Pollo Tropical - Palm Beach Gardens

We frequently order family meals through their mobile app. I placed my order at 4:30 PM with a scheduled pickup time of 5:00 PM, which was the earliest option available. When we arrived at 5:00 PM to collect our order, the staff seemed completely unaware of its status, and one employee even claimed not to speak English when I inquired about it. After 30 minutes of waiting and a lengthy discussion with the woman in charge of the drive-thru orders, our meal was finally prepared at 5:30 PM—an hour after the original pickup time. I understand that finding reliable workers can be challenging these days, but it was frustrating to see most of the staff standing around chatting while we waited for our order. I'm very disappointed. I genuinely hope this location can improve, as it really needs better management and service.

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.

This store is literally always missing food items. It's almost a guarantee that they'll be out of something no matter what day and time you go. I understand that supply chain shortages have been an ongoing issue but I've basically just stopped going because they never have what I want to order so why even offer it anymore?

The service here is so slow. The last three times I’ve done an online order it has not been ready at the requested time. I’ve waited over 40 minutes (last visit was an hour) after the time given that the order will be ready. We love the food but the service is awful. I’m completely ignored when trying to ask where it is and so are several other patrons. Patience is not paying off. Only customers that cause a scene get their food faster and listening to them finding out their order was to be ready 15 minutes after mine was.

I'm extremely upset! This restaurant is a total disaster, and the manager, Mo, is honestly the worst I've dealt with in years! I can't believe how rude she was when I simply asked about my mobile order. Instead of being helpful, she told me to park and said she'd bring my order out if she felt like it. When I asked for an estimated time, she responded with a terrible attitude, claiming she had no idea. It’s unbelievable! Let me be very clear: I will NEVER eat here again. They will never get another cent from me! The way I was treated is completely unacceptable, and I will make sure to warn others about this terrible experience. I hope people steer clear of this place because the service and management are absolutely disgraceful!