Pollo Tropical

We have visited this location about six times since it opened sometime around last December. First time was awesome, great food and service. Second time too. Next four times, not so much. In fact, the last time we were there, early this week Monday or Tuesday, it was so bad it bordered on the ridiculous. No chicken. No CHICKEN! As soon as we placed our order we realized we were in for a long wait. The restaurant was about a third full and no one had their food. Many a sour, disgusted look on peoples faces. We waited 35 minutes for our food. The manager never came out to apologize. One of the folks behind the counter did come out and apologize and offered free desserts. He went table to table to apologize again. His name is Raul Ferrer. Manager’s name is Silas. Raul knows how to be the manager, not Silas, who hid in the back. Another time we were there, a mother with two kids waited 30 minutes for food and when she went to question where it was she got grief from a young girl behind the counter. No manager around. She asked for her money back and got it. But no apologies, nothing. They did not care. All the other customers did. We will give it another try because the food is good. However, management should wake up, there is a new PDQ right across the street and it is pretty darn good.

This place is a great option for fast food. The chicken is tender but some parts of it are dry like the wings. Calypso beef is pretty goo but the pork is just ok. They have a nice variety of sauces Togo with the meat. Both times I’ve been here is just thru the drive thru. I just can’t imagine how chaotic it would be if there’s a big crowd. The second time I was here, I didn’t even get my second side. I didn’t go back because it was rush hour and it would take me another 30minutes just to do that.

Before I walked in, I thought this would be just some other fast food restaurant. it was more than that.
When you first walk in and get greeted warmly by the cashier. She was well versed on the menu and made some outstanding suggestions. Can’t remember her name. Just now she’s very upbeat and wears glasses. She quickly got me ordered in no time.
Araney, the dining room server, was so pleasant and provided superior customer service.
I’ll be back.

Love some grilled chicken/​vibrant colors in the mix of fast food restaurants. Honestly thought I was going to write this place off, but the chicken had good flavoring and really enjoyed the unique selection of sauces. I don’t think I’ve ever had a yucca before either.
All were very delicious, I did wish my $ 2 order of fries were bigger though. I probably won’t get them again but they were seasoned very well and had a nice crisp to them. Overall, friendly service at this location with good food.

Just a great meal for the price as we get leftovers with the Tropichop meals. Fast and friendly service. Wait staff gets the orders out fast.

Remember what Joe Pesci said in one of those Lethal Weapon movies? Don’t ever go through the drive-​thru because they EFF you in the drive-​thru!
Well on my first visit to the PT i went in to order. I ordered a whole chicken, that comes with four rolls and an order of plantains. Plus I ordered boiled Yucca, small waffle fries and an order of calypso beef.
The place was packed, I even told the cashier that, «I was going to be the last nice customer she deals with tonight.» She smiled in acknowledgement. I was waiting for about ten minutes when the manager informed me that the calypso beef was going to take another 7 minutes.
It was ok because they have a bunch of sauces available, that looked great. So I took my time while I am watching the chaos building up.
Food orders were given to the wrong customers and some orders skipped all together. So much for using the fancy digital pager that they hand you.
So my wait was over 20 minutes, but that was ok, because by now the lobby was full of people lining up to order.
Feeling rushed because of the crowd I left the restaurant without checking my order.
I get home, my whole grilled chicken consisted of three breasts and three wing WTF kinda whole bird is this?! NO ROLLS. ROCK HARD FRIES. The only ting that was good were the YUCCA and the plantains. The Calypso Beef tasted like pickled rubber beef. I realize they serve it with pickled onions, but still GROSS.
My wife and I decided that instead of just making do with the shite food, we would call in advance and tell them the issues so I can just run in and trade. One major problem. Nobody answered the phone number on the receipt. I let it ring so long that the fax machine picked up. Or maybe I was calling a stupid fax machine.
Oh look an 800 number on the receipt! Call it, sez my wife. So I do, after sitting thru all the special messages about how they care so much about customer service, I was told to leave a message and I will be called ASAP. Here’s a spoiler, it is now two days later and no caring customer service person has called. Oh well it looks good on the receipt anyway. No one ever call those numbers, right?
So the ordeal continues, I now, have to put on clothes — long story, we are empty nesters ;) and trek back to the restaurant.
So I get there and I was immediately helped by the cashier and who I figured as a kitchen lead. Awesome! Personality plus and they really cared that the order was screwed up.
So I ask for the manager, who happens to be running the drive-​thru. I was told she was fixing the charges on my credit card, because we returned the pickled beef. I wait some more. Finally she comes back, she tells me she took off the $ 7 and thanked me. I was going to tell her about the phone issue, but she ran back to the drive-​thru window without asking me if there was anything else.
I just shrug it off, and the kitchen lead lady said please to come back and it will be better.
Maybe.
Oh by the way, when I got home, I still forgot the rolls!!!
EFF ME!