Pollo Tropical

I am so disappointed with pollo tropical. First time I had it was in New Jersey 10 years ago and loooovveed it. Haven’t had it in 8 years until one opened up in my hood and yuck! Food is not tasty and taste more baked than grill. Service is horrible at this location a bowl took 40 minutes and no one even noticed. I won’t recommend it to anyone. Better to go to Pollo Dorado!

This was my first time visiting Pollo Tropical. After reading the other reviews, I guess I chose the right day and time to visit because I received nothing but great service here! I received a warm greeting when I entered, and the cashier was very patient with me since this was my first visit. I ordered a small TropiChop with chicken, yellow rice, black beans, corn, onions, tomatoes, and peppers. They call that «All The Way». I probably waited about 5 – 7 minutes and my food was ready! I could hardly wait to get home because the delicious aroma from the bag made me hungrier by the second! The food did not disappoint! It was delicious! I look forward to trying the other items on the menu!

Fantasist variation of healthy chicken and endless sides! Their sauces are where it’s at!!! Must try! Value is excellent for quality of food!!!

I was SO excited when this place first opened because I love Pollo Tropical THAT much. I used to go here about 4−5x/week! The food has gone down hill though, and the service– TERRIBLE. I kept going back thinking they would get their act together but they never did. Drive thru is beyond frustrating– they can never get an order right. All of the employees are rude and short with you (except one– he works the drive thru sometimes and is so nice and friendly). Unless the nice guy is working– I can guarantee my order will be incorrect. Very disappointed with this place. I’ve probably eaten here (or visited the drive thru) 100x in the past year. After all the terrible experiences though, I MIGHT return once every two weeks. Only if I hear the nice guys voice in the drive thru.

Stick with Popeyes, folks. I went here last night because I needed to replenish my body after a hike earlier in the afternoon. First time trying it. I placed my to-​go order of the trios plus the plaintain at around 9:38 p.m. I didn’t receive my order until 30 minutes later. Pissed off that it took so long to get a to-​go order when people who came after me received their orders before me. The pulled pork was fatty; no meat in the little cup whatsoever. The plaintains were nothing special. I could have saved my $ 3.00 on that. This is one place I will not ever try again. It seemed as if the customer service was lackadaisical and just slow as for no reason. The only thing positive was the employee that took my order. He had an upbeat attitude. Other than that, nope. It’s your basic grilled food and dry at that.

Two words: Fried Yucca
It’s so good, i would go back over and over, just for the fried yucca, and its nice dipping sauces.

I tried. I tried it when it first opened, and it was awful. I wanted to wait a couple months so the restaurant could get in the groove of things. When I returned again, still awful. This place lacks flavor and service. There’s no guidance anywhere. It literally feels like a cafeteria. No service. Food quality is bleh. Setting is very nice.
I can’t say this establishment is for everyone though.

The food is tasty and fresh. There is always a 10 minute wait in the drive through, and they are always out of something. The first time I went, they were out of chickens for the family meal, this time they didn’t have wraps for a quesadilla. I mean damn, get y’alls crap together.

Just wanted to say that we went back and gave this place another try. I mean sometimes it really is me and not you. So I try to fix me and hope that YOU have it together. But I was wrong… it’s you.
To prevent getting the curse of the soggy black beans, I ordered my chop chop with lettuce, corn, onion and bell pepper and meat.
Why did they give me meat and corn only. AND it was soggy!!! No lettuce, no onions, no damn bell peppers! Meat and muthafxin CORN! I could’ve made that at home!
*inhales* So. Moral of the story here kids? Austel has found a way to ruin my beloved Pollo Tropical. Guess I will have to travel to East Cobb for the better one. So sad considering that I grew up off of Pollo back in Miami but never has my experience been as bad as this place.

I love Pollo Tropical and this was our first visit to this location. The food is good but I won’t be going back because the service is horrendous! When we arrived no one was in line to order and the store was mostly empty of customers. We waited about 5 minutes for anyone to even walk up to the cash register to take our order. Then the tables were all dirty and it was like employees just didn’t care and weren’t working. Go somewhere else!

Food is good. But the customer service is just awful. I’ve gone into the store as well as gone through the drive through and it honestly didn’t make a big difference.
The staff just seem unprofessional and incredibly dismissive and my order has been missing an item on 3 different visits.
I’d prefer a Chipotle or Boston Market here instead to be honest.

This pollo tropical is new but it’s horrible when it comes to the food and service. The rice is ALWAYS Hard and not cooked properly and they are ALWAYS forgetting something. It’s so annoying.

I have drive past this chain from Atlanta to the Bahamas and was always tempted but somewhat skeptic based on reviews. It is a better alternative for a healthier fast food option but after eating here I’m not to sure. Chicken is grilled and good flavor but I was not impressed with side selections or at least the quality. The sauces at the bar were average nothing that really stuck out here. Service was good and quick but this location as food goes might lack a little. Tried the mango tea and it tasted like no one had cleaned the pot in days. Had to settle for soda. I think the menu had potential just not today

The poor rating almost deterred me from patronizing this establishment. Thankfully I’m a rebel at heart. I ordered the most basic thing (and my personal all-​time staple) rice n beans with grilled chicken (except this time in the form of the family feast). The brown rice was surprisingly enjoyable, black beans were seasoned… like well seasoned! They could almost be eaten by themselves. The plantains are consistently amazing. My only let-​down was the lack of a good char on the chicken which is customary at Pollo Tropical, at least that’s just how they do it in south Florida… where I lived… and ate Pollo for 5 days/week…for about 4 months of my life (try not to judge, lol).

Alright. Yesterday was my first time EVER eating at this particular chain restaurant, and the food was AMAZING for 5 $ ! I had the ¾ chicken, yellow rice, black beans .
Okay now the service is BAD seriously. Fortunately I didn’t walk in at a busy time. There was only one guy ahead of me. BUT when I walked in I saw this guy /​women person and he/​she wasn’t very pleasant. Like said NOTHING, no welcomes, hello nothing. Than I stood there for about 3 minutes the manger walked by … employees walked by and they ignored me too. That’s not what you do to a paying customer … You never know who’s watching !
So anywho, I’ll rated this based off of my first experience with the FOOD ALONE !

The food is sooo delicious!!! Being from Austell my enthusiasm could be a result of having crap options for sooooo long. Now it is obvious they are working out some kinks as far as customer service but the people in this area are often difficult anyway. For example, I waited behind one lady during lunch time who took 13 minutes to read the menu and place her order. She stood at the register asking questions and deciding like there wasn’t 15 business professionals waiting to order on their lunch hour behind her.
The food is amazeballs for the price. My sandwich was served looking just like the picture on the menu. The sauces are delicious and unique.
Also if you do not order Tres Leche for dessert we cannot be friends. I ordered four last night through the drive thru. Don’t judge, technically I have that many mouths to feed.
Boss moves Pollo. I love you!

As a Unilocaler I am always skeptical of reviews, but the reviews for this place are spot on, lemme break it down for you. First off, getting here is a hassle. A stand alone building in a parking lot, whatever, I can look past that. What I can’t look past is the lousy, crappy, and disrespectful customer service. You would think that, and I’ll use the words of another Unilocaler, that with the shortage of jobs that they could afford to hire decent workers, but that is not the case. Let’s go from A to Z. A — the drive thru employee, who felt the need to tell me, not ask, to hold, get an attitude while taking my order, and then did not even attempt to apologize or compensate me when I went back in because an item was left out of my order. B — the employee at the cash register, who rudely told a lady, well that’s not how we do it here. Or C — the manager, who rushed to get me off the phone when I called back to inform her that they actually left two items out of my order, which mind you, I paid for. Now I’ve had this place twice, and maybe it was because the crew was different during the day, I don’t know, but what I do know is this, my first experience was not like the second. The first time I had the food is was, I don’t even know what to say other then heavenly. Chicken salad, boiled yuca, red beans, I mean, it was just so good. The second time, I felt like I got food from a different restaurant. The waffle fries — Burnt. The bread — Soggy. The meat — Tasteless and bland. A complete 360 from my first experience, oh, not to mention that they shorted me in the sauce and were out of the mango tea. As things stand now, I probably won’t be back, at least not at night. My recommendation, if you do order, eat inside, don’t go through the drive thru, and bring your patience to deal with the disrespectful and ungrateful that they have a job employees that work there. If it was not for the first time I had the food I would give this place a 1 star.
⁶⁄₁₃ — I am updating my review. I made a comment on Twitter @ this company. The reached out to me and asked me to provide information detailing my experience. I did so the same day and received a reply the following day offering the full compensation of my meal. I appreciate the corporate response of this company, however, I will not be returning to this location.

Good food they just take to long to get orders out. For a place that has the chicken done rice done and beans done before you order why it takes 15 to 20 mins for your food to be giving to you. I just waited 20 min for a ¼ chicken with rice and beans. WHY when it’s already done just sitting there. This is crazy I can’t add them to my to do list anytime soon. I’ll try them one more time later on in the year to see if they got there act right yet

Two words: fast-​food Caribbean. (Ok, three.)
Have you ever heard of such a thing?
I was driving down the East West Connector and looked over to see Pollo Tropical looking like a Bermuda resort landed in a plaza parking lot. Light turquoise blue with accents of yellow, red and white… I had never before seen such a vibrant looking fast food chain. I gasped at its peacockery and whipped my car into the lot.
The lady at the drive thru window, Diamond, said they’d only been open for three months. I was slightly overwhelmed by the number of options and just started ordering things… way more than I could actually eat. Here’s a quick rundown:
¼ Grilled Chicken (³⁄₅)
The chicken was moist with a subtle marinated, grilled flavor.
Rice and Black Beans (²⁄₅)
The rice and beans were served in separate lidded containers. The rice was unsalted and the beans were bland with no seasoning whatsoever. Combining them didn’t improve their flavor so I set them both to the side.
Caribbean Corn Soufflé (⁵⁄₅)
The menu calls this a «sweet corn casserole baked to perfection» and clearly they aren’t shy about touting the dish. When you taste it you’ll understand why. It reminded me of a corn spoonbread and I couldn’t stop eating it. I can totally see people trying to pass this off as their home cooked recipe at family gatherings. So good!
Sweet Plantains (⁵⁄₅)
If I didn’t know these were from Pollo Tropical I would have thought they came from a mom and pop (or is it mami and papi?) restaurant. They looked pan-​caramelized and they tasted great.
Sugarcane Roll (³⁄₅)
This looked like a King’s Hawaiian sweet roll so I expected it to taste like one. It wasn’t nearly as sweet and it really didn’t add anything to the meal. If you ask me Pollo Tropical would be better off doing some kind of licensing deal with King’s Hawaiian to get the real thing.
Based on the items I tried on my first visit, 3.5 stars. I’ll definitely return to Pollo Tropical again to try other items on their menu.

Sad. :(This place just opened and its all ready going downhill. I was excited because we would go all the way to Cobb pkwy for Pollo Tropical and now there was going to be one closer to home. I thought it would be the same. Nope.
First, the girls at the register have no idea about customer service. They also don’t know what’s in their speciality drinks. They just looked at each other and didn’t go get a manager to find out. They don’t how to inform customers about the options.
Second, they are not even busy and they can’t get the tables cleaned when they have 3 workers walking around the tables. We had to clean the filthy table ourselves. There were many dirty tables, food on the floor, salsa bar was a mess. I had to wait for 5 minutes just to get a serving spoon to get a dipping sauce out of the salsa bar. Sign of poor training and management of staff. Thirdly, the food I ordered was a joke. Mojo pork was burnt and dry. The yellow rice with veggies came out like it had been plopped out in a dish. Expected for fast food, but at least scrape off the white rice. You can add more than 2 green peas to it too. This is not what we get when we go to Cobb Pkwy. There are actually real veggies there and not cup shaped rice. Quality control. I don’t know if we will returning to this location, if they can’t even handle 10 people in there. They can take a hint or retraining from the Cobb Parkway location. Maybe they need a re-​grand opening. I would hate to see it when it gets busy. Perhaps they will improve. I hope so.