Pollo Tropical - Sunrise

I was rushed so decided to order on line for faster service, usually I use the drive-thru. Order was suppose to be ready in 15 minutes at 6:15pm. I arrived at 6:13 to pick up and waited at counter about 5 minutes to speak to someone for my order. After checking was told it's not ready yet, to wait. After asking several more times about my order I was told the same thing, it's not ready yet or, their cooking it. It's not a large order, food for two, no sides. Meanwhile at least a dozen people came in, placed orders at the counter and left with their food. After waiting a full 30 minutes I asked for a refund since I had paid on line on their website and did not get my order. The manager who was very rude told me we don't rufund online orders you have to do that on their website. I said I don't recall seeing a refund button and I'm not tossing $31.00 away. So I asked how much longer do I have to wait for my food, it's now been 40 munutes that I have been standing at the end of the counter. So she looked on her computer screen and found my order, which they had not even started to process yet and said, we have to cook the steak so you'll have to wait. 55 minutes after my arrival, I was walking out of their door with my food in hand NEVER TO RETURN TO THIS HORRIBLE PLACE AGAIN! What an experience. You just lost a loyal customer of 9 years Pollo Tropical.

Kisha is one of the most sweet respectful person. Service is always good and fast. She is very helpful. I love eating here especially when she is here. Thank you

Food at pollo is for the most part very good. One of our favorite close to home cooked fast food meals.Professional and courteous service tends to vary depending on location. I love to go to the location on university drive and Broward. Staff is always courteous and cheerful.One location I will avoid if you can is on east commercial about 1 mile east of 441. For some reason drive through has always been extremely slow with a much younger staff. Nevertheless you can 't go wrong with pollo despite the small hiccups.

Nice place. But the fact that you have to asl for a code for a bathroom even if you are a customer just made me surprised

I ordered through app for a 3:55 pickup. I’m typing this at 4:25 PM b/c the food still isn’t ready.When I asked a manager why, she said “she is supposed to make it” indicating the tiny older woman at the cash wrap. When I tell her she just moved me down the counter and said wait here for 20+ mins while she filled other orders, the manager replied with “she just doesn’t want to make it. She’s always like that”. After the manager got on her, she reluctantly made my order no sauces as requested were given, and she finished the order in about 3 or 4 minutes.No reason for this service. Avoid.