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I placed an order through the app on April 17. The first thing I did was update the app because my previous experience the app is glitchy. The update didn’t help. I added one item to cart and had hard time navigating to main menu to continue to add other items. Took me like 15 minutes to add 3 items to the cart. My order was placed at 2:55pm & the earliest available time for pick up was at 3:30pm. I got to Pollo Tropical at 3:20. I’m looking at the app and it tell me status “is being prepared”. I stand in line because there are no items on the pick up shelf. The gentleman checks and says my order is being worked on. I stand waiting in line with all the other customers. I look at my app at 3:30pm and app status says my “order is ready”. I ask the lady that is packing and handing out orders for my order and she goes to a box looks through 7-8 receipts, asks for my name and picks up the receipt at the bottom of the box and says “we’ll work on it now “🤦🏻‍♀️. I’m done.

My husband ordered some chicken and sandwiches and he did it for picking it up ñ, but he selected a wrong location; unfortunately the issue has not been solved. The app should offer the option for customers to easily and fast communicate with the store in which an order has been place in the next 1-3 minutes to be able to make them aware or the issue, or at least the up should ask twice the customer showing the address of the order, therefore mistakes like that one can be avoided. My star is for the app no for the food, which is delicious.

Mobile orders are never ready on time or even at all. Myself, multiple co workers, AND random customers I’ve seen would place mobile orders or orders for delivery that go completely ignored. One time, I placed a mobile order while I was at work because it was busy and I needed to grab and go. Went there and ended up having to leave 40 mins later with no food. Still haven’t received a refund. Drive through and in-line customers were coming and going before me. Pollo Tropical is the worst.