Pollo Tropical - Hialeah

I had a disappointing experience at this fast food restaurant. The chicken I received was undercooked, and my Tropichop was served with fried chicken instead of the grilled variety I ordered. Additionally, the black beans were more like a watery soup, containing very few actual beans. To make matters worse, the manager didn't seem to care about the situation. After driving 15 minutes back to the restaurant to address my concerns, she took my receipt and food inside. A few minutes later, she returned with my cash, stating that she needed to keep the receipt in order to process my refund. I've included pictures for reference.

Regrettably, the food did not meet my expectations. The onions were undercooked, and they overlooked our request for avocado slices. Furthermore, I've noticed that the amount of chicken in the Tropichops has diminished compared to what it used to be. To top it off, the lemonade had more of a limeade flavor. I can't recommend this restaurant, and I'd suggest trying the one in Miami Lakes instead.

The food was delicious, but the service only deserves 2 stars. The staff appeared unsatisfied and unwelcoming. We were missing napkins, sauces, and utensils, and when we asked for them, we had to wait an additional 10 minutes while our food became lukewarm. It's a shame because the food was enjoyable, but the service was lacking.

The cashier wasn’t aware of yuca con mojo and told me they didn’t have rice and beans. However, when I got to the window, I asked about the rice and beans, and the employee there said they were indeed available. He kindly updated my order and explained that the other staff member was new. I suggest that when hiring new employees, we prioritize training them on customer service and ensuring they have a solid understanding of our menu options.

I ordered crispy chicken for my daughter, but what I got was completely inedible. The chicken was so tough that it was impossible to take even a bite!