Pollo Tropical Madison TN AVOID
Pollo Tropical was visited on Friday 7/29/2016 and Monday 8/1/2016.
The order: half chicken and two sides plus 1 additional regular side & regular drink.
I place the order for the half chicken, kernel corn, mashed potatoes, and vegetable rice. I was told they were out of vegetable rice because another employee never cooked the item. I was told the Macaroni and Cheeese was good. I ordered that. I waited quite a while for my order only to be told macaroni and cheese was not available. I questioned why I was told it was good and that I could order it if 10 minutes later it’s not available. I settled four a double order of mashed potatoes and gravy. Later as the rice and vegetables were ready I was offered a free serving however it turned out to be crunchy, the rice was overcooked.
I looked up Pollo Tropical in Madison on Google for Business. Although a business can choose not to have control over the information, any good business owner or franchisee knows how to take control of the information, own it, and modify it. Unfortunately this is not within the ability of Pollo Tropical. Many small business owners and even sole proprietors know how to do this. But apparently not Pollo Tropical of Madison.
It’s hours said it was open until 11pm. I arrived around 9:50pm. The shades on the windows were drawn already so I went through the drive through after seeing the location was closing at 10pm, not 11p as Google stated. I ordered a half chicken with two sides but was advised there was no chicken and it would be a 30 minute wait. I advised them they closed at 10pm but they were offering to cook it for a 30 minute wait. I advised them I would go elsewhere. It’s very convenient to advise a 30 minute wait, it prevents you from actually having to COOK the item, most people will be discouraged and leave. In my days in fast food, you had to serve all menu items until close. At a place called ‘Pollo Tropical’ you would think they would have ‘Pollo’.
While the restaurant can say they aren’t responsible for a Google listing, and they aren’t, it’s pretty elementary and it reflects on the lack-of-business saavy of a business owner not to take control and have correct information on the listing. Then again any business owner who calls themselves ‘Pollo Tropical’ and doesn’t have ‘Pollo’ available probably shouldn’t be in business in the first place.
We advise, based on the business ineptitutde, lack of customer service, and general lack of advertised menu items, to avoid this location and eat elsewhere.
Update: Here is the window, states 10pm as the close time.