Pollo Tropical, Lake Park FL

We order the family meals often in the mobile app that they provide.

I ordered at 4: 30pm with a pickup time at 5: 00pm (that was the earliest they offered in the app)

We arrived at 5: 00pm to pick up the order and the staff who not only had no idea where our order was, but also claimed to not speak English when asked where the order is.

At 5: 30pm after finally speaking to the woman who was controlling the drive-thru orders, she was able to finally prepare the order. An hour after the scheduled order.

I understand that it’s difficult to find solid workers these days, but almost everyone was standing around talking amongst themselves when we waited for thirty minutes for an order placed an hour prior. Very disappointed. I hope this location gets some help because it really needs it.

Went here after along day at work and the food was sooo disappointing I waited at the window 12mins for super dry chicken even the dark meat was dry as hell it was horrible I promise you people in jail ate better dinner than I had last night from this pollo tropical DO NOT GO HERE.

I am absolutely furious! This place is an absolute nightmare, and that manager, Mo, is without a doubt the worst manager I've encountered in years! I cannot believe how rude she was when I simply inquired about my mobile order. Instead of providing a helpful response, she told me to park and said she'd bring my order out if she gets to it. And when I asked for an estimated time, she responded with a massive attitude, claiming she had no idea. Unbelievable!

Let me make this crystal clear: I will NEVER, under any circumstances, eat at this place again. They will never see another penny from me! The way they treated me is completely unacceptable, and I will be sure to spread the word about this appalling experience. I hope others avoid this establishment as well because the service and management are an absolute disgrace!

On Monday 7/10/23. I visited Pollo Tropical on Northlake in Palm Beach Gardens, Fl, I ordered the family meal with yellow rice and black beans and a order of Plantains. I was very upset that the Plantains were burnt. I just could not believe that they served burnt plantains. I tried reaching out on Monday night, but I still have not heard back. As much as I like Pollo Tropical, this makes me not want to return.

This location is getting worse and worse by the minute the people have nasty attitude and they fail provide good customer service they gave me something I was allergic to, and I clearly said it that I do not want beans and it also stated it on the receipt and when I went back at 10: 59 PM she tried to not give me my correct order and I had to show her the receipt. This location is awful.

The manager was very disrespectful, they took 15 minutes to get my order. Then she gave me an attitude. Worse pollo tropical I've ever been to

Horrible service, the kitchen appearance had a lot to be desirable. It was truly in disarray. We stood there for over 10min & nobody ever acknowledged we even were there. Super rude. We left and ate at Miami Grill with nicer service and cleaner facility. Management really need some attention.

The take-out order was wrong.items were missing when I called the store was told not to come back!

First and foremost I want to start off with the fact that they had no chicken available at 10pm on 5/12/23, one hour before closing. The wait time was 45 minutes as stated by the cashier/order taker. Young lady was super rude while 6 -7 customer's stood around waiting for chicken. While waiting i asked if i could get a tropichop at a discounted price instead of 1/2 chicken i originally came in for because of the long wait. She said NO in a angrily manner. So i asked to speak with the manager. The lady manager in a red shirt
basically ignored me and started yelling at the cashier stating the wait times are the wait times and there would be no compensation, and that any customer who did not want to wait could leave. WoW I THOUGHT! So this is why the morale was so low amongst employees at this location. Managers are supposed to delegate, assist and guide sales associates. I will never visit this location again. Some Definite and immediate changes are needed at this location asap. VERY BAD SERVICE

The food is very good at this store. Love the chicken! The veggies in the yellow rice are cooked perfectly. Plantains are the best here. Delicious guava lemonade. Staff are patient and helpful.

Only issue is that it doesn't look very clean. Floors, walls, bathrooms, etc.need a thorough scrubbing or sanitizing. The pavement at the entrance is not inviting. Needs a deep bleach pressure cleaning. So, we usually take the food to go because of this.

The food is always good per usual. The customer service is awful it's a bunch of. People that does not speak English or care about their job. With real rude snotty attitudes. Hope you don't show up hungry. You'll be sitting in the drive-through or inside for 30 to 40 minutes.

You always visit this chain. I love their Grilled Chicken. But this time I'm going with a constructive criticism. With this one especially. With your staff. That does not achieve good attention to the public. Delay in delivery time. Twice they gave me the wrong order. And I took it so as not to waste any more time. But that's why I won't stop eating there.

Staff doesn't seem trained! 20 min on take out! Not the first time! It's 1: 37pm on Saturday, they are not busy at all.