Pollo Tropical — Restaurant in Fort Myers

I’ve only been to this location three times and I’ve learned either it’s best to go through drive through or don’t go at all. The last two times I’ve ordered for pick up here and I’ve been left standing at the mobile order pick up station for 10mins while the employees run back and forth and joke around with each other and do everything and anything else but go to the pick up station. Mind you, there is a mobile order pickup stand that’s next to the cashier station at the front but they don’t use that, they hog all the mobile orders beyond the counter and don’t touch it for 10-15mins. I mean there were even employees bringing food out to people in the LOBBY and just walking past us line of people building who were there to pick up orders on multiple occasions! So you have 4-5 employees consistently in the front speed walking back and forth, not greeting us or saying they’ll be right with us, they deliberately ignore you until you hope and pray someone decides to give you the time of day. Everything is so disorganized and rushed. I’ve even seen on multiple occasions people who came and ordered food right there in the restaurant get their food faster than people who ordered food AHEAD of time, but funny enough 9/10 they end up forgetting something in their order even though they just placed the order right there. I think they’re trying to prioritize speed over accuracy, which being fast is great but when you’re just trying to fly and complete orders as fast as you can without checking for errors, the service gets sloppy. They didn’t even give me any sauce in the end, even though that’s one of the requirements of pick up orders. Not only that but despite the line, some guy for Uber pick up just cut right in front of me at the beginning of the line and just flashed his phone in the person’s face who finally decided to help us and they in fact helped him first before the people who were waiting patiently. That tells you a lot about their priorities....

When Pollo Tropical opened this location in 2013, it offered a noticeably elevated fast-casual experience. Guests were greeted with friendly table service, real plates and silverware, and a clean, welcoming dining room complete with a well-stocked sauce bar. At the time, it stood out from typical quick-service chains by offering something closer to a relaxed, sit-down meal with personality.

Today, much of that original charm is gone. Orders are now handled strictly at the counter, names are called out across the dining room, and meals are served in disposable packaging. The once-popular sauce bar has been removed, and the open-concept dining area often feels neglected—frequently littered with food waste and receipts, with little attention to cleanliness or comfort.

While the pricing remains reasonable, the brand has clearly shifted focus toward high-volume, low-maintenance lunch traffic. The experience now caters primarily to grab-and-go customers, particularly tradesmen and workers on tight schedules. In doing so, Pollo Tropical has distanced itself from families and other customers who once appreciated the inviting, sit-down atmosphere.

Let’s be clear. This is not the result of a thoughtful brand evolution or a reimagined service model. It is a clear rollback of quality and service, justified under the convenient cover of pandemic-related adjustments, but ultimately driven by cost-cutting and profit margins. The customer experience has been reduced, not improved, despite how it may be framed. Pollo Tropical did not adapt. It scaled back. It’s time to acknowledge that...

My colleagues and I typically visit this establishment for lunch at least twice a week; however, we will no longer patronize this venue. Last week, I ordered a grilled chicken wrap along with a grilled chicken sandwich meal. Unfortunately, my wrap contained a long strand of hair, rendering it inedible, although I retained it to present to management. Additionally, my colleague's order was entirely incorrect. The following day, I returned with the meals to demonstrate to the manager the issues we encountered, and while the assistant manager was professional and accommodating, the manager, Anna, was quite unpleasant. She frequently cast disapproving glances and communicated with her staff in Spanish, making it difficult for me to understand her remarks. Anna then interrupted the assistant manager's efforts, instructing him to provide only the wrap and sandwich, excluding the accompanying drink and fries, since my colleague had consumed her fries. I explained that due to the hair in my food and the incorrect sandwich, we deserved to receive both the wrap and the grilled chicken meal, as we were unable to enjoy our lunch. Had it been solely her decision, we would not have received any compensation; however, the assistant manager disregarded her instructions and remained apologetic. I requested to speak with the owner or general manager, and while my contact information was taken, I have yet to receive any follow-up. Anna exhibits a lack of professionalism and is very rude. Her behavior has led my colleagues and myself to decide against dining here...