Two stars since the chicken tasted decent, but lower review for everything else. At the drive through I ordered a chipotle chicken sandwich, waffle fries, and black beans. When I drove up I saw a sign advertising sauce to go with a variety of sauces listed. I asked for hot sauce. First the attendant handed me my drink with the lid half half causing a spill in the car. Ok, stuff happens, let it go. Next she hands me a plastic container with a few drops of hot sauce. I think I would have gotten more in a individual ketchup sized packet. When I drive away, I look in and realize no silverware. Guess the beans were meant to be eaten with my hands? The chicken was good although not too much chipotle flavoring. The sandwich itself was assembled carelessly. Beware of the drive through. read more

2 stars because I got my food. 1st off if I did. It read the other review I would have thought it was closed at 9:45pm. Again door says closes at 10pm but drive thru closes at 11pm. But they don't even answer the phone. Then you get to the drive thru an I hear on the intercom "What Up" I can't make this up. I say excuse me. He says "YEA" I say how are you. I thought this was a joke. So I order because where else am I going at this hour and I was not trying to have them do anything to my food. So I get home and the food was let's just say, by the greeting I should have just drove off. The Pollo Tropical on Colonial I have had far superior service. Happy Hunting. read more

Terrible service. We waited in the line for an hour and when we started ordering the worker continuously messed up our order and had an attitude from the beginning. We liked their food but unfortunately we will not be returning to this location. read more

This place belongs Miami. Nothing like real mojo chicken. Needs more flavor. Just another chain trying to get our money. read more

bad experience. sign says they're open for take out but all doors are locked. I go to the drive through and sit and the box for 5-10 minutes before being acknowledged. they were out of half their menu, staff was rude, masks were on chins but not noses, shorted my change since they didn't have pennies. damn. read more

Literally the worst customer service I have ever had,they will mess up your order 8 out of 10 times..I have had them leave the chicken out of the chicken bowl, the girl in the window tried to talk me out of jalapenos because she would have to go in the dining room and get them. I ordered a half chicken meal that comes with 4 pieces of chicken and only gotten 2 . I have talked with multiple managers that have knowledged they have huge turn over in employee and customer service is a big problem. The real shame here is the food is delicious but I dread going because of the service. read more

The drive through is definitely the wrong way to go to this place. Not only is the service terrible the menu posted is equally bad. The chicken Caesar wrap is a joke. It is about the size of an egg roll and I couldn't find the Caesar. The family chicken is good but the up charge for the sides adds another three bucks to the $12.99 price listed on the drive through screen. It also took about 12 minutes to get through to the window and then they had the order wrong and it took another ten minutes to get it right. They need some practice in customer service. read more

I was absolutely disgusted by the customer service when I came on May 30th at 5:30pm and while ordered I was being laughed at and rushed through the drive thru when I was the only car there. When I went to the drive thru window I was already annoyed by the lady's service and how rude she was being. When I pulled up at the window I asked if I could have a cup of water where she then told me that I needed to go through the drive thru again?? I hope the manager at this place finds who this lady is and does something about this, because with employees like this that place is not going to get any customers. I was simply trying to get food for myself and my 11 year old daughter and was completely disgusted. I ended up not getting anything from there. You would think that with the coronavirus happening and people needing jobs desperately that people like THIS are being hired. Hope the manager does something about his crew. I gave it one star because it's the lowest it gets, but if I could rate it with 0 I would!!!!!! People like this ruin the business because I will never come back to this place and spend my money there and won't let me family or friends do it either!!! read more

This location never fails to mess my order up, it can be mobile order or drive thru. They have NO customer service at all and don't even care to read the order back to you. Will not return ive given this place more then enough chances. read more

Dirty. Dirty. Dirty. All the tables & seats needed a good wipe down and floor looked like it hasn't been cleaned in days. Just gross.

We came here with a coupon. The service is unspectacular and so was the food. The chicken was okay. It could have been more flavorful. Much of the juices were gone. It must have been sitting around. The rolls would make better paper weights. The yellow rice with black beans was okay but could have been warmer and more flavorful. The corn souffle was adequate. The green beans are nothing special. All in all Publix deli serves up better chicken. I'm uninspired. read more

I have loved their food from here every time I had come. But this time they just didn't bring their a-game. My 1/4 chicken was served with the entire spinal cord still on the chicken. The chicken itself was rubber, chewy, and as you chewed it turned into chalk I didn't want to finish this chicken. All of this chicken on the photos is dry. Also they gave us 5 day old key lime pie. We bought this on a Saturday. I did not enjoy this visit. Their service is still top notch. read more

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I should give this zero star! First if you offer lunch special till 4pm, then why did the girl say we dont have it even tho it was 3pm? O wait, cause she didn't understand what we were saying. Also, No white meat to offer even tho it was on the menu? tables were dirty. Sauce bar was dirty and not to mention one worked brought her son with her to work and he was running around. Flies flying around! This place use to be good but then it went down hill. Never coming back! ever! read more

Not at all clean, extremely poor service. This was our second visit, Too many other places to waste my time going back again.

Trash cans! You need trash cans in the dining room. The food is as good as any other Pollo Tropical, I Love the food but this location and the one in Ft Myers and Cape Coral are always dirty and at Lunch time you can't find a clean table. Even in off peak hours the tables are greasy or just plain have not been bussed. Let your customers bus their own tables like we do at Panera. Example: a family changing a diaper in the booth. What are they suppose to do? Leave that on the table? Of course they shouldn't be doing that, but people do these things. Do us all a favor and drop the "Fast Casual" attempt and let your customers help you clean up the place. My wife won't come with me here because she is disgusted by the filth. I can only sneak over here by myself at lunch. Every time I look around and realize she is right. I hate it when she is right! Oh and the faucet in the men's room is running at a trickle.. read more

Pollo Tropical - Place trash cans in the dining room so it doesn't look like this. - Fast Food Near Me - Ft Myers, Florida

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Food was good, service was horrendous. Sign on the door says they are open until 10(dining room) 11(drive-thru). Doors were locked at 930pm. We told them we just to order to go and weren't using the dining room and they still didn't let us in. Absolutely ridiculous, we live up north so don't plan on giving them our business again. read more

First time I have ever been here and I have to say.... This place is fantastic!! The small portion is more than enough for a full meal. The winner that sets this restaurant apart from the standard burrito/Mexican fast food place is the sauces. Not only do they give you a bunch of options, but all of the sauces are fresh and tasty. I wouldn't go here everyday because it can't be terrible healthy for you, but it will definitely be a frequent stop when I am in town. read more

By far worst Pollo Tropical we've ever visited Unless you speak Spanish ... You cannot even order here as the female at counter neither spoke, nor understood English . Food was cold and not at all near company standards If wise .... Drive on by read more

The drive-through attendant was so belligerent and rude that I didn't complete my order.

Yes they have great food for sure! but... the service is horrible we got our cups to get our drinks and there was no ice! We asked for them to fill the machine with ice and they never did.Super slow we didn't order much food and waited a while. The seats,tables,and booths all had food and crumbs on them. We ordered plantains and they forgot to give them to us. They need more staff. read more

By far my favorite fast food restaurant! This location i visit very frequently and every time my order is perfect and delicious! I do recommend they work on their customer service however, on few occasions have i had someone who acted pleased to help me. More than half of the time the girls behind the register are rude or just moody. I've felt as though they were rolling their eyes at me or acting like a request i had was just crazy! The drive thru is great, the food great, highly recommend this location! Just don't expect great customer service and you will enjoy it!! read more

Great food at great prices. I visited several different locations in this area and ended up trying the grilled chicken, mojo pork, grilled pork and grilled chicken tropichops. All were very tasty. I also enjoy trying the various salsas/sauces at their help yourself sauce bar. Now that I'm back in Chicago, I'm wishing there were some locations here even though Chicago has many great places for food. read more

We had high hopes going in there since we've never tried it but no luck. The food prices were pretty good but the portions were light. It just didn't taste that good to be honest. Bathrooms were dirty as well. If you're going there the first time, you'll need to leave your food plate on the table.. there's some sort of policy that the staff cleans it up. Kind of reminds me of a place that's fast food but wants you to think it's a regular restaurant. read more

Staff is rude and inconsiderate. When trying to explain my order in the drive-thru I asked for extra rolls. The girl giggled, said something incoherent, then between laughs explained that they don't sell rolls by themselves as if I was stupid for asking (which I know for a fact they do). When I pull up I go to hand her my card and she rolls her eyes and points to this card swiper outside. It was my first visit after a long work day, so how was I to know? When my food comes I ask for three different sauces and you would have thought I asked for a kidney! We like the food but the service is very poor. Perhaps the one opening across from Coconut Point will be better. read more

The best fast food ever. I have moved up north and miss being able to get yuca, black beans and rice a plantains from a drive thru!

I love the food here but the experience that I get almost every time I come it's supper disappointing, about 85% of the times they get my order wrong and it's very frustrating especially when you're taking it to go and find out when you're at home read more

Just awful. I can't believe how bad it is. I'm usually pretty forgiving so I even gave it a second shot since the first time I tried Pollo was when they first opened in our area. I figured maybe they would improve a few months later. Nope. The place is disgustingly dirty and the service is horrendous. Half the sodas were dispensing water and the tables are littered with plates or remnants of food that don't get cleaned up. Salsa bar is a complete mess as well. The sad thing is, the second time I went there they weren't even crowded. There was maybe 3 or 4 people sitting down at tables. But the other empty 20 tables, just disgusting. And during my second visit the place actually seemed overstaffed. There was people just standing around so there is no excuse to for how dirty the tables were. When I received my order, it was wrong and the worker at the counter got defensive when I politely asked if I could exchange it with what I actually ordered (WITH RECEIPT IN HAND). They started arguing with the cashier who took my order and the entire conversation was just completely unprofessional. They finally agreed to exchange my order and gave me the wrong (different, but wrong) dish again. After returning it again, the same person rolled their eyes and started arguing with a different employee this time. I asked if I could just speak with the manager and they snapped at me saying that the person they were arguing with IS the manager. The so called "manager" was reluctant to exchange my order and never even acknowledged my existence and just continued to argue with the worker I originally talked to. I couldn't believe how poorly they were communicating and treating a customer for a mistake clearly on them. I finally got what I asked for (with no apology), but at that point all I wanted to do is get out of there. Asked for a to-go box and that's the last time I will ever go back there or any other Pollo Tropical chain. I'm pretty easygoing and I don't consider my standards that high. But there's just way too many other good places in Gulf Coast Town Center to ever consider going back to this place. read more

Food is great, but bread is always hard or stale. Manager guy can be rude. He was rude when I asked how much longer I had to wait for my food after 15 minutes had passed by. I was on my lunch break! --Also, this place is not so clean. They don't wipe the tables properly, floor is sticky and gross, sauce bar is like "eh" --- read more

food was bad..rice was hard and undercooked.chicken ok but can be better..all employees sitting at tables talking on the phone giving customers dirty looks read more

My teenage son and I went to this location, which has been open about a month. Long enough to work out some of the opening kinks. 6:30 on a Friday evening and we were told they were out of pork and had been for about an hour. Not good. I also watched the servers and wondered about their training. For example, when a server cleared a table outside, they loaded up all the dirty dishes in their arms, making it impossible to have a free hand with which to open the door. When a patron would open the door to step outside, the server would charge through. An accident waiting to happen. We'll probably try them again, to see if its any better. On a brighter note, the food was good. read more

This place is by far one of my favorite places to eat if I'm pressed for time. I love their sauce bar, and the amount of food you get for your dollar is nice to. So If you want good food and are in a hurry this is the place to go! read more

Just tried it for the first time. Had to stop at CVS and buy some tombs after eating. Service was real slow and the food was average. Don't get the ribs. Pork was OK. Would not go back as you can get a lot better at a full service restaurant. If you are on a lunch hour go somewhere else. read more

I used to love pollo tropical and I went ALL THE TIME in town center. When you come here and order the chicken sandwhich, you better get 2 or be super disappointed. The chicken in the sandwhich is hard to find under all that bread. They used to be regular sized sandwhiches with a nice full chicken breast. The past 4 times I've gotten the sandwhiches and expected it to be like the regular size when it first opened, but now EVERY TIME apparently they use 1 tiny grilled chicken tender and load on the sauce, lettuce, tomato, and put it on a huge bun so it looks normal (until you open it or bite into it). What a waste of money, turned into the cheapest place in town center and I will NOT go to this location again. read more