I went to this restaurant today during my lunch break. When I got to work to eat my meal quickly, I took out the flan I ordered and it had mold. I was so unsatisfied and disappointed because this is a huge Heath alert. Especially during these hard times where prices are going up and its getting harder and harder to purchase food due to the pandemic, I went to purchase a meal during the only available time a day I had to eat and my food is inedible. Thankfully I realized, because if I wouldn't have I could have gotten sick and had to go to the hospital. read more

Pollo Tropical - The flan with the mold - Fast Food Near Me - Hialeah, Florida

As others have already stated, if I could give this Pollo Tropical a zero I would. The drive thru takes forever, when I finally got to order, a man that was answering me kept asking me to repeat the order, while laughing after three attempts at placing the order, the "comedian" said they were out of plantains and fries. I finally got to the window to pick up my order they told me they were out of Cilantro sauce as well?!?! I asked the young man at the window if he was the funny guy I tried to place an order he said "I was on break and don't know what is going on" no apology for the wait or lack of menu items. The staff here is NOT professional at all. The manager of this mess of a store doesn't care about service or the clients. This is so ridiculous, I will never order or eat here again. This store should be closed down, I recently ate at a Coral Springs Pollo and the service was amazing. What a difference in staff and location. Please don't even bother to reply-Pollo management as I have read all of the responses that go back more than a year. Excuses, excuses, and no change. Shame on you and your staff! read more

Disgusting the miniature of Manager there,I ask her for extra plate and she make bad face,because she have problems with another costumer,hello costumer sevices,you don't know about that means,take class read more

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Poor quality food, they gave me the rice cold and the portion of the meat was minimal... super small portion. They removed the sauce station and now we have to ask for sauce... everything is measured and served in tiny pieces. Everything was cold except for the sweet fried plantains but the portions and the quality for the first time in my entire life coming to Pollo tropical was the worst. read more

I have received horrible customer service at a Pollo Tropical by my job and decided to go somewhere else for lunch. I decided to give this store a chance since it was at a different location. Apparently poor customer service is the culture at Pollo Tropical. They literally have 2 people serving and they seemed annoyed at their job. Its not like they don't have plenty of employees at the store. Not sure why only two are serving when the line of the drive thru was so long I decided to get off. Its a shame because they have good food but not worth the haggle. read more

Horrible service, they always forget something, also they never have sauces available

I would like to order food from Pollo tropical in Hialeah. I would like to order & Delivery Please. read more

Pollo Tropical - This is a photo of me. - Fast Food Near Me - Hialeah, Florida

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This is literally THE slowest pollo tropical out there. They literally took 21 minutes just for one salad. I placed my order at 6:07 and got my food finally at 6:28. If you were to tell me it's because their was a crazy crowd then ok but not even, the drive thru had maybe like 5 cars when i was leaving which is nothing compared to other times. The lady serving inside went to the back so many times just to keep bringing more bags which she already had enough of, she was sooo slow when actually serving, and the second cashier was just walking back and forth in between orders instead of helping. This was literally a waste of time for just one salad. read more

Horrible service. The drive thru takes forever. If you order drive thru, always look at your order before you go. It's either missing something or messed up. Today I had such a horrible experience. I asked for a churrasco tropichop, with yellow rice, all the way. And I clearly specified NO FRIJOLES.. well when I got my order, they had added frijoles... I don't like beans, so I told them to change it.. they gave me a face, took it back and gave it back to me. When I checked, they had removed some beans, and there were still beans left behind and the yellow rice was black with the bean sauce.. I got sooo upset, I told them I want a new one, it still had frijoles... they took it back and I still found a couple of beans.. they gave me the same one... Are you trying to fool a kid or what??? It's so unprofessional and rude..Horrible experience... read more

I have visited many Pollo Tropical restaurants and this is by far the worst. The serving of Black Beans is supposed to have actual beans in the cup. They simply fill it with 90% bean liquid and 10% beans. I could see this happening once or twice, but every time? They have to know they are doing it. Unfortunately this one is conveniently located. Whenever I have time I travel out of my way to a different location. read more

This pollo is by far the worst pollo I've ever been to. The drive thru always has an extremely long wait and THEYLL NEVER GIVE YOU GARLIC CILANTRO. What good is pollo tropical without garlic cilantro?? It's trash that's what. I don't know what the reasoning is but the last 5 times I've gone in a span of a year they always tell me no when I ask for it at the window. My best guess is they don't have any left at the window and they prefer to tell you no to your face instead of just getting some for you. These people suck and honestly make the drive to go to a different one! Hopefully that one is better. It's not even worth the quick bite that people go there for, just pick somewhere else. read more

This is the WORST pollo I've ever been to. I live close by and I will drive to a different area if I want their food. The wait has ALWAYS been horrendous. Expect to wait a minimum of at least 20 minutes per person in front of you including drive through and this is at whatever time of the day. I'm guessing this location doesn't have a qualified manager that cares. And forget about ordering for pickup , it's never ready when it's supposed to and u still need to battle the crowd at the counter ! read more

If I could give it 0 I would. Honestly I don't know how they're still open. I use to work here a few years ago in high school and I saw them drop chicken on the floor and use it because "it's a waste to throw it away" said the manager Jackie. I order a small tropichop and get three pieces of chicken (I'm not exaggerating I'm being literal) and a lot of rice and little beans. Now this isn't a fine dining experience but I thought they would portion slot better. El palacio de los jugos sucks and it still beats this place. DO NOT EAT HERE, LET THIS LOCATION DIE OUT. read more

I have been going to this place forever and just cannot get enough. The salsa, the chicken and the frijoles just transports me to a different place. Highly recommend! read more

I'm not sure if any of you would eat charred plantains, but this is just unacceptable! Horrible! read more

Pollo Tropical - Burnt Plantains - Fast Food Near Me - Hialeah, Florida

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Pollo Tropical really needs to check up on this location. I moved to the area about 8 months ago and was excited to see a "pollo tropics" :) just 3min from my house. But lo and behold; The first thing you notice is the long line in the drive thru which doesn't move! It's very normal to wait 20 min in the drive thru lane. When you get your order, (1)there's always something missing (2)the food looks poorly prepared, (3)the sauces are dripping out of their containers --- basically, the food looks disgusting. You immediately feel regret. I'm a Florida native and am very familiar with the restaurant chain. I've ate at enough locations to say that This Is The Worst location they have and should be shut down! The chocolate chip cookie always tastes old (ordered three times with kids meal - 3 strikes!) I've gone to other locations and the cookie tastes 10x better! I've tried going inside to order my food and the place is dirty, sauce station is disgusting, employees don't recognize you standing there, and they forget items in your order. It's really sad to experience this with such a popular restaurant chain in Miami. I've given this location several chances and they never redeem themselves. I'm surprised that they still have business and that no one says anything. But don't be fooled, just because they have the long lines & have lots of business ... it's only because of the convenience and the name Pollo Tropical. The name is what's keeping them alive Corporate Pollo Tropical, please help residents of Hialeah Gardens!! I'm sure that Larry and Stuart Harris would not approve of this franchised location. We want a Great Pollo Tropical in our area. Fast, Delicious, and Clean. read more

Terrible service! This is the 3rd time they give me an incomplete order. I don't know what going on but the drive thru service is absolutely horrible. read more

I did my order by doordash ive never had a hard time to order food by doordash . My order was incomplete and they charged Me for it . I called multiple times and they won't answer . disrespectful! read more

I'm not sure what time this Pollo Tropical opens as the recording states 10:30, yet no one responded at the drive thru window despite there being employees inside. After waiting for several minutes at the drive thru window to no avail, I attempted to place an order to go via phone as well as check the restaurant doors - again without success as no one answered. At approximately 10:47am the side restaurant door opened for a police officer. I do not know if he was responding to a call from Pollo Tropical or the staff let him in to take his order. Either way I was already next door picking up lunch for myself & my staff at Chipotle. Chipotle's staff was prepared friendly & provided prompt service. Food was hot & all necessary utensils & napkins were included without the need to request it. Unfortunately I cannot give the same positive review to Pollo Tropical as they did not extend the opportunity for us to experience their food or service due to unreliable opening hour, staff unwilling to provide info & no one picking up the phone for a to go order. I would give it a zero if I could because they obviously are not interested in our business. read more

Love this place! Hubby and I go at least once a week when we don't feel like cooking. Good service, piping hot food and not far from our house. This is definitely the place to go when you want to eat healthier than other fast food! read more

I ordered a boneless chicken meal, corn & tomatoes and asked for a cup of water. They handed me a cone cup that I wouldn't be able to have with my food...I had to order a cup for 2 dollars because the bottled water cost even more. This is the only place in the entire WORLD that they force you to buy a cup for a drink of water. I guess every dollar counts read more

Really bad costumer service, after 30 minutes in line i asked the lady for some sauces and she was just making faces and on the back talking to other coworkers. This people make u feel like you're bothering them for doing their job NEVER GOING BACK read more

Went at night on a Saturday, I don't know if that makes a difference but the chicken was reheated and dry.

They open until midnight and at 9 pm they had no chicken cooked and if we wanted a whole chicken it would take 20 minutes. Incredible "No Pollo Tropical" read more

This Pollo Tropical in Hialeah Gardens at Hialeah Gardens Drive location is like a third world country Pollo Tropical. They are super slow because they spent more time talking about their life instead of taking care the customers. You wait around 20 to 30 minutes for your food and is always wrong. They removed the sauce station and to ask the staff for sauce is another 10 minutes. You ask for help and they leave you there and give you attitude. The manager doesn't care. I stop going to this Pollo and its sad that is the only one around my area. I get so frustrated and upset everytime we go there. I hope the owner fix this issue because this pollo gives a very bad reputation to the Pollo Tropical's name. BTW one day someone will get really sick there because the chicken isn't cook well done. I feel that I am in Cuba with Cubans with attitude because they don't want to work. The drive thru goes around the restaurant. HORRIBLE!!!! HORRIBLE!!! HORRIBLE!!!!! read more

The manager was rude, and I asked If i could upgrade my sides and she very rudely say no and was like pick something else hurry.

Such a shame because the food there is always on point but the service is absolutely terrible. The associate greeted to me at the drive thru speaker with NO MANNERS. In their words, "Can I help you?" That's it. I asked for the Pollo Meal Deal for $5.99 and ended up getting charged for the real meal price at $7.49. I asked the lady who looked miserable "what was the difference between the Pollo Meal Deal and what I was charged for" her response.. no response! Instead she handed me sauce I didn't ask for. Very disappointed! read more

I'm giving it one star for not giving me the salad dressing for my salad 99% of the time. It's irritating

Food always on point , compare to others pollo tropical this one is one of my favorite! customer services was good ladies were polite.

came here for take out. there wasnt a line at the drive through so you would figure that the least they can do is get your order right or verify. they failed to put my black beans and rice and i didnt find out until i got home. really guys? get it together. read more

If i could I would give ZERO starts this pollo tropical is disgusting ! The first time I went the chicken was completely burnt you couldn't eat it! Today I went again to give them a second chance and as I was eating my salad I found the most nasty long black HAIR! So nasty do not go to this pollo tropical ! read more

This Pollo Tropical has got to be the worst one I ever been too. I ordered Ceaser Salad sides, i asked for a side dressing and the lady at the window says there's no dressing. How are you going to sell me a Ceaser Salad with NO Ceaser DRESSING, she claims that they absolutely had NO dressing. 1, if you are running out of inventory let your manager know as soon as possible or when you are low. 2, she could have been lying just so she doesn't go through the trouble as usual actually. 3, the chicken is always under cooked. 4, the people at the window are always joking and gossiping over the speaker, it's very annoying. How do those people get hired? This place needs to step up their service because this is a fairly NEW location, and they are failing terribly. read more

Its a nice new location and all, but, they're not perfect, almost every time I go there i'm having some kind of issue with my order for example: today I asked for a grilled chicken blt sandwich combo "drive thru order", checked the sandwich & it was the new crispy blt, I told them about it, they exchanged it, I checked it again and it was grilled but it didn't have any bacon smh ‍I told them about it and then they told me we don't have any bacon, wow lol why didn't they just tell me from the get go ‍lol wow then I asked for guva bbq and then they said they didn't have that either wow lol wow smfh ‍that goes to show the trainer for the pollo tropical corporation chain sucks lol they definitely need to hire a new trainer with like maybe a Gordon Ramsey mindset to get these fresh off the boat non english speaking individuals an idea on how to properly run a fast food chain establishment or pay them more because in all honesty its ridiculous and maybe its cause pollo doesn't pay them enough to do their job right like chik fil A pays their employees, if only pollo tropical had chik fil A employees the pollo chain would be a better place lol remember always check your food "via drive thru" ALWAYS just a tip when you come to pollo take your sweet ass time checking your meal they always make mistakes just being honest. read more

Just left pollo tropical super disgusted. I've worked in restaurants before & I know what was done here was wrong. A customer had a quesadilla meal & they gave her the wrong sauce. She asked VILMA for a new sauce & Vilma gave her Caesar dressing which was wrong again. This lady opened up the Caesar dressing stuck her finger in it, licked it, closed it & gave it back to Vilma. Vilma didn't see her do it, so I told Vilma about the incident. She decided to open the fridge where the sauces were & closed it. She thought it wasn't important enough to throw out the dressing which I told her someone could get sick (You don't know where that lady's hands have been. She could've had a cut on her finger & someone could've gotten seriously sick) after I saw Vilma not do anything about it, I told the boy from the cash register... he was very confused as to what to do. Not his fault, probably wasn't properly trained. The proper thing was to throw out the sauces & refill with new ones. When no one did anything I told him to please return my money as I was disgusted by the whole situation. I spoke to the manager & she looked sincere with her apology but Vilma trying to defend herself made it worse in my eyes because she was giving attitude like she was right... I know it's only a sauce but it's still a health hazard & anyone could've gotten that sauce. read more

I only put one star because it was a minimum requirement if there was a zero star I would've put zero. this place was horrible the experience I had was the worst I've ever had in my entire life at any of these restaurants. I had to wait 30 minutes for a chicken sandwich that should've only taken 10 minutes max. not only did they take long but then they decided to give me and my boyfriend attitude when we asked for our money back. I'm never going to come back. They skipped our order completely and the manager was ill mannered. I'll never be back here this was the worst pollo tropical in Miami. Although the sandwich wasn't bad in taste the service was bad enough to make me write this review read more