even know anymore, I used to be a assistant manager so I don't really like judging or talking crap about a company but god damn.... I always give them a chance and still go back I don't know why maybe because it's the closest to my house. I always get a tropichop rice beans chicken corn and tomato that's it.. every time I get it there's always something wrong with it. I literally got 5 or maybe 7 little corns..... and a lot of rice... another day would be barely rice but a lot of corn or tomatoes like use a measuring cup correctly I'm not asking for them to put more than the usual because they have to follow procedures.. and I know they aren't using the measuring cups because sometimes they put the right amount equal everything... whatever that's not even the point I have to double check my food all the time because they have given me the wrong food before or forgotten to give me something I bought but on the positive note: the Assistant manager is super nice and the employees are nice as well and the place is very clean and the lines may be long but they try to avoid it. I don't want to come back here anymore literally I'll just drive the extra mile to the other one near by I'm tired of the disappointment here today my rice was extremely salty it's always something. read more