Pollo Tropical

Reviews

• MA

  Mary A

  Apr 14, 2026
  1.0
  We love Pollo but this is the worst Pollo store we went to. Service is ridiculous, food is always not available or taking forever , I requested 1/4 chicken meal for my kid , dark meat only as my kid doesnot eat breast, I was told they donot have dark meat. A chicken store doesnot have a 1/4 dark meat chicken !!!!!
• MG

  Mark Govea

  Apr 10, 2026
  5.0
  Nice restaurant, with healthy food options. The staff were great and super helpful. The building looks like it’s brand new and clean. Double thumbs up!
• RL

  Rebecca Lee

  Apr 3, 2026
  2.0
  I’ve been a loyal customer of Pollo Tropical since my childhood in the 90s. I've given them multiple chances after bad service or food quality. However, after a number of consecutive problems, I stopped going for about a year or two. Out of desperation recently (Publix ran out of rotisserie chicken), I decided to give them another chance. However, this will be my last visit. During my most recent visit, I ordered inside the restaurant and forgot to scan my rewards app. In the past, this hasn’t been an issue because I could manually enter the code from the receipt afterward. This time, there was no barcode on the receipt. I contacted customer service on the app, but their response took more than 2 days. Since there is only a 2 day window to add points, they ultimately told me there was nothing they could do. I find this extremely frustrating, especially because the missing barcode and their slow response were completely out of my control. It feels like I’m being penalized for their system and service shortcomings. I used to let these things go, but food costs have been increasing faster than my salary. At this point, the lack of accountability and appreciation for loyal customers has made it clear that my loyalty doesn’t matter. After multiple issues over the years, I’ve decided I will not be returning. Update: I appreciate the response from the restaurant, but it doesn’t actually resolve the issue. If you truly value loyal customers, there should have been some effort to make this right. Instead, I’m being asked to give another chance without any accountability. That’s why I won’t be returning.
• GM

  Gibanchy Mauricio

  Mar 19, 2026
  1.0
  It is not the first time this happened to me. I asked for pork and they give me chicken when I ask nicely to please change it to pork they get it angry and throw the pork on top of the chicken. This people behavior is rude. And the afternoon manager once told me over the same complaint that they understood chicken instead of pork. And I know she said that because I’m Spanish. The name is pollo tropical are they serious. The girl on the drive through today did it because they were changing shifts and waited for the other cashier to put his info in to them process to charge me and give me the wrong order an try to fix it by making it look so nasty. There is a lot of people in need of job don’t hire the ones that treat the customers like garbage.date 3/19/2026 at 5:01 pm for the third time same issue.
• LS

  Lena Santos

  Mar 11, 2026
  1.0
  Ordered on doordash and they sent me this, at first I noticed the chicken was burnt and then I noticed this.

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