I am writing to address ongoing issues at this Hialeah Pollo Tropical location. Time and again, orders are incorrect, staff treat customers rudely, and basic customer service skills are lacking. People pay for their meals expecting competence and respect, yet this location consistently delivers mediocrity. We are tired of subpar service, and it's simply not fair. I urge you to address these issues seriously and ensure this store aligns with the customer service standards expected in the U.S. read more

I love The best that he tried, very good service and delicious food And everything very fast, you won't even take 20 minutes

A great food with excellent service the place is clean , don't see the homeless like before

This Pollo was my go to Pollo, came here and they gave me the wrong order but on the plus side the line was moving I gotta give em that. You can't have both unless you're at Chic-Fil-A read more

This pollo is the WORST, I understand that we're human beings and we make mistakes but come on. they ALWAYS get my order wrong, either something is missing or something is there that I did not order, and there's ALWAYS something wrong with the food, the rice, ANY rice is always hard and poking me when i chew, and the chicken always tastes old. This place SUCKS‍ read more

Went by to get some dinner got 2 breast meals with double salad and this is what they gave me 2 small breasts the size of the bread cold, hard and dry terrible! Do not recommend going to this place ! Terrible I can make better chicken myself $22 for 2 meals my child can make better than them. 0 stars employees can care less about your food read more

Pollo Tropical - 2 breast meal - Latin American Near Me - Hialeah, Florida

This is the garbage, the slop you get at Pollo Tropical, the manager should be fired as well as staff. The franchisor should lose his/her franchise. How does Pollo Tropical corporate ignore the multiple bad reviews and allow this slop to be served. I wouldnt feed this to a dog! Gave them a second shot, the order was wrong had to go back. No english no service no quality checks in place. Very dumb people working there but they want $15 an hour. No thanks. read more

Pollo Tropical - Slop Sandwich - Latin American Near Me - Hialeah, Florida

This is the worst Pollo I've ever been to, hands down. I've gone multiple times and every time I've had bad experiences, so this will be the last time. When we got there the line was so long that I felt like something was going on, but we were pretty hungry so we decided to wait rather than drive around looking for somewhere else. Pretty much everyone in front of us was told to park or left, the line was super slow and it about 30 minutes to get our food, which I could have understood if they weren't also screwing up every order they were making. There were three people at the front door with their orders getting them fixed, and at least one person who had to also go with the receipt because they charged them incorrectly. My partner parked and after waiting for a while, had to go up to the front door to even get our food. The chicken was close enough to burnt that it tasted like it, on top of the fact that the cheesy yuca bites were fried in the oddest way I've ever seen. I don't like leaving bad reviews especially because it's a fast food place, food service gets crazy and people work hard. It's been enough times though that something like this has happened that it's worth it to leave the review to deter people from going to this location and experiencing this. I can 100% say every time we've gone here it's been like this. If you like Pollo, go to another one. This one isn't worth the hassle. I hope it doesn't stay that way but I'm not gonna take the chance to see if it improves. read more

Pollo Tropical - Burnt edges on crispy chicken, bottom was worse - Latin American Near Me - Hialeah, Florida

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Worst Pollo Tropical I ever visited in 15 years! Looks like they don't stick to the BRAND standard. Unprofessional young staff ...let's say the whole thing is wrong . Charge extra if side is fried, they sell no mango tea, kids in drive thru run it like a school project. read more

We tend to come to this pollo often as it's on our way home! Service is ok, super long waits each time. they never have anything available from their menu. Please do not advertise food you don't have. read more

Pollo is the healthier version of fast food I always do drive thru when I come to this locAtion. the food is always fresh and they aren't cheap with their sauces. I am obsessed with their curry mustard sauce. The associates are also nice and accommodating. Pollo never disappoints. I always get the chicken with rice and beans and corn. Now whenever I go they never have the mac and cheese which I have been dying to try. read more

Pollo Tropical - Latin American Near Me - Hialeah, Florida

You guys are absolutely terrible! I ordered online picked up my food, got home and everything was wrong! Just shut this place down. I spent 30 dollars and nothing was correct. Even the sauces were wrong, I almost feel like they did it on purpose! Please General manager do not reach out to me to give me coupons I don't want them and keep my had earned money for food I don't want! Just shut down. read more

i just ordered from them and they bothered enough to give me the sauce but not the fries?!?!? The fries were paid for I am not happy at all at this service. BE MORE ATTENTIVE!!!!! read more

on two occasions I've gone to this location and after waiting in the drive thru line was told they dont have chicken , seriously! isn't this what they do. I've heard this about this place but decided to give them a try anyway. sorry I did. read more

This pollo has really great food , the blond lady with a black shirt I think her name was Mirna or something she was able to take my order in a great manner and handed me the food I asked for with the sauces I wanted . They have a great service here and I will come again. read more

I went yesterday through the drive through and Ana was extremely helpful. She was patient and took the time to help me out. We order often from here and they are consistently good. This time, we just picked up 3 orders of yucca fries and a tub of cilantro sauce for (for a get together)! THANK YOU ANA! read more

This place sucks! Plain and simple I'm pretty sure the person cooking the food is blind, because the food is ALWAYS over cooked. I mean who the hell wants to eat dry ass chicken?! Every time. Not once, every time. The personnel working obviously have never heard of a napkin and are rude and inattentive. PT! do yourselves a favor and close this place down. You're better of eating out of a dumpster.... read more

This place is supposed to close at 1200 am but instead this employees stop giving service at 0900 pm and they put a yellow cone blocking the drive thru to prevent cars from entering. I hope the store manager looks into this and fixes the problem. read more

If I could give a zero I would. Every delivery order is missing an item. No one answers the phone ..EVER! SO the only way to get your item or a refund is to go to the store! Which defeats the whole reason for delivery. Go to this store to get the missing item and it literally took 0ver 15 minutes to get the sandwich. Absolutely horrible read more

I mean it when I say I'm done! It's along the way of heading home from work so I stopped by since it was empty, I see why it's dead compared to 49 st and the 1on Lejuene. I asked for a tropichop with chicken lettuce beans all the way and they gave it to me with only lettuce and corn, onions, peppers. It was disappointing and questionable how they remain open. I've yet to come to this pollo tropical without getting home with a disappointment. Do the sauces/ condiments come out of their pay? They have poor customer service. If I speak English it's a problem. When I order in Spanish they take my order faster but still manage to mess up my order. I'm truly done with this location. read more

First time that I come here, and they make you feel like you are begging for food... Will never come back to this location ,to my surprise the person that took my order Is not at entry level position.... rude service at the window, and they practically rush me out.... I always have great service at Pollo tropical, so I believe this Express location needs to check on training... So sad that many places are short on personnel but this does not give you a green light to be rude.... read more

I wish 0 stars would exist. i ordered a LARGE tropichop with the steak and tomatoes white rice and black beans and peppers. They took the order and everything was fine. When i got to the window to pay they told me that they did not have the steak. I said damn that sucks but i get it sometimes it happens. Then i asked for the grilled chicken. she changed the order for the chicken instead of Steak. when i picked up my food, I received, Small Tropichop with the fricking steak, onions and Corn. Which i am allergic to. when i told them that the order was wrong the lady said thats they couldn't change it. instead of changing it because they messed up twice!! this is not the first time this happens. IF YOU ARE HUNGRY AND WANT GOOD SERVICE, DO NOT GO TO THAT POLLO. YOU WILL HAVE A HORRIBLE EXPERIENCE. read more

Bad service, bad employees. This site is never stocked with sauces. Lazy employees. Mobile orders are never ready on time. This place sucks

By far my favorite Pollo Tropical location! This is an Express location that features two drive thru lanes and a pick up window if you want to park and pick up your order. Very convenient for me always driving around town and the best part is there usually isn't a long line even during peak hours! If there is a couple cars in front, the service is awesome and incredibly fast, and the food always comes served hot and fresh! Their menu is a bit limited compared to the main Pollo Tropical locations, but they carry the essentials: Tropi-chops, chicken/pork platters, grilled chicken sandwiches, and many more including that special garlic cilantro sauce. read more

This place is horrible . My boyfriend just bought be a tropichop for lunch and when he gave it to me they didn't even fill it up with rice and chicken it wasn't even half way which is ridiculous . Something is always wrong with my order!!!! read more

Pollo Tropical - Tropichop - Latin American Near Me - Hialeah, Florida

Should not be called an express spot... been in line for 30 mins and still have not got up to get my food. 5 cars ahead of me. Once you are in the car line you are stuck and they are soooooooo slow.... then when i placed my order no sweet plantains or coke....serious. read more

Pollo Tropical - In line stuck.... service is sooooo slow.... never again - Latin American Near Me - Hialeah, Florida

Absolutely the worst Pollo Tropical ever. Took forever for my order, had to go back because they forgot half of my order. The people that work there are slow and don't speak any English. read more

Pollo tropichop was delivered in a plastic container and fries are cold and old. I do not recommend this Place. Me and my wife live 2 minutes a way but rather take a drive to 49th street to eat from the Pollo Tropical because of how bad this place is. It really needs to undergo new management and also a better working staff read more

Pollo Tropical - Latin American Near Me - Hialeah, Florida

Honestly a terrible location, as a result of being understaffed (I assume). However being told by the workers I could not be refunded for an item they did not have when they decided to accepted the order on the app and process it is ridiculous. The app's help number goes to voicemail after 3 minutes so it is as useful as the staff workers in the store. I would avoid this store for anything but a basic order. Also they gave me no utensils for my tropichop bowls, apparently its supposed to be eaten with your hands. ‍ read more

Never coming to this location. I love Pollo Tropical but this one is horrible. No Caesar dressing in my Caesar salad and my daughters chicken breast super over cooked. Not the first time it happens here.. get it together. read more

Worse Pollo Tropical ever. My order was very simple and still was incorrect when I got it. They take forever and at the end your order is wrong. Food is not cooked well. They made me wait for half my food in the parking lot but forgot I was there waiting(had to get down)Toastones were soggy and all stuck together!! Probably 5 small pieces of chicken on the tropichop and the rice was definitely not fresh. Literally stuck a fork in it and you could lift it all out of your plate. Threw everything away! Oh and the staff is super rude! Won't be going there anymore even if I live 1 minute away! read more

This place is the pits. I eat a lot of Pollo Troprical bc I do weight watchers and a lot of their meals are low in points. I live 1 minute away from this one and I refuse to ever go there. The chicken is never cooked right. Half the time they run out of food and then you're stuck in the drive thru. Don't throw your money away here. read more

After a very long 30 minute wait in a very unusual drive thru line, when I get to the window to pay, they tell me they ran out of beans & flan. I then understood why the 2 cars in front of me left without food. They had also ran out of other items. What a major disappointment. Go to another Pollo, not this one. Hopefully this was just another Covid related shortage & not the norm. read more

This is a great fast food place to get your meal, sometimes i had some raw chicken and other times they are overcooked and small its pretty much of luck they started well but had degraded their service a little. read more

We usually come here to get food to go since we live nearby and the food is okay, but we went yesterday Sunday at 9 pm and everything was terrible. The food was old, the french fries weren't even hot, the rice wasn't fresh either and the chicken they just gave us a bunch of bones with some skin on it. It was awful! I ate a little bit because I was too hungry and the next day I had an upset stomach because of how bad the food was. They really need to get better!!!! Worst Pollo Tropical around here read more

This place sucks, ordered my food online at 7:05, now 7:56 and still no food. 5 people inside and none work

This pollo tropical in specific is terrible. They usually mess up your order, the rice is sometimes undercooked, they give you water instead of beans, and they don't serve you the amount of food usually served at their other locations. I would not recommend ordering food at this specific location because they mess up orders constantly and since they don't seem to know how to serve the food correctly. read more

This is the biggest piece of shit pollo tropical ever created. The 5 times i have given it a try because it's the closes and emptiest (clearly see why). It's always a fail. Once my wrap had literally frozen lettuce in it. Another time my wrap had absolutely no! Dressing when i asked for some after the fact. They stated they ran out. Really? No shit! That's why i have no dressing. I stand at the window for 5 minutes waiting because none of these refs come to ask if u even need help. And then give u an attitude read more

Do not waste your time going to this pollo tropical!!!!!! Worst customer service ever!!!!! They want to sell you the chicken breast at all cost, even if you ask for dark meat they will put wing and breast, so make sure that you check your food before leaving. The employees fight and scream to each other about the customers orders, so unprofessional!!!! If you have to drive a lit bit more do so but do not go there. read more

Worst place ever the workers there never get my order right, they gave me raw chicken and half of my order was missing. The manager there is very rude and doesn't care about anything. read more