Pollo Tropical 10005 - Cutler Bay

Usually the food is great and most of the time so the service is until tonight. Madness. I know they were busy, but the customer service should still be on the point that it wasn't. I ordered online, was ordered order was completed at 8:09, but when I was there at 8:30 it wasn't just there it was not ready, but there were several people waiting for over 30 minutes. The lobby was closed for reconstruction, so all online orders were asked to knock on the back door. Only one person worked at the many orders and the rest of the place concentrated on the drive thru, unfortunately we waited for 40 min, got the wrong order handed over to me and had closed the door on me several times trying to get the right order, extremely rude. I asked for a manager. I come home and to complete my frustration, the beans were almost all liquid hardly any real beans. Usually I don't complain about everything, but that was the worst experience I've ever had in Pollo, and I don't know if I'll go back soon. Many disappointed customers tonight. Maybe you should do what any other fast food place does and if the lobby is closed, allow people to pick up their order in the drive thru because I guarantee that it would go much smoother than ignore us all at the back door.

Ordered online for pickup. The app told me my order was ready. I went in, asked for my order and was told it would be ready soon. I waited 20 minutes while others got their food. The whole time my food was sitting on the prep counter for 15minutes and they forgot About it. I asked multiple people about my order during my wait and was brushed off each time while other people, who came in and ordered AFTER me received their food, hot and quick. They forgot to drop the empanadas in the fryer, so they tried to rush it and it resulted in the empanadas busting open and the dough Still being partially raw. The rest of the food we ordered was cold/lukewarm by the time we received the order. Horrible experience, terrible customer service, waste of money. Never again.

Why is it that every time I go to this location it gets worse and worse especially with the new employees that are there now. Rice is hard, chicken is burnt and hard, the black beans seem to have all the salt that was missing from the rest of the food and the employees are extremely rude not to mention the portions of chicken are half what they are supposed to be. Today was the third day in a row that they don?t have something available.basically there?s always multiple issues at this location will never go back here and I will most definitely spread the word

This place has gone down the drain the last few months. EVERY time I place an order on Uber they never give me sauce. The beans are not made like they were before, they are always watery. Super disappointing. The customer service sucks, I just called over an employee for assistance and she totally avoided me to go behind the warmer to drink some water- this place is practically empty. I never even complain but really I spend so much money here and on food delivery service to still have to come in person because I cannot eat this chicken without some sort of sauce. I ordered 9 sauce and got 0. This is why I now avoid this location and go to the one on 184&137 Ave. avoid this place.

Bought a family chicken and roast pork meal and they didn?t give me the pork or plantains that comes with. Also, the beans were gross, pure water. Will never buy food here again!