Updating this review due to recent changes. Not sure who made the cut but they have all new staff and Wow! Went there yesterday and was blown away by the changes. The team members were focused and friendly. Food was good and this team redeemed this Pollo for us after many bad trips. Thank you! Looking forward to returning to this location. read more

As much as I love Pollo Trop, this location HAS TO BE THE WORST ONE IN FLORIDA! ALWAYS messing the order up or missing items(ie 1/4 chicken instead or 1/2 chicken). Cheating people on amount of chicken for a tropi chop. Always out of simple things like mac n cheese, or certain sauces. How are you always out of mac n cheese at noon?! How do you mess up so much with all those workers in the back. Management needs to step up or just get rid of this pollo trop and open a new one. I'm sorry this is ridiculous. I rather drive the extra 10 miles to the next pollo then go back to this one. read more

Our first visit won't be back. Stay away- or order delivery. As soon as you walk in, it is advertised everywhere "new" alcoholic beverages. We've never been so we stand back and look at the menu, we are the only ones in the order que. The worker lady rudley and aggressively says "Next. In. Line." So we approach and make eye contact, no returned salutation, so we order. When she said "any drinks?" We order a white claw, and she says "what?" We said "mango, white claw?" She says "oh, no, we ain't got alcohol no more." So water it is. She walks away while our credit card processes and another comes up to hand us our receipt. I say "thank you" and no reply. We wait off to the side- unsure of what to do- sit? Wait? Cups? Ugh. Lady that handed our receipt puts up two cups of water and says "here." (Who, us?!) Our food comes and another lady just puts it up and stands there staring at me. I say "oh is that ours"? She shruggs and puts her hands out. I've never felt more unwelcomed. The food was trash. The cleanliness is trash. Don't ever plan to come back. read more

Very very slow. See picture of wait. Out of white rice, plus Mac and cheese. I mean....meh read more

Pollo Tropical - Unhappy hungry people - Fast Food Near Me - Sanford, Florida

Horrible customer service-we drove quite a distance to try this place after seeing the commercials on tv. Placed an order to go . When it was given to us and we arrived back home , an item was missing. I tried to call the location directly but no one answered. I was able to reach the number for customer service on the receipt and explained the situation. The person kept trying to get me to accept a voucher for replacement of the missing item and said it would be too difficult to process a refund. I was not about to drive all the way back to the location for this . Food we did receive was really not anything to rave about either (ex: fried yucca-extremely hard almost inedible). I don't think I would return to this place even to dine in . Their system needs updating as far as replying to customers' needs and requests , also staff needs to be more attentive to orders placed so these incidents don't occur in the future read more

I work in a restaurant so I'm usually understanding and don't complain, but this experience really upset my partner and I. The staff was rude and barely spoke to us except for when we were ordering. While ordering they had an attitude and for some reason couldn't understand my simple request to change my salad entree to a side salad. Only to get the salad and see that it's like 5 pieces of lettuce and a couple croutons. We also ordered the Mango iced tea that just tasted like plain watered down sweet tea. The flan we ordered was expired, and the rest of our food just looked like they threw it together. I spent $31 and this was my first time ever eating here, I probably won't ever come back. Honestly I just want a refund. read more

Pollo Tropical - Side Caesar Salad - Fast Food Near Me - Sanford, Florida

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When you spend the extra money you would expect a bit more avocado, what's the point of getting paid when you half way do ur job. how would the worker feel paying 12.18 for that skimped meal. read more

Pollo Tropical - Create Your Own TropiChop Bowl - Fast Food Near Me - Sanford, Florida

This location has terrible customer service. I ordered through the drive through a while ago and the person on the speak misunderstood my order. I asked for a correction by the window and the lady preparing yelled: You don't know how to order?! I looked again because I didn't believe she was speaking to me. She then looked in my eyes and said: yes, I'm talking to you. I had my kids in the car and was in a hurry. So I left and reported to Pollo. Nothing was done because I showed up later and she was still working there. Ivy the way it takes forever, many angry customers waiting by the counter and drive thru. The chicken is not fully cooked. read more

It's my first time eating from here. I made a simple order. 1 chicken, a few different sauces, white rice, yellow rice and beans and sweet plantains. Half my order didn't arrive. I was missing all sauces, the sweet plantains and the yellow rice. I called 5 times and left 2 messages and never got a response. The chicken was ok a little bland because I had no sauces. Utter disappointment. I spent $30 on bland chicken and white rice. read more

I ordered the Cuban Sandwich, excited to try the new item. What a disappointment. I've ordered from this restaurant quite a few times, even hosted parties with their catering, always good. Yet this sandwich was horrible. All the meat was on one side of the bread, un toasted and not pressed, also no pickles and one slice of cheese. This is a failure on the person preparing the sandwich, and after reading some of the reviews, failure on management for not supervising their people. Not gonna rush back to this location anytime soon. Sad because they were once good. read more

It's been quite sometime since we've been here but usually I receive great service when eating in. When my kids were younger they appreciated the homestyle service and so that's what drew us to come back again. Life goes on and the kids grow up, their food preference changes. Anyway, we went shopping and this time, in a long time, we came through the drive thru and encountered rude customer service when trying to place my order. The lady on the other end was very short, cutting me off when placing my order. Maybe she had a bad day but when we drove up to pay, no pleasantries, no eye contact and when I asked for sauces, boy did that annoy her. I did realize she was pregnant and probably in 30 minutes near to store close, so I totally get it. Honestly, at least my food was exactly what I ordered fresh and juicy. The great apart about it is that I didn't allow the behavior to annoy me. Service was pretty quick, food was tasty, and we were well on our way home from a long day. read more

Pollo Tropical - Pollo Tropical - Fast Food Near Me - Sanford, Florida

Came here for a quick bite before heading to the airport after hearing good things about it. This is like a fast food/fast casual restaurant. You order up front and they bring your food to you. Service was good and fast. Now to the real good part - the food! I ordered the TropiChop - which is a pick your own bowl with certain ingredients. I ordered the following TropiChop bowl: chicken, 1/2 yellow rice 1/2 lettuce, black beans, corn, tomatoes, peppers, sauteed onions. I'm sure it would have been delicious on its own, but I went over to their awesome Salsa/Sauce Bar. I got the pineapple salsa and mustard curry. Both of those sauces in my TropiChop bowl made it even more delicious! I would definitely come back if I'm in town again. read more

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The seating area is closed and the drive thru Is always difficult fl order at. So, we ordered ahead for curbside. This location does not bother to answer their phone to let them know that a customer is at curbside. Bottom line: really bad service: -drive up is always backed up and difficult to order at -the online ordering has curbside delivery as an option -the number for this location will not pickup their phone to advise them you are at curbside or to place orders -the seating area is locked up where you can not get on to pick up your order Hope the food is not as bad as their service read more

Come here often for lunch. It's a good choice for something quick and somewhat healthy depending on what you order. I usually get the boneless chicken breast meal with yellow rice and black beans and a side of mac and cheese. It runs about $8 or about $10 with a drink. Although in occasion I will get the half chicken which is a slightly heavier meal. The service is friendly. The cashier is always friendly and patient and the food is delivered to your table which doesn't happen at all Pollo Tropicals. The food is a size able portion, but not so much that it'll make you pass out for the rest of the day. The offerings of sauces are plentiful, I favor the pineapple rum and cilantro garlic with my boneless chicken breast. Overall if you're looking for a cheap and easy meal, it's hard to go wrong with a quick stop here. The place is cleaner than other Pollos I've been to and the orders have always been correct in my experience. Good place. read more

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amazing food was awesome super good and manager was super nice. i enjoyed the food cooked nice and well.

This place just can't keep it together! One step forward and 10 back. I am convinced that this is due to one particular poor manager that doesn't make the employees clean. I saw the chicken cook handle cooked chicken with the same gloves as he used to put raw chicken in the grill. Service is very slow here. I am very disappointed in how bad this place has gotten. Trash was all over the floor in the kitchen. See my picture. read more

Pollo Tropical - Trash in the floor. - Fast Food Near Me - Sanford, Florida

I've been coming here lately trying to make excuses for their poor habits of giving small bits of food and customer service. tonight I've made my mind to never come here again. I ordered food through Uber eats and was IN SHOCK to see the amount that was added. Clearly the people you have working here is sabotaging your business. Look into it! Go in as a undercover or send someone and see it for yourself. The price for the food you charge does not match the food you provide! I should of taken a picture of what was brought to me but I was so upset I through it away! Shame on you guys! read more

first off, 90% of window workers to line workers need a lesson in good customer service! what a load of miserable people! Ordered two of the same, small tropichop. One had below satisfactory rice amount, average meat, but the second tropichop had half of rice and little tiny bit of meat and topping in comparison to the first orde! Had to go back to show them that they were not equal and one barely enough to feed a child! Still the window girl had the nerve to say, thats how it is. clearly one order was half the amount of the other! No apologies, she even showed another worker, and that girl gave an " I don't care" look, with an attitude. Not even apologizing for the issue. If they can't give an equal satisfactory amount of food, then use a measuring system, so everyone gets equal amount!! read more

I walked in to grab a bite to eat with my daughter and all I can say is that this particular Pollo Tropical is filthy!!! Every table is dirty, behind the counter where the food is, is disgusting . By the way, it's almost 9:00 at night on a Sunday and pretty empty in here. The girl at the register is rude. This isn't the first time I've walked in here with it being like this....the first time I figured they were just busy and having an off night...we walked out and went somewhere else to eat and we are walking out again tonight. They need a good General Manager who can run this place! read more

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Gross! Bathrooms are disgusting. I had to clean our table with a Clorox wipe because it looked like it hadn't been wiped in weeks. Cloth came out brown -hard to tell in the photo but it was pretty gross. And a heads up, they only have 2 high chairs available for customers. Not a big deal but just a good to know. The food took quite a while to come out, this was on a Sunday so there wasn't too bad of a lunch rush. The food was subpar compared to other Pollo Trops. It's as thought there is zero management or at the very best, terrible management. I will say the cashier was extremely nice and pleasant. I will not be coming back read more

Pollo Tropical - Fast Food Near Me - Sanford, Florida

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I originally placed my order through door dash and was delivered the wrong food on the restaurants behalf. I called Pollo Tropical and was told to come to the restaurant where my food would be made fresh. I go to the restaurant, explained to the cashier what happened. She sceen shots my receipt and walks to the back of the restaurant (no apologies, no would you like drink while you wait, nothing!) The cashier comes out still says nothing, puts gloves on and starts making my food. While she is making my food, she is TOUCHING HER PHONE SCREEN WITH GLOVES AND TOUCHING MY FOOD! This is the easiest way to catch Hepatitis! I don't like to be confrontational when people are making my food. But its obvious more traing needs to be done at this restaurant on how to properly handle food and how to better service the customer. Incidents like this are more reasons people should cook their own food. The sad part is I actually enjoyed alot of their food items such as the grilled chicken and balsamic tomatoes. Don't think I will be eating here anymore. read more

SO GOOD! and so fresh! I got the tropi chop bowl with yellow rice and a ton of vegetables and grilled chicken. I couldn't stop eating it! It's been a long time since I've eaten at Pollo and now I'm not sure why I wanted so long. The drive-thru was quick and everyone was friendly. Food was hot and fresh and the cilantro-garlic sauce they have is AMAZING. Maybe it's because I'm pregnant but everything just was well worth the nine dollars. read more

Very disappointed in the customer service at this location. I was ordering through the drive through and upon getting my food, the girl was very rude to me when I asked for sauces for my meal. Once I got home I realized that I was missing items I ordered and the salad top was opened and half my salad spilled in my bag. Very disappointed. And this is not the first time this has happened. read more

So it's been 3+ years since I have had Pollo Tropical. Was looking forward to eating here. So I put my order for 1/4chicken which says "Dark Meat" and I also say can I get X garlic cilantro sauces. Server says remind him when I get up to the window. Pay him at the window and then say again can I get X garlic cilantro sauces. He says "Yes I got you". Great! Hands me the order and I'm thinking sauces are in there right? NOPE nothing no sauce, get home since dining area is closed-I understand COVID-19 is going on, but other fast food restaurants have their dinning rooms open, whatever. If they were out of the sauce at least tell me , hey we are out of said sauce can I get you a different sauce. But don't tell me "I got you"-for the sauces and NOT get me what i asked for. So the 1/4chicken is you guessed it DRY WHITE meat, so you have been warned if you want dry white meat order the 1/4chicken. Definitely NOT going back there ever again. read more

It's been 3 month that Pollo Tropical reached out to me via Yelp. However, it appears they never rectified the situation. Waited approx 5 min in drive thru. After waiting and no help. I simply pulled up to the window. I was than approached by person who 1st called me Mami. It is definitely inappropriate and disrespectful to address anyone in this matter. However, i addressed the drive thru headphone matter. And that unfortunately, went into deaf hears even with a lead or manager standing there. I placed order and yet again I get my food fries cold, stale and unappetizing. I asked for 2 full chicken breast. I get order it's all chopped up in the box container. Now tell me how are they addressing any issues. I believe calling anyone Mami is disrespectful in as all levels. Pollo Tropical call contact me asap. I need to address issues with corporate. read more

Came by on Sunday to buy lunch with my wife and child in the lobby was closed, there were about 11 cars on the drive-through, I won't be coming back, you need to open the lobby read more

Upon entering with my adult daughter from out of state we both found the lack cleanliness a bit off putting; however, we stayed and dined. The first thing I noticed were the employees and their appearances. One young lady at the front is a bit chunky and desperately needed a larger shirt to cover her lower back. The floors were sticky but I chose not to focus much on that as it was after ten pm....but the salsa bar and tables--should ALWAYS be maintained. With all the above you're probably wondering why four stars well (1) the employees attitudes were friendly (2) the service was fast (3) food was hot and tasty and (4) the prices were affordable. Maintain a clean dining room and I'll return. read more

Ordered online and paid. Website said you can't drive through and pick up... you have to go inside. No big deal. Arrive at Resturant. ALL doors locked. Huge red sign on side door stating that one is the entrance but it's locked. You call them... go on indefinite hold which no one answers and eventually goes to a voicemail. So you get in the drive through line that's wrapped around the building and sit there for 45 min. You can't leave because you already paid. Horribly run business --I'll never return. read more

My family has only ever eaten at the Pollo Tropical closer to MCO Airport, and the experience there was just fine, so we assumed that this location would be too. We were insanely incorrect. We went in on a Friday night, when the parking lot was relatively empty and there was no one in the drive through at all. When we got inside there were a few people already seated and eating, but only 1 person in line. I stood in line behind this woman for almost 10 minutes because the cashier could not seem to figure out how to put the order into the computer, strike 1. When it was my turn at the register, she checked me out relatively quickly, so I assumed we would be okay. While waiting for our food, we went to visit the Sauce bar ... which was disgusting. It looked like it hadn't been cleaned at all, all day. Sauces were splashed into other sauces and spilled everywhere, and many of the spills had been there so long that they were crusty and dried up. At one point I saw an employee come out to the bar, and I thought she was finally going to clean it, but no, she was just coming out to grab some onions from it, and then she went back into the kitchen. Strike 2 Our food came out fairly quickly (after only about a 5 minute wait). When I got up there I first noticed that our Bowl was 3/4 rice, and the other 1/4 was onions. Needless to say, we didn't even order onions, so I told the girl behind the counter it was wrong, showed her my receipt, and indicated that it needed to be remade. She took the wrong bowl and headed back to the cooking area (I assumed to re-make our bowl). We then proceeded to wait for another 20 minutes, only for our food to never come out. Strike 3. By that point, we only had about 10 minutes until we had to pick up our daughter, so, we went up and demanded a refund. The girls behind the counter started arguing with each other, and finally processed the refund. I told the girl who was working the register, "this is a bad first impression to give someone of your location." We handed you our money, and you had to hand it back, due to your own inability to do your jobs correctly. Honestly, it seems like the district manager needs to consider re-training this entire branch, because they are not functioning as a cohesive unit, and it really shows. read more

I'll give them 2 stars just because their food is good but their service sucks. I pulled into the drive through and the young lady insisted that they "ran out of almost everything"....okay so I asked if they at least had chicken and she says "it's been sitting out since 8:30".................I'm sorry but why would you tell a customer that? read more

Fist of all, I want to say Pollo Tropical is a big hit down south and coming to central florida, I expected the same however; I have been let down numerous times from this location. The past couple of orders, I've been missing items to missing entire orders. Unknown why. I have given this restaurant so many shot in hopes they have corrected this issues and sadly to say, they have not. Most likely won't be ordering from this restaurant again since they can't seem to get it right. The chicken is a hit or miss. I've gotten delicious chicken to overly cooked chicken. I do hope they fix these issues cause I love the restaurant but with these issues always happening, it's not worth it. read more

Typically I love Pollo Tropical. I have eaten here since they were Tropical Grill. This location however is terrible! Ordered our lunch and it looked hours old. Asked for salt and the said they didn't have any. HOW CAN A RESTAURANT NOT HAVE SALT? So on top of an old crappy bland meal we had to deal with attitude from the employees when I asked for the store number to complain. Which they refused to give me. I'm actually starting to feel nauseous as I write this. Hope I don't have food poisoning. I recommend avoiding this location. Great Franchise Crappy Location! read more

Do your self a favor and save your money customer service is horrible, spend $33 on surf and turf platter the portion was so small they have teenagers not knowing what their doing, horrible Cuban sandwiches this my second bad experience at this location... read more

The service here SUCKS. If i could give it negative stars i would. I sat in the drive thru for like 10 minutes at the window waiting for the person to take my order and all the while hearing him joke with whoever he was talking to. If i was wasn't so hungry i would've left. Every last person needs to be fired or the manager. read more

When I'm going to PT, it's because I have a coupon or they are having a special. Like on Valentines Day, it's around $10. for two meals, with drinks and a dessert to share. Yep, I took my date to Pollo Tropical for Valentine's Day. And that's why my penny-pinching husband and I are still married, suckers. Anyhow, the drive-thru IS disorganized as hell. If you ask me to pull my vehicle up and park over there, that will not be happening. Ever. You will take and complete my order in the order in which it was received. You feel me? It's a huge deal to me and I don't/won't do it here or at any other fast food joint because I think it's total bullshit. Usually, we dine inside where it's slightly better in terms of getting your food faster, but the cleanliness is a bit of an issue-it's a little messy. Siiiigh...but, I do love their TropiChops. I usually get mine with Mojo roast pork, 1/2 yellow rice with veg and 1/2 romaine lettuce, red beans, sauteed onions, and since I am dining in, I get to choose which sauces and how much I want. I looove their Guava BBQ, and Curry Mustard, but most of all, I adore their Cilantro Garlic sauce. I could live on that damn sauce. If you join their rewards club, you can get all kinds of deals online or by text. http://pollotropical.com/pollo-rewards/ read more

Had decent experiences in the past for a fast food joint. Today was a huge disappointment. We had to ask to have one of the 13 dirty tables to be cleaned. We ordered tostones- not knowing they take 15 minutes to cook. Needless to say the rest of our food was in the pass and got cold while waiting. There was sludge on the floor around the sauce bar and 90% of the staff walked around and acted like they were high. No sense of urgency, confusion when delivering orders, half-assed job of cleaning tables. One guy took a regular paper napkin to "clean" a table. He "cleaned" not even 1/3 of the table and walked away. Completely disgusted. Had to disinfect my shoes when I got home. read more

Yo I virtually never give bad reviews, but the service here is horrible, they are ridiculously slow, and the whole place is filthy. There are good options at the salsa bar, lots of choices, but I wouldn't touch any of it because of how filthy this place is. Too bad you're the only one around. Sad. Boom! read more

Good food at a reasonable price. Chicken and pork with a tropical edge to it. The staff seems to have been replaced not long ago which is a good thing. The new staff are much more friendly and speak better English. The young female cashier is excited to have a job and may even crack a joke once in a while and not bad to look at :-) Refreshing. If you go late however, sometimes they run out of chicken which is amazing to me since it's a chicken place. Fast service and fast food delivered to your table as well as picked up after you are done. No muss no fuss. read more

There seem to be so many good and bad reviews of this place. I been to this location multiples time and so far it's great. I always get the chicken plate and side. Food is cheap. But not the quality of food. Fresh Grilled chicken daily. 1/2 chicken and one side. I'm full and happy. The chicken seem to be well prepared before they throw into the grille. Seem to got some season in them. But with all the amazing sauces option. That's never a concern. You got the spicy sauce. Got the pineapple sweet one. Garlic sauce and personally I like to add some jalapenos in them to spice it up. The boiled yuca today was amazing. That's totally my side from now on. Food was quick. Table was clean. No angry staff. I think there no much to complaint or needed of when you just coming by for a lunch and go. read more

Pollo Tropical - 1/2 chicken platter with a side. You can request only dark meat!! Taste better to me. Which I forgot to do in this picture - Fast Food Near Me - Sanford, Florida

I usually like this place for a quick bite, but I have to say that this location has some major issues. If you use the drive-through, make sure to double and triple check your order because nine times out of 10 it is wrong. The staff is very unfriendly, sometimes even a little bit rude, and very careless with your order. Today I ordered a half chicken meal and she asked if I wanted to add a drink and I said yes so she charged me for it but they did not give it to me. I didn't realize it until I was already down the road and since I have a baby in the car I wasn't able to go in and get it. She also forgot all of the sauces that I requested twice. They also seemed to be out of a lot of things like guacamole, regular yuca and steak. I know that this is probably due to everything going on with Covid so I'm not gonna hold that against them. The portions are a little bit skimpy considering the price as well. If you want a solid meal definitely get the large Tropi chop because the small is really tiny and they're kind of cheap on the meats. read more