They need new chefs food taste horrible your better off purchasing from a different restaurant!

Excellent customer service by the staff and manager at this location. They go above and beyond. The food is always hot and fresh, and I've always enjoyed every meal here. Totally obsessed with the white sauce and guava bars!! Best fast food around!! Thanks for taking such good care of me that I come back to eat again and again!! read more

This location is actually still open.... but I don't know why. Horrible service. Got the wrong order. When I went back to correct it they gave me the right items , but they were horrible. The chicken was so old that it was dry and barley any meat. The guys working that day seemed lost. One of them when I went back said " haha sorry about that it's crazy in here " and continued to laugh. Place was a joke. read more

This is now the second time I've been to this Pollo Tropical and decided to exit before my food was available. The first time, the cashier decided that my $4.99 lunch would cost upwards of $21, and now the second occasion has resulted in the cashier saying "huh?" after my order had been transmitted. Why not just listen to your customer? Why disregard the words of your customer and say "huh?". Lousy customer service. Avoid this place. read more

Typical for the chain. The food is usually served up quickly, but the quality is inconsistent. Sometimes the chicken is juicy and delicious; other times it's dry. The black beans are often bland. I guess they expect you to dress them up at the salsa bar. The restaurant is clean and bright and there's plenty of seating. read more

Rude employees, especially throw the drive-through. Last option to get food from. However the food is good.

The problem here that my wife, mom and I stopped by and was told the chicken was not ready and told with an attitude at the counter so you decide what you want to do??? Unbelievable read more

My husband and I LOVE Pollo Tropical - just NOT this location. Sometimes we've had good service and food, other times not. Consistency is not a 'thing' at this location. Today's chicken (Quarter chicken, dark, with rice and beans) was VERY SALTY, all the way to the bone. Way overly salty. Never had that before at any Pollo, and I hope that's not a change in the way they are going to be doing chicken. We also ordered red beans for him, black beans for me, and got two black beans. A minor inconvenience, except that I had repeated it two times and the clerk repeated it back to me correctly. Sigh. But the chicken - NO. NOT coming here again for a long time. Side note: We are Regulars at the 11860 E. Colonial Drive (32826) store and we always leave there satisfied with the food and the service (Okay, maybe twice in the last five years we haven't, but they made it right for us.) We'll be sticking with that location for a good meal every time! read more

I tried the chicken and pork. I did salad and yucca for sides. For a fast food chain it was great! If I lived here ; I'd have lunch here every week. Healthy (if you order right), my order was ready in 5 minutes and the price was great! Would you please open one in my home town in the other Orange County?!? read more

Very disappointed in the service the cashier had a nasty attitude. All of the chicken In my bowl is hard and cold same with my rice in the other meal that I ordered I asked for red beans I got black beans they also do not have any cookies or high C and when the cashier proceeded to tell me that he had an attitude no forks in the bag and just lousy service that I'm very disappointed in. I highly recommend you avoid this place at all costs because it wasn't just this time that the service and the food was bad the first time I came to this place I had the same issues but I came here today trying to give it another chance and not wanting to drive all the way to the one down by the airport very disappointed and regrets that I didn't go to the one by the airport. read more

How can there be a 30 minute wait for a piece of chicken? Wouldn't substitute anything for the lack of chicken. The lady behind the register couldn't communicate with English speaking customers. Left and went next door to waffle house. read more

Normally I would give this place a much higher rating but today was my worst experience at this location. I've gone many many times before and the food can usually even make up for when they are out of my favorite sauce, the garlic cilantro one but this time the pork Tropichop was terrible. The white rice was totally mushy. I couldn't even eat it it was such a mushy mess. Such a bummer!!! :'( read more

Absolutely the worst visit. I have been to this Pollo Tropical multiple time (I love Pollo!) but today I can say for sure I'm never coming back to this particular place. Mind you my mom and stepdad are here on vacation from MA and there are no Pollo Tropical's there so they were expecting this visit to be WOW!. The person who was taking our order was somewhat confused and not listening to what we were asking for and at one point she got a bit sassy. My stepdad was giving her his order and at some point she thought that my mom changed the order (she was ordering for herself) and she only charged my order and my mom's! The place is filthy and the windows were also gross with dead flies and seemed like dirt! The lady calling the orders out, she is so LOUD, very distracting. Like I said NEVER COMING BACK TO THIS PARTICULAR POLLO TROPICAL! Mejor me voy al de la colonial they are nice and polite there read more

Come here for great chicken and HORRID SERVICE. I've yet to encounter one drive thru cashier at this location that didn't look and act like they hate their job. It's truly sad because the food is good. No more for us! read more

The only reason for the lowest rating is due to the fact that this certain establishment is always closed several hours before closing time. As a night shift worker, I do not enjoy eating fast food, and have always recommended pollo. When I arrive, Employees just look at me as if I'm lost, two hours before closing time. They completely avoid answering the phone. If the nighttime manager motivated his or her employees to close shop early, then this pollo tropical needs to find new management. read more

One of my favorite fast food Caribbean style food. Did you know the corporate owners are Jewish and not Latin? They do a really good job though you would never be able to tell. Wide variety and cheap prices and quality food can't go wrong with chicken rice and beans. read more

This place has deteriorated lately, dirty floors , not clean and building looks old ..... Go to the new pne on Colonial Herndon

Worst pollo tropical location ever. The main cashier can barely understand english, so ordering is always a struggle. Always at least one issue with the order. Waited almost 20 mins for fried yuca, because they forgot about it. If you've already ordered and approach the counter, they ignore you. i will not be eating here again. read more

Good food and love the healthy options for fast food, but I don't think this location has ever gotten my order right. It never fails to screw up my order. read more

They have messed up my order 4 times. All of the mistakes have been on Tropichop bowls. The First order they gave me was pork instead of grilled chicken. The second visit they got the same order wrong 3 times in a row. The first day, they got 2 orders of Tropichop bowls wrong. They decided to give us whatever they felt like giving us. Not even close to our orders. Everything was wrong. The rice, chicken, beans and veggies all wrong. We came back the next day after complaining for the correct order. They agreed to give us a correct new order. We stoped in the parking lot and checked our order because at this point we didn't trust this location. Can you believe they had the nerve to give us the incorrect order again? So they redid the order. We glance at the order and drove off. Once we sat down at home to eat we seen they messed up again. They gave us one bowl with the wrong rice and one bowl with the wrong veggies. At this point, we decided to not go back ever again. If I could give 0 stars I would. By far the worst Pollo Tropical and customer service I ever have received. Did I mention the supervisor Larry helped us on the last 2 orders. The order they got wrong 3 times in a row began on January 17, 2019, around 8:30 pm and extended into the January 18th. They took our receipt so now we don't have the order number to place here for customers to see. The entire staff should be relieved of their jobs. I honestly think they got our order wrong on purpose just to be vindictive. Despite all of this we never once got loud or violent towards staff to spite there terrible service. Pollo Tropical has great food but letting a branch of there food chain run like this damages the name severely to me. I will never return at that location for business. read more

My husband and I went in to this location on 1/29 for dinner. He must have taken his keys out of his pocket when getting his wallet. At then end of dinner that's when he realized it was missing. He went back to the counter and told the woman who took our order about the missing key. Now between the keys being left and us eating dinner must have been about 15 minutes tops. There were about a handful of people in the restaurant at that time including a group of three Pollo Tropical employees who were in one corner eating. We searched outside, the garbage, even the sauces. The woman behind the counter says she didn't see a key at all. We are pacing back and forth. They gave husband gloves to search garbage but we knew it wasn't there. Nor in the sauces. One of the employees who were eating prob heard what happened. He went behind the counter and lo and behold he says are these your keys. Says he found them under the cash register where the receipts are...mind you he was no where at the register at the time. How the hell did that happen? During the time the woman at the register offered no help nor had any interest except to maybe steal a car tonight. This is by far the shadiest Pollo Tropical I have ever been to. read more

the nutella empanadas were soooo good 10/10 highly recommended. i got a bowl and it was okay, they got my order wrong nd just looked like they just threw food in my bowl. read more

I love Latin cooking. . But I was really disappointed when I went to this location tonight .. my son's ribs were over cooked (black and dry) chicken was undercooked and they for got the rolls .... Not happy... read more

Most of the employees are Spanish so sometimes it's hard to explain to them exactly what you want but other than that it's great food at a great price. read more

Got the runs all 3 times I've eaten here. The food tastes good, but it doesn't sit well with me. I've tried it 3 times and it's a no go.

The food is great I always get drive thru but the service is not so good, the person is always so rude. But other than that I really like it. read more

I'm a simple guy. I enjoy simple food. Pollo tropical is my go-too-food when I don't want to cook and eat a healthier fast food option. The chicken sometimes can be dry and some staff members can just be awkward and non-engaging. Only rarely can I get a quality food from this particular restaurant. read more

Super dirty place. Only 3 tables were occupied, but the rest were piled with trash that was left by customers. Not a place I'd go to again. All of this and the manager is sitting right next to us apparently fine with the restaurant looking like a cesspool. read more

I have visited this specific Pollo Tropical a few times now. Unfortunately the people that frequent this place are usually what makes my experience very unpleasant. A lot of them are just rude. They push their way through the line and interrupt the workers when they are clearly taking care of someone else. I've also gotten dirty looks in place of thank you's whenever I hold the door for someone. However the past couple of times it's been made worse by a lack of cleanliness, long wait after I ordered, and bad food! The workers were completely behind on cooking the chicken and were yelling at each other in front of the customers to hurry up. The sauce bar was not only basically empty, but it also was crusty and dirty. It made me feel almost germophobic to where I started thinking about how many people touched it. Anyway I just swung by the drive through yesterday to avoid going inside and my food was terrible.... I ordered a small tropi chop plain with just chicken and yellow rice with veggies. I also ordered a fruit only mango tropi chiller. The rice was cold, mushy, and very salty. The chicken was room temperature and some of the pieces had small bones in them which made it annoying to eat. Even the garlic sauce I asked for on top even though it was given to me on the side was chunkier than usual. As for my tropi chiller, this has been my go to drink at this franchise for many years, and it did not even taste like this staple at all. I'm so sad that this is such a busy pollo tropical and virtually the only one close by to me. It's giving the franchise a bad rep. I am a pollo tropical lover which is why I keep going despite my bad experiences and I only ever write good reviews on yelp, but this had to be done. read more

I'm not quite sure why there have been so many bad reviews here. Every time Ive gone the food is great and the staff is very friendly and compensating. My third time being here. Second time, I tried switching my side order at the window and they gave me what I wanted plus what I paid for. Just now, I ordered chicken but they were in the middle of cooking it, so instead of having me wait, they offered to give me an entire rack of ribs which I gladly took. Like I said, wonderful food and very friendly, understanding and compensating staff. read more

We love PT, the food is great (love the curry mustard). Today at 1811 S. Semoran Bvd. we had a lovely experience all because of Alton, the man at the register. He does everything from taking your order, clearing tables, keeping the condiment area clean and checking on the customers. He is friendly, helpful and a very happy person - his laugh is infectious. We appreciated his personality. He's a keeper. Thank you, Alton. read more

This location sucks! Only reason why I keep coming is because it's 2 minutes from my house. Almost every single time I order something it is wrong or missing something. I definitely learned my lesson to check my food before I drive off. I just ordered a tropichop and the rice was hard as a rock. I don't think it was cooked at all. Going to think twice about coming to this location again. read more

Went for a late lunch on a Wednesday afternoon & waited for over 20 minutes to get my food. Won't be going back.

Has coupons often. Chicken portion has about as much meat as a whopper. Large variety of sauces, jalapeo, etc. Very clean. Free drink refills. Plantains delicious. I get a double portion of beans rather then rice and beans read more

I wouldn't even give this location one star if that was possible. My mom and I went inside to get our order to go as I haven't been in a while and wanted to get a good look at the menu. While inside we were greeted with someone who must have been new as she asked other people around multiple questions so I can't hold that against her, but our order came out wrong multiple times after she took our order. I asked for sauce and she rudely pointed to the absolutely disgusting condiment bar that had not been attained to for what must have been the whole day. It was filthy and hadn't been refreshed and I can't imagine it would at all be sanitary or healthy to eat from. When we did get our meals much later they came out incomplete, and we had asked for them to go to, which they tried to say that we didn't but it was even on our receipt. Once they took forever to put covers on they still forgot our side dishes. While we were waiting we sat near the soda fountain (that was also filthy) a pregnant woman came in from outside, filled her personal bottle of with tea and walked out all while the employees were looking at her. When we finally got out of the place we noticed half of the tables were dirty and the garbage can was completely full and overflowing and trays were stacked extremely high. I will never go back to this location as it was filthy and not being taken care of by the staff. I'm sure I will be sick tonight from the food which tasted bland. No thank you. read more

this particular pollo tropical is getting a one star I would give it a -0 if it were possible, ordered online went to pick up my food but wanted to order something else so the cashier rook like 10+ minutes to take the person order in front of me. so I step up a tell the cashier what I would like to order and I had to repeat myself four times, so I state I have an online order and some other worker just walks up from outta nowhere asking me for my confirmation # and so they did not see it so she just tells me you are at the wrong pollo tropical. .wow ..I told her I know where I'm at , and you are wrong and she just went and sat down, so I get my food home lemme tell you the grilled chicken was dry as dry bones, the rice was salty and tasted like it was box rice, and the sides were so small the yucca a lot strings in it and the balsamic tomatoes were swimming in the balsamic juice. this is one place I do not recommend to anybody. .. read more