Pollo Tropical

Went to this location and ordered through the drive thru 7 cars ahead of me and 7 cars behind me. I spent around 33 dollars I ordered a family meal with rice, black beans, rolls, yuca bites sweet plantains, and Quatro leches. After driving away I noticed they did not give me the plantains, Quatro leches or the yuca bites " i understand if they forget 1 item but to forget 3 items on someones order?". I had to park to go back in for them to correct my order. I walked in and saw the manager in the eating area with one foot up on a chair talking to his buddy!!! Only 3 employees total working 1 at drive thru one making the food and one serving the food "they had no employee running the register". Oh and the manager who did not do a thing he looked at me and continued talking to his buddy WITH HIS FOOT UP ON THE CHAIR. Mind you I had to wait 5 minutes inside at the counter for anyone to even acknowledge me to see if i needed help.. After I got home we starting eating the food the chicken was

Just save yourself the aggravation and eat ANYWHERE else. They didn’t have a cashier (at least on the day I visited). I was told by another patron that they aren’t taken orders in person and that I’d have to order online or go into the drive-thru. This didn’t entirely shock me, because Pollo tropical isn’t known or renown for their customer service. So after making my way through a mobile order, I’m required to provide a name, email address, and phone number (this was what was required to check out as a Guest). Then after ordering, I’m notified that my order will be ready in 12 minutes (again, not super abnormal, because that’s just Pollo Tropical for you). I had to clean my table (as per usual). And sit adjacent to several uncleared tables. They need to fix their staffing and customer service problem.

Don’t even waste your time. Waited 42 minutes for chicken, rice, and beans. Said they were busy, they were not. I get that you prioritize the drive thru, but 42 minutes without getting your receipt, without am update, without anything in stock, no sauces. Save some time, go into target, but an entire chicken and a side and save 35 minutes. Manager was nice but the staff are in a fugue state.