Pollo Tropical

Reviews 4

TA

Taylor Dunham

I can literally say, EVERYTIME I have dined with or at this establishment giving them chance after chance to improve WEEKS AND MONTHS between visits.... they havent inproved a thing. Order are always wrong and customer service is the worst i have ever experienced at an eating establishment. I stopped into the druve thru after work this past weekend to get a dinner that was quick but healthier than fried fast food burgers. Needless to say... I left EXTREMELY disappointed. The cashier on the drive theu mic was RUDE and confusing. Then I get to the window to pay and the cashier just swipes my card and closes the window turning her back to me to talk to her co worker. When she decides to turn and hand me foor about 10 MINUTES LATER... she hand me the bag real quick. Closed her windown and leaned on the counter AGAIN with her back completely facing me to continue her convo with thw other coworker. It took me practically tossing the bag at the window to get the attention of the girl she was talking to. She tells the cashier and shes like "YES!?!?" Annoyed. I state the completely gave me the wrong order. That it is someone elses. She then WITHOUT A WORD takes the bag, SLAMS THE WINDOW CLOSED and gets the correct food. At this point id been at this window for close to 20 minutes. Not in line... AT THE WINDOW. So she hands me THE CORRECT order this time. But, when I opened it.... I kid you not.... THE ALREADY GRILLED CHICKEN HAD THE SKIN MISSING. Such as, when children rip the skin off of chicken to eat it first and THEN the meat. Someone had literally taken the skin off of my chicken from the kitchen and threw it into a to go box like i wouldnt notice nor check.... So again, little girl cashier has her back turned talking and chilling. So i opened the container. Slapped the and held the container wide open. Stating the chicken had been tampered with and skin was ripped off. She yells out OH MY GOD!!!! In an annoyed exasperated way. Then just handed me two replacement pieces.... at this point i had been round and round at that damn window almost 30 minutes. I will NEVER go back and will spread my horrible experience at far as the internet and social media will allow. They get an F in EVERY area and for every employee. If i could put a NEGATIVE 5 for star ratings... i would.

JA

Janos Kid

Lets be clear now, I am not a fan of fast food and rarely, ever do I ever eat it. That being said, Pollo Tropical seems like a fast food restaurant, but the quality of food is good, (so far) and I like that it is ran like a restaurant. They bring the food to the table and they clear off your table for you. Order your food, eat it and leave. This is my second time eating here. Last time I had the quarter chicken with broccoli and carrots and mash potatoes. The sides were good, though the chicken seemed over cooked (dry), but it was still good. Today, I stopped by and ordered a half of a chicken, the chicken was still dry, but better than before. They should cook it maybe 10-15 minutes less. I had a Caesar salad and side of mash potatoes. They were good, but there was a little too much dressing on the salad. It might be a good idea to just put the dressing on the side and allow customers to pour the amount they wish to add. I also had the mango ice tea, that was really good. A lady by the name of Mimi (I think that is how it was spelt on her name tag), she was refilling some items by the drinks and we spoke briefly. She was very pleasant, professional and had a really good attitude. If your not a fan of fast food like myself, because almost all of it is extremely unhealthy, and your a label read and watch what you eat, but you dont have time to make a meal, then I would recommend eating here. I can see myself eating here about once or twice a month. I like that the menu has a lot of choices, so it would be hard for a customer to get bored eating the same thing over and over again. Ill update my review the next time I eat here.

AL

Allan Boxerman

Today was the 3rd consecutive visit in which Ive had an issue. This restaurant used to be frequented by my family and self 4 to 5 times a month. Now we rarely go. After sitting on "hold" at the drive-thru speaker for easily 3 minutes, I placed my order, specifically requesting brown rice, a large side of yuca, and "plenty" of cilantro ranch. When I finally get to the window, the employee (wearing a non-Pollo Tropical, AND1 hoodie) did not greet me. He only told me my total. As I was waiting for my meal, I was looking down at my phone and only happened to notice the large bag being handed through the window almost next to my face. Nothing was said. I asked a second time if there was "plenty" of cilantro ranch in the bag, the employee wearing the AND1 hoodie said "yes." I was never thanked for my business. I get home to find a small order of yuca, white rice, and only two cilantro ranch sauces. I had to drive back and went inside (which I went through the drive thru because its snowing here!) only to put the rice on the counter and be very specific of the issue of having ordered brown rice, not white, and told the employee with the AND1 hoodie about not having enough cilantro ranch after having asked twice for it. None of the employees offered any words or an apology and I had to be vocal about it to the point of other employees were staring. Ive only received service like this from Wendys and McDonalds. Needless to say, they dont receive my business any more and neither does Pollo Tropical.

A

A Private User

I come from Miami where Pollo Tropical is the norm. Living in Georgia, I always missed having local Cuban (Caribbean) restaurants. Needless to say, I was ecstatic when Pollo Tropical opened up in Lawrenceville. The first month, this place was awesome! One that I recommended to anyone! However, recently Pollo Tropical has failed me one too many times. You would think that after my first horrible experience, I would steer away from this place; but, I keep giving it the benefit of the doubt and return to give them a 2nd, 3rd, and 4th other try. This time, I officially gave up and I will never return to this restaurant! I ordered the chicken ceasar wrap- the lettuce was hot and soggy, the wrap was terribly chewy and the sauce was sour. Then I got some fried yuca to go along with it and they were sticks of pure oil! I'm Cuban so I KNOW what these are suppose to taste like. And last but not least...I always ask for the cilantro garlic sauce to go with my yuca sticks and there was a long black hair in my sauce! Plus, it was bitter. Ugh! Horrible. Horrible. Please be warned the next time you consider visiting this location; save your money and run!!

UPDATE: I just called to speak with the manager regarding my service and the lady who picked up the phone said: "they are too busy to talk to anyone right now." wow! That just confirms their poor customer service! Seriously, this place is a disgrace to Caribbean food-yuck!