El Pollo Loco Reviews 112

What happened to the chicken tostada!?! It got smaller and does not taste the same! Not I don’t have a favorite order.

Ordered two tostada's because they have been advertising so much lately. The lettuce was dead and there was nothing fresh about it. This was the store in Pasadena, CA on Hill and Colorado. Purchased the same tostada two days prior from West Los Angeles and it was as advertised. No consistency between stores!!!

I entered the drive thru at about 3 pm and at 3:15 and employee came out and told us that their system was not working and that we have to wait longer. I was stuck in between car and had no choice so I continued waiting. Without being able to place an order.
20 minutes later, the line moved and everybody was able to leave. It was 100 degrees outside , at no point they offered us a cold drink even water or anything. The manager did not show up to apologize. What kind of business is that ? And it says WE ARE HIRING!!
Who wants to work there ?NOT!!
Awful management, I will never return there. There are so many other restaurants in Merced who care about their customers. I wish I could put zero stars!!

Great food excellent service the employees and mangers are excellent thank you Pollo loco !!!!!!!!

This was a god awful experience, so my family and I decided to have El Pollo Loco for dinner, and we tried ordering online, and yet on their website, they said they deliver but when we tried ordering on the phone, guess what they said "Sorry but we don't deliver" this to me felt like a scam. IF YOU DON'T DELIVER WHY IN GOD'S HOLY NAME WOULD YOU PUT ORDER FOR DELIVERY ON YOUR BLOODY WEBSITE!

I am letting you all know not to order from this restaurant, their promises are as empty as the election results.

Hi,

I am writing to let the public not to order from pollo loco. In my years being loyal to this business I have decided not to referred anyone to el pollo loco OR PURCHASE FROM THEM ANYMORE. My experience was through postmates the delivery service my order never arrived and decided to call the store directly after multiple times calling the store on margarite and la paz in mission viejo. My husband decided to drive there once he got there he requested to speak to a manager. The manager came out to talk to my husband and the manager was very rude did not care of what the issue was and did not even attempted to care of the explanation. My husband even told him we try calling multiple times about are delivery issue but your phones are down. The manager respond yeah and... Is this how pollo loco trains their managers for customer service. Then I am extremely disappointed. They should not even be in business if they don't care about their customers. I would not even give them a star but I did not have another option to write about the issue.

I have loved the flavors of El Pollo Locofor some time now. I realize that being in a location like 24th and Northern may change the outcome but I never expected the level of rudeness to be so high! I asked to have my flour tortilla placed on the grill quickly but that was a no. I wanted to take advantage of the free chips and guacamole if you downloaded their app. But I was too late. I should have requested it before I paid for my order! Sondra and her two male counterparts just could not be bothered with providing any type of customer service today! As I came to make my review I find that this level of service is normal.

For the longest time I was a KFC and Popeye's Chicken fan. Several years ago I switched to El Pollo Loco after eating there. Even though the portion sizes at El Pollo Loco are smaller than the other two restaurants, the quality of the chicken I felt was batter. It has been my go-to for several years now. That may change. I understand that fast food restaurants sometimes get orders wrong. It happens, it has happened to me at El Pollo Loco. If it does, I just take it back and ask them to correct the order. That was until tonight. I am so disappointed with my order tonight it has cost me to seriously consider going back to KFC or Popeye's. I order a four piece breast and wing meal tonight. I did a visual check to make sure it was the right order and drove home. When I got home and opened the container, I could not believe what I saw. I had four pieces but the weren't full pieces. They actually took two of the breasts in the restaurant, cut them in half, and then placed the halves in the container. So, instead of two wings and two breasts, I got two wings and two halves of a breast. This wasn't a mistake in the order, or something they forgot, this was an intentional cheating a customer of their order. There is no other way to couch it. I have pictures of the cut pieces if anybody wants to see them. Shame on you El Pollo Loco. You might just have lost a customer.

Quality of food and serving size are location dependent.
Rewards program stinks. They deleted my $10 reward during the first part of the pandemic when I could not go out to eat and wouldn’t reinstate it. Haven’t eaten there since and don’t plan to go back.

This is what I got for a 12 meal family plan an Eight meal family plan. This is supposed to feed 20 people?

Finally, at the East Stockton, Ca location a cashier that I can understand!!! But now the order is wrong - 3 keto tacos w the cilantro sauce and 3 without supposedly packaged in a separate bag...Guess what? All are smothered in the sauce...Why oh Why????

I would not come here because around 7, they stopped opening their lobby so the only option is drive through. I was here to pick up a Postmates order and it took forever. They could have someone deliver instead. Since we can wait in the car. Would not come here because you will not get your order even if you order 30 minutes ahead of time and is here to pick up.

What truly saves you from picking the wrong food for lunch or dinner? Come to El Pollo Loco aka Pollo Loco, now!!! I love coming here at least once a week. Here is my menu - Chicken Wings Lover with Black Bean and steam veggies...Why? Proteins and low calories intake for those who are interested in losing weight. If not, for the love of CHICKS...OPPS, CHICKENS!!! Don't take my words and excitement, go and make your CHICKEN MEAL FROM THE GRILL OF LOCOMANIA AKA EL POLLO LOCO, YOUR ONE-STOP CHICKEN WINGS LOVER SPECIAL...

Most unfriendly front of house service staff, treats customers like we are a burden. No smiles to customers, ever. Lots of snickering, laughter , and banter amongst each other. No engaging when asked any question by a customer. One word answers. If I need a straw or want to know if an order was shouted out to while in restroom, I will never be asked “may I help you” . The fact that I ask for a straw instead of telling them that the straws are empty is conditioned from making that mistake before. If I tell them something is empty or out, in the kindest tone possible. I am made to feel like I am being rude and crossed a major line. I have had to practically climb up on the counter and wave my arms, always treated like I am jamming up their flow and disrupting their thought process. It’s so bad, if I’m missing something like a salad dressing, or even the cup for my beverage, I usually just leave. Too bad, the chicken is amazing.

So I just suffer through each my visit, swear I won’t go back, eventually give another chance, and then leave every time mad at myself for giving in.

One of last two times I was there, the lady who was putting together orders was having a melt down, screaming at her kitchen staff. I appreciate wanting to get the customers’ food orders in timely manner, but yelling at your employees doesn’t make me feel good about it eating the food, it makes eating it feel unethical. She may have been vocalizing that the longer wait times were not her fault, but berating her own staff made me think this is condoned by management.

Never had a bad experience at any other location. Even left a complaint with corporate. But didn’t want to waste time on calls and details. It’s time consuming and they won’t lose my business because I know good people do work there.
I’ve chalked it down to this.

The upper management likely treats the staff really well, on a personal basis. The staff probably gets along well because they’re in the trenches together. Maybe they are like a family. But there’s has been an ongoing bad treatment of guests for over 10 years. They just don’t really like us. And this is not a location with customers who lack manners or sophistication, nor one in which customers are “stuck-up”, elitist, or unappreciative to hourly workers. In other words it’s not the “area”. If you go in there. It’s contagious. People sit down, and even for a fast-food restaurant, eat as fast as they can and leave. No one smiles while seated or ever leaves smiling after dining in. They just look like they are relieved to be done with a chore.

El pollo loco is going from excellent delicious food to very ugly. I have been a customer for more than 15yrs & they just don't want to sell chicken, everytime I want to order 2 boxes they always give me the "buts, we don't have chicken, we can only sell this much, that's consider cattering" really?, this past Sunday I got 3 boxes (yes they sold me 1st time 3 with some struggle) and the cashier very rude asking me million times what did I wanted and she kept repeating the same menu number even though i was not asking her, rushing me whe i was the only one in line, i got charged twice yes, my bank statement said 2 pending orders for $57 all that money was not available, reached out to customer service & have not heard from them, then they gave me 4 little sauces for that many chicken and the 2 tomatoes were spoiled the lids were about to explode on me & they made me buy a $4.99 sauce. This is terrible, all this bad service started when they upgraded "the new look" and everything else seems like.

Management at the San Fernando store is the worst. Instead of resolving your issue after they mess up your order they give you attitude and act like it's your fault.