Pollo Tropical - Stuart

This location is always clean. The service is great. My food is always hot and good. I'm so happy they have my favorite back the ribs.

Sunday afternoon around 3:30ish, 7 cars in line over half hour and when I pull up to the speaker they told me the system is down and don't know when it's coming back up. I can wait. When I ask how long this is going on as I saw other cars going through. Told me it's a shift change, we're not taking orders . Second shift was friendly but I ordered half chicken all white meat and when I got home. Surprised again. Not what I ordered. Been coming here for years and lately been very disappointed.

It's not the Pollo Tropical I remember from 10 years ago. Now, a simple order takes 30 minutes to prepare, even with only three people ahead of me in line. I really don't know how much longer this place can survive with such terrible service.

For years, I gave Pollo Tropical a 5-star rating, but my opinion has changed. Yesterday, we ordered takeout, and the lid on the black beans container wasn't sealed properly, resulting in half of the beans spilling out. Additionally, the Crispy Chicken was overcooked. I’m wondering if they only offer one type of sauce, because when we asked for variety, that was all we received. I might return next year to see if there's been an improvement in their service. I’m disappointed.

They really need to have more staff working during the night shift from 6 to 9 PM. I often find there's a long wait in the drive-thru, so last night, I decided to order online for the first time. However, when I arrived, I still had to wait well beyond the time they promised for my order. It also seems like better planning is needed; there were a lot of bone-in chicken pieces on the grill that were only half cooked, indicating they aren’t preparing adequately for the dinner rush. This is a recurring issue, as I've pulled up to the drive-thru speaker several times only to be told they’re out of bone-in chicken.