My family and I are here visiting from Texas and we have never tried this place before and decided why not. I cannot even begin to explain everything that happened. I'm trying really to stay level headed right now because it got NASTY. It all started from something as simple as a misunderstanding. My dad decided he wanted beans instead of the rice and kindly asked her if he could switch it out. She said "well that's not what you said in the beginning." Obviously he didn't say that, she's right. Which is why he was asking to just change the damn side order. I was sitting with my mom waiting for our order but was slightly listening to what was being said between them. That's when another employee got involved. One who had nothing to do with exchange. She inserted herself by saying something to the effect of "we're not here to be told what to do." Like ??? As if we were asking her to clean the already shitty shit hole this place was. That's when things got out of control. My dad told her he wasn't even talking to her and she responded with defending her people and asking for respect and to take what we are given because apparently my father would be lucky enough to even get his food.....that he fucking paid for. They went at it after my father told her to simply do what she's there to do, her JOB. She began to yell excessively that she's " professional" and that she isn't going to take shit from customers. What shit!!!! The shit that she started from a stupid fucking side order??????? That's when my mom got up to calm my dad down and tried to minimize the escalating situation. Which only added fuel to this woman's non existing problem. I'll say my mom is a very non confrontational person. At all. This seemed to make her see red since my mom wasn't phased by her yelling. This whole time I'm waiting for some employee...any fucking employee to step in and takes this lovely professional away. But nope. Not even a manager. They were busy enjoying the show. It never de escalated. Some things you may want to know about me; I have major depression and major social anxiety and avoid people at all costs. Never in my mind would I think I would have it in me to literally go insane. Yell at my dad all you want because he was the doing the same back. But since no workers were helping to shut this shit show down, it was my mom who tried to. Now, to attack her when she wasn't attacking you, was when I cracked. Never have I felt so disgusted by a human fucking being. I attempted to get up and hit record on my phone. When she saw this, I guess it was my turn to be criticized at. This was when she said she was going to "sue me." I said, "seriously? Your saying your being professional but why are you acting this way?" She then attacked my appearance so thank you for that because my self esteem is already on the floor. It shouldn't hurt when strangers judge the way you look but it did. And this is when I unfortunately sunk down to her level. I never understood when people say they black out from being so angry until now. After hearing how ugly I was, and being called a stupid bitch was when I told her to shut the fuck up. This is where we went at it to the point where she was going to hop over the counter and attempt to fight. That's when the wonderful workers decided to step in and take her to the back after 15 minutes of this nonsense. And this was also when I scared my parents to death with my shaking and redness of my face. After all this I stepped out because I figured it would be the right thing to do to calm down. I debated on calling the police but why waste their time over NOTHING. I stayed outside to wait for my parents. A manager came out to ask what the problem was as if she heard nothing. Because this stupid place is "huge" I bet. I signaled her to keep her distance and to go back inside. She did. When my parents returned they thankfully got their money back and gathered info on the lady. Which honestly, I don't even think they probably gave us a real name. And even if they did, I doubt they would fire anyone. They told me the time they were still in there the lady was still yelling from the back of the restaurant. They also said that the manager was telling them that they have been having problems with this particular worker because it's happened before in the past. Well obviously they do not care to release her or even fucking talk to her if she's STILL THERE. I apologize for my actions and my fathers for stepping down to her level, but you could only take so much shit talking before breaking. Never tried this place before like I said, and I will never, ever, want to again. Disgusted by the all the employees involved. Hope you all enjoyed the show. Had to write this to release it from my system because I never want to act this way again. read more

This place sure beats the hell out of other fast food places. The chicken is always good and I love that there is a drive thru for when I'm on the road and want to eat on the go (or when I'm too lazy to get out of the car). And the prices are cheap! The curry mustard sauce reminds me of one of the dipping sauces at the Melting pot- so good over rice and chicken. The guava BBQ is so yummy too. Try the plantains for a little something sweet. read more

Great value..... Especially when you fill out the survey on the back of every receipt. You get a free 1/4 chicken w/ rice & beans with a purchase. Restrooms need an extreme makeover. read more

This bullshit ass place is horrible!! Rude people! I went to 45th st location first and they were out of chicken. Then I drove to this Okeechobee location starving as hell after a long day of work at 11:25pm more than half an hour before closing time, I walk in and some lady tells me I can't order inside and I need to go to the drive through. I was extremely irritated by this because there were a lot of people in the restaurant and the drive through was packed. I get in the drive through and wait and wait and wait and wait and wait and wait for 22 min (no escape as there are cars behind)then I get to the speaker box finally and the bitch with her attitude tells me they aren't serving chicken so I'm stuck! You're company needs to have people outside letting them know there's no chicken or have some type of exit for the drive thru I'm NEVER coming to any Pollo Tropical again! They have no idea how to run a business! read more

I came here about a year ago to bring my grandfather out to eat because he said he liked this place and back then I did as well. Today I'm visiting Florida (west palm beach) again and he asked if we could go there. So we went with my father my grandfather and I. When we walked in the was a nice atmosphere. After waiting in line for about five minutes (not bad) we were helped by a young man who took our order, so I started with what I was going to order but apparently he didn't speak English very (ok it's fine). He began and continued to mess up my order and asked me questions and I had no idea what he was saying. Finally he gets my food right ( chicken, rice, beans, and flan) and moves on to take my fathers order and he asked for (which I heard) pork, white rice, and black bean. So the guy began to speak and I don't know what he said neither did my father. So we ask what he said and he just kept repeating himself in either English or some other language but we couldn't understand him. At that point the guy just moved on from my father to my grandfather again the exact repeat of what happened to both of us before. Finally we got our "order" down (15 minutes) later. I have a lot of patience so this didn't really trigger me but once we started to wait for our food started to notice that almost no one working there spoke proper English. Anyway so I went to fill up my soda cup and as I'm getting a straw this cleaning lady ( worked at pollo Tropical) came up to me and attempted to tell me something in English but I didn't understand so she began to make body motions to tell me what she was attempting to say. She was telling me to clean up this mess on the counter next to me. I told her I didn't make the mess but she kept telling me that I had to clean it up. So eventually, whatever I just picked it up and throw some things away and put some back. That really pissed me off and it pissed me off even more when I started to think even if I did make that mess (I didn't) it is still her job what she gets paid for to pick up the mess. So finally we get our food when we get back to the table my father didn't get his beans and rice and I didn't get my flan. So we go back up to the counter and get my flan but they won't give my father the rice and beans he just disregarded it and sat down but it still bothered me how this place was run. As we began to eat our food I noticed that my grandfather wasn't eating and I look at his chicken and it is completely burnt black. So we cut off the outside and he began to eat the dry chicken on the inside, so dry. Also my chicken was super dry on the inside with no flavor. Eventually my grandfather and I are angered and disappointed of how much the restaurant sucked and we just threw our food away. However my father did indeed enjoy his pork. So anyway we storm out and was thinking about throwing my flan away but I took it thinking I should at least give it a chance. As I was eating the flan I think that the top was a little to hard but the center was good. One main thing part of flan is the Carmel paste that saturates the bottom of it but because it was in a plastic container cup it was a puddle of it. Usually you can drink the Carmel liquid so I did the same on this one "BIG MISTAKE". That was the most bitter thing I've tasted in my life it made me gag and I almost vomited I would rather spray cologne in my mouth that's how bad the liquid tasted. Over all DO NOT GO HERE save your money or go to the McDonald's or Chick-fil-A across the street. Please feel free to do as you please this is only my personal opinion based on my experience with this place you are entitled to do what ever you please. read more

This is by far the worst pollo tropical in the system. The lack of customer service is the norm here. I have been to this place wice and nothing has changed. The woman working the drive thru really needs to be educated on working in customer service. The only thing out of her mouth was, "$11.35" how truly sad. At Pollo tropical it's just hand the bag of food out and say nothing. I even said, " Have a nice day" "and there was no response. This is not the first time this has happened at this store. The same thing happened a few months ago. The last time I was there I was in the dining room and cleaning tables was out of the question. I saw no one out wiping dirty tables. Management feels that this is ok. Maybe they should let Chick-fil-A teach them what real customer service is. It all works out in the end. Pollo tropical can live without me and I sure as hell will live without ever setting foot in another Pollo Tropical again. read more

I hate this location! The only reason I'm giving it 2 stars is because the food is good. The workers aren't that nice. They all look like they don't want to be there. They are slow and most of all, if you go through the drive through before you pull away, check your food! It almost never fails that something you asked for won't be in you bag. Not all locations are like this, but this one is the pitts! I won't be coming back to this one. read more

The only negative thing that I can say is that it was a little dirty. Besides that, the food was great and the service was quick.

I've been yearning to open up this franchise in Texas. I can see much money to be made from the food served here. So your wondering why I'm so confident that it can be a cash cow for a city like Houston, San Antonio, or Austin? This is why.......... The decor is refreshing, hip, cool, and 'tropical' hence the name. The food is not typical Spanish but more so South/Central American style dishes and rotisserrie. The quality has usually always been good but I believe the workers are only as good as the managers who train and prepare them. There could be a little bit of work done here at at this location I'm reviewing right now. The delight at these franchises, which stem all across South Florida, is the fresh, succulent, and juicy chicken that offers you a chance to savor a moist and tender bite every time. The fragrance....the aroma that lingers in the air at least for 50 feet radius around the building brings in craving diners by the dozens. They'll have the option to dine in or to drive-thru in which case you'll find it very common to be waiting in long lines, bumper to bumper. Yup! It's that good. The way the chicken is marinated and the special mojo blend they use to keep the chicken, pork, and beef moist, adds so much zest, taste, and 'viva la fiesta' to each bite. The tropical ribs were succulent and fell of the bone. The tropical fruit bbq sauce has a hint of spices and its great to dip the meat into. You'll want to dip everything with the varying sauces that Pollo Tropical has... even the juices that drip from the meat. The side dishes were also amazing with the typical Cuban dishes being on the menu such as plantanos, white rice, black beans, salsa, yellow rice w/ vegetables, and yuca. If you are not from South Florida I highly recommend stopping by one of their locations to get a chance to have cheap eats at a spot I find it hard to consider as 'fast-food'. read more

Pollo Tropical is great for a quick meal. They send out good coupons. This location seems a bit overwhelmed. I've generally ordered through the drive through and find myself running back in to retrieve things they missed. The food is always fresh and flavorful though. read more

Eaten their food twice, both times were take out...Chicken was delicious and ribs were some of the best I've ever eaten! ...and get the fried plantains for dessert, a pleasant surprise! read more

Thanks for the food poisoning on Saturday night. My body couldn't get that pork tropichop out fast enough. I'm still recovering and my stomach still isn't right. Haven't been sick like this in years. read more

Whenever I don't feel like cooking and want something quick other than greasy fast food, I come here. Usually get the tropichop with pulled pork. They have good chicken, curry mustard sauce is a must! Also, their waffle fries are great and always hot n fresh. Chicken Caesar wraps are great as well. The service is always good and fast, plus they have a drive-thru! read more

The food was really good, however the restaurant's bathrooms were very dirty. Like a filthy nasty dirty bathroom.

When we pulled up it was packed which is almost always a good sign that the food is good. We went inside to a mostly hispanic crowd which to me is another good sign that the food is authentic. Waited about 15 minutes in line and another 10 for food but it was well worth the wait. The staff seemed a bit overwhelmed but they worked well to keep up with the volume. From the sweet tea to the sweet plantains we tried about 75% of the menu and enjoyed everything. Great food for a great price. read more

Food is good and cheap like any other Pollo. But who ever is at the drive thru window right this second can't take an order. Almost every time she messes it up. I ordered two salads, got two containers one salad and LITERALLY just steak on the other container. But got charged for both salads of course. Another visit I ask for steak, got chicken. And if she doesn't have any of the sauces by the window, instead of getting more from the main table, when you ask she just says she is out. So after waiting at drive thru, repeating your order 3-5 times at the window, you end up having to park to go inside and get the order fixed. Don't do drive thru or go to another location! I keep doing drive thru hoping for a different person to be there. No such luck for a few weeks now. read more

Food is good but service horrible . Half the staff don't understand English and the order is half right . Manger Lilliana actually told me being I didn't specify what side I wanted after I said combo she decided to just give me sandwich . Smh .... read more

As much as I love this food, the people working here always forget something. I ordered a 1/4 chicken and ribs platter and of course they forgot the ribs. Fifty percent of the time that they do this. I should have checked my order before leaving, however I do expect everything to be there. Please check the orders, I do not want this to happen to anyone else. read more

I used the drive thru so I could eat in my car and listen to the Raiders/Texans game. The lady came across as very rude through the speaker but she repeated my order correctly so I figures so what, she's just having a bad day. When I pulled to the window, I gave her my credit card, she swiped it and handed it back. Then as she was giving me my food, she said she needed my credit card back. So I gave it to her and sat there for 3-4 minutes while she argued with the guy in line behind me. She also turned her mic off a few times and told me what a fucking asshole the guy was and how was she supposed to answer questions about the menu. "I ain't even got a menu" and "you need to know you're shit before you come here". Then after a bit, she gave my credit card back and I went on my way. The food was very good but I could have done without the customer commentary. read more

Meh. I've been here 4 times to try the pollo bites, and it is never available. Service is usually slow and unorganized. I've been to better locations. read more

The food is ok... but the service is questionable. I came through the drive thru today and asked for sauces. The lady told me to go in and get sauces.... if I wanted to go in, I wouldn't go through the drive thru read more

I will never step foot in another Pollo Tropical ever again. I purchased a half a pan of yellow rice with vegetables and a pork tropichop Bowl in the Drive-Thru. Well I wasn't paying attention and the only gave me a pint of rice and the completely wrong bowl. It was pretty late at night so I opted to call the store the next morning to tell them of their mistake. The manager, I guess her name was Lolly was extremely rude, telling me that the rice that I ordered was a catering item. I understand that but I didn't understand her point in insisting that it was a catering item. I purchased this often at all different Pollo Tropical stores and never have an issue, she was extremely rude, arguing with me, and insisting again and again that this is a catering item. Who cares? I didn't get what I ordered. She was very difficult to understand and there was definitely a language barrier but that does not excuse her rudeness and being a manager, she should never treat a customer like that. She ended up hanging up on me. Well this is me extremely upset and I called the one 800 customer service number and explain to them exactly what happened and they apologized profusely and said they would have a member of upper management contact me. Well within 15 minutes or so, my phone rang from an unknown number so I picked it up and it was this manager from the Pollo Tropical named Lolly. She berated me and expressed her complete discussed in the fact that I reported her. She told me to come get my food now. I explained that I can't come get it and that I was extremely busy. She told me to come get it the next day, I explained to her that I couldn't do that either that it is Christmas time and I am extremely busy with work and other things and she insisted on knowing when I was coming. I told her I had no idea and she told me to come get it today or tomorrow or I wouldn't get it at all. And then she hung up on me again. I called the one 800 customer service number again. Told them what happened. They apologize once again, profusely, and said they would have someone contact me. Well that never happened. I sent an email through the website, still no phone call or email from anyone at Pollo Tropical. I called the 1-800 number several times after that, still have not heard from anyone in upper management. So now I decided to go into the store and get my food replaced as I had a little bit of time on my hands. There was another manager there named Robert. He explains that he could not replace my half pan of yellow rice with vegetables because he didnt know anything about it and I would have to take it up with Lolly. He did, however, replace my TropiChop Bowl and it was made all wrong, once again! It's been almost 3 weeks and I still have not heard anything from upper management at Pollo Tropical so I am done with Pollo Tropical and all of its stores. We frequently order from Pollo Tropical for the 400 people I work with and those days are gone! There's too many restaurants in the area to order from that appreciate our business. read more

Overpriced fast food. This is the McDonald's of cuban food, only the portions are smaller. The whole chain is the same.

I gave Pollo Tropical one star, for their soup. At Pollo Tropical, the service sucks, the staff are rude, angry, agitated and totally unprofessional. I've had my food practically thrown at me. This is the Pollo on Okeechobee in West Palm Beach. The workers act as though they are doing you a favor. No smiles. no thank you, no greetings. and the food really SUCKS!!!!. I will never eat there again. Total waste of my money. I was totally disappointed. Ugh!!!! read more

My fiancé was hospitalized 3 days due to pollo tropical food poisoning at this location. please report all food poisoning or injuries to the health department and their company. read more

Once you discover this place, you'll probably eat here once or twice a week, easy. Grilled chicken, brown rice, black beans, Caesar salad...no waiters! Walk up to the counter to order. Grab your condiments, sauces, plastic forks and napkins in about the time it takes them to call your number. read more

I'll start out by saying, we love Pollo Tropical food. We've been to a bunch of their locations and continue to go, but we will never return here. The staff is AWFUL. We were doing take out one night and they forgot our sandwich. No big deal, we called and they told us to ask for the manager next time we were in and he'd give us another one. Sounds good. We go back a couple days later, place an order and mention the missing sandwich from last time. The girl, who wanted to be anywhere but there, said the manager had left for the night and we'd have to come back another day for the sandwich. Okay, so were waiting for the order, which takes awhile, we finally get it, check the food and notice some items we ordered were missing. So we ask one of the workers, and she just rolled her eyes and walked away!! Couldn't even give us the courtesy of saying a word! Confused, we asked someone else and got pretty much the same response. Meanwhile a man comes up to the front and someone calls him and we realize it's the manager! He had been there all along, everyone was too lazy to go check. So at this point were waiting for pieces of our order, unsure if anyone is helping us or what and realize we had been lied to. We didn't even want a refund, didn't want free food for next time, we just wanted to warn everyone that this is by far the WORST location and giving pollo tropicals a bad name. read more

every time i've gone i have NEVER waited less than 15 minutes in the drive thru. they take forever. and they always forget SOMETHING. Oh and don't ask for extra sauce either cause they'll throw a fit read more

I have few complaints. The food was pretty good. They need a little more salt in their food and decrease their service time.

I absolutely love Pollo Tropicale and had it quite a few times when I lived down in Florida. I wish they would open some up in the Chicago area! That said, the food always tastes great, comes in a decent portion, and is very affordable. I love their selection of sauces, particularly the curry sauce. I will definitely eat here again next time I'm in the area. read more

Can we get any slower people? I still go to this place even though it takes you at least 30 minutes on the drive thru line. Yes, you will wait between 20 and 30 minutes to get your food no matter what time you go here. The management can care less since they are always packed every second they are open. Yes, this place has great food. However, they can care less about customer service. They get so much business, that they don't care that you have to wait 30 minutes. They only have a few people on staff to serve the food. When you look inside at the floor, there is literally grease everywhere. A poor old man with boots was chopping the chicken with a large michetey type of knife. I felt so bad for him. He was slipping all around the floor and looked like he was going to fall down at any second. They always forget to give you garlic sauce, condiments and silverware. Forget napkins. You must remind them about everything. They have extremely poor English and have no idea what you are saying beyond asking you for money or your order. I will probably go back to this place becuase this is the only Pollo that I know of in West Palm Beach. If there was another option, I would gladly not go here. The good thing is that fast food chains are all the same taste wise. However, customer service is not. read more

food is pretty good, my biggest problem with this location is how long the line is no matter what time you go.

On our way back to San Antonio, TX. from Miami, FL. my friend who grew up in your great state sugguested we make a pit stop to pre-emptively strike any feelings of hunger that might arise on our long drive back to south-central Texas. Before entering West Palm Beach my buddy said "You've got to try Pollo Tropical, I had Pollo Tropical growing up, you have to try it"! I'm a Texan of Mexican heritage from waaayy way back (and my Spanish is horrible sometimes) but have a huge appreciation for other Latin foods besides Tex-Mex. or even Mexican so naturally my heart leaped at the chance to try Pollo Tropical's fare of Latin-American cuisine. Once we got there it was everything he described it would be, your order get your drink get your ware together spoons, forks...etc. the food is ready shortly after, since it was my first time trying it I made sure to get something I knew I would really love to enjoy so I had ordered the 1/4 chicken w/ black beans and rice, it was incredible my friend also let me try the yucca he ordered i've never tried yucca but I was impressed, I love Pollo Tropical! You see I grew up w/ something sort of similar "Pollo Loco", only "Pollo Loco" is more Mexican, but it's not even real Mexican or real Tex-Mex...I mention that to say that south-central Texas could really use a "Pollo Tropical" specifically San Antonio, I think we have enough people w/ origins in the Carribean and South/Central America for "Pollo Tropical" to succeed here, please bring the franchise over here, you already have two loyal customers ready to become regular patrons! read more