Pollo Tropical - Melbourne

The food is average and the service is satisfactory. I would rate them a 5 out of 10.

I feel sorry for the workers and customers at this restaurant. It takes too long to be served, and this is the second time we have tried this place. The service is incredibly slow. I have seen workers coughing and multitasking, but it seems the franchise owner has not done enough for this location. The menu screens warn that it is not comfortable for older people (we only saw one actual customer standing in line, and another customer at the register was advised to look up the menu on their phone). What about mobile online ordering? It was not ready. See the pictures.

Overall, our experience at the restaurant was disappointing. I ordered a meal and after waiting about 10 minutes, I noticed others who arrived after me receiving their food before me. I was eventually called to the counter and informed that they were out of the meat I had ordered. I tried to choose a replacement from the menu, but they didn't offer any suggestions. After waiting another 7 minutes, I received a small portion instead of the full size order I had originally placed. When I asked about the discrepancy, they corrected it but only after some hesitation. Although my order was eventually fulfilled, the experience left me feeling frustrated and I do not plan on returning to this restaurant.

Try it. very dissatisfied. will not be back. long they wait for the journey through. it seemed as if almost half of the menu points were not available. they forgot our curtains. that was very dry. none of their sauces was on camp, except a container of bbq, which my wife and I shared to be in a position to clean dry. Look at them before they get out of business. I couldn't imagine a business so bad lasted much longer.

I don't know what's going on with this specific location, but it's by far the worst Pollo Tropical I've been to service wise. They never have inventory. The wait is ridiculously long (drive thru and dine in). I tried the mobile order 45 worth of food) and when I got there I was told they have no chicken, steak or shrimp and it won't be ready until another hour. Was given my receipt for a refund for the mobile order and its been 3 weeks and nothing. This falls on management and ownership. This place is in need of a drastic change.