Pollo Tropical
Customer Satisfaction Survey

Customer Feedback Is Important

Your Opinions Matter

Your opinions help create better customer experience in the future, for you and others.

Honest Answers

Your honest answers to survey questions is important for improving customer experience.

Timely Feedback

Your timely feedback is important to have your recent customer experience fresh in your mind.

Message Received

Your feedback (good or bad) is very important for future improvements with customer service.

Ready to Speak Your Mind?

Pollo Tropical Customer Survey (www.pollolistens.com)

Pollo Tropical Logo

Pollo Tropical is currently inviting customers to complete a customer satisfaction survey. An invitation to the survey is currently being printed on select receipts.

About the Survey: www.pollolistens.com

The survey is located at www.pollolistens.com

This is a customer satisfaction survey, meaning it's goal is to gain knowledge and insight into how customers view their experience during their recent visit to Pollo Tropical.

Rewards or "prizes" are often given for completing customer surveys such as this (check your receipt for details). This is what I like to call a "Survey Reward".

"Survey Rewards" are given to you as an incentive to give your valuable feedback as a customer.

If your receipt states that there is a reward (such as a free coupon, or sweepstakes entry) getting your free Survey Reward is simple.

Getting started with www.pollolistens.com

Here's what you need to do to complete the Pollo Tropical Survey (located at www.pollolistens.com) and redeem the offer printed on your receipt:

  1. To get started, visit www.pollolistens.com
  2. Read over the quick and easy instructions
  3. Make sure you have your receipt in hand
  4. Click "Start Survey" to begin

Enter Survey

If you’ve visited Pollo Tropical recently, you already have what you need to save money on your next visit.

All you need is your receipt from Pollo Tropical, fill out a short survey located at www.pollolistens.com, and you will receive a money saving offer good for your next purchase from Pollo Tropical.

Ready to Speak Your Mind?

95 thoughts on “Pollo Tropical Customer Survey (www.pollolistens.com)”

  1. Good evening,
    i like to express my disappointment experienced while ordering through the drive thru on 08/22/2020 , order # 723, store 1985 N Homestead Blvd, Homestead, FL.

    Upon check-out of my purchase for $11.73 the cashier handed me change for $15 but handed $3.00 instead of $3.27. Pollo made a profit of 0.27 cents from me which multiply that by the hundreds if not thousands of customer attended daily. After i addressed the shortage the cashier stated there is a coin shortage and that in order to charge exact amount i would have to use a credit card. I don’t find this to be fair to a customer, in fact, wondering if even legal. Why doesn’t Pollo absorb the lost?

    I know for a fact that if i was short on cash my order wouldn’t be fulfilled. I’m disappointed and even more so not even an apology behind it.

  2. Hildelisa Reyes

    order ticket#285
    order#245685 store location 7845 W. Hialeah Gardens Blvd. Hialeah, Fl. 33018
    employee# 412726 name: Yennifer
    I am an employee of Memorial Health Care I went for my 50% discount told the lady that took my order by drive thru I showed my ID at the window . The girl at the cash register didn’t give me a discount and they also forgot to give me a large plantain order and a small yuca frita order. I didn’t come back cause I live far from your store. I called the store and I was trying to explain to the lady my situation and she didn’t have any customer service whatsoever.

  3. Richard Estren

    Very disappointed this time. Sunday evening during Covid19 challenges, so did a drive thru for family meal. Store #10083 order #295 . White chicken very dry, even sauces didn’t help…dark meat better but not our favorite. Maybe the chicken was cooked earlier and left there. No plantains or boiled yucca, till Tuesday they said. Brown rice was clumpy and bland, corn acceptable. Clearly not our dream meal for Sunday eve. Store just must’ve been off, bc we go there monthly, but tonight wasn’t promising.

  4. I went to Pollo Tropical on 1811 S. Semoran Blvd., Store#10032. It was on Feb. 28, 2020 (Friday). I was not feeling well, so I wanted to buy some chicken soup. Let me tell you that I had the worst experience with this Pollo Tropical. I have had bad experiences previously with the other Pollo Tropical in the area, but this one was the worst of all!!!!! I asked for only ONE large chicken soup!!!!!! That was all!!!!! I went through the drive thru and when I got to the window they only looked at me once, and kept on like if I was not there!!!!! I kid you not, I was there waiting for my ONE chicken soup at the drive thru window for about 20 minutes or maybe more!!!!!!! They didn’t even bother to say, we’ll be with you shortly. When they did open the window, they did NOT even say, I’m sorry for your wait!!!!! They gave me my soup and when I said, “thank you”, the person did not say, you’re welcome. I said thank you because my parents taught me to be courteous. Then to top it off, the soup tasted bad. I don’t think I’ll ever go back again!!!! You don’t have to pay money to be nice and courteous!!!!! Oh, and by the way, fix your survey website. On the receipt it says, Go to www. pollolistens.com, your opinion is important!!!! What a joke!!!! I have been reading the comments from years ago and they have the same complaints!!!! Bad service, bad customer service and bad website for the survey!!!! Pollo Tropical get your act together!!!!!

  5. To whom it may concern,

    I am a very upset and disappointed customer. The reason is my husband went to Pollo Tropical yesterday 11/6/19, at 3061 Northlake Blvd, Store#10048 and got the Churasso meal for himself and the Churasso bowl for me. We were very upset and disappointed to notice that there was hardly any Churasso in both his meal and my bowl. I could honestly say it was mostly rice and beans that we ate for dinner. Neat less to say we were both left hungry. This is not right after spending $14.42, I could have bought a rotessorie chicken instead and not be left hungry. This should not happen, you should give a decent portion not just 3 strips of steak. My husband is so disappointed he said we are not buying any more food from Pollo tropical and will tell our friends and family. I hope you can do something about this. Thank you for your prompt response to this matter.

  6. I just had lunch at pollo tropical in Daytona. It was the worse meal I have ever had. The chicken was cold, the white rice and beans were cold and lumpy and the condiments bar was not replenished and had old condiments from the night before. What a let down for pollo tropical. I left Palm Coast to eat in Daytona and it was a total let down. My coupon code was: 1601 1218 2201 1099 and the pass code was: 46937. Don’t send me any coupons as I would not be eating there for a long long time. What a disappointment.

  7. I’ve been going to the location 2140 Gulf to Bay Blvd., Clearwater, FL 33765 since they open and every time in most the time they keep forgetting things or they don’t have any they don’t have chicken one time they don’t have silverware one time they don’t have a yucca and I am very tired about it and today I order a chicken and when I go home all I see was mini pieces of chicken I never see it’s chicken that small really ridiculous I am very disappointed with the service they provide over there I Believe the manager pack my check ( the guy in the green shirt) my order number was 348 oh and today they don’t have a yucca either Thank you

  8. I frequent location 1277 sw 8thst Miami Florida 33135 the food and service second to none. However, when it rains which frequent here in Florida it’s a nightmare there’s no cover for the employees nor the customers. This should be an easy fix at the drive thru. I hope pollo listens…



  10. The manager at store 10064 is famtastic, everything is always fast, friendly and perfect when she works. I do not know her name but she is working now it is Monday 4/15/19 at 5:23pm i always know when she is working, it’s not the same when she is not on duty. I visit often.

  11. your sytems are really messed up, bad or indifferent service, whacky prices on specials,
    and the service at 5554 n. federal hwy in Ft. laud. needs adjustment quickly. employee
    Naderge gives English a tough rough workout…very sad. like going into a “THIRD
    world agenda” SHE IS STUCK IN TUNNEL VISION. you have to ask for everyTHING>>> she does not really care…sometimes the place is okay, others foreGET-IT
    I am surprised that any of the Pollos stay open, proves a point, you can treat customers
    badly and they will still line up at the drive-thru….and counters…does not matter.
    my coupon code was INVALID, and your system states I have said this before, which
    is wrong….I have never ever filled out anything with pollo before…even after some
    very disappointing visits and even will not ever visit the East Oakalnd Park store again..
    good luck to everyone, unless the management clears up some serious issues, the
    doors will eventually close….the chicken is rubbery and small chicks….needs to change.
    manytimes it is burnt…tastes dried up and tired or held over from previous days…
    very sad situation….

  12. The Survey is a Joke I did and I did Not Get any Validation Vode That’s Not Very Profesional from the Company Doing These To The Clients ! 👎

  13. I tried to do this as I always have and it isn’t working right. Filled everything out and it never gave me a validation code as it used to….??? What happened to the seating in our restaurant here? Ugly chairs and tables suddenly instead of the nice comfortable booths! Booo…

  14. Lawanda Torrence

    I am trying to do he survey and I can’t retrieve it. I only have 1 more day to get the code. I called the customer care and they said the site has been down.

  15. Fernando González

    La página no funciona es tremenda porquería sabe mejor el pollo de Santa clara en Cuba deberían cerrar.

  16. Shantisq Hubbatd

    My code is +563-291-424-9425 I’m unable to take the survey its says thank you for your time taking the survey I never got to take survey also I wanted to complain about the polo on Fowler Avenue. Just open up store number 10217. Order number 2 1 4 1 2 3 employee 403-7799 J’ Nai not very polite did not even speak when I came to the window I had to say hello to her the service was horrible the chicken was burnt I ordered a chicken quesadilla wrap the cheese wasn’t melted I did not taste any sauce the wrap was very dry I didn’t have time to go back and complain I was on my way to Miami and I didn’t eat anything that day so I stopped by Pollo to get some food and I was disappointed I end up throwing the wrap out because it was very dry I’m not sure who is running that area over there but why would you serve someone burnt chicken in a wrap and then you didn’t even melt the cheese I was very disappointed in the service over there I will never go back to that one for sure! With service like that I’m not sure how long you guys will stay open over there.

  17. Reinerio Sarmiento

    No hay acceso a la página, visite el pollo tropical store#10059, recibo 5671905926429124, y compré supuestamente 2 soup bowl con un valor de $9.18, cuando llegué a mi casa aquello no era soup era agua, tenía 1 pedacitto de yuca, dos pedacitos de pollo y uno de plátano, por favor fue un mal servicio , nunca había pago un agua ya cara, fue mi primera visita y última, me siento defraudada con el servicio, excepto el del cajero q le expliqué que era mi primera visita y el me ayudó,

  18. The survey is not working. I tried to put the code in many times.
    Here is my coupon code 3421 2181 2458 2126
    Pass code 73518

    Please send validation code or coupon to my email.

  19. This is the second time in 4 months where I got the ticket for the free 1/4 chicken meal. first time I though you were possible having system problems. It appears from the reviews I just read the problem is continous. I attempted to take the survey entered the Coupon Code: 1941 7025 07247121,and received a message of thank you for doing the survey without requesting my Pass Code: 04701. I hope this is’nt the norm at this store or any other if so why issue a receipt when you know the offer is not valid.

  20. Pollolistens.com doesn’t work, please fix. I already lost about 4 surveys because it passed the 2 days. My last coupon code is:
    2611 9064 0308 1115
    Pass code: 46007
    Please send me a validation code.
    Thank you

  21. When I first tried Pollo Tropical I was ecstatic about the fresh clean healthy choices that the menu had to offer. The 2nd time I decided to change my order a wee bit. I ordered the tropichop bowl with mashed potatoes, no gravy, add lettuce. When I arrived at the window to pay for an pick up my custom bowl the little lady at the window told me that her manager told her that I wasn’t given lettuce with my order because, ‘mashed potatoes do not come with lettuce?’ I intern told this little lady to please let her manager know, that IF she would like to pay for my order, she is more than welcome to suggest I do not add the lettuce. Until then I order an pay for my own food.
    Well last night my guests and I went back after a coupe months.. Again, I ordered my bowl with everything I wanted, adding the lettuce.. Again, I was NOT given lettuce. I had to wait at the counter for one of the 30+ employees that kept passing me by, just looking at me an disregarding me for 5 minutes to finally someone asking me what I needed. On top of making my order the way that someone else wanted me to have it, my bowl was drowning in black bean juice. My food was soggy. I couldn’t even add my favorite sauce to my bowl because after mixing it together, I ended up with a bowl of soggy sloop soup. I am very disappointed that these people think that they’re intitled to change someone’s food order the way they feel it should be made. I’ve decided that it’s time to find a different location an NOT visit the Pine Island location for a while. Also, maybe someone should consider English speaking an reading employees. 2 of the young ladies had issues translating my English receipt. This is not good customer Service in my eyes. There is major language barriers happening there an NO one really cares. Shame shame..

  22. The little “coupon code” they have at the end of some receipts to get a validation code to get a free 1/4 chicken does not work. What a shame! Why give these type of coupons when pollo tropical is not willing to give you a validation code after doing the time consuming survey which by the way have sticky white rice, too much liquid in the beans. Plus in need of better customer service.

  23. Jean and Natalie did an exceptional job preparing my food, jean cooked a fresh chicken breast for me when all were sold out for the night around 10:30 she went above and beyond making sure that I left happy! Thanks again!

  24. i dont know were my first post go! i just want to say thanks to Aleida the best Cashier in pollo tropical in Coral gables and her team! they are the best and make my lunch niche every day! hire more people with the same values, customer service and and more like them!

    thank youuuuuuuu

  25. i want to thank to the best pollo tropical in Coral Gables for make my lunch so good! specially to Alida and her team in pollo she is the nicest, helpful, and responsible cashier in the world! pollo should hire more people like her and her team. with people like this its good to go and buy luch everyday!

  26. I don’t know why some above are having problems with the survey and even the food/service! I had no problem with the survey, and the food is always good. You really rated on that new chicken sandwich! Not to mention the chicken bites! I have no complaints. Keep up the good work.

  27. How can your management be so stupid to ignore all the customer complaints about not being able to complete the survey. Fortunately you have managers like Freddy at store # 10138 that knows how to run a clean store and treat a customer

  28. Toke this survey. PolloTropical better step up before they have to close stores! The food is terrible! Chicken not cooked fully, the ribs were dry as hell! It’s a shame.

  29. Does not work. I enter the code and it just thanks me. I tried with and without the spaces. I suspect management has not tried to use the survey or it would be fixed quickly

  30. Every time I attempt to take the survey at: pollollistens.com. The following window shows up.

    Sorry, an unexpected error occurred. B.sfwkp.jk8qjrma)

    I’ve called customer service several times and reported the problem. I guess pollo doesn’t listen because the problem still exists.


  32. The worst experience from Pollo Tropical at 5554 Federal highway, FTL. The serving area was unkept. The tin barrel they have the chicken in was very dirty. The Supervisor, I think, he had on a red shirt and blue pants, apart from the other employees, push the dirty cart and the went and put the chicken on the grill at the same time. Employees all seemed to have attitudes as though they did t want to work. No ice in the machine. Food was about the same rank. Wrong, I asked for dark meat. And yellow veggie rice not mush.

  33. Took the survey, but never received my validation code. 🙁
    Coupon code: 2501 8091 2620 6071
    Pass code: 57467

  34. I did enter my code and got a “Thank you for visiting” !!!
    This location 1454 Alton Road, Miami, Beach, they are so slow and when they ran out of chicken (which they always do), they don’t come outside to tell people in line (drive thru) to inform them. Instead people have to find out when you hit the window.
    And the waiting time is usually 20-30 minutes. And when you tell the attendant why is there such a long waiting time, he tells you is not true!
    Horrible service!

  35. Derrick Latson

    Wow, survey page not working and comments have expressed having a problem with the survey, service, food and experience. Doesn’t sound as if anyone is actually listening.

    1. I agree This aint Miami. The Help would make Honest Black people ashamed. These kids have an agenda and its obvious The Black manager also had an attitude. they have lost me at this location. i explained that They dont come here to be political. We support hard work. Its about time these “Black Supremist” go somewhere else and work or get off their bigotted asses and give the public what they need. If this store is to survive the political statement has to be gone. Sounds like Jacksonville along with the other areas that have black employees are having the same issues. I love Pollo but My experience was in Miami and Homestead and the workers were Latinos who understood the work ethic requirements. i love pollo and would like to see these Black kids survive and excel cause race is not the problem. The racist attitudes are the problem. Politics and work do not go together.
      I dont expect to see my Pollo Tropical near USF survive.

  36. Lizette Lewis

    I had not been to Pollo Tropical in a while due to dissapointment with customer service and quality of food. I decided to try again today. I went at lunch time to store on 2390 S University Drive at noon to get lunch. Went in through drive-thru and it took forever. Cashier was nice but time waiting in car for previous customers and to get my food took too long. Food was cold! Not happy!!
    I tried to do the survey today and my receipt was from today. It asked for my code which I entered and then it said “We thank you for your time spent taking this survey. Your response has been recorded.” It didn’t give me the validation code or even let me answer any questions. Therefore, you don’t get coupon for 1/2 price.

  37. very very disappointed. web site not working. Tables are never cleaned a complete mess. I had to clean the one I use. Every day es getting worst and worst.

  38. pollolistens web site not working,
    my family and me visit the 1051 S Military Trl, Deerfield Beach · (954) 596-1722 for Dinner around 9.30pm not good service the food was cold, the fries are cold and hard, very !!!DISAPPOINTED!!!!!!

  39. Marsha Edwards

    I don’t have my receipt code because I returned to the store after seeing what was given to me when I got home. The refund receipt does not provide a receipt code.
    Food was missing and not served as requested.
    I got tired of the disappointment and awful customer service so I returned to the store to get a refund.
    I visited store#10151 in Hollywood, FL and had an awful experience.
    It’s not my 1st awful experience but I decided to give it another chance.
    There seem to be an issue from management down the line.
    To begin, customer services does not exist at this store. Drive thru is the worst.
    The orders are ALWAYS incorrect and when you try to correct the order the staff gives the customers attitude. Each and every time our family goes through the drive thru when we reach home something is wrong with the order ex: cups are filled with watered down juice that were not replaced, the chicken is BURNT and HARD, the yellow rice looks more like a mixture of white rice or they share the wrong protein.
    When you request for any sauce the cashier tells you it’s finish or gives you a leaking sauce container.
    Don’t serve your patrons what you would not want for yourselves or family members.
    People have to work hard for their money, why should we patronize your business when your staff treats the patrons like trash and acts as if you are not standing in front of them.
    All the staff does is talk, laugh and play around. Maybe if the reduce all the talking and focus on their job the orders would be tight.
    There are other companies that serves the same type of food in this area and food tastes better with more variety, excellent customer services and provides 100% better atmosphere.
    This is where I will take my business

  40. How are you suppose to leave your opinion when your system does not work. Just to let you know, I visited 5720 Wiles Road and it is the worst Pollo Tropical I have been to. You don’t get greeted and the condiment counter is filthy. VERY DISAPPOINTED I COULD NOT LEAVE A SURVEY.

  41. Bonita Matsumoto

    I tried to do the survey today and my receipt was from today. It asked for my code which I entered and then it said “We thank you for your time spent taking this survey. Your response has been recorded.” It didn’t give me the validation code or even let me answer any questions. What is going on with the survey????

  42. I went to Pollo Tropical a few days ago. my rice was hard not cooked all the way and they gave me the fat portion of the pork roast not hardly any meat. I was very upset because I did not enjoy my food. I tried doing a survey and could not complete, something is wrong with the site

  43. I visited Pollo Tropical at Jacksonville airport today and the person working the drive thru window was so RUDE!!! She rushed me as I was trying to place my order not to mention my order was wrong.. Very disappointing.. I tried to do the survey and was unable to complete.

  44. We have just returned from eating at Pollo Tropical. We have eaten there many times at store 10086. Your recent changes to the store are not appreciated. First the hideous new colors on the exterior, next you got ride of the servers, now I have to wait at the counter for my order, next most of the amenities of the interior have been cheapened. I now get the impression that Pollo is now just another noisy fast food place. Pollo Tropical used to be our number one place to dine, not any more, we will patronize

  45. 320 S.E. 1st Street, Miami, Fl 33131. Our Pollo Tropical is THE GREATEST. Food always fresh and tastier meal portion still the same PRICES JUST RIGHT. Most of all the NEW MENU off the chain. Ribs and chicken for that price no complaisant. Sweet CORN TUFFLE just like HOMEMADE YUM! YUM. I have not tried the others stuff on menu yet. But that MANGO salads not too HOT. Our Staff always FRIENDLY and willing to work with you if order wrong and helps customers with there orders. . Sometimes the food sever get PISS when they have to do another dish and look at you crazy. LOL I love it

  46. I have now visited the pollo tropical on San Jose blvd in Jacksonville Florida twice and they have stated they only have dark meat when I order a family meal. When I state that there isn’t the same amount of meat on a leg as on a breast they state that it is the same amount of chicken. The meal says WHOLE chicken. Please fix this store.

  47. viona Mae B williams

    I always enjoy the friendliness and the the delicious food!
    The meals suffice for a home cooked meal anyday!!!!


  49. I constantly visit your Pollo tropical stores here in the Orlando area. I see the same theme over and over.
    1) The tables are always left dirty with trays and food. And no matter what the staff can’t keep up because they are trying to take care of the kitchen and counter. Part of this problem can be solved if you put trash bins at the entrance like every restaurant does. Costumers are trainable if you explain it. Ray Krock did that with Mcdonalds. They are doing pretty well now! :0)
    2) your management seems very disconnected from the customer. You mostly see them taking care of the grunt work instead of leading and delegating and keeping track of how quickly product goes out efficiently.The saucing tables always look empty and not cleanly managed. The same with the drink stations, iced tea is always out.
    3) orders are always wrong. Time and time i see food going back because it was the wrong order. It seems to me that sometimes its a language barrier between the counter person and the costumer. Sometimes it seems that no effort goes into what the worker do.As a hispanic person i can say that! “:0)
    Over all the food is ok. It’s a good bang for the buck, so i think costumers tolerate up to a certain point. The problem with that is when the competition opens and starts doing it better than you do. That’s when the beginning of the down hill slide starts.Remember even a big corporation like McDonald’s sometimes closes stores, and all that hinges on management leadership and correct productivity to keep the doors open. And doing simple things like putting trash bins by the doors! “:0)!

  50. Tropichop looks like cat food. ordered my mom some chicken with fries and got
    burnt, wrinkle chicken who knows maybe from day before. Rejected order. Will never go back or recommend. Manager on duty did not know what the heck she was doing when we complain. She needs to be the waitress not manager.

    store located 1811 s.semoran blvd
    store#10032 order number 349792 on Monday nite

  51. I do not understand how this pollo location still in business, the service is the worst, customer service, to serve the orders they take a whole length of time, to take the order they make you wait up to 7 minutes, your management is really awful, they do not know how to manage time, catering orders, employees, not to mention the tables are never cleaned, the place is a mess. The place location it’s at 1051 south military trail, Deerfield beach, FL 33442. My receipt number is 3002 1064 1648 7129.

  52. store# 10130 1261 S Cleveland Av, Fort Myers has the most aggressive, impatient, stupid, and rudest manager I ever seen. She doesn’t even has the basic customer services. How in the world she became manager? I advising anyone to be very careful with this store manager, otherwise you could be ending with trespass warning police for exercise your customer right!
    That what happen to me and will do everything possible to spray the event world wide.

  53. 10-22-15 This was our first time at your place. we really enjoyed the food and the people were very nice. We will tell other people about your g ood food. We will go back again!!!! David morris

    1. I just had lunch at the pollo tropical in Daytona. Left Palm Coast to eat in Daytona and was totally disappointed with the food. The white rice, black beans and chicken were cold and looked like it was cooked yesterday. The rice was lumpy. I was totally disappointed. The condiments bar was not replenished from the night before. Don’t send me any coupons as I would not be eating there for a long long tome. Coupon code: 1601 1218 2201 1099 and the Pass Code: 46937.

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