What you pay for is what you get. I’ve wanted to try this place out for a long time, but was very disappointed with the food. The quesadilla was overloaded with cheese and soggy. My guess is cheese is cheaper than chicken. The grilled chicken and yuca fries were too dry and Burnt in some sections.Restaurant was clean and service pretty quick.I signed up for their points, but it didn’t register the whole order when I scanned the card. I got 1 point rather than the dollar per point (which is already super devalued).
Atmosphere: 3
Food: 1
Service: 2
Suzanne
Ordered take out from inside the restaurant last night, 4/21/24. I've been at that location twice before and there was always something a little off. But last night, first it took forever to order. It's okay to be pleasant and friendly but the menu is way too complex to converse in between. There was one woman in front of me. That took long. Then I ordered. After that a woman came in after me and ordered and then about 5 guys who were all together. I feel that this location simply does not have enough help. There should be two people at the counter during peak times and two preparing those orders from inside. There was one woman who seemingly was the only one preparing the orders for the inside. This is nothing against her. After she prepared the orders, she then had to bring the bag to the counter and say the number for the order. Doesn't check the slip because she doesn't have time to check so whoever says it's there's gets it. The woman in front of me, after receiving two bags, seemed to be waiting for something more and then the woman "doing everything" says "289" which was my number. The other woman takes the bag and is still standing there. So I assume she needs something more. But she ultimately walked out with my order. I tried to tell the woman doing everything but there was a language barrier I believe. The woman in front of me now has three bags and then drives away. I get skipped and it's becoming obvious what just happened. No one seemed too concerned about it. I finally spoke up and said I think the woman who just left took my order. Everyone waiting noticed it too. Still nothing. So then I called the manager over to tell him and he prepared the order. Didn't apologize for the mix up or the time spent. The food was good. The price was right. But this is a management, quality control and staffing issue, I believe.
Atmosphere: 3
Food: 4
Service: 2
Stealthy J
Amazing experience here with Shawn friendly customer service and fast.
Atmosphere: 5
Food: 5
Service: 5
Cori
The place has gone down hill a bit. I think they are short handed which I completely understand. I placed an online order which was way past due for pick up again I understand being short staffed, but my order was not completely correct. The family pork portion was not the family size and was mostly onions vs pork. They did not provide the rolls or sauces I had requested and this is not the first time we had this issue. I had to rush so I quickly checked my order and at glance seemed okay. I was wrong. I just say double check the orders before you give them to the customer if possible. Otherwise nice staff workingtm there.
Atmosphere: 5
Food: 2
Service: 2
Derek Williams
Thanku sincerely Mr.
Atmosphere: 5
Food: 5
Service: 5
Russell H
Update...We used to at least be able to get good food at this location despite the subpar service, but lately it seems like that's not even available anymoreOriginal post:Service leaves room for improvement. But I will always go back, just cause the chicken and sides are yummy. Love those balsamic tomatoes and also the plantans. Great for a family meal. Check your order before you leave. They always forget something.
The food tasted bland, I was disappointed. Very few vegetarian options.
Atmosphere: 3
Food: 3
Service: 3
Justin Joseph
Went through the Drive-Thru on the evening of March 12th around 8:00 pm. I asked if they had Soup, to which the person on the other side stated 'Yes'. I asked if I could have a large soup... and I was asked "Is that all?" I said 'Yes' and in a very lackadaisical response "Ok, I guess, if that's what you want." I pulled around to the window. I waited there, looking in the window, watching the Manager and other employees mill around and taking care of orders at the front register, cleaning, and putting things away. After about 6 minutes... The young woman operating the register opened the window and asked "What did you order? He didn't ring it up...". I told her "Never mind" and I left. --- Back story, my wife was home sick with a fever and had not been able to eat very much. One thing she can eat is the soup from this place. I am assuming that the manager is the person that took the order and because soup is a low dollar item, his focus on money was what prevented him from even caring about the sale, so that he couldn't be bothered with ringing it up. I am pretty sure a employee there who was taking the order would have just rung it up, like they were supposed to. This is the 5th incident of "Not caring enough" that I have had with this location, and apparently it starts with Management and trickles down. I went to Subway on the corner of Oakley Blvd and Wesley Chapel Blvd and got my wife a sandwich. I had to wait for 30 minutes as they were short staffed --- but the Service was EXCELLENT!!! I am going back to Subway, and I am never going to this Pollo Tropical again.
Atmosphere: 2
Food: 2
Service: 1
Sherry Ulrich
I'm not sure what was happening here but the service was so slow! There seemed a lot of workers but no organization. The food was decent but the chicken I had was dry.
Atmosphere: 3
Food: 3
Service: 3
Recommended dishes: Yellow Rice
maggie g
What awful customer service.. was passing by and decided to stop and grab a family meal for dinner this evening (I have my 2 young children in the back) so we ended up going through the drive thru, I showed them my rewards app so I can redeem my $5 and it became this whole issue, I spoke to 3 different ppl all to tell me it couldn’t be redeemed and not a reason why… are you serious? I drove away, I won’t be coming back.
Service: 1
Marcos Orellana
Horrible customer service. The manager refused to fill my cup to the top. She was extremely rude. The guy manager was upset that I asked for him because the other manager order taker refused to fill my cup. Horrible
What you pay for is what you get. I’ve wanted to try this place out for a long time, but was very disappointed with the food. The quesadilla was overloaded with cheese and soggy. My guess is cheese is cheaper than chicken. The grilled chicken and yuca fries were too dry and Burnt in some sections.Restaurant was clean and service pretty quick.I signed up for their points, but it didn’t register the whole order when I scanned the card. I got 1 point rather than the dollar per point (which is already super devalued).
Atmosphere: 3
Food: 1
Service: 2
Ordered take out from inside the restaurant last night, 4/21/24. I've been at that location twice before and there was always something a little off. But last night, first it took forever to order. It's okay to be pleasant and friendly but the menu is way too complex to converse in between. There was one woman in front of me. That took long. Then I ordered. After that a woman came in after me and ordered and then about 5 guys who were all together. I feel that this location simply does not have enough help. There should be two people at the counter during peak times and two preparing those orders from inside. There was one woman who seemingly was the only one preparing the orders for the inside. This is nothing against her. After she prepared the orders, she then had to bring the bag to the counter and say the number for the order. Doesn't check the slip because she doesn't have time to check so whoever says it's there's gets it. The woman in front of me, after receiving two bags, seemed to be waiting for something more and then the woman "doing everything" says "289" which was my number. The other woman takes the bag and is still standing there. So I assume she needs something more. But she ultimately walked out with my order. I tried to tell the woman doing everything but there was a language barrier I believe. The woman in front of me now has three bags and then drives away. I get skipped and it's becoming obvious what just happened. No one seemed too concerned about it. I finally spoke up and said I think the woman who just left took my order. Everyone waiting noticed it too. Still nothing. So then I called the manager over to tell him and he prepared the order. Didn't apologize for the mix up or the time spent. The food was good. The price was right. But this is a management, quality control and staffing issue, I believe.
Atmosphere: 3
Food: 4
Service: 2
Amazing experience here with Shawn friendly customer service and fast.
Atmosphere: 5
Food: 5
Service: 5
The place has gone down hill a bit. I think they are short handed which I completely understand. I placed an online order which was way past due for pick up again I understand being short staffed, but my order was not completely correct. The family pork portion was not the family size and was mostly onions vs pork. They did not provide the rolls or sauces I had requested and this is not the first time we had this issue. I had to rush so I quickly checked my order and at glance seemed okay. I was wrong. I just say double check the orders before you give them to the customer if possible. Otherwise nice staff workingtm there.
Atmosphere: 5
Food: 2
Service: 2
Thanku sincerely Mr.
Atmosphere: 5
Food: 5
Service: 5
Update...We used to at least be able to get good food at this location despite the subpar service, but lately it seems like that's not even available anymoreOriginal post:Service leaves room for improvement. But I will always go back, just cause the chicken and sides are yummy. Love those balsamic tomatoes and also the plantans. Great for a family meal. Check your order before you leave. They always forget something.
Atmosphere: 2
Food: 2
Service: 2
Pollo Tropical is always a hit
Atmosphere: 5
Food: 5
Service: 4
Recommended dishes: Pollo Tropical, Sweet Plantains
Good food, best price...
Atmosphere: 3
Food: 4
Service: 3
Recommended dishes: Roll, Grilled Chicken, Yellow Rice
Great
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Tropichop for 10 People, Salsa, Pulled Pork, Crispy Chicken, Grilled Chicken, Fried, Breast, Tostones, Pollo Tropical, Sweet Plantains, Caesar Salad, Yellow Rice, Ribs
Terrible ! Overpriced microwaved chicken . $3.50 for a small lemonade, and they don't offer refills.
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
The food tasted bland, I was disappointed. Very few vegetarian options.
Atmosphere: 3
Food: 3
Service: 3
Went through the Drive-Thru on the evening of March 12th around 8:00 pm. I asked if they had Soup, to which the person on the other side stated 'Yes'. I asked if I could have a large soup... and I was asked "Is that all?" I said 'Yes' and in a very lackadaisical response "Ok, I guess, if that's what you want." I pulled around to the window. I waited there, looking in the window, watching the Manager and other employees mill around and taking care of orders at the front register, cleaning, and putting things away. After about 6 minutes... The young woman operating the register opened the window and asked "What did you order? He didn't ring it up...". I told her "Never mind" and I left. --- Back story, my wife was home sick with a fever and had not been able to eat very much. One thing she can eat is the soup from this place. I am assuming that the manager is the person that took the order and because soup is a low dollar item, his focus on money was what prevented him from even caring about the sale, so that he couldn't be bothered with ringing it up. I am pretty sure a employee there who was taking the order would have just rung it up, like they were supposed to. This is the 5th incident of "Not caring enough" that I have had with this location, and apparently it starts with Management and trickles down. I went to Subway on the corner of Oakley Blvd and Wesley Chapel Blvd and got my wife a sandwich. I had to wait for 30 minutes as they were short staffed --- but the Service was EXCELLENT!!! I am going back to Subway, and I am never going to this Pollo Tropical again.
Atmosphere: 2
Food: 2
Service: 1
I'm not sure what was happening here but the service was so slow! There seemed a lot of workers but no organization. The food was decent but the chicken I had was dry.
Atmosphere: 3
Food: 3
Service: 3
Recommended dishes: Yellow Rice
What awful customer service.. was passing by and decided to stop and grab a family meal for dinner this evening (I have my 2 young children in the back) so we ended up going through the drive thru, I showed them my rewards app so I can redeem my $5 and it became this whole issue, I spoke to 3 different ppl all to tell me it couldn’t be redeemed and not a reason why… are you serious? I drove away, I won’t be coming back.
Service: 1
Horrible customer service. The manager refused to fill my cup to the top. She was extremely rude. The guy manager was upset that I asked for him because the other manager order taker refused to fill my cup. Horrible
Atmosphere: 1
Food: 1
Service: 1