I concur with others that this particular poorly run establishment has absolutely ruined the reputation of Pollo Tropical and a new management team needs to step in to train on health food and safety service standards, sanitation and customer service. We came at 8:50pm, not even welcoming us the cashier immediately told us that they were out of Mac n' cheese and mashed potatoes. There were two other families in the dining room already seated and served. It was just my husband and I. I ordered the churrasco platter with boiled yuca and the husband got chicken bites and French fries. After 10+ minutes someone called our number, said they did not have boiled yuca so I asked for fried yuca. We sat down and waited another 15 minutes. After 25 minutes, we were hungry and anxious so stood at the counter. 6 different associates and supervisor (or manager) on shift walked back and forth past us, behind and beside not one stopped to check on us standing there. We saw our meal on styrofoam sitting there plated on tray for who knows how long. One girl handed us tray and said waiting on fries. Sat down to seriously cold churrasco and cold fries yuca. My husband's chicken was hot except one that was oddly cold in comparison to others. 5 minutes later girl brought out fries without a word. My husband laughed when he touched the nearly frozen fries. I got up clearly in disgust - again no word or apologies and another 8 minutes got fries enjoyed while I begrudgingly ate my cold churrasco. The floors and salsa bar dirty but more than anything the service was enough to never bring me back to this establishment and would not recommend. Clearly I am not the only one who experienced similar instances. read more

This is the worst Pollo tropical location and I've ever been to the customer service in this restaurant is ridiculous I stood there for 15 minutes nobody in front of me nobody at the register employees behind the counter not even acknowledging that I was there then when I said should I get behind the counter and take my own order they all gave me an attitude it's not my job I don't work at the front counter this restaurant is despicable read more

I have recently gone here and had a great new guava cheese cake and the staff was very kind but other than that the food was very salty and a little dry also they had a weird lemonade drink I got, I don't recommend it. Other than that it's basically another Pollo Tropical... read more

Terrible service almost every time at this location and almost every time there is at least one thing wrong with my order. (Double check your food is a must at this spot). read more

Food is great. I love Pollo Tropical. However, the service at this specific location plaint out sucks. I frequent this location because it's close to my home and I can say every single time I have made an order here, whether it be drive thru or a mobile order, there is always something missing. Sometimes it's just the sauce, others it's a full meal that they completely overlook. This specific time, I made a curbside order to which when I called to let them know I was there, they then said I had to make the drive thru line with At least 10 other cars waiting. Their reason was that there was only one person working the register yet when we finally got to the window, I saw four other people. They also didn't hand me my drinks and a full order but I checked prior to leaving the window and made sure I didn't leave without it. Just saying, if you do go to this location, double check your order at the window and don't go while you're hangry. read more

I just ordered a family combo and this is what I got !! Burned sweet plantains ! I am never coming back to this place! 1/11/2020. read more

Pollo Tropical - Sweet Plantains - Latin American Near Me - Orlando, Florida

I love pollo tropical EXCEPT for this location! Every single time without fail or exaggeration, I'm given the wrong order. It's happened when dining in which is just annoying but can be rectified. HOWEVER, i mainly use the drive through and it never fails! I'm officially infuriated! It's impossible to unwrap and check every item at the drive through. I ordered a chicken salad wrap and a tropichop, when i got home, my wrap had NO chicken, tropichop literally had 3 little tiny pieces of tomato and the sweet tea was bitter and couldn't drink it. They are always running out of stuff even early in the day. Avoid this location. read more

Service was horrible and waited over 30min for my food. I gave this place many opportunities to win me over and I've never had a good experience. read more

Horrible service, long wait times. This place didn't use to be like this. New management is needed.

Excellent food! My first time going here Jonah was a great help. He introduced me to Cuban food and explain to me the menu. He was very helpful and very kind. The facility appeared to be immaculate very clean. I will definitely be going back soon read more

Horrible restaurant. Dirty dirty dirty. No one cleans the dining room. Bathroom sink had puke in it. Customer service is non existent. Dirtiest restaurant I've even been in. read more

Waited twenty minutes for two quesadillas, rice and beans and nuggets. The quesadillas were originally not folded over when given to me, the manager corrected this and scolded employee who made the food. The rice was dry and seemed old, beans were good and quesadilla was ok. Now the nuggets or rocks we were given were so over cooked that they were rock hard with almost no chicken inside, see the photo, they were inedible. I unfortunately will not recommend this place to anyone or probably ever return myself. read more

Pollo Tropical - Rock hard nuggets way over cooked, inedible! - Latin American Near Me - Orlando, Florida

Caribbean chicken soup. The soup I got was seem to be made from grilled chicken pieces mixed with corn and hot water. Nothing like the picture. Very disappointed. It give a bad name to Caribbean food. read more

Pollo Tropical - Caribbean chicken soup - Latin American Near Me - Orlando, Florida

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This chain as a whole is terrible. I used to eat here years ago and it was amazing, real Spanish food! Now this place is trash. The most bland, white washed food I've ever had. I rather go to chipotle. The rice is undercooked, beans taste like they opened the can and microwaved them, the pork is mediocre, the chicken was burnt and dry. I mean this place used to make Ropa Vieja like my grandmother, now it's just pathetic. read more

Sadly disappointed :( I love Pollo Tropical but this new location seems to be struggling. The drive thru took a long time, and the cashier was really nice but took a long time while holding my phone and my debit card-enough to make me uneasy. They gave me red beans instead of black beans, forgot the sauce that I asked for and the meat was charred. Also, I'm hoping it won't stay this way but they didn't have guava cheese cake. :( read more

This is a great restaurant! I am so glad I came by. The manager, Jozy, she is very helpful and helped me choose my meal for my first time eating here. I will definitely recommend to friends! read more

First off the food was good (chicken, rice, beans) had an awesome flavor and wast dried out as is sometimes the case at Pollo Tropical. 2 issues, I ordered the $5.99 Chicken special on the monitors and was told it wasn't running now. Also the chickens they use are small. The drumstick was the size of a normal wing. read more

I went on Saturday on the Drive Thru and I was kind of upset because the dining was closed but as soon I was getting my order I heard this nice voice and made my day happy this lady her name it's Josie every time I order she's there and it's the best costumer service ever .Josie it's the Manager I asked her but I always we're going she so professional and the food it's fresh even the restaurant is always clean and nice . My favorite location Josie Thank you for your service and hard working I can tell . read more

Gave this place a try once but it was terrible. Then I went again thinking maybe it'll be better and it was just a one time thing but boy was I wrong. First the employees are very rude. When we pulled up in the drive thru we were greeted with "what do you want" but we proceeded to order even though the cashier had a terrible attitude. Then when we went to the window she told us how much it was and we paid with cash and gave her the exact change and got an roll eye for that? Then she handed us our food and quickly closed the window and I said "wait I'm supposed to get a drink" so my mom waved her hands to get their attention and my mom said so sweetly "hey i thought we were supposed to get a drink she got a combo" and THE LADY ROLLED HER EYES AND SLAMMED THE WINDOW! She then gave us a watered down coke because the ice had already melted. I work in food service I have never treated anyone like that before and on top of that I always make sure I'm not rude to any fast food worker because I understand it can be very stressful at times. I either came after a rush because there was no cars in the drive thru or they just don't care, but it was only 3. Very disappointed by the way we were treated. Then on top of that when we got home the chicken was dry, beans were very dry and had 0 flavor, literally tasted like water, my quesadilla wrap was cold in the middle of it, and that chicken was also dry, then my fries were as hard as a rock and also dry and I ate some as soon as we pulled out the drive thru. I never write reviews like that but when it's needed it's needed. I almost called the store to complain but it just wasn't worth it that's how disappointing everything was. We used to love eating here but this location is just terrible. read more

This Pollo Tropical is disgusting. They serve raw bloody chicken. They should be shut down by the Dept. of Health before they get people sick. The reviews are right. Don't risk your health by eating here. Management doesn't give a crap. read more

Pollo Tropical - Raw Bloody Chicken. - Latin American Near Me - Orlando, Florida

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This is only for this location in Lake Nona. The wait was not long, but the food was disgusting. The rice was mushy and beans were so thick i practically had to spread it on the rice. The chicken was flavorful but seemed to be a bit undercooked. I love pollo tropical but this was not the best experience. Will not return to this location. read more

My first time trying this place and I make my order online. I drive 30 min to pickup my food and they are out of steak at 8:30pm??? Do I get any free food or a discount next time? No, I wasn't offered anything and asked for a refund instead and won't be back. read more

The staff here is a bit of an issue. They either don't speak English or they're kids from the high school, and don't care about anything. I watched a guy make someone's tropi chop with no gloves on. I also asked two different employees if they had any more mango tea. Neither of them knew what I was saying. They then pointed me to a young girl who was eating in the corner, while in the middle of her food the girl said "I'll get it in a minute ". Don't know if she was on break or not, but I shouldn't have to go through 3 people for tea. read more

A Pollo Tropical that has no 'pollo' to sell?! I've been to this location several times simply because it's the closest one to home, and every time I've had to wait 30 or 40 minutes for chicken to be ready. The staff has an attitude like they don't care anymore, which can be appreciated in the lack of cleanness of this place; most tables are never cleaned, bathrooms are disgusting, and the kitchen floor looks like it had not been cleaned since the restaurant was opened. I like Pollo Tropical and I was excited when I learned they were going to open a location close to home, but it's sad to see how a poorly managed location can negatively impact the overall brand image and reputation. read more

This review is ONLY for the Lake Nona location. Run. Just run. Save yourself the hassle and go to the Semoran location. This one constantly screws up our order (last time they only gave us 4 out of 5 pollo bites and left off the onions and tomatoes on the Tropichop) and takes forever. Learn how to tell people to pull off and wait so you can let other people go when the order takes more than 10 min. Not going back. read more

Best part about my grilled chicken and brown rice dinner was the Hawaiian roll they give you on the side! The rice was hard as a rock, chicken was burnt and the cups with the sauces were barely filled almost like they were used. read more

The worst managed Pollo Tropical that I have ever been to. They are always out of their main menu staples...items like chicken, rice, ribs, etc. I have been a few times hoping that the place has improved, but it hasn't. Each time they are out of at least one of these items. The food they do serve is always dried out, as if it had been sitting all day. The appearance and cleanliness of the restaurant is a total disaster. The beverage station is always out of one or both ice teas, there is trash and sauce everywhere, and utensil cubbies are never stocked. The staff is completely incompetent. They clearly suffer from a total lack of training, or they just don't care. I'm guessing it's a bit of both. This store needs new management ASAP. Or they need to close and allow a good restaurant to take their spot. This Pollo Tropical location is awful. read more

I realize it's a new location but over 30 minutes I waited for my lunch to be ready. I ended up asking for a refund. Won't be back until they get their shi* together. read more

Customer service was pathetic. Walked in and stood there for two minutes before anyone even acknowledged me at counter. When they did come to take my order, the employee did not say hello or greet me. Just asked for my order. I ordered a 1/2 chicken platter. Reply: "That won't be ready for 10 minutes". No sorry. No apology. (Remember, this restaurant is call'Pollo Tropical) If they have anything, you'd think it would be chicken, right? So I ordered my 2nd choice, steak platter, which they retrieved from a storage bin in a warmer. I asked how long it had been in there and they said "About 20 minutes." It was very well done. I then ordered sides, but once again, the side I asked for was not going to be ready for another 30 minutes! Again, no sorry. No apology. The whole experience was extremely poor. The food was actually OK, but not great by any means. I won't go back there anytime soon. VERY disorganized. TERRIBLE service. Terrible experience. :( read more

This place is terrible. They either need to shut this down or replace all the employee starting from the manager who acts like he owns the area. No respect for costumer and the food. I should have taken a picture of my food before returning it. I ordered chicken breasts and it was burnt, when i asked for replacement someone said it was just burnt outside and should be fine inside. Like wtf? Worst pollo tropical ever. read more

Came in for a late dinner with my husband tonight. Walked to the counter and stood there staring at the employees for what seemed like 5 minutes until one of them acknowledged us. We finally received our family size order, however they didn't bring us plates. I was up to the counter again and there are 5 employees behind the counter chatting it up. No acknowledgement whatsoever. Another girl walks right past me and says nothing. Finally, one of the girls behind the counter notices me and tells another employee that she thinks I need something... Not a good experience,will not be back to this location. read more

Not happy at all! went for our family meal around 4 pm and did the drive through and the chicken was dry and cold. It looked it was the first chicken they cooked in the am :( the yellow rice was edible as the white rice,beans had no taste at all and I asked for the cilantro sauce to go with my yuca frita as they didn't have any of the others sauces . The yuca was hard and cold and of course when i got home no sauce was added to the bag :( .Very disappointing . What happened Pollo Tropical!!! Step up to the plate and make sure your are giving good decent food to your customers. Wish i could say i will go back . This was at the Tagori Place in Orlando, Fl store #10233 @3:58pm read more

Un-trained staff, cold/stale food. One of the worst dining experiences I have ever had in my life. I have been to other locations before and enjoyed my food. This experience blew my mind that they could even serve food like that and get away with it. Utter tragedy. read more

The staff is rude. The last 3 times I visited this place they were out of yellow rice and cilantro garlic sauce. The cashier was handling money and food with the same glove on. This location needs new management ASAP. read more

Soooo, yea...initially I gave this place a good review only faulting them for some grand opening hiccups. Now here we are a couple of months down the road and we gave the drive thru a go. No one in line, ordered my food and pulled up to the window. Waited for someone to greet me. He finally came, told me the total again, took my card and closed the window. For probably 5-7 mins he was chatting away with another employee and never even rang me up. Finally rings me up and gives my card back. Doesn't ask about sauces so I just politely asked for the ones I wanted. He came back a few minutes later with a bag of food and told me the sauces were inside. Minimal interaction from him. Drove home and extremely disappointed to find the wrong order. No yellow rice and veggies with the one meal. Black beans instead of red beans with second meal. No dinner roll with either meal. The container of black beans was at least 50% water (where are the beans?!?) and the balsamic tomatoes literally had 3 chunks of tomatoes. I looked back at my receipt and the order was taken correctly, just not filled correctly. 2 stars because the quality of the food was still decent. This location just seems to be lacking something. Like the employees just really don't care about the restaurant or it's customers. I can see why the overall review is down to 1.5 stars. read more

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The manage was extremely rude and denied service. Absolutely disrespectful. Never coming back again

Bad service. Rude. Slow. Out of everything. You don't expect much from fast food, and they fail to meet even that standard

Have been here twice. It is always filthy. Tables dirty, trash full, bathroom dirty, and the last time they were out of ice tea. Order was not correct. Not going back. read more

This doesn't really deserve a star. I agree with the other reviewers this place is filthy. We walked in all the tables were dirty, the sauce bar was dirty (you couldn't even read which sauce it was since the sauce covered the writing). The manager is complaining she's running a day care when it all starts from the top. She didn't do anything to fix things. We asked them to wipe the tables and they wiped one and it wasn't even thoroughly clean. I'm from another state and I actually look fwd to visiting Florida for this but totally ruined the experience! Also it took this much effort from a dirty restaurant to write my first Yelp review. Also, we went to the drive thru last night and they were closed before 11pm! We saw people in there!!! read more

In these current hard times, a big saying has been support your local restaurants. That was the plan. After a long day of working at home with dogs and kids that you need to help out with their virtual learning, I decided to head to Walmart to get some needed supplies. After we finished we decided we wanted Pollo tropical. My daughter was hungry and I was too tired to go home to cook. I ordered two meals and a few sides. I understand with these tough times people are a little frustrated with having to be at work but that doesn't excuse the poor service. I was reminded several times by the drive-through worker that they were closing soon. Understood. I place my order for whatever they had available. I get home and this is when I was just done with the place. There was only one meal in the bag. And it was thrown all over the place and mixed together. The Sweet plantains were burned And not edible. My meal was missing. At this point I know I'm not gonna eat but I called the restaurant. They tell me to come back the next day because they're closed. I go the next day with two hours before they close. And they tell me that I have to wait 20 minutes for my meal. They refuse to give me a refund because the purchase happened on the prior day. They refused to budge so I took whatever meal I could I came home just to give it to the dogs because I don't eat white meat chicken. Very upsetting I refuse to go back to this place ever again. read more