By Lailah on June 11, 2026 Verified by Google

This has to be the worst location to eat at EVER!!! multiple times I’ve ordered a crispy chicken Caesar wrap and they’ve given me grilled chicken as well as the fact that anytime I come in when I order online my order is never ready which is ridiculous! All of the workers have terrible attitudes I went through the drive through and order the crispy chicken wrap only to be told by two employees “we don’t do that” when instead they could’ve mentioned that if I order online I could get it they all seem like they don’t want to do their jobs 0/10 would not recommended this location to anybody EVER!!!!!

By Richardson Santana on November 23, 2025 Verified by Google

I went to the Pollo Tropical in Sunrise close sawgrass Mills and had one of the worst drive-thru experiences ever. They got my order wrong, gave me less food than I paid for, and were extremely rude at the window—even though I have dash-cam footage showing I was calm and polite the entire time.

I spent $29 and only received:
• A quarter chicken with no rice and beans
• A small plantain
• A quesadilla
That’s nowhere near what I ordered, but when I questioned it, they insisted that was “what I paid for.” No apology, no correction. Just attitude.

The staff member at the window was rude, dismissive, and acted like I was the problem even though they made the mistake. This explains why their ratings are so low—looking back, they haven’t had consistent good reviews. Clearly management is not fixing the issue.

I will never purchase from this location again. Terrible service, wrong order, no accountability, and very unprofessional employees.

I genuinely hope they turn things around, but as of now, I cannot recommend this restaurant. Be blessed all of the time!

By Mel PS on November 16, 2025 Verified by Google

I see why this place has such low ratings.
I really didn't feel like cooking today, and wanted to get something quick. I went through the drive through, and there was on car infront of me. It took 8 min before my turn to order.
I ordered the half chicken dinner, a small chicken soup and a small order of their fried yuca, and also asked for few things of cilantro lime sauce. Total was $25
Paid, and got my food. I glanced in the bag, and saw the soup in a separate brown paper bag, so I assumed the yuca was in there also.
The hospitality here is terrible. Unfriendly workers, and extremely slow service.
Came home, opened my bag and found that the yuca was not included, nor were any sauces, and, the wrong soup was given to me.
Opened the container of good, chicken looked great, my piece of bread looked as if it was already half eaten, and a small scoop of rice.
Totally unimpressed. Portion sizes are small, don't get me wrong, they did give a half of a chicken, but the ratio seems all off for the rice and cup of beans they give.
I was so frustrated, thinking I was brining it home to enjoy but I was just annoyed.
Won't be going here again.

By Shula R on November 14, 2025 Verified by Google

Located on the outside perimeter of the Sawgrass Mall, I came by around 4 to grab an early dinner and beat the dinner rush. I placed my order online and was told it would be 10 mins. I came inside and also ordered another meal after standing in front of the cash register for a little since no cashier was there. There was a lot of staff, all doing something and very friendly, but things were just slow.

It was busier than I expected for that time of day and a couple other people were getting impatient with either waiting for food or to order. They have a pick up window for mobile orders with what looked like a separate prep area. The whole time there were names (mine included) in the preparing part but I didn’t see any orders move to the ready side. The order I placed in store finally came (even though was placed at least 5-7 minutes after mobile order). I asked where my mobile order was and was looked at with confusion. I told them my name has been on the preparing board for the whole time I’ve been there (probably nearing 10 minutes already). They looked around and had no clue, so they went ahead and made my order then. Kind of frustrating to order ahead and at an off time for a quick in and out and to be stuck waiting a lot longer than promised.

As for the food, pollo does have some great grilled chicken and sauces - curry mustard iykyk. The 1/2 chicken meal is huge and will definitely be at least two meals for me. I want to give it more stars but based on the amount of people working and food that was there and ready, it should not have taken that long for the food to be ready, especially a mobile order placed in advance.

By John McAthey (Johnny D) on December 21, 2017 Verified by Google

This is 5hr first pollo tropical I've experienced so I cannot compare it to the other chains yet.
However, my experience was great. Speed of service to taste of food was great. A nice and flavourful fast food location.