Pollo Tropical 4+

I recently start using the app to order food as when I use to get to the store the lines were super long. Most times I don’t have the time as I usually get the food when heading to work as I work at the hotel on beach so it easier to get my lunch before I get in. I saw a customer walk in and walk out with his food so I ask him what he did . He said download the app order the food then pick it up. I was like I gotta do this. I did, I can say I am loving it. I normally give the half hour to 45 mins time on order. Yes you get the time to choose for pick up. I make my order go to store pick up order and make it to work hassle free. I would definitely recommend this app. Love it.

We will like to follow up on this matter, please send us an email to customercontact@pollotropical.com.

This is the third time in less than a week & a half that I’ve been to your establishment. The Tropi Chop is so unacceptable. The first one I counted the chicken & there were 7 of those little pieces, a tiny bit of corn & beans. Today I looked at the order & asked the attendant what is going on with the food? She said it is measured, I advised her that you guys are ripping us off. When I got home I checked it out. There were 4 little pieces of tomato, 4 pieces of onion & bell pepper, the food was stuck together & horrible, I asked for yellow rice & got white rice. For $5.29 cents I would like to get my money’s worth, a decent bowl would be acceptable. That was so unacceptable, you guys need the Undercover Boss to bring your Restaurant up to speed. Also the workers handling the food need to stop talking so much over the food. One more thing the salsa was half full, are you guys kidding me. I will take my business elsewhere because I feel totally ripped off, three times in less than a week & a half. The service was way better when you guys played Caribbean music & the workers were friendly. Wish I could send you pics of the food. Thank you.

Oh no! We sincerely apologize for the troubles you've had at the store. We'd be happy to take a look into this for you, please contact us at customercontact@pollotropical.com. Thank you.

So I got this app because of a flyer at my local store. I downloaded it, and was supposed to get a free item. They didn’t know how to use the app and the manager said that he’d speak with his supervisor to clarify. Ordered through the app on another occasion, and waited outside for 13 minutes after parking. Walked in at about 15 minutes after my checkin at my parking spot, and the manager stated that they don’t do curbside, but the app has the store listed as doing it, and the spots are numbered for it.
Again, the manager said they would clarify. I went back on a drive home from work to ask if they clarified, as we do order from pollo a decent amount since it’s nearby and convenient. They still had no clue, and now I’m just annoyed.
Either you offer a service or you don’t. It’s that’s simple. This back and forth is highly inconvenient and I’ve stopped ordering as much. Haven’t been in about a month. There are plenty of places nearby that actually give what they promise.

That is unacceptable, please send us an email to customercontact@pollotropical.com for follow up.