El Pollo Loco

Lucy Hernandez knows the art of dealing with customer. I had a very picky aka a difficult customer ahead of me in line. She handled the situation with patience and empathy. She represented her store with honor. I was impressed and was grateful for her service.

I ordered from the app. I had ordered mac n cheese and a fit chicken bowl. When i get there the girl says we dont have mac and cheese ugh I was craving it! So i replaced it with mash potatoes. I was Disappointed because the mash and 50 cent cilantro dressing was water down :/ And the chicken bowl was loaded with full rice and little bit of chicken. Pretty much was a rice bowl. Also atmosphere seem strange. Staff had no good customer service all long faces. This place used to have a better service staff/ food very disappointed. Won't be coming back to this location.

Ordered online pickup for chicken avocado tacos. I come home and the tortillas are fried, there’s no avocado or sauce on it. So disappointed but im not driving back cause it’s far🤦🏽‍♀️ check your orders before leaving.

I been attended by the only one miss that she attended me .since I get to the store she's the only one to say hi welcome she's the best. very kind her name is. aranza I think she sould be manager of the store .the res of the girls look like mad manager should do something about it. Thank you aranza u the best. thanks for your grate costumer service...

Local customer here , always satisfied with their friendly environment!

The person chopping the 🍗 he should wear a face mask iseen tha young man laughing n joking with the young asian lady his co worker, for sure he spit at food while laughin opening mouth not noticing people watching everything waiting for there meal......im gone 🏃‍♂️💨

The waiting time was terrible and the workers were messing up the orders left and right.... go work on this issues a sap...

Horrible service! The food is not good anymore the flavor is changing a lot. The chicken tostadas are so flavorless so bland the lettuce is not fresh at all. The food is very expensive is not worth the money or the long wait!

MARISOL had no patience at all whatsoever. We came in to order the three tacos for $5. She straight away said the coupon could not be used today. After calling a manager, confirmed that it is valid for today. She asked to see the barcode to scan it and said if we couldn't show it to her at that exact moment, she wouldn't honor the coupon. She was very unprofessional and skipped us in line and tended to the next customer as we were in the middle of placing our order. She completely dismissed us. Another employee walked us through and showed us how to go about finding the barcode. If you see Marysol at the register, have your order taken by the next employee (if possible) she has zero Customer Service skills.

We got expired pico de gallo with some sort the vaseline substance. I don't think they should be serving this type of food. Not first time this had happened to us not sure about others.

It's been a couple times that they run out of drinks from the fountain machine and they don't do anything about it. How is it possible that it Is barely 1pm and they only had 2 options in the fountain machine working. When you tell them they tell you that there isn't anything they can do about it. I witnessed other customers get upset and they weren't doing anything about it.

Food was cold and the cashier had an attitude worse pollo loco to visit. Save your money and take your money elsewhere

The employees love to flirt with the older men and when it comes to serve women they give them the worse mugged looks. I asked for some jalapeños and they told me they might not have any left. I asked if they could check because the person before me got some( an older gentleman) she gave me a nasty look and went to the back. She came back and gave me the most moldy jalapeños ever, with the biggest smile telling me have a nice meal.

It closes before the time , today it passes and it was already closed before 9:30 pm. also in google said that they closed at 9:30 and it is not true

I ordered an original pollo bowl to go. Took it to my jobsite and when I was ready to eat I noticed it had no "pollo!" I got a pollo bowl that contained zero chicken. Wtf! Stay away from this place people! I'm so upset right now!

The lady handing you your order acts like the sauces come from her pocket. She gives you a look when you ask for more. How is 2 guac salsas enough for 8 piece chicken meal. Service is always bad here.

Extremely bad service. Employees are always in a bad mood. And don't give you the correct order. If I could give a 0 stars I would.

Arrived 15 mins before closing(10pm) and staff was already finishing up cleaning and one of closing staff looked over smiled and signed they were closed. I understand if their closing time is earlier but why not update times online ‍

At first I was doubting wether I should come to this restaurant or should go to a different one from the reviews posted here but I AM SO GLAD I came to this Pollo loco. Wonderful service, went around 1-2 pm and my food was very quick and delicious. Come to this place it's worth it.

Who ever is on aux 10/10. Staff is serving good food and good vibes. They all deserve a raise.

If I could give this place no stars I would. How could this place still be open let alone serving disgusting food. I bought my kids here for dinner because they were craving a chicken salad. I was surprised how hard the rice was. You can tell they let the rice sit and just add the new batch pf rice right on top of the old without changing the pan. I definitely won't be back.

I ordered broccoli as a side order with my chicken and this was gross to see how the broccoli had not been cleaned and had insects. I won't be going there anymore. Disgusting

The only thing I ever order is a queso blanco burrito and out of 10 orders I've probably only gotten actual queso blanco twice! But this time not only did they not add queso blanco, it had sour cream cole slaw?? I don't even know what this burrito is called since the queso blanco burrito doesn't come with sour cream or cabbage... I regret giving them so much of my business, I spend money ordering from here and I'm tired of getting this burrito made wrong. I will not be ordering from this place anymore. I've tried calling multiple times and the phone just keeps ringing, nobody ever answers... this place needs to understand that people don't like wasting their money on poorly made food. It sucks to waste your time and money just like that. Who even supervises this place? How does nobody read tickets for orders coming through? Are burritos just made hoping they make them right??? Se Pasan!

Bad Customer Service!!! Went in at 8:50pm and they were closing already?????? They didn't have anything left other then the chicken and mashed potatoes . Also charges me for cilantro sauce this the first time getting charge for this sauce at a pollo loco. First time here never going back! Opened my mashed potatoes AND What is this mold!!!

When asked for additional salsas for a 16piece meal, 2 burritos and a salad i had ordered, i was told that there was 3 already in the bag. And with an attitude they just gave me 2 more. Its a family meal, and burritos, why so conservative with the salsa. And the attitude from the female worker was uncalled for. She was rude and didnt want to give us more salsas at 1st. Worst customer service. Would rather drive a little farther for better service. Or rather pay extra and go to juan pollo.

I arrived near closing time and still received great service by Sergio L. I quickly received my order, the sauces and peppers as requested. Thank you.

Great testing chicken love the environment.the service is great very nice. I love the food a good environment for family.

Very bad place I got a simple order chicken nachos no deans and 2 churros first the cashier didn't put no beans on the order I let them know and they requested them like that was waiting for 20 minutes no order I asked about it and they where trying to give me an order that was on the side for over 15 minutes that wasn't even what I asked for I spoke to who I am guessing the owner a fat old guy with a bald spot he asked them to do it and they still fucked up by the soda machine it smells so much like drainage idk how the hell the city hasn't shut them down negative stars if I could

I ordered a pollo bowl like I usually order at any pollo loco, but here I have always have the worst experience. First of all, most of the workers are rude and sloppy. Second of all, in the pollo bowl they gave a different type of chicken than the chicken breast, they gave me a piece of chicken legs in the pollo bowl and it's a raw. Third, they always forget the drink, chips, and fork. Lastly, in the green sauce there are huge chunks of onions in it, i don't k ow if they didn't finish blending it or anything but that's wrong how they don't even care what they are feeding their customers. That's all I can cover in this review, but if I have to make another review about this place I will cover everything, and that could get them fired.

I usually check my food before leaving places to avoid experiences like these but since my food was packaged RIGHT IN FRONT OF ME, I didn't think it was necessary. I ordered some chicken, flour tortillas (in which they gave me corn), tortilla soup + I PAID for a side of tortilla chips. In which the cashier made sure to make a point and say "that tortilla chips will be extra is that ok?" That would've been fine if I would've actually gotten the chips. Instead, I got home to find that the worker (whose name tag I wish I would've seen!) instead crumbled up a bunch of brown paper towels to pass them off as my side of chips. And when I asked her about the chips, she still had the audacity to say "Yes, they're in the bag". I wasn't about to drive back when I was already home, hungry. But I wasn't going to not say anything because other ppl should know--If you're hungry, expecting a good Pollo Loco experience, do NOT come here. If I could post 0 starts I would.

Love it,, really nice customer service,, Cesar helped me a lot, a very nice guy,, they have a very good attitud

Updated review, I bought 2 tostada salads. They messed up my order. The salads were to go, when we ate them at home the tostada was not fresh and crunchy like ot was done 2 days ago, they put barely any beans and rice, the chicken was cold and dry and big chunks. It looked ugly and sad and tasted even worst. This is exactly why I drive far for a pollo loco restaurant I trust. Just wrong, and they don't even have drive thru so they should have more time? Lack of staff? or just plain wrong managment? That was a bad meal, no coming back here. Now I have to drive far.

I placed an online order at 10:34 am to be picked up at 3:15 pm. I arrived and was given my order. I ask the cashier id the order was all placed in the bag she said yes. I check and I was missing half my order. She then starts to ask about my order with the rest of the crew. No one knew why it wasn't complete. She then hands me a second bag. I check again and my order still had a missing item. I ended up waiting for 10 more minutes. I get home and I noticed that 1 plate was given to me for a 14 piece meal. Also salsas were missing. It seemed like the rice was cooked with too much water. Plain and simple they created online order system to make it (easy) and (efficient). It's time you guys practice that.

I stared coming to this 1 even thou there's 1 way closer to my house because of the customer service, I must have just been lucky all those tines before because today. All I got was Bad Attitude especially from what look to be Manager who took my order. The name on the receipt said Bryant C. Anyway his attitude was nasty, no acknowledgement when I walked up. And when he left the register to make my order I look up and he's starring daggers at me, I was afraid he poison me. Of course order was wrong. Guess I'll cross this location of my list and go elsewhere.

This place is not friendly to people with tattoos or ear plugs. Charges me more for dressing and keeps the money. I bought 2 salads only. Need manager to address this and treat all customers like a paying customer. Restrooms were disgusting no toilet paper or seat covers. Over staffed with people to spare but some just walked around.

I see the employees doing a good job but this is the only pollo loco that hasn't been renewed for a long long time. The flies traps on the wall are off most of the time.

Yelp the location and it said they close at 10 But when we got there it was close . By 9:25 Sadly they lost a customer even there sigh outside says they close at 9:30 not 9:25 pm

The food at pollo loco is always GOOD. I go here during my lunch hour and I always receive GREAT portions of food ( I order the mexican cesar bowl). The only person who does not make this place welcoming is the cashier lady who does not smile and talks to you like she is about to quit on the spot. Other than her, this place is bomb. Oh, and there is only one entrance and the line gets a little weird because its right at the entrance.

I drove out here it was 9:11pm they have their doors closed but says they close at 10pm. I can't even do a curbside not available ridiculous they need change the time they want get all special..

BRC Burrito with no R (rice). Phone number does not work/they do not answer. Not the first time this location has disappointed.

Oh heck no! Now I understand the bad reviews! What a horrible experience I had today! All because of the rude employee at the register. Placed my order through the app like I normally do to avoid waiting inside and for Covid safety measures. Inside the restaurant there is only one line but that's for customers who are barely ordering so as usual I went to the pick up section which is right next to the cashier. I stood there and got ignored by an employee who was in a rush making orders and by the cashier. The cashier finally acknowledged me and asked me if I needed help. No ma'am I was just standing there for fun. Really ? I told her I placed an online order and she walked away and asked for the next customer in line. I asked her if she was going to actually help me and gotdamn the attitude snapped from her immediately. She rudely told me that she was getting my receipt and my order and I told her she should've told me that. But I mean her tone was the most disrespectful. She slammed the receipt and pen on the counter as she said all loud "oh my god don't you see" and then I told her "oh so you have attitude". She was shady and I got shady back. I told her she was rude and she continued with her "oh my god" comments and then yelled at me (yes, she yelled) that she didn't need that and waved at me as I walking out while yelling "Bye! Bye!". Yea honey I didn't need your attitude either. She embarrassed me in front of other customers with her obnoxious, rude attitude. I will not be returning back to this location. There's a Pollo Loco near Pacific and Slauson that has a drive through and better customer service.

Avoid this pollo loco it's dirty and the service is horrible. Every time I come in they get my order wrong and when you tell them about the missing items they give you attitude and roll their eyes. ...corporate office needs to step in and show the manager how to do their job

8:34pm y cuando estaba en línea empezaron a levantar las sillas pensando que íbamos a quedarnos, de una forma sin educación cas

Terrible Service Words can't describe I went and they charged me 8 times. I spoke with a manager and she hanged up on me multiple times to the extent that she blocked my number. I tried to confront her and she threatend to trespass me. Im not trying to be a Karen but I feel nobody should go through this.

Love their chicken but their burritos are not good at all. They drown it in salsa and forget to add some ingredients. My crispy taco was crushed. Couldn't even pick it up. It fell apart. Idk if I'll be coming back.

Very disappointed I bought a tortilla chicken soup no favor it Taste like water with Vegetables

The grilled chicken I used to like it before but today I don"t like the taste. I am going to stop going to this place now.

Worst El Pollo Loco I've ever been to! I have been here a couple times pervious to this visit but I'm never going back. I had order a burrito and a side of French fries. The burrito was wrapped horribly and when I opened up the foil paper the filling from the burrito was spilling out and was all over the foil paper. The French fries were very hard, stuck together and looked refried! While I was waiting for my food I was looked at the employee's were throwing the food around everywhere. When I received my food to go it was thrown in the bag and was about to spill if I didn't fix it. I also ordered a tostada bowl and the chicken I had was very dry, cold and gross. I'm giving a heads up to any one who goes here to think twice because the costumer service was bad and the food. PLEASE DONT GO WASTE YOUR TIME!

I guess they make up their own hours up, website says they close at 10 they want to close at 9, will be calling corporate to complain.....

I'm not big on fast food. But I'm a SoCal gal, and definitely will go to El Pollo Loco from time to time. I love their chicken! I mean it's a chain so nothing to critique with he food so much. Service was ok, but the management needs hella work. My friend asked for a cup of water, understood to be a courtesy cup. The cashier then said that they were out of cups for water but that we could buy a cup. if it was an inventory issue she should have comped us a cup. I had water in my car and it's just a fast food place, but I'd rather eat at home anyways so some basic customer service because I'm a paying customer it's the polite thing to do. Um no, I'm not going to buy a cup because your management is not doing the job of inventory, or doing something worse like trying to force customers to buy cups. Maybe people have abused the water request, but there are other ways of handling this. But this location they obviously try to nickel and dime everything. From not maintaining the location (seats vinyl covering is deteriorating and missing on many streets. It could be cleaner and more organized too. You get the feeling that whoever is over this franchise is not customer service driven. They just look at the business as a way to make money at the cost of customer service and experience. It's not a 5 star restaurant, but they take it too far! maybe they feel because of the neighborhood people don't deserve to be treated better. Seems greedy, and I prefer not to come here because of their practices.

I had 4 starts a while back went in today for a salad and a burrito the burrito was delicious. But the salad was very dry with dead lettuce and slimy. I'm so very disappointed never ever coming back to this location!!!!

On Thanksgiving day my husband ordered 3 large mash potatoes. Not once did the cashier mention they were going to be extra because it was Thanksgiving day and prices were more??. Nor did they have any kind of sign . When I brought it to his attention. He went back in and asked.. Per manager corporate asked them to charge extra on sales for the day. So they added tortilla to the sale without even receiving tortillas. How is this okay!? With everything going on right now. While many are struggling financially and much more . Pollo loco decides to charge more and without proper notification!?? Seems shady

This is what they give you to drink water out of after you've ordered 3-4 meals , out of something always last time avocado this time Mac n cheese..

Just so disappointed with my chipotle chicken burrito. Dry and hard chicken inside. Why did I stop here?

"Many businesses are doing their best during this time, please take that into consideration." Umm this is no reason for bad customer service & wrong food given! I waited in the drive-thru for AN HOUR! Which I was fine with; what is not ok is the attendant not stating to give them a minute and force you to say "hello, hello." On top of this I repeated my order to two different ppl (one female then a male came on) Chipotle chicken avocado burrito, no sour cream! That's it! Guess what it had: sour cream with NO CHIPOTLE SAUCE & NO AVOCADO! On top of that the chicken was burnt to a Crisp! I have never experienced this in any other pollo loco. They took forever and while at the window I can hear staff laughing and having a great time, that's fine and all work should be fun; But get my damn order right! NEVER going back. Side note tried calling to speak to a supervisor and let it ring for a loooong time/no answer.

Did 2 separate purchases and They refused to give me my receipts . When I said that I needed my receipts they became rude and said they couldn't give out receipts . Horrible experience!

Came here thinking they close at 10pm it's not even 9 and it's already closed. If your planing on making a trip make sure to call before you even waste your time.