Pollo Tropical

This restaurant is completely dysfunctional, way beyond the usual problems at other Pollo Tropicals. The staff have absolutely no interest in customer service. After placing my order for a “chicken breast platter with no rice, just beans” to a cashier who barely spoke to me, I waited *25 minutes* for my order. During that time I counted up to 18 people waiting for orders and the workers were moving as if they were half asleep. Several of the orders came out wrong and had to be re-made—customers were getting very frustrated. When my order came, it was also wrong (see photo) but I just took it. The final straw was when I asked for spicy poyo-poyo sauce (which is the main reason I go to PT for chicken) and of course they were out. I asked for other sauces and they were out of *everything* except for plain hot sauce, and the containers were not even half-full. This place was just plain horrible.

Sick and tired of this location. The chicken is the only reasons I come there. But I'm over it. Went to drive thru. Girl on the speaker first off sounds like she's ready to go home and annoyed. I ordered two family meals Then I ask for fried yuca, she said I can't have anything on the menu fried.. did I mention it's a Saturday.. Anyway. That didn't bother me. I drive up to the next window to pay and get my order. The man, the one with the weird eyes, I don't know what is his position at the store...however he reaches out his hand for my card. He swipes my card and then sits the card down by his machine. Then he starts trying to talk to me about the sauces I want for my meal. I Then ask him to give me my card back and he says oh I don't want your card. But yet he still did not give it to me. He then starts getting the bags and packing everything to hand to me....I still don't have my card. Then he says, so do I get a tip for the sauces. He tried to make this small talk and hand me my food when my card was sitting their by the computer the whole time. He finally handed me my card after what seemed for eternity. That is the absolute last time I am coming here. Please investigate this location and look at the cameras.

Worst Service Ever!. The staff is rude and unhelpful especially Dennis and the manager on duty at 8pm on 3/21/22. I asked for a Refund since my order was not yet prepared - they said No and made me wait over an hour for a takeout order with half the items missing and not available on the menu - they literally slapped the meal together using the same utensils and not being sanitary , cross contaminating the sauces, not wearing masks or gloves? I can go on and on after standing there observing for an hour. I watched them serve the drive thru and dine in before preparing the online orders who showed up to pick up. Just Go elsewhere.

Unfortunately I think with covid and hiring stuff this location has gone down hill, it is very obvious they are lacking staff or something else is wrong big time ie lack of cooks or ingredients. I have ate here for like 10-12 years on and off within the last year roughly something happened and some food is never available on top of getting wrong order or even burnt food. Might be a separate issue here too but the portion sizes are insanely small most of the time. They can vary sometimes but don't think for a second ordering a large is going to get you more of anything but rice or beans. Hopefully I can edit this in the future to 5 stars.

I've been ordering food from here 2-3 times a week for the last year. Every other order is wrong. Either chicken pieces are missing or they leave out sides completely. When I order through Grubhub, It's worse - I'll get a completely different order - often much less food than I needed. I see new employees all the time which must mean the turnover is high. What kind of incompetent management is running this place? I'm tired of paying for food that I do not receive. You sell chicken with rice and beans. How hard can it be to get it right?