Pollo Tropical - Phone Number, Reservations, Reviews

I visited here last evening and have seen an improvement in the past few years I have made purchases. My soup was delish, packed with chicken, yuca, potatoes, and their rice bowls are a cut above the rest. They also serve Tres Leche and manage slushee. I just wish they had more locations in south west Florida. Staff was very helpful and the place was very clean. They recently introduced a 3 meats mojo style dinner combo and I can’t wait to try it!

I ordered two fries with my meal - when I got home I noticed one was almost empty. The rice was also not filled all the way. Not sure why they would call it a “family meal” with a half a pint of rice. If I didn’t live 20 minutes away I would have returned to complain in person.

The gentle man in front register was awesome where I had a problem was the ladies on the side giving food out they yell wrong numbers then scream at you when you say oh this isn't my food respect goes a long way and the crazy part was it was one of your managers too

There is no point of ordering online. Orders are never ready on time and missing items. After going through the same issue several times, today I decided to speak to the manager. Manager didn't care at all. It's 5:03pm 8/12/24

UPDATE 8/7/2024: I sent an email, as requested, describing the issue. I also called several times today only to get the dreaded "Please leave your number...". So far, I have not been contacted by anyone from Pollo Tropical. If I could lower my review to zero stars, I would. I ordered two platters online through the Pollo Tropical website for store 10133. When I arrived at about 9PM, I was informed that the store was out of chicken and beef. I asked for a refund only to be told that because it was an online order, I'd need to call customer service to get a refund. I've called three times and cannot get anyone to answer. I get a message to leave my name and why I'm calling, and they will call back. I'm still waiting on a call that I'm pretty sure will never come. So, I'm out $30. Things like this are why their reviews are so terrible. There is zero customer service.

They have the schedule wrong because I just went to the window and they told me that they are already closed and it is 9:42 pm. Or they close at whatever time they want.

Was excited to come to this location because the one in Estero is closed ,20 minute drive for them to tell me no chicken . Isn’t your name pollo tropical how is it possible it was only 2pm so it couldn’t have run out ?

7/20/2024 went there to dine in with my family it was the worst!! First the cashier was coughing like he was sick, then there was one guy painting the ceiling with a white spraycan in the kitchen area you could see the over spray go all over the place and on the food!! When they served me the chicken it was still raw blood was still coming out of the chicken,iask them to change it and they looked at me like if i was crazy!! Today 7/21/2024 me and my wife are stomach sick!!!

Beans were delish and the whole chicken was fresh right of the roaster!

Today I was visiting the area and we went to eat at the restaurant. Very delicious food, clean place and good service. Today perfection does not exist, but it is clear that both employees and bosses do a very good job. Thank you so much

Today I was in this location, The confidant was very rich, Lissette was very attentive and friendly.

The restaurant is always clean, and good food. The service is fast. It has a very large parking lot.

Place was clean and the folks there, which i came in direct contact with, were bilingual, which is nice. Food was really good, though the person taking my order forgot to add something to the bill, but being lazy, I didn't want to go back in line to reorder so we managed by sharing which was ok.

WOW! The food is GREAT! Plus, it's a very good value, prices for what you get is very fair. This is REAL food, prepared fresh and fast. The inside dining room is plain and clean--actually could use a style update. :) But simple is nice, too! In the last 3 weeks since I found this restaurant, I've been there at least 10, yes, 10 times. The food and pricing is THAT good! Try it, you'll like it. The last time I was inside ordering, the manager, Jean, was in the dining room. I had to share with him what my experiences were with his restaurant: Outstanding assistant manager, Israel. He is very professional and friendly, totally immersed in the operation of the organization, high standards--even down to how they fold the foil paper for the quesadilla! Israel understands beautifully how to make "his customers" feel appreciated for their business. This is a lost art. The food is consistently prepared well. You get what you ordered, time and again. The rest of the staff take their cues from the leadership. Jean and Israel are to be commended. You can tell they run the ship and lead the team. Congrats on a well-run restaurant, that serves GREAT food, well-prepared, fair prices, and a clean dining room to relax in and enjoy a meal. This location is our go-to restaurant!

Good food and service... but none of the tables were clean. It seems to be the case each time I visit this location.

Today my wife and I ate at this Pollo Tropical location and the food was delicious and the service excellent, the restaurant was very clean, my wife asked for the name of the manager and they told us that her name is Erika, Erika is doing an excellent job!

They didn't have chicken during rush hour. They should be more organized with their grill time.

This was my first time the white rice and black brans with avacado was great this prices was good as well plenty of space to sit and have a quit meal parking was massive so you should always find parking.

Service was fast and staff super nice...a very good place to go for lunch or dinner. New manager Erika do everything on her hands to help customers. She was very kind making sure my order was right. One of my favorite places now. I recommended.

Went to drive through. Cashier was nice and provided good service. My orders are always prepared fresh.

I love tropical chicken, their food is very good

Good place to eat, the staff was friendly and place clean.

This place has lost too much quality, it's not worth coming, the rice is stuck, the beans don't taste like old shrimp before. I don't recommend it at all.

A Pollo tropical where they don't have pollo.

Disgusting. Two pieces of tomatoe. All cold cheese, barely any cold chicken.

The absolute worst location! The food is hit or miss. Not worth it.

Their service is disappointing and food gets worse and worse.

For a place that services chicken, they never have chicken. Just the wishbones

30 minute wait for chicken at a drive thru chicken restaurant is crazy. Can’t do that on my lunch break.

Been eating here for years but Sunday my whole family got so sick from there food that we all had to miss work it was so bad. Tomorrow I’m calling the health department to report them. I have never been this sick from eating out ever. The way there handling there food could be the problem. I lost a lot of money being out sick due to this place and I might even contact a lawyer at this point I was so sick. SKIP THIS LOCATION FOR SURE!! I’m in the top ten food reviewers on Google and my posts have received over 4.5 million views of my posts so I am confident that people will see this post.

No pineapple lemonade or black beans available at 5:50pm on 3/12/24. I can’t fill out the survey on the receipt (code 1721-7113-1249-7033) site says code isn’t valid. Definitely not worth the $21.91 I paid. I should’ve just left as my main reason for the visit was, in fact, the lemonade. Me thinks once the day’s vat of lemonade runs dry it makes for an easier cleanup for the closing shift. I won’t be back.

Just make sure you get everything when you leave because I most often order family meals and almost every time, almost every time they forget something or other. It sucks to check the bag immediately after receiving it in front of them just to make sure that they didn't miss something, but it sucks just as much that I have to. Good food, just stay vigilant

Germaine is the best staff at Pollo Tropical, she is amazing in what she due. She goes above and beyond to give you the best service ever when she is in drive thru dhe is the friendliest person ever.

I visited the restaurant again today after almost a year since I had not returned the last time I had come I did not like the service because they did not have prepared chickens and they had said that we had to wait 45 more minutes because the dining area was dirty and trash all over the floor and I decided to go somewhere else to eat. Today I came back and I was happy to come eat here because the service was fast, only 5 minutes of waiting, the food was delicious and the cleaning was very good, there was a staff cleaning and keeping everything in order and that is very pleasant, good and positive for the visitors who come to enjoy here. Good job

I'm pretty sure the employees are stoned. I ordered a Cuban sandwich and a chicken sandwich and they only gave me a chicken sandwich. Then they argued with me, asking if I wanted the Cuban sandwich after I paid for it. Chicken sandwich is dry and bland and so is the Cuban sandwich

Quality of service and food has gone down but the price has doubled. I had ordered a tropi chop to share with my child only to receive my food with half the amount it used to have. I was going to order a family meal for the rest of my family when I was done. I decided not to after the low amount of food they served and not willing to fix it. Therefore they still lost out on more $$ over something that could have been fixed. I work hard for my money so I decided to order at a separate restaurant for the rest of my family after being told no for a little extra rice. My tropichop had barely any rice on it. I asked if they could just give me a little bit more. The lady said no that they aren’t allowed. I’m not mad at the ladies as they were just “doing their job” im upset with the quality that the restaurant itself is trying to pull on customers. I recommend you go back to how it used to be before you lose out on more money and more customers. I’ll take my business elsewhere.

Fast food restaurant with flame grilled chicken. Not much of an atmosphere…just like any other fast food place, polite service and fairly quick.

Excellent service from the cashier Germaine 👍

i requested my food without beans. they gave me beans.

Good food and nice customer service from cashier Natalie.

The food is delicious. Today boss Erika provided us with excellent customer service.

Excellent. I was very well attended to, the food was very good. Thank you very much to all

Great Baked Jamaican Chicken Beans and rice! Plantains are awesome! Their shop is not that impressive however, if you want low carbs without all the empty calories, order yourself a pickup order and eat without guilt! Their Chicken is simple yet very tasty!

Made a visit this weekend and I was very impressed and pleased with my experience. The food was good, the eating area was clean and the service at the counter was impeccable. Even the assistant manager Jeremy was going around making sure the customers were good. Great job.

I put one star because I have to give it but the service and the food is very bad, the food looks like it was made long time ago, anyway, don't spend your money here, you will lose it like I did.

If you want to eat fresh go somewhere else, the food is very poor quality.

I was asking about the time for a takeout order from the person helping me and he walked away to see if it was ready and then went to the next person, I asked again how long, and he said idk, shrugged and chuckled, then I asked another person, they acted as if I wasn't there then walked away I guess to see so yep, not wasting money here

Today I was at Pollotropical and Erika help me with the order, she was friendly and fast with my order, very good service!

I have to say i am super impressed with the improvements at this location. I went in yesterday and the service was amazing. I had to place a large order for my family and let me just say how patient your staff was with me. Even the assistant manager Jeremy came to offer his assistance. He made sure to reconfirm my order so that i wouldn't forget anything. Additionally, the eating area was so clean. I was so impressed, please keep up the great work. I can't wait to come again

Churrasco steak was tender and tasty. The tables were all dirty. I never saw a person cleaning them up.

I had an amazing experience with Pollo Tropical. The customer service was outstanding, and the chicken, yuquitas, amarillos, pineapple and mango frozen etc. DeLiCiOuS. I was so pleased with the service I received from the Germaine. Germaine was very friendly and charismatic. They went above and beyond to help me find the best options for my family.

Great place! Great food! Great staff! Germaine also greeting with a smile which always has me coming back for more!

Pollo Tropical you have raised the bar of excellence in the fast food industry. So many restaurants could learn from and duplicate your impeccable model. In a day and age when hiring good quality people seems difficult, you surprise all of us with great employees like Germaine in the drive thru and a phenomenal product. Don't change a thing!!

Germine cajera del drivethu, excelente servicio. Deberian haber Mas personas comó ella El servicio al cliente 😊

Cajera del drivethru Germaine, excelente servicio al cliente. No sabía que ordenar y me recomendó algunas opciones, muy amable y tuvo paciencia al explicarme los combos y que contenían cada uno.

GERMAINE is Amazing casher!! She always gives a EXCELLENT SERVICES. Very charming and transmitted happiness. For sure she love her job. 😀

Excelente servicio en el servi-carro llamada Germaine muy amable , muy humilde ,muy bondadosa , bueno en fin un amor ❤️ me gustaría que la próxima vez que valla me atienda ella, un 100/10🔥

The service was great the drive tru employee was awesome and she give me a great service Germaine was awesome and great me with a smile and make sure I have everything I need thank you for the great service Germaine and will be back with tamal and friends.

Erica, the manager and Germaine the cashier was so polite and helpful.. The food was delicious.

El servicio exelente, la cajera Naite nos atendio muy amable y pasiente. La comida deliciosa.

Went in a few days ago and WOW. The dine in area looked so much cleaner. The service was so much better than the times I’ve gone in the past. Even the assistant manager Jeremy made sure I got my order the way I wanted and he brought it to my table with a smile. I will definitely be going back again. Great improvement.

Excellent food, clean restaurant, fast service.

Finally! Amazingly juicy chicken and friendly service! THEY HAVE NEW MANAGEMENT! We love pollo tropical lunch but avoided this location for its horrible service and food before. But avoid it no more! Its new manager Erica is making sure everything is running smoothly! We are so happy not to have to drive further away to enjoy Pollo Tropical! If you hated this location before! Come visit again! It’s a whole new experience!

Got a tropichop to go. Service was good and the staff was happy. Jeremy hit a three pointer from across the room and the crowd went wild after his victory lap. No lie though, good food and reasonable prices.

De los peores pollos tropical el establecimiento sucio, mal atenciónes horrible en todo pedí aguacate 🥑 me cobraron 2.99 y estaba podrido deverian de cerrarlo.

Brown rice was hard I asked for lettuce none in bowl Originally went for tostones none in store. This location is ghetto. I’ll go to the 6 mile location instead

1 star too many!!! Worst pollo tropical ever. Why, when you order a $19.99 family meal they ALWAYS add white meat only option ($2 MORE), IF WE DONT ASK FOR IT?? To top it off we don’t get a whole chicken with that option added. Sad af how instead of helping people, you’re stealing from them. Last but not least “THEY NEVERRR HAVE CHICKEN AROUND DINNER TIME”. How if itsss dinner time??? Instead of making us wait a long time to order food & to get turned away. In my opinion you guys should just close the whole store.

El día de hoy Pedí mi comida por Uber eats y mi comida me llegó incompleta sin cubiertos 🍴 ordene Yuca bites y no me llegaron no es la primera ves que pasa, solo pido que estén pendientes de chequear las ordenas y fijarse que vaya todo completo??? Gracias

Nobody knows what their doing. the cashier guy looks miserable.

Honestly, you can never go wrong with a little Pollo Tropical in your life! : ) The food is A-M-A-Z-I-N-G and the atmosphere brings you to a whole different world! When you order from a Pollo Tropical, prepare for an explosion of flavor!!!

Food was good and served relatively fast. Richard helped me out with my order with good recommendations as I wasn’t sure on what I wanted, overall good establishment great customer service, will definitely be coming back.

needs major work on customer service

I went to this location after waiting over 30 minutes for my food it still wasn’t ready so I asked for a refund. The refund was given with no issue as the manager of the store noticed my order wasn’t even being prepared. She just simply said sorry and gave me back my refund and I walked out very upset. People were being served after me and she assured me that they ordered online previously however during my 30 minute wait I seen them order from the same manager that took my order. This is unacceptable. That was 30 minutes of my life I will never get back and my partner and I still left hungry without anything! The manager at the location never cared as she apologized with a delightful smile like it was just another busy day for her. The customer service sucked and I will make sure to never return!!

I went through the drive thru to order in my food to go. After checking my bags I see half of my order is missing and also asked for cilantro garlic sauce and she said there is no more which I understand does happen. So I was still at the drive thru window and let the lady know but she was quick to say we had everything in the bag. I let her know that we don’t have everything that we order and show her the receipt. She then finally realizes that we are missing our items and goes and grabs it for us. Once she gives the items we pull away and then realize that they did not put any dressing in the salad. I now go into the pollo tropical and let them know that we are missing the Ceaser dressing in the salad and the lady that was working the drive thru turns around and says there is no more Ceaser dressing to the lady that was now attending me and the lady turned to her and said well can’t you get the person in the back to refill it and she was like no she’s busy doing something else. The lady that was attending to me now goes and ask someone else and she gets that resolved. Then I do see that they also have the cilantro garlic sauce as well when the lady in the drive thru told me no. Not sure what is wrong with that lady in the drive thru but she was very rude and also lying saying there is no sauce when there clearly is.

La comida a veces es buena ,pero tienen mucho que mejorar en la limpieza van varias veces que e ido y lamentablemente los zafacones estan descoldados de basura y las mesas no las mantienen limpias al igual los baños .Esperando cambio volvi despues De 2 meses a este lugar hoy 8 octubre 2023 y lo encontre peor El servicio pesimo Las puertas Del local estaban abiertas habia calor porque aparentemente algo se le quemo habia olor a comida ahumada y para colmo cuando fuimos a pedir nos dijeron que teniamos que esperar porque solo tenian las ensaladas que la comida apenas hiban a empezar hacer y eran Las 435pm nos fuimos del lugar .creo que los que estan a cargo de este restaurante deben de empezar a tomar cartas en el asunto para que este lugar sea de gran calidad. De mejorar con mucho gusto podria volver por ahora estoy muy desepcionado.

Service is not great, but the food is amazing!

Arrived to the restaurant 1hr before closing. The employee had zero customer service skills. She replied to me “we have no meat and will not be making anymore” I went to window and asked for corporate’s number. She then called a manager who was equally rude and smugly stated that “there won’t be any food.” And that he didn’t know what to say. I challenged him and asked him did he think that was okay. He shouldn’t be a leader. He is hurting the environment and culture. The employees are following along in his steps. They decided to not cook food so that they can leave early. There’s literally always something wrong at this place. They need new management or to just shut down. The Manager even declined to give his name, the GM’s name, and corporate’s number. I’ve worked for many large companies and find this despicable to not even be able to give name of the GM, let alone even corporate’s phone number.

Never had food the last hour to two hours

Had my first Cuban sandwich. I'll be back for more!

They don't respect the schedule, they open when they want

Amo el pollo de este lugar y los frijoles los mejores de la zona,20 de 10 para el cocinero o cocinera, pero me gusta el trato que siempre me da la muchacha del Drive Thru , su nombre es raro Jermey o algo asi es muy buena siempre nos hace reir a mi esposa y ami, nunca la hemos visto de mal humor y eso es bueno que un empleado le guste su trabajo, si todos fuéramos con las ganas de trabajar como ella, este mundo estaria mucho mejor, este es mi pollo favorito no lo cambio, aunque me desvío de la casa, siempre paso por ahí. Gracias por sus servicios.

I love going every afternoon to get food for my children, the Drive Thru cashier is always kind and has an amazing charisma, more cashiers like her.

there was no AC when we got in there and they had these big loud fans. everything looked a mess and the workers looked drained from the lack of AC

Nice place to meet for light lunch. Serves healthy fresh food. You'll enjoy the fruit smoothies. Great variety to choose from.

They use to be pretty good, but now this chain has hit rock bottom. They gave to us take out food that was cooked beyond edible.

So multiple time I’ve been served dehydrated chicken and french fries I could probably hammer a nail into a wall so thank you for serving through drive thru inedible food, good luck with business probably why the bonita springs location closed even though they had better quality.

Extremely bad attention, the person who attends the drive thru ran with bad luck that he was in a bad mood and ended up yelling at me! totally unacceptable.

Stained pollo tropical. I got the chicken and mojo pork… my favorite sauce is the curry mustard. Been eating that sauce for as long as I can remember. First time I had Mac and cheese and it was actually pretty good. If eat this over most other fast food mac

They love to SHAKE THE SPOON meaning serving u less meat but will over do u with rice🫢🫢🫢🫢🫢🫣🫣🫣🫣🤬

Waited an unusually long time to receive my order. Should have gone through the drive thru

Be VERY wary when mobile ordering from this location. ALWAYS CHECK YOUR FOOD PRIOR TO LEAVING. For mobile orders the will give you scraps. The chicken will be dry or if you order an additional side of Cheesy Yuca or Coconut Shrimp, they will short your order. The manager, Richard, BARELY speaks English, the staff BARELY speaks English. If you try to say anything to the staff they’ll say “I don’t speak English” as a way to cop out from resolving the issue.

They always forget food and are rude! I had to go back inside as half of my order was missing and was even questioned about if I was telling the truth. Only after I told the guy if he wanted to come outside and look himself in my car is when they gave me my missing food. Food is alright but then gives servings sizes way too small to the point where I feel like I would need to order another meal. This place was ran by a bunch of young kids, with not one adult in sight! I will never go there again!

This is a worse place where you can stop for food, inside is disgusting, dirty, the food is ridiculous high and bad cooking, the trash was full, and the Pendant light is like 100millons years they do not vlean it, what else can said for never ever you visit it, just check my pictures.

For the past 3 years I have been attempting to give Pollo Tropical a chance, ever since the pandemic and the skeleton menu, they have never returned to the same...they have a big menu but rarely have what is in the menu...I stop by every 2-3 months hoping it has changed...nope...pollo chicken bites? Nope. Tostones? Nope...makes you scared to even ask because you will be greeted with another "We dont have that, sorry"... Highly disappointed, Pollo used to be my go-to too...

Less than helpful staff, spent so much time fixing my bill and getting missed items I paid for my food was cold by the time I sat down to eat it. I used to love Pollo, but I think this is my last visit!

Horrible location. I walked in at 8:50pm waited 10 min to be acknowledged and everything I tried to order she kept telling me it’s out! At the third try I asked what they have and she said only soup, rice and beans! If they don’t have food why are they still open and why she didn’t tell me immediately that they are out of food so I don’t have to wait. Ridiculous experience! I still can’t believe what just happened!

was good at the beginning, now the chicken is dry, the beans doesn't have the same ingredients or something happens, definitely I do not recommend to eat chicken there

Had MOJO pork platter and black beans and rice lemonade to drink hardly could finish the plate 🍽 good food try it

Went with family at 12:15 on sunday march 12th. After taking the family's order in front of me, I was informed they were now only taking orders at the drive through? Have been a long-time rewards member and have never experienced anything like this.

The food is always absolutely delicious! Hot and tasty! Mango tea is the best!