Pollo Tropical - Palm Beach Gardens

We order the family meals often in the mobile app that they provide. I ordered at 4:30pm with a pickup time at 5:00pm (that was the earliest they offered in the app) We arrived at 5:00pm to pick up the order and the staff who not only had no idea where our order was, but also claimed to not speak English when asked where the order is. At 5:30pm after finally speaking to the woman who was controlling the drive-thru orders, she was able to finally prepare the order. An hour after the scheduled order. I understand that it’s difficult to find solid workers these days, but almost everyone was standing around talking amongst themselves when we waited for thirty minutes for an order placed an hour prior. Very disappointed. I hope this location gets some help because it really needs it.

I am absolutely furious! This place is an absolute nightmare, and that manager, Mo, is without a doubt the worst manager I've encountered in years! I cannot believe how rude she was when I simply inquired about my mobile order. Instead of providing a helpful response, she told me to park and said she'd bring my order out if she gets to it. And when I asked for an estimated time, she responded with a massive attitude, claiming she had no idea. Unbelievable! Let me make this crystal clear: I will NEVER, under any circumstances, eat at this place again. They will never see another penny from me! The way they treated me is completely unacceptable, and I will be sure to spread the word about this appalling experience. I hope others avoid this establishment as well because the service and management are an absolute disgrace!

On Monday 7/10/23. I visited Pollo Tropical on Northlake in Palm Beach Gardens,Fl, I ordered the family meal with yellow rice and black beans and a order of Plantains. I was very upset that the Plantains were burnt. I just could not believe that they served burnt plantains. I tried reaching out on Monday night, but I still have not heard back. As much as I like Pollo Tropical, this makes me not want to return.

The food is very good at this store. Love the chicken! The veggies in the yellow rice are cooked perfectly. Plantains are the best here. Delicious guava lemonade. Staff are patient and helpful. Only issue is that it doesn't look very clean. Floors, walls, bathrooms, etc. need a thorough scrubbing or sanitizing. The pavement at the entrance is not inviting. Needs a deep bleach pressure cleaning. So, we usually take the food to go because of this.

The food is always good per usual. The customer service is awful it's a bunch of. People that does not speak English or care about their job. With real rude snotty attitudes. Hope you don't show up hungry. You'll be sitting in the drive-through or inside for 30 to 40 minutes.