Pollo Tropical - Miami

I was genuinely surprised by this place. I didn’t expect the food to be as impressive as the layout of the restaurant. Don’t let the exterior fool you! The food was absolutely delicious, and the portions were generous for a great price! My only complaint was the wait time for our meals—it took about 25 to 30 minutes to arrive. However, I appreciated seeing the staff actively preparing the food, which indicated they were quite busy. We tried several items, and I can confidently say that the food, particularly the chicken, was flavorful and delightful!

The service at this restaurant was disappointing. While dining with my family, I noticed that several customers were turned away because one employee had gone to the register. It was around 7:45 PM when a customer in line was informed by a young woman who came out from the back that the employee at the register was unable to take their order because she was on a break. The gentleman pointed out that their doors were open and there were no signs indicating any restrictions. The young woman responded by saying that he had entered through the exit and she had seen him on the camera. Meanwhile, the actual entrance was blocked by garbage, and I noticed that none of the doors were clearly marked as entrances or exits. I saw about 20 customers leave in frustration. I hope the owner of this restaurant is aware of how their supervisor or manager is handling the situation.

I really love Pollen Tropical, but recently I've stopped ordering from you because of an issue with the Chicken Caesar Salad. It often arrives without the dressing included, which means I have to call the Uber Eats driver to make sure it gets sent over. The Chicken Caesar Salad is supposed to come with dressing, but it seems like a disappointment that I have to double-check for something that should be standard. This happens a lot in Miami, and it reflects poorly on your business. It's frustrating for customers who pay for the whole meal and expect all the components to be included. This is not acceptable.

I think this would be my last time ordering from Pollo Tropical. My order always comes out messed up. Today?s example: I ordered a Chicken Cuban Sandwich; what I received? Chicken breast with white rice and black beans. I?m sorry, the food is delicious but there?s no point if the order is incorrect.

I went to this pollo tropical for lunch today and it was a bit busy. The speaker system where you place an order was not working so I pulled up to the drive through to order this older red haired lady was being extremely rude while taking my order for some reason. Charged my card 2 times for the same order which I had to call to reverse and also managed to mess up the order. The older gentleman who brought my order out was also unnecessarily rude. Just save your money and go to another pollo tropical.