I went through the Pollo Tropical drive thru for a quick lunch since I was busy running some errands. When I pulled up to the ordering screen I was welcomed by a friendly voice who took my order. Once I drove up to the window the same worker was just as welcoming and gave me superior customer service. Once I received my food I just parked in the nearby parking lot to eat my meal. I ordered a Chicken Tropichop and a side of their new Cheesy Plantain Bites. My tropichop was hot and the container was filled to capacity. It tasted good and I added some garlic cilantro to enhance the flavor even more. The cheesy plantain bites were a huge disappointment. They were supposed to be make of sweet plantains and there was barely any sweetness to them. The cheese filling was so bland. Altogether these bites had no flavor and were a total waste of money. The Tropichop 10/10 and those bites a big fat 0. read more

Pollo Tropical - Tropichop - Latin American Near Me - Orlando, Florida

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Restaurant was clean and food was fast. Over priced menu but that's the franchise and not this location specifically

Easily my fav Pollo Tropical location! If I'm not in the mood to cook and want something quick but not greasy fast food, Pollo is always my go to. Their food is fresh and delicious. They have a lot of great menu items to choose from and their sauces are so good. I usually get the quarter chicken plate with rice and black beans or sometimes I'll substitute it for a caesar chicken salad. Always friendly service and they're pretty quick. The plantains and tres leches are good as well for a sweet treat. read more

Walking in our first time we were greeted with such great energy Gentlemen there noticed this was our first time there and quickly began suggesting things to order Service was top notch everyone super friendly Let me tell you food was soooo good served hot and fresh. Two days later we try it again guess what It was a hit again Same service food on point Went back third time greeted again by the same guy as day one Turns out he is a training General Manager Carlos Truly a definition of excellent top notch customer service We were impressed Thank you Carlos and we will try the chicken soup your way next time we go there!! read more

Never again will I go to this location! Everything is off!! First the portion size is ridiculous small compared to other locations. Second, my husband ordered the country rice which is suppose to have chorizo and chicken... and what he was given was wet yellow rice from the bottom and it had no chicken or chorizo in it! Thankfully we checked the bag before leaving because they were missing the beans. Had to go inside to get the beans and noticed all the workers were young teens! With that being said, I'm happy that teens want to work but I blame poor management not teaching them correctly or supervising! Look at the ratings!!! DO BETTER! read more

Pollo Tropical - Half empty platter of Arroz Campesino (Country Rice) which was wet and sticky with the single smallest piece of chicken! No chorizo! - Latin American Near Me - Orlando, Florida

I would love to see an active manager on site. Empty ice tray in front with beverages sitting there giving a perception of warm beverages. Frozen machines broken down. Lobby lighting broken or turned off. Ran out of products and yet the cashier is unaware until after we are waiting for the food. Like the bread for our sandwich. This place is located in a great area, it needs guidance and a lesson in running an effective fast food place. Its hardly fast and is frustrating for customers. read more

Came here at 12:30 on a Saturday to get some lunch, and they informed us that they were out of chicken for 30 minutes. How are they already out of chicken at the height of lunch hour on a Saturday read more

I tried them again...... I received a gift card to try the location again and it was another fail. I ordered a tropichop with onions and veggies. The cashier had no personality. He didn't give eye contact and looked down the whole time. I got my order and guess what it didn't have? You guessed it, no Onions! I asked the person who called out my number what happened to the onions. She said "we don't have onions". Now why didn't the cashier know this and inform me of this? Honestly I would not have ordered the tropichop if I'd known this ahead of time. They also smothered so many beans that I could not taste the flavor of any anything else in my meal. I don't know how many times I can give this place a try. It's sad. read more

This place is pathetic and needs to shut down. We haven't went back since my last horrible review. After seeing a commercial with the new wings we decided to stop in and give it another try. What a mistake. They were out of wings. Out of cookies. The chicken served to us was burnt and dry. I wouldn't have given it to my dog. Wrap was literally cold, not even heated up or melted. 8 employees standing around with nothing to do. We quickly got a refund on our horrible meal went to Texas Roadhouse and had an extremely kick a$$ meal for just $5 more. I would never go to or recommend this specific location to anyone. I'm sure it will be closing soon. It really needs to! read more

Food was great. Customer service was great. Pollo-pollo sauce was fresh and tasty This location is on point! Caesar salad was good too. I give this place five stars read more

This was my first time eating at a Pollo Tropical. What a hot mess. This is one of the first times I have ever blindly eaten at a restaurant without checking the reviews. This was a mistake. Pros: -outside/exterior looks great -sweet tea was good Cons: -filthy interior -horrible management -food was extremely salty -cashier did not understand English or Spanish (other workers were not helping this employee/training him) -we received something COMPLETELY different than what we ordered (other reviews can confirm that this is normal) -most of the employees can be found sitting around outside in the parking lot, in the dining area, near the bathrooms read more

OMG, this place is an embarrassment. I can't believe the extremely poor customer service from this location. Lake Nona is generally a nice area but this store brings a bad taste not only in sanitation and lack of supplies but also in awful service. Today I got lunch around 1 pm and they had absolutely NO SAUCES, NONE! When I asked the woman I was paying to why were they out of all the sauces this early, she rudely talked back at me and said "what do you mean why we are out?!!" I told her "that's exactly what I meant". I'm not sure if she doesn't speak or understand proper English but the question was pretty clear. She didn't care to answer and slammed the window in my face... She's one of the worst people I've ever met. She DOES NOT Need to be working directly with people. WHAT AN INSOLENT! ***FIRE HER!!! Her name was per the receipt: JOZAHIRA As far as messing my order up, I specifically asked her to please not put plantains (those hard salty chunks) in my soup and wanted mostly liquid. When I got home, I came to find out, they loaded my soup with those chunks. 110% disappointed The reviews for this store are a very poor 1.5 stars, and have been for a while. I moved here last year and I'm yet to have a good experience here. That speaks for itself but Management doesn't seem to be on top of this. I might forgive messed up orders but I will not forgive poor, rude and trashy customer service. read more

I've been here twice now... First time I was lured in by the grilled pineapple shrimp salad, which looked absolutely delicious from their picture ad. Consequently, I found myself at the drive through waiting behind what seemed like a mile of cars at 11:30 am waiting to get one. I also ended up picking a flan. The only qualm I had was the salad leaves looked not fresh, they were some brown spots on a few of them. Regardless, I've never really been a fan of shrimp, but the shrimp in the salad was cooked to perfection. The salad I got actually looks like the picture, which you know is never the case when you order a burger from McDonald's.... Because my experience here was pretty good, I came with a friend. She got the grilled pineapple salad and I picked up the BBQ Guava pork sandwich with fried yucca as the side. I liked the BBQ Guava pork sandwich - the meat was very tender. I also really liked the variety of sauces they have, quite a variety and not just your usual ketchup and mustard including cilantro garlic and guava BBQ. The fried yucca tasted too dry. My friend's salad had the same problem as mine from last time... not fresh salad leaves. Maybe Pollo Tropical better check those leaves. I suppose I'll be back again, maybe 3rd time's the charm? The family meal on the whole chicken seems to be a pretty good deal. read more

Pollo Tropical - Grilled chicken - Latin American Near Me - Orlando, Florida

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Horrible, just horrible...I keep giving them a chance and every time they get worse !!! Never again!! I just ordered something from them today and the chicken was super dry and my plantains were all burned !!! Horrible!!! read more

Pollo Tropical - a half eaten meal in a styrofoam container - Latin American Near Me - Orlando, Florida

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I just got Uber delivery and the food is awesome I can eat it every day Keep it up guys

Disgusting, dirty and no one cares. This was my first and last visit. I tried speaking with three different employees. Asked for a manager. Got a head shake and mumbling. The lady handling the food had gloves on, however I saw her touch her face, hair, other objects (not food), then continued to handle food. Every table is dirty. The sauce bar was a disaster. The were floors dirty. read more

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I love Pollo Tropical until it ruined its reputation here in Lake Nona. I've been there several times and without being exaggerated, it is the dirtiest food place in Lake Nona. It is disgusting how the dressing bar is always in very bad shape, tables completely dirty and the place empty, just to say that there was no action for the crew not to be cleaning the place. There was a lady with uniform I guess on break and she even used the dressing bar and didn't give a crap about it. I can't believe it. She took her stuff and went to sit and continue with her meal. Again, this is not the first experience. What a shame! Place empty, and employees just chatting and having fun while the place is falling apart read more

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Customer service at its worst. Manager a complete jerk, second time I've had a problem. It is not the company, it is is this specific pollo tropical. Do yourself a favor and drive a couple more blocks to another, I was ordering it to eat in, but was so annoyed at the service I got boxes and ate in my car. Once I did that I pulled a long hard out of my mouth. Skip this one. read more

This place gave me old reheated fries and the not the quarter chicken I ordered. Also the chicken was on the dry side. read more

Pollo Tropical - Latin American Near Me - Orlando, Florida

This place needs to shut down already or don't be in Lake Nona anymore, the service is always always always bad! The management here is just horrible, corporate needs to do something about this place! When they first open it, it was a pleasure to go, not even 4-6 months into it and it dropped significantly on food and service, we kept trying and trying but nope it's still bad and gets worse, we have tried talking to managers and get the run around that they don't have a GM, one lady says she's the assistant manager but understands no English and does not speak it properly either so we hardly know what she is saying to be able to communicate effectively. We live 3 minutes from this pollo tropical and it's a shame we have now given up on them and drive 18 minutes to the airport to get our food now where the service is always great and food is always hot and fresh! The amount of times we left frustrated from lake Nona pollo tropical from dried over cooked fried yucca bites and dried chicken is ridiculous. One time I got pink chicken on the skin!! Last week the cashier tried to charge us 2.10 for cups of waters. It's bad! Just bad. Just drive to Semoran for food and be safe yourself the trouble. read more

Pollo Tropical - Latin American Near Me - Orlando, Florida

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We thought we'd give a new place a try - and Pollo Tropical was convenient. It looks good from the outsided, but SUCH a disappointment. The food was so-so. There is a sauce bar, but none of them "grabbed" us. The facilities were filthy. Tables were not wiped down, restrooms unattended. The staff was inattentive - seemed more interested in hanging out outside or talking amongst themselves than in taking care of the place or stepping up to help a customer. We won't be back. read more

I have tried this location many times the last few months and have yet to be able to eat. All I want is one of their sandwiches. I don't care which one. But alas, they have no sandwiches. "Sorry, no sandwiches" What? read more

I came from visiting a sick family member in the hospital 10min before closing and was expecting grumpy rushed service..but instead got the most excellent service I've had at any Pollo Tropical I've visited. The boys there were so kind, patient and helpful, with a smile the entire time (they were so cute too! I could tell they were tired but it didn't reflect on their attitudes! Amazing Job!! read more

Don't waste your time. Every time we go they say it's a wait for dark meat or you can't even get it. This location needs to get a hint and make more dark meat and do something else with the white meat because it's annoying. They must lose so much business because of this issue read more

Chewing on crunchy, undone rice is very unappetizing in a bowl. Surprised I didn't chip a tooth. Seriously?!

I'll admit, I'm typically a fan of Pollo Tropical, but after today's experience I don't know if I'll be back. Small Tropichop shows as $5.99 on the board but $4.99 in the computer display in front of the register. Manager would not honor lower price blaming corporate. Mgr advised they have no way to override the register. It's bad enough they no longer have wings and now this poor business decision. I now know why I try to eat local in Orlando. read more

Incorrect orders EVERY SINGLE TIME!!! Not one order, but 2 had incorrect items! Ordered some yucca cheese balls and they were frozen inside. This was my last visit. No more. read more

Do not recommend. Customer service is horrible and you have to wait over an hour for your food even though there are only a few people here. All the employees are very young, aren't supervised, and just stand around all day forgetting your order. We reminded and asked them many times about our food and they didn't listen. Don not come here ever! read more

This is my go to Pollo Tropical. The staff are friendly and the food is always good. I have not eaten on site, but restaurant looks clean. I prefer to take home and the family always enjoys the food. I have also ordered from this store to entertain guest and they loved it. I usually go there in the evening and see the same manager who is always working hard. I have been there where the store appeared to be short staffed and he was working multiple stations. I rarely write reviews, but the hard work of the persons at this location merits recognition. Particularly the manager. Please forgive me for not knowing your name. read more

Good luck getting a Cuban sandwich here. Past 2 visits out of pork and now out of bread. Let me guess. Because of covid? Amazing.

Watch out at this particular store some of their employees need attitude adjustments especially the cashier Tori and and the Manager Kathy. The store's floors was disgusting and dirty not to mention my 16 year old Niece threw up once we got on the 417. The customer used to be right but I guess if you ask them to correct their mistake they ignore you or give blank stares (from the Manager no less). Thanks to another young lady who works in the back came and corrected my order. If this is the best Pollo Tropical has to offer in customer service, then I rather eat elsewhere. I guess they don't need customers or jobs in a time when companies are closing their doors. If I were you I would think twice before eating there. Pollo Tropical Corp do you teach your employees how to be polite and professional? Obviously this is a problem with your company because I have read your reviews especially at this particular store it's awful. SMH why is your store still open? read more

What's with all the negative reviews? This place is awesome. I go here all the time, typically for drive thru but I've also sat inside to eat. Never once have I had a poor experience. Food is always fresh and tasty. Friendly staff. Quick service. Highly recommend!! read more

The ratings are telling a story. I love this chains food but at this location service is the problem. I arrived at 750pm on a sunday night and knew it would be an issue when I arrived to see 5 folks standing and waiting for food with thier arms crossed. There was also 4 people seated without food. The kitchen was full of folks and the drive thru was getting the attention. After standing at the counter for 3 minutes with no line or acknowledgement I left. I could tell after an order was placed it was not going to be a pleasant experience and nobody could even say hi. Management please get this right. You're losing a lot of customers and getting a reputation making it difficult to come back even if you get better. read more

This is the worst Pollo I have ever been to. My order has been wrong both times I've ordered from drive thru. Not to mention the wait time. The one time I ordered inside the place was an absolute mess. The sauce bar was a complete mess and every sauce was out. I told an employee and she pretty much ignored me and walked away. Probably won't go again. Thought I would give this location another try. Bad idea. It has gotten worse! No mashed potatoes. No ice. No sauces. No ice Tea. No forks. There were multiple people with issues telling the workers about them and they do not care. Very rude staff. I love Pollo. But I will never return to this location. This location is a disaster! read more

This place is awesome.. The head manager is amaizing We went last night to eat and the food was awesome the chicken so juicy .. I recommended this place . read more

Absolutely horrendous. I ordered dinner from here and came home to find undercooked, bloody chicken. A complaint was made to their corporate headquarters and no effort was made to apologize or rectify the situation. I frequented Pollo Tropical at least twice a week, but their nonchalant attitude when it comes to poor food preparation techniques and customer service says a lot about the company. read more

I'm taking the time to write this because for the second time the drive through failed me. Twice food served in a bad with NO SILVERWARE OR NAPKINS! Really? Your food is delicious and well priced. But your drive through SUCKS. read more

I would give it a -0 if I could! Listen to everyone don't bother with this place!!!!!!!!!!! I can't express how pissed they have me rn. And I don't leave reviews! My rice is HARD as a rock! I called in to complain as soon as I tried it, not even 5 mins after we had jump on 417 & the assistant manager already knew what was wrong as soon as I asked for her. Then, asked If I could just turn around!? All I asked for was my transaction to be canceled since I'm obviously not going to eat a bowl of ROCK Rice! Management will here from me at 9am tomorrow. read more

Pollo Tropical - Latin American Near Me - Orlando, Florida

There is a 75% chance you will NOT find whole chicken at this location. So how is it called pollo tropical or tropical chicken if it does not have chicken to sell. We have provided multiple chances to make it right, but this time is our last. read more

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