Pollo Tropical Overview
Pollo Tropical has a 2.1-star rating, derived from feedback provided by 165 customers. In the Fast Food category, it secures the 48th position out of 254 companies.
Rating
Contact Information
Website
pollotropical.com
Phone
(888) 778-7696
7255 Corporate Center Drive, Suite C, Miami, Florida, 33126, United States
Pollo Tropical Reviews
General
Never answered phone
im calling customer service right now and they dont answer im a employee and i forgot my password i need to claim pto
General
Paid time off
i forgot my password for work day and im trying to figure out how much time i have before it expires for this year so i can claim it
robert
Compliment
I had great service and Customer experience at location store # 10010 Miami lakes FL with Francia, very engaged and helpful, good service and it's not the first time Franica has helped me Good customer service needs to be noted. thank you Robert Hubbard
Kevin
Bad customer Service
Updated by user May 12, 2023
At a dead end
Original review May 12, 2023
Ordered on-line for store pickup, the promotional price was not honored. Sent multiple emails, left multiple phone mails to their customer support, no response. Sent email to CEO Dirk Montgomery, no response! Done with Pollo Tropical, since its obvious they dont care about their chstomers.
Kathy
Bad soup
Ordered through door dash . Got soup and it smelled like a burnt building. Really strong and I opened it and tasted burnt like at the bottom of the pot and must of ruined it. I'm sure they couldn't miss the smell.But they sent it to me anyway
Anonim
A bad experience at restaurant
I have called the 1-86*-***-**** everyday since February 28, 2023. Left a message because no one answers. *** rude not to even call me back. I had a horrible experience at one location
Harry
Incorrect order
3rd time in a row this location has forgotten to put sauce in my order my soup also tasted strange Id like a refund but the store will not answer. Awful service I will not order from this store anymore. The employees are losing this store so much business Im sure of that look at all these awful reviews...
Jean
No one ever answers the phone
Missing items from order placed through the app on Jan 20. Tried calling restaurant 4 times at SW 56 St & 140 Ave. Got a machine. Tried again Saturday afternoon. Same thing. At 9:14om Carlos called, apologized and offered a free meal. He wanted me to tell corporate that it was resolved. I waited. Husband went yesterday. Carlos left the country and told no one. My husband left to get food elsewhere. Im out $6.98. Disgusted.
Candice
W2
Currently waiting on w2 i need it emailed to me at candicewilliams758@***.com as soon as possible.
Jaxsyn
Mala calidad en cuidado dé la cocina poca protección
Una pregunta las personas que trabajan en la cocina deben de usar las medidas de protección para servir O cocina por ejemplo gueates cubre bocas cubre pelos llevan dos semanas comprando comida hay Y sinceramente no lo e visto tengo fotos y videos de
Denise
Disappointment once again!
You need to stop hiring kids to serve the public and your customer service needs to do something to actually resolve the problem. Not just say they will n never contact back! The Pollo in Margate, FL is ran by a bunch of kids who it took 4 of them to serve 1 person for a salad!! I was so annoyed at the drive thru I went in and witnessed this!!! I just finally got a hold of someone in c/s so lets see if I actually get compensated for this recent crap lunch!
Anonim
No one from Pollo tropical has called me about the issue or emailed me
Cause I'm trying to redeem my rewards and it keeps telling me I need to verify my email but every time I press to resend the verification code nothing happens
Metzli
Jackson site is bad place to have food nasty and disrespectful
No good nasty place Nasty employees No respect for customers Cold food not well done prepared Place is smelling
Shohei
Bad, bad, bad all over!! STEER CLEAR!
Original review Aug 12, 2022
For starters, I want to express my gratitude for Pollo Tropical over the years. They used to be my go-to at all times, never had a bad thing to say about this company. Until the last 6 months: The Pollo Tropical on 7021 SW 8th ST in Miami, FL (Westchester). This place is an utter MESS. You're making your company look awful by hiring these people. First off, the service is TERRIBLE. Rude, attitude and a hatred of Cuban people. Particularly the manager, a heavy set dark skinned man with anger issues. These people purposely treat the customers like crap so they don't have to work. No one goes to this location for that very reason. They messed up my order 5 out of 6 times in 6 months, on the final order the purposely gave me a wrong order, the manager even looked in the bag to verify. Very unprofessional workers, really disgusting environment. A worker Kenya was also rude on various occasions to my wife and I, constantly giving us an unnecessary attitude. No thank you, no common courtesy. Where did you hire such *** workers? They dont even do the bare minimum. Desired outcome: 100% new staffing, or complete shut down of this mockery. User's recommendation: STEER CLEAR, drive to anywhere but here! ROACHES! @Pollo Tropical look at the reviews on google for this location, everyone says the same about the girl serving and the bad expiriences. SHUT IT DOWN ASAP.
Joe
*** location on all fronts, should close down. ASAP.
Pollo Tropical - Everything about this particular establishment, literally. For starters, I want to express my gratitude for Pollo Tropical over the years. They used to be my go-to at all times, never had a bad thing to say about this company. Until the last 6 months: The Pollo Tropical on 7021 SW 8th ST in Miami, FL (Westchester). This place is an utter MESS. You're making your company look awful by hiring these people. First off, the service is TERRIBLE. Rude, attitude and a hatred of Cuban people. Particularly the manager, a heavy set dark skinned man with anger issues. These people purposely treat the customers like crap so they don't have to work. No one goes to this location for that very reason. They messed up my order 5 out of 6 times in 6 months, on the final order the purposely gave me a wrong order, the manager even looked in the bag to verify. Very unprofessional workers, really disgusting environment. A worker Kenya was also rude on various occasions to my wife and I, constantly giving us an unnecessary attitude. No thank you, no common courtesy. Where did you hire such *** workers? They dont even do the bare minimum. Desired outcome: 100% new staffing, or complete shut down of this mockery. For starters, I want to express my gratitude for Pollo Tropical over the years. They used to be my go-to at all times, never had a bad thing to say about this company. Until the last 6 months: The Pollo Tropical on 7021 SW 8th ST in Miami, FL (Westchester). This place is an utter MESS. You're making your company look awful by hiring these people. First off, the service is TERRIBLE. Rude, attitude and a hatred of Cuban people. Particularly the manager, a heavy set dark skinned man with anger issues. These people purposely treat the customers like crap so they don't have to work. No one goes to this location for that very reason. They messed up my order 5 out of 6 times in 6 months, on the final order the purposely gave me a wrong order, the manager even looked in the bag to verify. Very unprofessional workers, really disgusting environment. A worker Kenya was also rude on various occasions to my wife and I, constantly giving us an unnecessary attitude. No thank you, no common courtesy. Where did you hire such *** workers? They dont even do the bare minimum. Desired outcome: 100% new staffing, or complete shut down of this mockery.
Elizabeth
Horrible customer service/employee attitude/training
Updated by user Aug 05, 2022
Tried to call complaint line. They do not answer.
They say leave a message and someone will call. Noone called. Found an email address online and sent an email. Message came back that they only accept emails from certain people and I was not one of those people.
Sent an online complaint form days ago. No one replied.
It seems they are not interested with interacting with the public over complaints. This indicates they have no intention of changing anything.
Original review Aug 05, 2022
After having some minor surgery, I did not feel like cooking and I had seen some advertisement for chop bowls with avocado that looked good, so I decided to order online and did order 2 dinners and some soup. My phone ap said the food would be ready in 15 minutes so I drove the 2 miles. On the way, the phone updated to say the food was ready. I was tired and hungry. The ap told me to say that I was coming to pick up and my name. When I went in, there was no one behind the counter where you order so I spoke to a woman who was bagging items. She couldn't speak English much, and she looked at 3 ordering tickets behind the counter and indicated I should pick one was mine. They were not mine and she just threw her hands up and walked away. I said "Where's my food?" and she pointed to the food prep people apparently thinking I had ordered in the store. I said my phone said it was ready and showed her. She said the phone did not say my name and walked away again. She was right about the phone ap. Although it shows the amount paid, it does not show the customer's name. I tried to speak to other food packers hoping they could understand better and she kept shooing them away. She spoke to them in Spanish telling them not to help me. So they all ignored me and left me waiting with other customers who had ordered at the counter and were waiting for their food to be cooked. BUT MINE WAS ALREADY DONE AND READY FOR PICK UP. Finally, a young black girl showed up at the ordering line. She had been scurrying around working the food line instead of taking orders at the register. I spoke to her and she said she needed a name. I told her Elizabeth and she said she had no Elizabeth. I said "What about Liz?: She said she had a Liz PUG. ??? I said what was the cost on that? Was it $34.80 because that is what I paid. And I showed her my phone ap that showed the payment. It turns out that was the Liz PUG. It had been bagged and sitting on the back counter the whole time. Looking at the receipt it said Liz - PU G. Which apparently means Liz Pick UP G. my last initial. So your employees don't know that PU means pick up. Half an hour had passed. My salad was now warm, my soup cold, and my sons entree cold and what should have been an easy thing was just a real episode in aggravation. The training of employees here is horrible. If there is a problem with English, the employees should be trained to get someone who can speak it to help. No customer service skills at all. They left me standing there and being ignored and embarrassed at the request of a woman named Doris who apparently was not interested in helping me get my food. I would still be standing there waiting for her to call my name if it were up to her. I am a retired waitress/bartender/staff trainer/restaurant manager and this store needs help. The whole 30 minutes I was there, not one smiled at all. No communications or customer service skills at all. What was I supposed to do? Just go home and say, well, no food but they have my money? As for the cold food, the Grilled trio was sad. The chicken looked like a pigeon, the charred skin hanging off of what looked like half a thigh laying to an almost meatless skinny leg. A few limp pieces of churrasco, but a healthy chicken sausage. The soup was mostly broth. But the shrimp chop was good and I would eat it again. Instead of being a pleasant experience and the opportunity to relax after surgery, it was just an upsetting mess. The last thing I would say is that there was no one to greet customers when I came in, no one behind the ordering line, rude and ineffective service from Doris and her friends--and not one employee smiled at all. They all looked miserable. And they made me miserable, too.