Pollo Tropical Reviews

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. PolloTropical 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 PolloTropical no for the food, which is delicious.

I placed an order through PolloTropical on April 17. The first thing I did was update PolloTropical because my previous experience PolloTropical 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 PolloTropical 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.

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.

PolloTropical is a waste of time. They never have the order ready no matter the location I choose. They start preparing the order once you are there. The service in this franchise keeps getting worse and worse. Employees don’t acknowledge customers when they come in. It is even hard to get their attention if you need to ask them a question. They seemed overworked, not happy, underpay. The tables are dirty, the garbage is overflowing and nobody seems to care about anything.

I tried to join using the Pollo app. It gave me a choice to join using the Apple or Facebook. I chose Apple. I got a message back saying the I need to enter my favorite location. The only problem is that there is no place to enter my favorite location.

I then tried to put my order in as a guest. That didn’t work either. I went all the way to the end. It gave me the total but it didn’t put the order in.

I would not recommend using PolloTropical.

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.

PolloTropical is very glitchy (iPhone 12 pro Max)! Multiple error massages while trying to order. Had to exit PolloTropical several times and reorder everything about 8 times before my order went through. On the credit card screen, green button to continue is hidden after entering card. Saved card information in Apple wallet will not auto populate.

When checking out in app there is no clear indication which location you are ordering from or the location to be delivered to… before the checkout, we need to confirm the location once more and PolloTropical does not have that visibility. Also, if ordered at the wrong location there is no easy way to quick cancel the order.

The stores have a preparation line where the meals are put together based on an overhead video display The input comes from the cashiers at the walk up window and drive thru. They work fast and hard to fill those orders. Mobil orders do not get displayed there so do not get filled. They are printed out but no one has time to check and fill them until you get to the store, try to get someone’s attention, they go look for it and take time out to fill it. Somehow the Mobil orders need to get on the board to be filled.

So I got PolloTropical 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 PolloTropical and the manager said that he’d speak with his supervisor to clarify. Ordered through PolloTropical 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 PolloTropical 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.

PolloTropical is a lot better than waiting in the super long drive thru line, but since I cannot order rolls I have to wait for someone in the store to reluctantly agree to allow me to order them when I go pick up my food. It’s enough to turn me off from ordering from your restaurant.

I’ve been waiting quite a while for this to get fixed. What’s the hold up?

I use PolloTropical and I have no technical issues to report other than I can’t edit my order. You have to delete the meal and add a meal again. App is easy enough to use so not a problem.

The part I don’t like is if I pay by credit card, it adds my info and credit card info to their data base. I have no interest in that, in case of a data breach on their end. Who does this these days?!

Otherwise 4.5 stars.

I tried PolloTropical , and tried to get myself a tropichop didn’t work I just wasted 20 minutes of my time trying to put different cards for the payment method. They said call them, apparently they are to busy to take a call. PolloTropical isn’t with it but I like the place food when I get it. Don’t recommend getting PolloTropical just go in person instead.

Poor or lack of customer service if calling to the 1800 number. In the restaurant, a lot of times, they miss something in the order or use smaller containers/less serving size portions when you pay for full size. No too friendly app, it should have a CHAT -live representative or way to cancel an order just placed.

PolloTropical itself is great! All the options are usually up to date.. Only problem is by the actual location not losing your order, messing your order up or having to wait 45min for an order that should have been done per PolloTropical .

The only thing that I would fix is the number of salsas that you are allow to order it won’t give more than 3 on each and I usually use a lot of the Fresh salsa

Everytime I order at this Pollo, I have to wait more than 30 min after I ordered. Normally I order through PolloTropical and they do the online orders at the end. They should be partial with the costumers.

They need to work on getting the orders correct on orders for delivery. Very often items are missing from the order and when you call back to the location, the call is answered by the Corporate office.

I can’t order anything. It keeps telling me to verify my email but I haven’t gotten a single email that would let me do so. When I try to add anything to my bag it tells me that the restaurant is closed or that the pickup time is unavailable, even though I haven’t selected a pickup time yet.

Edit:
I was able Sign In with Apple. So I’m changing the rating.

PolloTropical freezes every time I try to complete the sign up form. I tap on Favorite Location and the form freezes. I can’t scroll or move to the next field. I only have today to sign up and get points for Thursday order! I’ll revise my rating if this gets fixed today.

I can’t even sign up. Every time I put my information in it crashes and kicks me out. Went back in there numerous times, even deleted PolloTropical and downloaded it again as it was suggested but the same exact thing happened. Fix PolloTropical !!!!

I’ve never received a correct order when ordering through PolloTropical . Used it for a few different locations to. Same thing every time. Tried to reach out to them via the contact options and I haven’t heard back. Been a few weeks since my last attempt, they pretty much just ignore the requests for corrections.

The e-mails state there is a sale. When you use PolloTropical or the website, the sale isn’t there. I tried using a coupon in drive thru and I wqs stuck for twenty minutes. When you ask an employee for help they wont honor the price in the add. Chil Fil-A runs a far superior business on so many levels. If the food options weren’t healthier then most places I would never come back to eat.

It’s obvious PolloTropical is not maintained. You cannot add a gift card as there is nowhere to enter a pin — which it has a great pop up alert that loves telling you there is no pin.

Better than that, the gift card number is white text against a white background.

You guys should reach out to me, I’ll fix your app for you at a reasonable rate - I can’t believe you’re willing to put your brand behind this product.

good app except PolloTropical doesn’t load in gift cards correctly at all, i had to go to the website to do my order as the website accurately captures the gift card info, also PolloTropical doesn’t show the numbers you’ve put into it for the gift card and doesn’t have a spot for the pin but asks you for it over and over and over until you want to break your phone, so with that forget PolloTropical go to the website instead

If you have PolloTropical, don’t waste your time! I’ve had PolloTropical for a while, but after a recent app upgrade, I was not able to login, so I requested a password reset multiple times via PolloTropical with no email sent. Called customer support over five times and was told I would receive a call from them, never ever did (but they were consistent with the same script they tell you every time you call in, lol), but yet with no resolution. They definitely lost a customer with their lack of support or follow up!

I got PolloTropical because it said I would receive a $5 reward on my next meal. I received the email saying I earned the $5 reward but the reward never went under the “reward” screen in PolloTropical . The store refused to use the email and said it has to be thru PolloTropical . I emailed customer service who said they see the reward but it was now expired. I asked how I was supposed to use it before it expired if I couldn’t access it and at that point customer service stopped responding to emails. This exact Scenario happed to three of my coworkers as well. PolloTropical is a scam!!

No matter how many times I disable push notifications it turns it back on in like five minutes and then I have to get back into PolloTropical and disable it again and then by the next day it’ll be back on.

My receipt doesn’t even have a barcode. Really wish PolloTropical worked properly.

That has improved a lot but, it’s still not comfortable to use. Every time there’s a new feature to a certain meal that I have saved to my favorites, I need to save it again as a new favorite. Which wouldn’t be that big of a deal if I could delete the old one. Now I have three Tropichops saved to my favorites

My biggest issue with PolloTropical is that it doesn’t let you cancel an order from PolloTropical . You have to call the store and pray that the person there will refund you. Last week I had such an issue, told an employee to cancel an order after not being able to reach them for at least 10 minutes after calling repeatedly, and was charged anyway. I’ve filed an issue with my bank and told them to remove the charge.

I like pollo tropical but when I figured out they had an app I was like “oh sweet I can actually order ahead of time” but when you’re making the final payment it’s only Credit Card or Gift Card and that’s a bummer because McDonald’s let’s you pay through the drive-thru in cash but to find out pollo tropical doesn’t have that just makes PolloTropical useless I don’t want an app to save my card I want to be able to pay for my food physically for that I will do the opposite of what PolloTropical promises and wait in a line to get food.

Does what it's supposed to. I got my free tropichop already after placing my first order. Not sure why everyone else is having issues.

Does exactly what it's supposed to do. Simple, clean and everything seems to function accordingly.

To those of you who have had issues I would suggest deleting PolloTropical and reload it. I have had no issues. I receive ‘specials’ notification text messages that also tell me how to claim my rewards via PolloTropical . I also get notifications of points, updating, payments etc. Today 3/24 & 3/25 you can buy a wrap combo for $3.99. That’s a wrap, one side and soda.. all your choice. You can’t eat junk food at the Golden Arches for that amount. It was delicious REAL food!
I also get my rewards with no problems. Thanks Pollo Tropical🌴