Reviews for Pollo Tropical in Sanford, FL
I ordered a family meal with a couple extra items. I order and they have me park, whatever I get it?s not a big deal. Someone... brings it out and its missing several items, again things happen whatever. I then get out and try to grab someone to just getthe items and they don't open the door despite the person seeing me who literally just brought out my order and a young manrudely waves me off multiple times. I get in the line behind cars and wait, Ive now been here over half an hour. I wait throughthe line and get my food of which they give me smaller sizes than I paid for but at this point it would be another half hour atthe rate theyre working so I leave. $38 and over half an hour later I leave without the amount of food I paid for. I drive carethat they made a mistake, it happens, but they were incredibly rude and unhelpful. Also, I tried to fill out the survey on thereceipt and typed in my receipt code and just got a ?thanks for taking the survey? so it sounds like someone is givingthemselves fake surveys. Astoundingly bad service. Editing to say that after all this that I get home and the plantains aren?teven cooked through. Read more
I ordered pick up the trio that supposed to have chicken, rib, and sausage. When I came home, I found out that my meal came... missing the sausage. I called and called Pollo, but nobody ever picked up. They cheated on customers. Thief. Read more
It's best to go inside where you can see them prepare your food. The customer service is horrible here; if you go through the... drive through when a certain individual is working, she will give negative "cares" and toss your food together like it is slopfor pigs to eat! I have told the managers about the customer service here, but it is not a priority. The food is sometimesconsistent, but it's not a wonderful experience. I've had to get refunds at least two times, one being today. One time they evengave me the most horrendous slice of key lime pie they could find (I don't recommend). Go to Chipotle, it's right in the plazanext door, better quality, better consistency in food, and much better service! $7.29 vs $ 8.85. I'll pay the difference. Belowis a picture of the slop of pie I was given on one order. I wish I had taken a picture of today's horrible slop of a tropichopthat I was served and had to get a refund. Customer service and quality is so important. Read more
Compared to other Fast food franchises in the country, this is a good place for simple, healthy and cheap food. the grilled... chicken is very good, but it lacked seasoning, I mean no salt. Something very common is the lack of hygiene and food handling..dirty tables this is already the second TP I visit Read more
Tried Pollo Tropical for the first time. Food was good. As many other reviewers noted, the order accuracy was poor. Our chicken... trio family meal only had two types of chicken and we were 0/4 on the sauces. I?d go back if they get their act together. Read more
How can you mess up a whole order and it is printed on a piece of paper??? My husband and I came all the way from Orlando to... have a nice weekend in Sanford. We both love Pollo Tropical. Your location lacks in customer service. I spent $47.13 in 2people. My husband ordered dark meat, he got mixed. Not a big deal. I ordered a 4 Leches and when my husband arrived to the carwhen I opened the bag and found out it wasn't there. The funny thing is when he went inside to pick up our online order heasked: Do we have utensils and napkins?? The young lady at the register asked someone else and I guess they told her they putthem in the bag. Instead of opening the bag and checking she lied to my husband and said Yes. My husband came to the car andfound out by himself they all eat rice and beans, Cole slaw, mashed potatoes and desserts with their hands. No utensils atall. What is the purpose of asking somebody if they want dark or mixed meat if you are going to throw things in the bag anddon't care what they ordered and what they paid for. The bun is supposed to be bread not pudding. If you throw it in thecontainer under the chicken is going to be wet and yucky. It looks like you don't take pride in providing Excellent customerservice. If we were talking about a $15 order I would understand. But, I spent almost $50 and you failed to give me what I paidfor. Order # 923 08/05/2022 Read more
Very busy lunchtime. The kitchen crew are awesome, open kitchen in plain view, everybody worked in unison, very smooth,... handling a huge amount of orders, drive through and dine in, you have to wait a little bit, about 10 minutes, it's okay everything was on point,,, I had the shrimp and vegetable bowl, it was pretty good , corporate should change it up a little... themenu has a good variety, more healthy, good size proportions, very reasonable pricing, it was good but just missing a five???? star .... Read more
They don't give you what they offer I used to like their food, the last two times it was disappointing. Today I returned after... 6 months hoping that it has improved but it hasn't. The original family meal offers a whole chicken, but you get 8 very smallpieces, the rice is atleast for 3 people, and the beans were quite overcooked or they gave us leftovers. In addition to verydirty tables and bathrooms without hand towels. Read more