Pollo Tropical - Brandon

The food at the Brandon location is good, but the poor customer service makes it not worth visiting. Every time I have gone, the service from the workers, both inside and at the window, has been terrible. Even when I try to avoid interaction by placing pickup orders, my order still ends up being incorrect and I have to return. I would recommend saving your money and dining elsewhere. On one occasion, when I asked to customize my bowl by adding chicken (and offering to pay extra), I was told it was not possible. When I inquired about getting chicken on the side, I was met with hostility. They need to improve their training and hire better staff. As it is, their current staff is driving away customers.

This was my first visit ever to this chain. I heard great things about Pollo Tropical food! The Brandon location did not meet that expectation. There was trash left on tables and floor. Under my chair was a chicken bone and our table was sticky. The service was awful. The employee helping us was annoyed that I had to keep changing my order (three times) because they were out of many food items. He should have said something after the first time. I ordered the half chicken and a side of yellow rice and veggies. The rice was hard and crusty and the veggies were peas and square carrots. Not exactly what I was expecting! The chicken was dry. Service was also very slow and we were the only ones in there. That should have been our first clue to walk out! We did not. My daughter said this wasn't her experience at the Franchise location in Orlando, FL. The food was so wonderful that she wanted me to experience the same delicious food too! We went to the closest location in Brandon. Thinking it would be the same. It was not!

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..

I usually like Pollo Tropical, but this particular location was disappointing. I placed an order for pickup at 11AM to be ready by 2:30PM. When I arrived, I had to wait an extra 30 minutes. The staff seemed confused and some were even rude when asked questions. It's understandable that mistakes happen, but there's no excuse for bad attitudes. Additionally, the dining area was not well-maintained, which was disappointing.

I have dined at various tropical-themed restaurants before, but this one truly surpassed my expectations. Upon entering, I was greeted by an overflowing trash can filled with bowls, leftover food, and cups right at the front entrance. Despite only three tables being occupied, it was hard to find a clean spot to sit. Service was slow due to a long line at the drive-thru, and the food did not live up to the wait. The watery beans lacked seasoning, and my dark meat chicken was dry. When I requested BBQ sauce, I was told they had run out. It is rare for me to leave a negative review, but there were too many disappointing aspects to ignore. Despite an effort from the hardworking older Hispanic gentleman, the trash can and dirty tables remained untouched when we left 45 minutes later. The only positive note was the dedication of the staff in handling the impatient customers.