El Pollo Loco

I ordered double chicken bowls only I can’t see is any chicken 🐔 They add just a little bit I have never come back here again 😡😡😡🤬🤬

Everything ok. Fresh hot food. Nice staff. Told us about the promotion and saved us $2 👍 One small minus - you have to clean the lobby more often. P.S. Today we had shrimps in Mango sauce. The sauce turned out to be very spicy and we didn't finish our dish. It is necessary to warn visitors that the dish is spicy.

Food is great, you're forced to navigate a complicated and poorly organized kiosk, they will not take in person, in store orders, and if you need help with the kiosk, they reluctantly help only with the item you're having issues with. They said if I want to order in person, use the drive through. By the way, very expensive for what you get. It's high quality but the hassle, hijinx, escapade and all that really makes for an abhorrent experience.

Good service but could improve bathroom cleanliness

The chicken was tasty, the beans too salty and tortillas not whole. But the shocker was no one to talk to. There is an ordering kiosk and when the meal was brought forward, I had to remind the person of the other thing on the order. She apologized and went to get it. Upon returning I mentioned I still needed a cup. She said the fountain wasn't working. They were out of gas. I said I had paid for a drink. She said it wasn't working. There was nothing she could do. Again I said I paid for a drink. She said there is none. But I paid for it. Then she offered a refund, I said what about a cup of water? She gave me a cup, the ice worked, the water ran and so did the ice tea dispenser. Not first choice, but ok second choice. No salsa either. Very sad how far el pollo loco has gotten towards terrible.

Love the new location. Parking is much easier, getting in and out is quicker. Appreciate them being right by the movie theater, nice to grab a quick bite and catch a show. Food was fantastic as always!! Love the $5 combos. You cannot beat that deal.

I love El Pollo Loco so every time when I visit the West Coast I would binged. But this location is horrible. The chicken is so dry…. I ordered a 16 pcs family meal for 5 people and the lady gave me 2 salsas! When I asked for napkins I got 4. The place is dirty…the floor hasn’t been swept nor the tables. The restroom has no soap. The garbage bin was overfilled. Management needs to step up at this location. On the other hand, the location in Arcadia is amazing!

We ordered on line and picked it up on time. The salsa section was close I assumed they were in our sealed bag. When I got home we didn't get salsa cilantro lemon etc. The guy who handed it to me didn't even ask if u needed salsa knowing I was looking for the salsa area. It's my first time picking it up. It never happened to my husband bzillion times he picked up.

Have huge panels to order from Menu same as Taco Bell EZ, quick, efficent Try the Chiptole quesdilla Otherwise routine EPL. Near UA Regent Theatre off the 2 Frwy Off ramp from the 210

Been coming here for years and had minor glitches with my drive up order but yesterday was the worst! At approximately 5:30p Friday 9/12/25 we ordered the new quesadilla combo with Sprite and the 3 piece breast & wing with pinto beans & rice with flour tortillas. My usual order. The young man read back by order at the kiosk to confirm. When I got to the drive up window & paid the young man handed the bag of food to me. Before taking the bag I asked him did you put the salsa in? He said no & took the bag back & added the small bag of salsa cups. When we got home lo & behold NO flour tortillas OR napkins OR eating utensils!! WTF? I usually check my order before leaving the window but shame on me this time!

Service 10/10 The best Pollo Loco I've been to by far. Service is always the best. Food is always fresh, horchata tastes good. What more can I ask for?

We just went to El Pollo loco La Canada Montrose for the first time in a while, although the mobile application was a little hard to figure out. The employee Elizabeth at the front desk was so kind and helped me figure out how to navigate. The food is very good and we really appreciated having a nice kind service

This Pollo Loco SUCKS to the max! When I ask for my receipt, they said to wait 10 minutes! I ask them why is that, they said they throw away their receipt and they would have to reprint them!!! WTF! Who does that??? I said don't bother, I live 20 miles away, don't have the time to wait Then I get home, no flour tortilla!!!!!! He even asked me, if I want corn or flour!!!

Placed an online order for a double chicken tostada bowl. Unfortunately, there wasn't an option to get the beans on the side because I didn't want the tostada bowl to get soggy. After placing the order, I called in to make the request, to which the lady on the phone eagerly obliged. When I arrived, I waited in a short line when a lady behind the counter walked by, saw me, and called my name as if she knew me from way back when. It put a smile on my face when she handed me my takeout. At the last minute, I considered adding 2 churros to the order, to which she replied she had a fresh batch ready for me. Most franchise experiences are pretty standard but I particularly liked how friendly this lady was and how welcoming she made me feel. The food was great but the customer service was above and beyond! My only regret is not getting her name to properly give her a shoutout.

I've enjoyed El Pollo Loco in the past, but this particular location was a big letdown. The food was gross (chicken was dry bits) and the avocado, which was missing, might have made the bowl a little more appetizing.

Unbelievable experience today! Hey El pollo!! Double avocado salad and got two little pieces of avocado..Wow.. either employees need more training and you're trying to save money and charge your customers more. So diappointed

Cleaner than before in the bathrooms . Always good food and reasonably fast . They finally fixed the WiFi so I can work whilst eating dinner . Plenty of easy parking, right off the Rt. 2 freeway, Verdugo exit . Nate

I've been here a few times. Food is good, but the service is horrible. The order and payment system is always down, it takes forever, they don't open at the time it says it's open. Went to wash my hands and there was no soap. The restroom was super dirty. I blame this on headquarters always trying to save money and not hire employees to take care of business. Also, today i got the wrong order, the employee said he would remake my order, they got through with all the orders before i got mine.

This is a different level a low. This place sucks. I asked for no beans , they gave me beans + a nice healthy piece of hair.

Awful The register to take "in person" orders was not working, but there were two "self service" screens. So we completed a full order for my family only for them to tell us, "oh that one the credit card reader(it was specified CREDIT CARD ONLY) is broken, you need to TRANSFER your order to the other one." And by TRANSFER they meant re do the entire order. So 2 out of 3 ways for customers to order DO NOT WORK? No apology, didn't even bother to tell the next schumck after us the machine doesn't work (we told them). I said ''maybe you should put an out of order sign on it'. Crickets. What a joke.

I ordered a salad which was about $12. The chicken was dry and looked old. The avocado was completely brown, so I threw it away. The sour cream and corn were both absent. I'd already left before opening it, so I was too far away to return it. By the afternoon I was experiencing unpleasant digestive issues. This meal was terrible and I will not be a customer at this location again. Not only would I not recommend this place to anyone, I would advise them to stay away.

Went to the drive thru to order a tostada (No chicken, extra rice, extra beans.) What I got was a tostada shell with a ton of lettuce, a dollop of sour cream and tiny bit of rice and beans buried under the heap of lettuce. I don't normally complain about stuff like this, but this one I couldn't let go. Stuff like this happens a lot at this location. It's sucks. The Glendale Ave location does a better job. I'll stick to that one from now on.

Been a while since I had a bad experience here. Order is correct employees are nice, chicken breast has that yummy fire grilled taste. Thanks! Ordered 8:20pm June 14

Terrible location! Staff was dismal- no hello, no music, completely dead. It was like walking into a closed down restaurant, self ordering kiosks were ok but staff just looked miserable. Long story short food was garbage, returned it never coming back. I had to wait 10 minutes to get a refund and then they couldn't even do the refund back to my credit card. They had to give me partial cash and then the rest on my card. Super ridiculous.

This is the worst El Pollo Loco I've ever been to. I ordered a salad and this is the chicken they put in it. Bones and all. Truly disgusting. Also noticed a worker drop his glove on the ground and he picked it up and put it on kept serving food. I'm grossed out.

Probably one of the worst El Pollo Locos I know . They just served me burnt rice! This is a first. But what I USUALLY deal with here is that the staff can not handle more than one customer in the Drive Thru and a time . Meaning , you won't be able to order UNTIL the car in front of you has paid, received their food, and has driven off. THEN you can place your order . You'll notice their drive thru has 20 cars in line waiting 20 minutes each just to order! Do they only have two people running the whole restaurant ? Sad . Will take it up with corporate .

Inedible. I ordered 2 pieces, both white meat. I paid extra for that. You gave me 2 unrecognizable cuts of what might have been chicken. But mostly it was bones. Maybe it was a back? There was about 4 bites of chicken on each piece. And it was dark meat. So chewy it was inedible. I threw it out. I asked for flour tortillas. You gave me corn, which I can't eat. I threw them out. I had rice for dinner. I paid for a full meal, and I got rice. Oh, and my daughter's bowl? Half the chicken was solid gristle. She threw it out. And almost threw up. Wtf, EPL? Never coming back. Never.

I highly recommend NOT ordering your food inside this restaurant. Everytime I go inside, including yesterday, there are always issues with paying at the kiosks and the wait is always ridiculously long. And while waiting for your order, you get to witness the lack of customer service that borders rudeness and the unenthusiastic workers that just dont seem to want to be there. No one is available to help and when they finally come they are annoyed, like they're doing you a favor. Its a pain for them to give a simple fork, like its coming out of their pockets. I recommend ordering online and picking up at the drive thru. That seems to limit the interactions with the workers and the food is usually ready at the designated time. Based on my latest experience inside the restaurant, however, I will not be coming back...I only have a limited time for lunch and waiting 30 minutes for my food with bad customer service is not worth it my time or Mental health. Do better El Pollo Loco!

I mean, it's El Pollo Loco. What will it take to earn a 5-star review from you? We do not have Pollo Loco on the East Coast so I was excited to eat here once more after being away for a few years. The crew behind the counter was very helpful and I am excited over the "new" menu items (at least for me!). However, El Pollo Loco, at least this one, is no longer the one I used to love. The chicken pieces are small and there's no longer a salsa bar. That made me a bit sad. The taste is still there, though. If you are watching a movie at La Canada Cinemas (great that is still there), as always, El Pollo Loco is an inexpensive option for your meal.

This is consistently the worst el pollo loco location I have ever visited. I've made the mistake of giving them another shot several times too many, especially considering all the taco carts that are now nearby. There's no reason to subject yourself or family to this sub-par food and unfriendly staff. The food is always prepared extremely negligently. Best way to describe it. Portion sizes are very small and usually mostly filler with no chicken or meat. Quesadillas aren't even toasted, no melted cheese and half the size of any other location Ive ever been to and 1/3 the size of any nearby taco cart(which make them better and with genuine interest) The staff is so unfriendly, both inside and in the drive through. You can tell they hate their job and it feels like they resent you for patronizing the establishment. Here's my $11+ 1/2 sized untoasted tortilla filled with cold cheese and onions billed as an over stuffed shredded beef quesadilla No more. Not coming back. And yes, Taco Bell literally has a higher rating than this el pollo loco location. Taco Bell...

My family loves el pollo loco. We frequently eat at other locations. This location is closer to our home but we don't like to dine here because it's always dirty. Tables are never wiped down inside or out. The drink area is a mess. Staff frequently makes mistakes with orders also. We were in a hurry and stopped in recently and I regretted it. I eat at another location probably once a week and it's great. I don't know why this restaurant can't keep up with the overall standards of pretty much every other el pollo Loco I've been to. I wish I could eat here more, but it's just gross.

I have been going to this El Pollo Loco since it replaced the Goldsteins Bagels that was there years ago. The food has always been standard but the service used to be nothing special. People were rude, orders were messed up, and it didn't seem like anyone cared. In more recent months, I have found the overall efficiency and kindness of staff to go up and the experience has been better. However, today I was shocked at the service I received going through the drive thru. Raymond was kind and energetic. He was sure to be responsive and helpful, ensured he got everything right before continuing and was very kind in how he handled people. I am not big on writing reviews or anything, but today's service put a smile on my face. If he is treating everyone like this, he deserves a promotion and a raise. He is making sure that people not only get their food, they get it correctly, and with a smile on his face that will put a smile on yours! Thank you Raymond!

I've been to this location multiple times due to the close proximity to my house. EVERYTIME WITHOUT FAIL THEY SCREW UP MY ORDER. I double triple check my order because I know they are bound to screw up. I work in customer service myself and I understand how hard it is to deal with customers all day but, the staff that works here are some of the most slow people who don't care about anything. They all have an attitude especially through the drive thru. Just today I had to repeat my order three times just for them to forget to give me one of my meals and then asked at the window what my order was again. Once I got to the window there were two girls talking to eachother clearly taking their time and then seeming annoyed when I got there. No wonder I had to repeat my order so many times because she was distracted

Very good! Portions are big, I really like this El Pollo Loco. Very clean inside too. Employees are very nice. I just don't like the new screens used to order.

An employee tried to fight me! I've been eating at this El Pollo Loco for a couple of months now and never had any issues. However today I noticed when I went through the drive-through and ordered a large combo meal I was given a small burrito and a small bag of chips that only included about four chips. I am mediately parked coming out of the drive-through and spoke to the manager about the size of the burrito. The manager promptly said she understood and would fix the issue, however as I realized I had only a few chips I also brought up that fact that I had very minimal chips and that's not what I paid for. Upon allowing the manager to notice a worker name Ignacio begin to tell me that I didn't need anymore and I've already eaten some. He began to escalate his attitude and then postured and walk toward me in an aggressive manner. I told him do not approach me in that manner or speak to me as I am a customer and I was given less than what I paid for . Also that he is not a manager or authority figure in any way was a huge concern and that he would try to fight a customer. So much so other employees had to grab him and take him to the back. Ignacio is what you call an uninsurable risk to the El Pollo Loco franchise seeing that he would absolutely fight A customer over what could've been a simple mistake or downright theft! I highly doubt El Pollo Loco's Regional manager encourages altercactions with customers over a bag of chips and getting the wrong order. I am highly offended and will not be returning to spend my money at this location! I asked for a refund as well which I did not get as well after the treatment and wrong order. Employee Ignacio should be removed immediately! As one bad apple can spoil the entire bunch, and this guy seems rotten to the core!

Reading through all of the reviews, I was expecting terrible customer service. I had an issue with the app, and the night staff went above and beyond to help. I was blown away by the service, maybe the staff changed or were retrained, i dont know since this was my first time at this location, but wow, excellent service and delicious food!!! Although, some pieces of my double chicken avocado bowl seemed overcooked. I think the lady that helped was Christina, but I'm not sure. Either way, everyone was great! I will try to come exclusively to this location.

I reviewed this location several months ago and it wasn't a nice review. Things have changed for the better, at least in the dining room. My wife and I have been here a few times in the past few months and the difference is noticeable. There are more staff members working and their efforts show in the food they serve. The cleanliness of the store has improved as well The food has been very good and we feel comfortable dining inside again. Kudos to management for getting this place back in order.

Terrible service tonight. Will had an attitude from the start and completely messed up our order. Even after repeatedly telling him what we wanted. Especially with fast food prices going up, I shouldn't have to deal with this at all. Edit: I went back because they didn't give me anything we wanted, and Diana literally was the best employee ever. She handled the situation so well, I was surprised she wasn't the manager. She deserves to be! Thank you Diana for being kind and super helpful!

the customer service was just great . she really helped me and was very polite ! her name is Melissa Palomares.

I've never been to this location but after coming here I will definitely be coming back. The customer service was on point, restrooms were clean, and most importantly the chicken wasn't dry. I just wish my local pollo loco had the same standards as this location. Overall will definitely be coming back.5/5

The employee was very nice even though the place barely has anymore workers. The portion of the three piece is equivalent to what 1 piece used to be. It's delicious but too small. Prices are shocking for a 3 piece combo which pretty normal now because of California governor minimum wage. The result is that no one was at the restaurant during prime lunch time! I don't blame the owners I guess. This is just not gonna sustain. I know I can't do $15 bucks for something that was $8 bucks just a while ago.

They had me pull out of the driveway and never brought me my food. Still waiting 10 hours later

If I could give this customer service at this location a negative 0- I would customer service is the worse they take for ever on drive almost take up my entire launch break . They need to be more efficient on the drive thru side

Ordered from Grub hub...this is the second time you would Mess my order!!!!. Last time it was missing a drink this time chip with NO SALSA.. Whats the point of having me review my order if you can't deliver it right?..perhaps you need to review it carefully before you send it off with the driver.....but you got paid....

Horrible customer service. I went to this location in hopes of getting a meal this evening. The drive-through was dead as well as the dining area (I was the only customer). Three out of the four employees were preoccupied with unavoidable tasks (assisting with drive thru and cleaning). Understandable. There one employee who could've dropped what they were doing to assist me with my order. The employees were avoidant in general and not necessarily friendly.The guy that was assisting at drive-through told me it would take a few minutes before assisting me. I felt disregarded as a customer and quickly left the establishment without a meal, I enjoyed the poke establishment next door. Customer service 101 (retail/food): If a customer needs assistance, you drop what you are doing to help(if the task can be put aside).

Haven't eaten here in a while and decided ti give it another try Sorry to say it was not the best experience. Firstly, the new kiosk ordering process is HORRENDOUS. It took us so long to do it an employee rekeyed our whole order. The process was not easy and the kiosk was very, very slow. Secondly, they got our orders mixed up. Right food put on the wrong plates. Third, we had to ask for napkins, straws and salsa. If not given automatically, they should ask as a standard. Lastly, the food was so so. Chicken better than I remember but mac and cheese way to cheesy. Probably won't be back.

Great and fast customer service thank you Eric. I went on my break and Eric was so nice.

This location needs to shut down immediately! 5/5/24. Sat in the drive through for 5 minutes without anyone acknowledging us. We go inside to find 4 employees, a grill with what looks to be 50 or pieces of chicken. My husband orders 4 piece meal. One of his pieces was a completely BLACK wing, so over cooked there was no meat on it anymore. The rest of his chicken was burnt and dry. My tostada salad's chicken was mostly burnt and dry. Tostada shell way over cooked. We weren't going to go back there to get replacements, in fact, we'll never go here again. OH....Management....don't reply with a lame apology and offer to "make it right". You've known about these problems and have done nothing about it.

I like the food When i came three servers said hello to me but no one offered to take my order I waited. The person who took my order missed an item i ordered. I ordered again and paid again. When giving me my order, the server forgot my drink I asked for condiments. The server asked me three times if i wanted them Something is off Low energy in staff Too tired? No manager on duty? Im not sure I recommend another location until morale improves This location is convenient but ethos and service makes the meal

do not come here!!! waited 30 minutes for a "stuffed chicken avocado quesadilla" that only had chicken and unmelted shredded cheese. One of my tacos was served on a stale broken tortilla and didn't come with guacamole like I paid extra for. Genuinely cannot believe that these people served someone this. we PAID for this crap that was inedible. i worked here a few years ago and it's so disappointing to see how horrible it's fallen apart. management has and always will be an issue and they will do nothing about it so please just avoid this place so they can go out of business!!!

Customer service was fantastic, I will be coming back here again I usually order a queso blanco burrito and it's delicious every time. Employees are very helpful and friendly and never seem to disappoint me.

The drive thru at this location is extremely slow. WHY? ?? On Thursday 6/20 at 7:30 pm I waited 15 minutes in the drive thru line BEFORE my order was even taken . There were 2 cars in front of me. The customer in front of me struck her head out of the car several times to see what the hold up was as well. In total I spent 25 minutes before I received my lukewarm, mediocre , overpriced fast food. Welcome to the United States!!!

Excellent customer service will recommend and will for sure be coming back. The guy in the front Geoffrey helped out a lot.

They are akways out of house salsa, the service is very slow, and when you use the drive-through, they frequently forget to put items in your bag. The latest thing they do is upcharge the customer so that as they told me, they can offset the new employee pay raise. I will never return to this store. I drive all the way to sunland now

This place used to suck but I just went yesterday and I saw a noticeable jump in quality and freshness. It's like el pollo loco tastes good again and service was actually hospitable instead of dismal. Things do change =]

Writing this review to compliment the manager of this location, Leo. I actually first met him at the Burbank location. Again, he went above and beyond and made sure we were satisfied with everything from food to service. He treats customers how they should be treated. So glad he is now at this location. I saw improvements already starting from the cleanliness of the store. Great job!

Been coming here for years but feel they've been slipping lately. Ever since the pandemic, they do not offer pico de gallo even though it shows on their menu. The attendant even told me today that the mild salsa is pico de gallo which frustrated me. Really missed the old salsa bar. We went today and the large order of broccoli we ordered was not cooked. I tried calling them several times and no one picks up their phone today. Update: I tried the link below provided by el pollo loco and it's a dead link.