They dont honor online orders
Very disappointing experience. I placed my order at 6:43 PM, and it was supposed to be ready by 6:58 PM. At 7:15 PM, my order was still not ready. That’s over 30 minutes since placing my order and 17 minutes past the promised pickup time. If you give customers a pickup time, you should be prepared to have their food ready by then. Customers’ time matters, and this kind of service is unacceptable. Definitely not the experience I expected.
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I like pollo, but every time I order, something is missing. That happend really often
🥺
I really like Pollo Tropical’s food, but almost every time I order from this location, something is missing. This time, I ordered half a chicken with salad and corn, but they didn’t include the Caesar dressing for the salad. I also ordered two extra cilantro sauces, and neither of them was included. The bread roll and cheese plantains were missing too.
I used to work at Pollo Tropical, so I know how things work and how orders are supposed to be prepared and checked before being sent out. I understand that it can get busy and mistakes happen, but this has become a recurring issue. I genuinely enjoy the food, which is why I keep ordering, but there always seems to be something wrong with my order. I just wish they would pay a little more attention and double-check that everything is included before sending it out.
I used to work at Pollo Tropical, so I know how things work and how orders are supposed to be prepared and checked before being sent out. I understand that it can get busy and mistakes happen, but this has become a recurring issue. I genuinely enjoy the food, which is why I keep ordering, but there always seems to be something wrong with my order. I just wish they would pay a little more attention and double-check that everything is included before sending it out.
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Horrible service
There’s no way to solve a issue on the app. for example the last 3 times I have ordered for delivery the order has been missing items and have had the wrong items. With no way to solve the issue.
App & Rewards Program
Food is great. But the app sucks since it’s a mission to be able to accrue points. Team members never ask for loyalty barcode/number unless you tell them. And if you didn’t, it’s impossible to use the receipt to add it to your points which is annoying
Worse Company Ever
The store on 60th and 24th in Hialeah apparently does not care about this app, they have they’re own rules, attitude and follow what ever mood the lady at the window has, rude and unapologetic… you guys won’t make it passed Miami as a “company” maybe change the name and staff.
Always malfunctioning
This app never works. It’s always freezing. I can’t get points, I can’t be scanned, I can’t add receipts later. This app is totally useless.
Saved my life
Thank you Pollo Tropical for giving me a reason to live again
No help
Something missing from your order? You know, the order you placed on the app? Yeah, there’s no way to report or get your money back through the app so you have to call a 1-800 number.
Missing item - impossible to get refunded
I was so excited about the app and ordering. I ordered 2 family meals and sides along with a chocolate cookie. The cookie was missing. I called the store to get a refund since there was no way to report this in the app. The store transferred me to an automated system that hung up on me. Food is always very good but getting charged for an item that was never delivered and then not getting refunded after I called or through the app is very disappointing
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Not beneficial
The app is ok not able to make many edits or accommodations to order. Rarely receive any rewards even with the amount of times I purchase food.
Late irder
⭐️
I came to pick up an order that was supposed to be ready. I arrived 40 minutes after the scheduled pickup time, and my order still wasn’t ready. Very disappointing and a waste of time.
I came to pick up an order that was supposed to be ready. I arrived 40 minutes after the scheduled pickup time, and my order still wasn’t ready. Very disappointing and a waste of time.
App is horrible
The app is pointless because it doesn’t work.
Order was incorrect
This is not for the application itself, but how the order was served. I ordered yellow rice and white rice and also I don’t know if they changed it but I ordered the pork and they gave me a very small portion. It is a pity because I like a lot for tropical food, but experience is not good.
Thank you pollo !
Best restaurant and app ever. So easy and the amount of food it’s all soy for two people.
Burned chicken
I often purchase food from the restaurant located at Golden Gate Blvd in Naples, but today my experience has been like used to before, pretty bad, purchased a whole chicken but it was not a grilled chicken, it was a burned chicken which I had to toss away most of it. I always order to pick up my order,but From now on, I going to check it out before leaving the restaurant 😠😠😠.
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Wrong order, customer services don’t work
Got order wrong, rice not even cooked all the way, fries GONE
App doesn’t work with their system
Placed a pick up order in the app and it did not show up in their system. They didn’t know what to do and had me waiting there for the order to show. Very inefficient!
Love It!
Only thing I’d love to see more of is more rewards and deals on the App. That would be awesome!
How hard can it be…
The food in ALL Pollo Tropicals is really good but UNFORTUNATELY they cannot seem to get the orders done correctly. It does not take rocket science skills to put together any of the meals that they offer from the menu and yet they always mess up the orders. This has nothing to do with whether they are very busy with multiple orders or not. I have been to different stores where they have not been busy and the same thing occur occurs. I just wish that they would pay more attention to the way the orders are placed because clearly is just a matter of reading how the order should be packed and what the customer is requesting.
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