Pollo Tropical Express

Waited 15 minutes after placing order. Place was empty (only one customer before me in the queue) And despite the long wait, I was missing 2 items from my order. I could understand if the restaurant was swamped with customers... however, there were only 2 customers (including myself) so there really isn't an excuse for the long wait time and order mix-up.

Went through the drive through ordered two chopi chop bowls. With avocado and sweet plantains . With some cilantro sauce on the side. No avocado,no plantains,no sauce but spicy tomato sauce,and barbecue. The rice was super dry, black beans were hard. Onions not cooked and the chicken was super dry. I don't like the sauce option so I ended up going home and put butter a little seasoning salt water and use some chicken strips I had in the freezer dropped those in the air fryer why I recooked the the contents of the choppychop bowl. I ordered two and for almost $20 dollars you would think that you at least get decent food.

I will NEVER visit this Pollo tropical again. For starters Abigail with the red hair who took my order had an extremely disgusting attitude in the drive through. She comes on the loud speaker and just says “yeah” . . . Wow! Great customer service right. I didn’t say anything then she goes “well are you going to order?” I proceed to place my order and when I receive it the order is WRONG!!! The guy at the window was nice about and willing to change it but I was so annoyed and I asked for the manager. Merela was her name and her attitude wasn’t any better. She didn’t show any care or concern she seemed as if I was bothering her. I just asked for a refund and went on about my way but Merela and Abigail really need some serious customer service training or they will forever be miserable.

This place can't get orders right and when they do get it right. Your is food badly prepared. Ordered 4 sandwiches and this what we got. When does melted cheese go on top of lettuce and under your chicken. They need to remove ALL managers and get new people in there. Also, this is NOT the first time ... it's like no one cares how customers get their food at this Pollo Tropical... Update 9/12/18: after 2 months of waiting for coupons from Corporate for horrible food and service. I have NOT received anything from office.