Just left from this location in Brandon off of Causeway Blvd, experience for the third time in a row horrible. Half the menu is always never available and get the most ghetto customer service straight through the intercom. I asked for the garlic cilantro sauce and they said they were out when in fact I got it on my meal. Just pure laziness at its finest. I know Pollo tropical is great its just the people working there that could care less and running this location down. Instead of being on her phone she could've portioned out sauces to give to customers what they are requesting. Picture attached of the laziness. Not returning to this location again.

I've only eaten at Pollo Tropical one other time. I remember the chicken being super juicy and the sides being full of flavor. This time around I didn't get the same experience. I ordered a half chicken and rice with beans. The chicken was dry, had to use some of their sauces to get it down. The rice and beans needed salt but that could be just my taste buds. My daughter ordered a Cuban Sanwich with pork that was very good. The dining room is open so have a seat and take a load off. The facility was very clean, wet naps on the tables were very welcomed. They also offer drive through service as well as curbside for those not wanting to go inside.I would eat here again but I would double check my chicken to ensure its not dry. All in all a pleasant experience. Pro-tip....they offer 20% discount veterans and military 🪖. And that is truly appreciated..

When we walked up, another customer who was leaving told us "Good luck!" We probably should have heeded his warning. I love Pollo Tropical but this location needs some work. The service is very slow, which is understandable if you're understaffed but there were a ton of people working. I tried to order a new tropichop bowl they have that has avocado on it but when I asked for all the toppings, I was told I couldn't get them on that bowl, which makes no sense. The avocado bowl costs more so why can't you add the free toppings? I was told I could order a regular bowl and then add avocado but the difference in price that way was like $3. If the toppings are included on a regular bowl and I'm paying more for a bowl with avocado, why can't I get the toppings that are free on the cheaper bowl? Also, we ordered a seasonal salad that has avocado and when we got back to work, the salad had no avocado and no dressing. It was basically dry lettuce and some chicken breast. If the key ingredient on this particular salad is avocado, how do you forget the avocado? I know, we should have checked our food before we left but we waited so long for it that we were in a hurry to get back to work on time. There are so many other places to eat in Brandon, so we won't be back here.

I love pollo tropical and have been to several of them but this location sure knocked them off the pedestal I had them. Walked in the door and were greeted by an overflowing garbage can with trays, left over foods and cups right by front door. I scanned the place to see where we would sit once we ordered and there was only one table that looked somewhat clean and without left over cups and containers, even though, there were only 3 tables occupied. They were pretty busy with long line at drive thru so we expected service to be slow but the food wasn’t worth the wait. The beans were as watery as when they come out of the can and not a grain of salt or anything was added so no flavor, my chicken (ordered dark meat) was extremely dry and when I went back to ask for some BBQ sauce, was told they didn’t have any left. It takes a lot for me to leave a negative review, but there were just too many issues to not say something about it. When we left 45 minutes later, the trash can and dirty tables were still untouched. The only positive thing is that the older bald headed Hispanic gentleman was working very hard trying to keep things moving and taking care of the customers that were getting impatient waiting on their takeout orders.

Do not usually post a bad review but it is something I must do today. The you clean your table garbage was running over. Service slow. Tray had water all over it, a sloppy attempt to wash it. Food was a below decent. Price too high for self-service and food quality. Both bathrooms, one holers, were beyond filthy. Guess one could say I have been twice. First and Last time. NEVER AGAIN. $45.00 even, two people. The tea machine was broken. Nope, sorry we even gave it a try.

The food was absolutely delicious and the customer service was beyond AMAZING!!! A special Thank you to the manager Lydia and her crew for their hospitality.

I enjoy Pollo tropical but this location is just not it. I had a pick up that was made at 11AM to be picked up at 230PM. I arrived and had to wait an extra 30 min, everyone seemed to be lost when asking questions. Also some rude staff not the kind to snap on people but when you are asking questions and have an expectation of an advance order, the attitude is not needed. Let's add how disgusting the dinning area is.

the food is good but it's not worth it if you're going to the Brandon location. every time I go there, the customer service is horrible. attitude from the workers, inside and at the window. when I've placed orders for pickup so I don't have to deal with the workers, my order is wrong and I have to go back anyway. save your money and go somewhere else. i asked for a bowl with steak and wanted to add chicken (and would pay extra). was told i couldn't do that. so i asked if i could get chicken on the side then and was told yes with an attitude. they need to be trained better, hire better employees. you will lose business with the current staff

Steak was surprisingly good shrimp was ok and wasn't the best chicken the portions are small for the price.The restraunt could do better emptying trash cans as they were all over filled and some tables were in need of wiping

We waited over 30 minutes for 2 relatively simple meals, I got a 1/4 chicken and my wife got a bowl. There were maybe 5 people inside also waiting as long, but it was far from crowded. They seemed to have enough staff, which isn't common, but perhaps the staff was new and just not acclimated to the demands of a fast food restaurant. But 30 minutes is way too long for what did end up being extremely delicious food.

Showed up to pick up my carry out order, 15 minutes past when it was to be ready. Staff couldn't be bothered with speaking more than two words to me regarding my order. Took then another 20 minutes to get my order made. Minimal cars in drive through, 2 guests eating in dining room, already with their food. Food was to be ready at 7:10 pm, finally received at 7:55pm. Not sure what was taking so long- more staff than customers and still couldn't get it right.

The food was perfect. The staff was friendly even though it was obvious they were overwhelmed. I am retracting 1 star bc I couldn't find a clean table (both table and seats were dirty). They were overwhelmed but there were 2 managers having a lunch meeting. In the 45 minutes I was there someone could have wiped down the tables and seats. Outside of that, this was a pleasant dining experience. I will also add that I noticed the manager was very attentive and helpful with his staff. He saw a staff member bring out a couple to go orders and left his lunch meeting for a moment to go teach the staff member how to properly bag the to go order. I couldn't hear the interaction but it did look kind.

I received the BEST service this week :)! After paying for my order and checking it, I saw that my order included extra rolls that I didn't have to pay for 🙂. But I didn't receive everything that I asked for when I placed my order. I chose to go into the restaurant after receiving my order at the drive thru process. The young men who served me gave me all of the additional food items that were missing from my order 😃🙌👏! Not only was my meal delicious 😋 I truly appreciate the kindness that was shown to me :).

My experience in this place was horrible. Since I ordered the one I took the order, she didn't literally listen to me and put what she thought. While I was waiting for my food (30min) I saw how they cut the meat and struggled with the food WITHOUT GLOVES. The person who was in front delivering the order gave me things that were not in my order and in addition to that always super disorganized. Everything was very dirty and I saw how they didn't even have hair nets. I'm not going back to this place. I have always been to Tampa and I have never lived this disgusting experience.

There food is always delicious. We ordered a while chicken this time and I really think it was only half though. I'm not really sure if we paid for a whole cause it's been like 2 weeks. I would just encourage you to check your order. You should be doing that with any fast food though. Will definitely come back.

Glenda will tell you that they changed the register system but not the menu and won’t honor the prices on the menu because it’s different than the register. The minimum wage employees are too incompetent to get their POS correct. Glenda specifically sucks.

You can tell they switched up the management at this place. The employees now actually seem like they want to be there. Everyone is enjoying themselves, the chicken is cooked perfectly, and the service is impeccable. Props to Pollo Tropical for making the switch.

Me and my family enjoy their food and the prices are affordable. This location has great customer service and the gentleman at the register gave me a taste sample of the delicious frozen drinks they have before I purchased one. Overall great place to grab a bit to eat after a long work week.

I honestly didnt care to leave a review but a mistake was made and when i called the store to simply get it fixed i kept getting hung up on and after 30 minutes could not get in contact with anyone to fix my issue. Usually i go later and havent had an issue. today after getting off a bit earlier i get to the drive thru and sit there for about 6 minutes with no answer just silence, then when i look around and notice no cars in the parking lot and no one in the drive thru i say "Hello?" They then say "One moment" another young woman answers immediatly after than and asks for my order, i begin to explain my exact order and as if without listening she asks me for specific answers she would've probably had if she was actually listening. then when i try to buy a drink and a side for some reason this woman dosent understand anything im saying so this entire ordeal takes 10 minutes when usually it would only take around 30 seconds. Now at this point i have a headache i dont even want the food because if she cant even listen and press a button theres no way they can actually be cooking food back there. but i happened to meet the manager last time and he was so polite so i assumed maybe it was just a hiccup. no, somehow when i pull up to the window this woman is still speaking in braille, and somehow cant understand anything thats going on atm. with a group of young women busy joking laughing talking about guys, and generally doing everything besides their actual job. she then tells me to park for 10 more minutes Now this i wouldnt make too big of a deal but when i drive all the way home to see that instead of putting double crispy chicken like i paid for, like i waited for, they put grilled chicken on the other side and vegetables on top. which is admittedly hilarious but please ladies, take care and pride in what you do and learn the meaning of integrity. your work ethic determines your value in this life and for the service i recieved today i dont think pollo tropical is getting the full value it deserve's from its day staff

Shout out to Lashawn that with a big smile on his face he made sure to give us some delicious looking chicken With nice sizes. Thank you lashawn!! For sure will be back🔥 and can’t forget the young lady at the cashier drive way she was attentive to our order and remind me if I needed any sauces which I totally forgot till she remind me we need more people like this two! you guys keep up the good work.🔥❤️