Pollo Tropical - Pembroke Pines

After a long wait in line, I was disappointed to find that the chicken was extremely dry. The staff at the counter were friendly, but the only sauce available was cilantro garlic, which didn't quite make sense to me. The beans were average. Overall, it was a disappointing experience.

I had the worst experience at Pollo Tropical! From the moment I placed my order, the employees were incredibly impatient and rude, showing no attention to detail. As you can see in the picture, my order was completely messed up! The grilled chicken Caesar salad was lacking chicken, croutons, and cheese—just a dry salad. Additionally, the rice was stale and sticky, and the chicken was overcooked and dry. To top it off, they forgot to include the beans with my rice. The service was terrible, and the wait time was unnecessarily long. Overall, it was a disappointing experience.

The setup is not welcoming at all, so I cannot recommend dining in. For those trying to use the drive-thru, it seems impossible; the line stretches all the way back from Lowe's. I would estimate a wait of at least 20 to 45 minutes. My last order was a family dinner, but I unfortunately didn’t check the box after picking it up through the app. When I got home, the contents were a mess, and the photos speak for themselves. I won't be returning to this Pollo Tropical unless there are significant improvements in the dining environment, increased staffing, faster drive-thru times, and better quality food.

Order for delivery via the website and they do not contain chicken in both meals. You forgot the sauces. I went to the store and they refused to refund my delivery fee. There were 5 other customers who came back because orders were wrongly angry. Supervisor Gloria did not offer any help. The Lord in the Register tried to reimburse me, but was called back by the supervisory authority and then said that his superior did not want to help me. Then I asked for a full refund and left the food on the counter. I only owe a fee on my credit card.

Be aware! This is our french fries order, when we asked for a change they refuse! We almost had to beg for our drinks and forks so we could eat. Very bad manners, the employees, they all look stressed, all orders delayed and a lot of angry clients.