ComplaintsforPollo Tropical
Restaurants
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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Pollo Tropical totally dropped the ball on a catering order for 50 people last Friday, for our kids graduation party. According to them, doordash picked the food up and then delivered it somewhere else on ***********, where it was accepted!?! Who would accept food for fifty people that you didnt order? My kids went around the neighborhood looking to see if it was sitting on a doorstep. I spent an hour and twenty minutes on the phone only to find out they would not be able to help me any further. They then promised I would get a call within twenty four hours, and they would refund me my five hundred dollars. The call was never received and no Refund, so I called again yesterday and again was promised 24 hour Call back with a refund, but no call has been received so now I'm going to rant on social media about how horrible the situation was and how they have responded. Meanwhile, on party day, I had to send family members to publix to grab anything pre-made from the deli they could get their hands on to feed my guests. I'm also thankful. I paid for it with my m x card, so i'm disputing the charge. It all ended well with a funny story the kids and family will remember, but I lost over an hour of time from spending it with family on the phone trying to locate the food. I have ordered catering from pollo tropical before and was very happy with it. But this has turned me off forever. #PolloTropicalneveragain #pollotropicaldroppedtheballInitial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
May 17 ***** pm I went to drive thru Ordered a kids tropichop And a kids chicken with fries.Paid $14.89 Went home fries not there.Called the local vineland 2x no answer Called the corporate office no answer Called a lady named ****** who was a point of contact no answer. At this point I'd love to see if someone can reach out to me to resolve.Initial Complaint
01/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order no. ****** 1/12/24 for $30.44 WE paid Uber Eats delivery service $40.99 for this order. It is the 4th order via Uber eats I receive incorrectly and try to contact the restaurant to correct but no one answers the phone. My husband and I are retirees. I am disabled so this service for us is a connivence we pay a lot more for. Instead of getting his pork meal which cost of $11.61 we received a regular 1/4 chicken value meal $7.49. He stayed w/o eating bc he is allergic to chicken. The most frustrating part is it is a repeated occurrence and we are unable to reach anyone at the restaurant.Initial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered food from this establishment more than two weeks ago and was meet with terrible customer service. I shopped at the drive through and ordered my food the staff members were rude and unprofessional. They snatched the food bag out my hand after I had a hold of it and gave me a cup that was not fully secured causing damage to my back seat and cup holders. I called their customer service line three times still with no response regarding the incident. I and extremely disappointed with the lack of communication and the lack of accountability they hold their staff members to.Initial Complaint
11/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an online order on November 6,2023 at 2:04pm ( I have emails and screenshots) My order was for a birthday party I was having for my kid. It was scheduled for pickup November 9 at 6:30, order was paid in full at the time of submitting. On Thursday my brother in law went to pick up the food as scheduled because I was busy hosting the party. When he got there they told him there was no order, he provided confirmation #, phone #, name, email, nothing was found. Or to be more clear they didnt even bother looking into their system. The staff, mainly the manager was being a smart a** the whole time. I left the party, and had to go deal with them, when I arrive they just ignored me, didnt even greet me. I had to call one out and asked if I could speak to the manager, he stated he was the manager. I explained to him the whole situation his answer was stupid, ignorant, poor! He didnt cared, he didnt bother looking. He just said call corporate I asked him if they could make the order he refused to, he kept saying party orders have to be order in advance, really! I was showinf him that I did it in advance! his only answer was you have to call the # you have on your confirmationHonestly it was the most stupid management I have seen. I am a manager, as a manager we are there to help our customers, to make our business look good. It wasnt very hard for them to just make my order. Apologize for the situation, maybe said it was an online issue but we will do our best to get your order ready. No, he didnt even bother to help or fix the issue. I was fully charged for a food that I didnt received, I had to look for food last minute to feed my party. Very disappointed.Initial Complaint
11/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am Diabetic Patent and Todat I as Always Orderd Brown **** to go . When I came home after shower and ready to Warm my Food i Noticed It was white **** not Brown **** .I can not eat white **** due to my DIABETIC . Time to Take LEAGL ACTION againist THEM . My ORDER # ***************** .ThanksInitial Complaint
10/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
10-28-23 I spent ***** on two cheesy yuca bites and a grilled chicken sandwich with cilantro garlic sauce. Upon eating my cheesy yuca bites I bit into an actual piece of glass. That was a dangerous size at that Order #****** purchased at 12:28:**** DRIVE Thru order Employee at the time was ******Initial Complaint
08/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I love Pollo Tropical but the location by my house needs an overhaul. They close at 11pm. Not 10pm, not 10:30pm, not 10:45pm... 11pm. Those are the hours THEY chose to operate. Therefore, if customers show up within operating hours, they should not be made to feel like they are a burden and charged full price for cold and nearly inedible food. I stopped by there on 10 AUG 2023 at 10:30pm and I was the ONLY customer. I ordered the Family Meal Duo w/ half a chicken, an additional large white rice, large fried yuka, 2 quatros leches, pineapple rum sauce, and cilantro garlic. I waited 20 MINUTES at the window for my food and I was missing the plantains, sauces, and quatros leches. I never received the plantains, and I had to wait another 5 minutes for the sauces and quatros leches. The yuka was cold and hard as a rock. It got thrown away. The chicken looked like bottom of the barrel scraps, and the rice was old and hard. I paid $49.92 for that!!! In addition, when I got to the window, a male employee was taking my order and another female employee walked up in between him and I while we were talking, snatched his headset off of his head, and said we need to close because someone just ordered **************************************************************************************************** Regardless, we had 30 minutes until closing! If they really wanted to, they could've told the customer they were out of chicken or something like they tell me half the time when I go there. I sent them an inquiry directly a week ago and never received a response back. I want my money back!Initial Complaint
07/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hello, I live in *************, **. I went to Pollo Tropical drive thru on 5/27/23, *********************** and ordered 4 Caesar salads and coconut shrimp combos totaling $39.76. I waited almost 30 mins in the waiting area of the parking lot for them to prepare. I drove back to Boynton and upon opening they were all burnt, the shrimp. I was massively disappointed because they normally are good. I immediately called the restaurant and couldnt reach anyone but the system allowed you to leave a message but no one called back. I then got online and submitted a complaint and didnt hear back. I called the number on the receipt for customer service ************** and they verified they received the complaint, my email address is ******************** and said they would refund my money back. Then another week went by and no refund. I spoke with several customer care agents and they not only took the information from my receipt again, they also took my credit card information and informed me my card would be refunded the charge. This has been about two months and no refund.Initial Complaint
06/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 05/21/2023, my family and I decided to order food from Pollo Tropical using the $30 reward balance I have in my account. For unknown reasons, the order could not be processed online because the system would not accept payment using my reward balance, so I decided to go to the nearest Pollo Tropical, (store number *****), located at ************************************************************* ***************. *******. ***** for help with my order. When I approached the cashier tried to help me with my order but without success. She, very kindly, called the locations manager and she couldn't help me either. This situation made me feel uncomfortable, not only because I saw that there were people waiting behind me, but also because I felt as if in front of other people, I was trying to acquire food without paying for it. Faced with this unpleasant situation, the locations manager explained to me that I had to pay for the order and to contact you by phone on **************. After leaving the store, I called the aforementioned phone number from the Pollo Tropical parking lot and reported the incident. Ms. **** told me she would going to "escalate this issue to the management team" and that I would get a call back within ***** hours. However, to date, I have not been contacted by anyone, despite having called several times, (05/23/2023; 05/25/2023; 06/01/2023; 06/05/2023; and 06/14/2023). I am very upset with this unpleasant situation, and I am too old to be going through discomforts and uncomfortable situations in my life. I respectfully request that Pollo Tropical send me a check immediately for the amount that I have in my account.Respectfully,************************************ *********************************************. **. ***** *************Customer response
07/24/2023
No, I don't hear anything from Pollo Tropical.
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Customer Complaints Summary
27 total complaints in the last 3 years.
7 complaints closed in the last 12 months.