# Pollo Tropical — user reviews > 312 indexed App Store user reviews of Pollo Tropical by Fiesta Restaurant Group, Inc, rated 4.81/5 from 42,652 ratings. - Source: https://appshunter.io/ios/app/pollo-tropical/id825100357/reviews - App overview in markdown: https://appshunter.io/ios/app/pollo-tropical/id825100357.md - Rating breakdown: 5★ 38,598 · 4★ 2,114 · 3★ 759 · 2★ 246 · 1★ 805 ## What do users think of Pollo Tropical? Overall sentiment: negative **Pros** - 🍔 Delicious food - 👍 Friendly staff - 🚀 Easy mobile ordering **Cons** - 🐛 Incomplete or incorrect orders - 🕰️ Long wait times - 🤖 Unresponsive customer service - 📍 Inconsistent store operations - 🤔 Confusing app features **Commonly reported bugs** - App login and account issues - Unreliable order processing - Inconsistent app behavior across devices **Most requested features** - Ability to edit orders - Better order tracking and status updates - Improved rewards program integration - More customization options ## Newest reviews (16 of 312) ### 4/5 — Love It! *2026-08-29, version 26.5.2026050801* Only thing I’d love to see more of is more rewards and deals on the App. That would be awesome! ### 2/5 — No veggies *2026-08-21, version 26.5.2026050801* Ordered three tropichops all the way which means it comes with all the veggies, it came with none. ### 2/5 — Good food - bad Togo people *2026-08-17, version 26.5.2026050801* Constantly leaving the sauces out of the bag even the ones I paid for. I keep thinking they will get it right one day but nope. They owe me $30 in sauce. It’s a pain when you get the order and no sauce. The sauce makes the meal ### 3/5 — So far so good *2026-08-13, version 26.5.2026050801* So far my pollo tropical is been good the only thing is i always have the smallest piece of chicken ### 2/5 — Family meal *2026-08-02, version 26.5.2026050801* I ordered family meal chicken yesterday. The chicken was OK. The beans were super watery. Absolutely no taste whatsoever at all. Seems like somebody open. I can’t put it on the pan put some water and that’s it the Yuca was dry. It was not the best for your tropical meal I had at all. ### 1/5 — App is usless *2026-08-02, version 26.5.2026050801* Worst and least intuitive food app i’ve ever used. ### 1/5 — order and delivery cancelled eith no reason *2026-07-30, version 26.5.2026050801* After plase the order 2 hrs a head still cancell my delivery a lost my linch time ### 1/5 — There is no point in getting this app *2026-07-28, version 26.5.2026050801* I got the app and then when I got to the drive-through, they told me I had to wait 15 more minutes. What’s the point it had I gone just through the drive-through without ordering ahead I could’ve just waited in the drive-through and I have to wait on the extra 15 minutes. ### 1/5 — No whole chicken *2026-07-25, version 26.5.2026050801* When you order a whole chicken they only give you the chicken legs NO breast ### 4/5 — Can’t get it right *2026-07-23, version 26.5.2026050801* Requested Guava barbecue sauce and received salsa? This is my third order in weeks not correct. We still love Pollo Tropical! Thank you for the great food! ### 1/5 — Terrible *2026-07-21, version 26.5.2026050801* Es una mierda que no puedas contactar a tu delivery y cuando tu comida no te la dejan y se llama al teléfono que aparece en la app o la operadora nunca te contestan ni te ayudan ### 1/5 — Rewards are lousy *2026-07-16, version 26.5.2026050801* For the amount of times I’ve ordered from Pollo Tropical I should have been given an award yet the point system is lack luster and ordering for pick up from the drive thru is ridiculous. They can’t accommodate you even if you have Covid and going inside is not an option! Right now the place is making me go in a circle in their drive thru line because they can’t take my receipt and prepare my order. I drove out of my way just to fine one with a drive thru, I should have just gone inside and coughed on everyone! ### 3/5 — Can’t get it right *2026-07-10, version 26.5.2026050801* Requested Guava barbecue sauce and received salsa? This is my second order in weeks and both times not correct. ### 3/5 — Issue with tropi chop *2026-07-07, version 26.5.2026050801* I can’t use the app when ordering a tropi chop. I have tried emailing pollo trop to fix this issue. When you order a tropi chop and add to cart, it only says rice and chicken. So the employees don’t put beans. This has happened twice to me. The description says rice beans and choice of meat. But in the cart and even on all the receipts, only says rice and chicken. There’s no way of adding the beans. Please fix this. ### 1/5 — Don’t bother buying gift cards *2026-07-06, version 26.5.2026050801* The app takes forever to communicate with the restaurant. I loaded two gift cards to the app and had to order online and they haven’t even gotten my order yet. I wish they made it easier to use ### 1/5 — Ordenes incompletas *2026-06-27, version 26.5.2026050801* Siempre se olvidan de algo y no se puede hacer nada. Llevo dos ordenes seguidad y se le ha olvidó las papitas en las dos ordered. ## Most critical reviews (10 lowest-rated) ### 1/5 — App doesn’t work with their system *2026-08-30, version 26.5.2026050801* 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! ### 1/5 — How hard can it be… *2026-08-26, version 26.5.2026050801* 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. ### 1/5 — App not good *2026-08-17, version 26.5.2026050801* You for get to scam ur app and u lose out on points ### 1/5 — Horrible Management!!! *2026-08-14, version 26.5.2026050801* Order via App. 30mins. Before pick up. Upon arrival to the window clerk was very nice. Gave me the bag and I noticed one order instead of two. I asked him, (*) spoke to the manager and apologized and asked me to park and go to the lobby and talk to the manager. I told (*) I can wait for them to add the order. Manager said no. Note: My debit card was already fully charged. I told them it is okay. Never mind. I hot home and decided to order my meal again via delivery. They charged my card in the App. again and I never received my meal. What a horrible experience this location have. The management is Terrible! Beyond Terrible. The staff is Excellent! Get rid of Management exercise “Great Service” instead of ownership being greedy and don’t see the reality of the business and take advantage of the “Brand” (which is Excellent by the way. I their other locations). Stay away from this location. Bad! Took my money and kept quiet! Not good! Poor location. And By the way: Impossible for this location to have a rating of 4.8 ( crooked rating). ### 1/5 — Food/restaurant review *2026-08-10, version 26.5.2026050801* There were cashiers greeting and doing mobile orders, I placed my order at 17:27 and it wasn’t even prepared until after 17:50. The female cashier kept taking everyone else’s order but mine and I wasn’t sure why so then I proceeded to wait in line for the male cashier and when I was up next he walked away from the register! I received my mobile order 18:07, the large beans were filled halfway and the rice was cold and hard along with the chicken. I didn’t give attitude nor was I disrespectful towards any of the employees for this kind of service. And I didn’t receive any sauces so when I asked they said they’d have to make more when two other people received theirs as I walked away. The address with the terrible service is; Address:18390 SW 137 Avenue, Miami 33177 ### 1/5 — needs a cancel button!! *2026-08-09, version 26.5.2026050801* Careful when you order because if you make any tiny mistake there is no option to cancel or get your money back, or even to speak to a human being. The worst ### 1/5 — Love Pollo/hate the app *2026-08-09, version 26.5.2026050801* There are many things bad about the app, but the first being the user experience the entire app is just not user-friendly. The rewards section is terrible “rewards” not good and hard to quantify and the worst worst worst thing about the app is that nine times out of 10 times store employees aren’t even able to scan the code so you can’t get credit they need to change the barcode or something because at every locations the stores have trouble scanning it. ### 1/5 — No priority *2026-08-07, version 26.5.2026050801* Almost every time I order on the app the timing takes 3x as long. Uber Eats get there food, people coming in and ordering get there food faster…. I am here writing this review still waiting to receive my order that I placed about an hour ago. ### 1/5 — cant cancel *2026-08-04, version 26.5.2026050801* cant cancel order if you make a mistake or order to the wrong restaurant. ridiculous ### 1/5 — Rude drive thru employees *2026-08-03, version 26.5.2026050801* Ordered on the app, arrived at designated time, told I had to wait another 10 minutes with an attitude. Said I needed to come in and wait I couldn’t tie up the drive thru. So because I preordered and prepaid I get rudely shoved to the back of the line so people using the drive thru can get served first. Boca Raton location on Federal north of Glades. ## Most praised reviews (10 highest-rated) ### 5/5 — A *2026-07-17, version 26.5.2026050801* Love the app, very easy! ### 5/5 — Easy to use *2026-07-16, version 26.5.2026050801* I check for app only coupons all the time. Easy to access. ### 5/5 — Like a home cooked meal *2026-06-24, version 26.5.2026050801* I absolutely love Pollo Tropical. It’s my go to when I’m busy and on the go. Better than actual fast food stops. It makes me feel like I am eating a fresh home cooked meal. ### 5/5 — Customer *2026-06-21, version 26.5.2026050801* Excellent customer service, Fast, and efficient. The manager’s name is Marlene 10236 ### 5/5 — Soooooooooooooooo gooooooooooddddddddd *2026-05-03, version 25.14.2025111301* Nice I will come again ### 5/5 — Could use some help *2026-04-20, version 25.14.2025111301* when i visit florida PT is my go to place for fast food. however this location seems to need more people or help with leadership. clearly a busy location for locals and tourists. you can see the kitchen staff working diligently and hard, but while my online pickup order at 10:27pm stated ready in 5 minutes, it was more like 30 minutes because i inquired a couple times. the staff was friendly but you could see orders were taking longer than anticipated. this did not appear to be due to anyone being slow. but more of a leadership issue with controlling or managing the flow. good luck. i really hope it improves because i think PT is a great business. i wish we had one in Apex, NC. 😉 ### 5/5 — Ea mejor fanquicia de comida cubana *2026-04-10, version 25.14.2025111301* Me encanta el pollo de aqui y sobre todo la carne de cerdo ### 5/5 — User friendly *2026-03-31, version 25.14.2025111301* Great App and user friendly! Highly recommend ### 5/5 — Excelente *2026-02-04, version 25.14.2025111301* Grandiosa comida! ### 5/5 — Best chicken eve! *2026-02-03, version 25.14.2025111301* The taste of the food is so amazing and great customer service as well….. --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-09-06.*