El Pollo Loco

Very poor service experience, rude employees. Never get an order and don’t even care If they do. Please El pollo loco better train your employees.

Both times I’ve come here recently they give me lemon slices that look like they’ve been sitting out all day. One of those times the juice tasted funky and the lemons looked so bad they look like they could’ve been from the day before.
And today I got 2 half crunchy/​half raw tortillas. My churros had no cinnamon sugar on them at all. Disappointing.

Not a single clean table at 2:00 on a Wednesday. And only 6 customers. No way these lazy fast food workers deserve $ 15/​hr.

Is this a joke ?
How are you going to give someone a salad that looks like it’s been sitting out for a week ?
I wouldn’t even give this to my dog .
The only reason I’m giving it 2 star is because I had ok costumer Service here before.

I had not gone to this el polo loco for over a year due to bad food and even worse customer service. however, I decided to try it again. I am so GLAD I did. I don’t know if the cook, CARLOS is new or took a great refresher course. Either way, I got the best crunchy taco I ever had. Plus, it was only $ 1.49 or $ 1.79. The customer service was fantastic too. it was so good, i m almost afraid to go back because CARLOS might not be working lol. anyway thanks el polo loco and if others stopped going for similar reasons, I would suggest trying it again!

My husbands favorite place. He loves his crazy chicken! We always order the same things repeatedly and are there many times a week. Most of the staff know us so well that our orders are usually ready before we get to the register. Sam D must have gone on a day when Laura the manager had a day off. She keeps that place running like a fine tuned machine. Thank you Laura, you’re the best!

Don’t get me wrong usually Love El pollo Loco. But I am Sooo Upset at them
Right now ! I went to this location on Monday night picked up dinner for my grandma and I should of asked what happens if I get charged twice because the cashier (i im pretty sure it was a new girl.) she slid my card and nothing happened .then she tried it again .then she called her coworker and they slid my car 2 more times And then she gave my my receipt Well I checked my online bank statement today and low and behold i got charged twice in the same day! I called them today and talked to a manager this Manager was really really rude too ! So I called my bank and I am disputing the 2^nd charge for 27.25! I Deffinitely will Not be going back to this El pollo loco! !

Ordered the chicken quesadilla. It was cold and full of cabbage with very small amount of chicken and avocado. They ran out of coins and when cashier asked manager he seems to poke fun at her and customers. The cashier was very apologetic. They also ran out of chips. The manager came and dropped a pair of churros instead of chips. The salsa bar was dirty all around.

The most incompetent restaurant I have seen in a LONG TIME.
I am only giving three stars because:
1. They remade my food.
2. The manager gave me back money for 1 order. (I had three)
3. The girl in the front was very apologetic.
The restaurant is a complete mess! Food on the counters, trash, drink spills, lord knows they had 6 people behind the register just standing around! No excuses. People should be cleaning up not standing around talking.
My grandpa had gone through the drive through, explained his order 4 times! He practically yelled and made sure they heard him. He was very clear on what he wanted. He gets back home and opens the order. Completely wrong! They didn’t even get half of it right. We got rice instead of Mac n cheese, a giant box of chicken instead of 1 wing lovers and a 5 piece. No coleslaw and they gave us beans? Wtf!
So I’m not about to make my elderly grandfather drive back up there so I did.
I walk in and the girl is like «oh my gosh you’re back we mixed up the order, we remade it!»
Um no. The order you remade is cold by now, it’s been at least 20 minutes. You remake food when the customer gets there. What if I hadn’t had come back? Waste of food. I thanked her for that but I told her to either remake a fresh order or just refund the money. I didn’t drive all the way back for a cold order. they switched it with someone else’s.
As this is happening a cashier is more concerned about getting her three piece free meal and going on break then helping. The manager is having to direct the staff and scrabbling to get the order correct. The manager was polite. Expressed his apologies and practically had to hold the workers hand to remake it. Telling them what to do, how to do it, I’m sorry but that right there tells you that you need new employees. The manager offered a free meal next time and I declined. I said you can take a meal off now (because really I should get all of my money back and my food) or just to not worry about it. He didn’t say a word walked away and brought me 8 $ I thanked him and he didn’t say a word. Okay then.
He seemed stressed and I know why. The girl helping was sweet. She was very apologetic. Staff is baddd. Get it together el pollo, very sad to see this place go down hill.

Poor service from the drive-​thru. My wife’s chicken bacon avocado quesadilla was missing the cheese and our 8-​piece leg and thigh (chicken only) was missing 4 pieces of chicken (i.e., we were shorted 4 pieces). We didn’t realize what happened until after we got home so I called the store to let them know and they didn’t answer their phone. Not the first time they messed up an order. We won’t be going back.

I thought for sure it was an isolated incident the last time I was here, but no. I ordered the same olé avocado quesadilla with no cabbage at the drive-​thru window, but this time, I got the quesadilla cold on one side.
The fella who took my order was really nice and when I went inside to return the the quesadilla, I could tell the kitchen was running on overdrive. The lines were long inside. Well that explains it. They were kind enough to give me a new one and this one was just right and delicious.

Terrible customer service!
Ordered $ 20 family meal that clearly states on menu board you get 2 sides. They said at this location you are limited to only rice and beans on this meal. I contacted their corporate office and was told I would receive a follow up call from the management at the store. That was over a week ago and still no call!

Bad customer service. Smallest $ 7 burrito around… mostly tortilla and cabbage. I’ve eaten here a few times because it’s close to my house and every time it sucks.

The food was not that good at all and very basic. I found a sharp piece of bone in my chicken that I swear could’ve killed me. It got the job done but now I’m afraid to eat at this place again. The tables were disgusting too. The only positive was they have Horchata.

I went there today. There were ants on the counter next to the soda machine and in the napkins in the napkin holder! I said, «There’s ants all over the counter!» and the worker said, «Yes, my manager already knows.» WTH! Then I went to sit down and there were 6 empty dirty tables! I called the comment/​complaint number and after 10 min on hold I hung up. I emailed the same place and still have not heard back! The health dept needs to visit this place!!!

I believe this el pollo loco location is on point. They impressed with their service and timeliness it took to get my food out since I was on a short lunch break. I definitely come here when I work in the area. Minus one star for not having condiments all stocked and out in a clean manner.

First let me preface my review, that my rating is based on the customer service and not the quality of the food. As far as the food is considered, it is «Solid» El Pollo Loco food and good.
I found this location, via my GPS, while on my way out-​of-​state. My relative and I love El Pollo Loco and love the customer service and food at our regular location. We figured it would be worth the detour from the freeway to grab a bite.
In short, although the food was very good, the employees just need some tips and training on basic friendliness, customer service, and a genuine feeling of «Welcome». Maybe it was just the location, because even the customers were unable to say «Thank You» if you tried to be polite.
I assume if you live in the area, they are nice to you and that’s awesome. I would say, however, if you are driving through the area, then just keep on going.

I would’ve been generous and given this place two stars, but after calling the El Pollo Loco Customer Service line and telling a representative my bad experience, I was never contacted by this store as promised.
We had a picnic for four people and decided to get take out from this El Pollo Loco location. We ordered the $ 20 family meal, except at this chain, it’s $ 21. Fair enough. We also added on a quesadilla and burrito. Upon receipt of the order from the window lady, we confirmed with her that our plates and utensils for our picnic were in the bag as requested. We asked her if EVERYTHING was in the bag. She said yes. We pulled off and upon arriving at our picnic location, it turns out she had left out an entire bag full of stuff because our churros, family salad, and quesadillas were all missing. Furthermore, we had no plates that we had asked for. Our picnic was an exercise in improvisation. Imagine eating mashed potatoes and cole slaw using quesadilla piled on top of napkins as plates. But thinking about how we didn’t receive half the things we ordered, I was very, very upset. I reached out to the main El Pollo Loco customer service staff and a gentleman named Manuel (?) helped me after I was on hold for 10 minutes. He told me I’d be contacted by the location I visited and compensated for the food I didn’t receive, but this never happened.
It has been almost two weeks and I still have not heard back. I don’t think I’m going to. And upon logging onto Unilocal to leave this review, I now see this location is just plain crappy. My advice: if you love fire grilled chicken from El Pollo Loco, visit the Diamond Bar location. Don’t even bother here (read the other reviews). I should point out the food we actually did receive wasn’t bad – it was fairly good, the chicken juicy and slides fresh. However, missing items ordered and not getting plates as requested on top of not receiving any response from the location about their bad order fulfillment means you should probably avoid this location.

The guy at the cashier must be high. His was a little eccentric and his over the top positive comments were ignored by the customer he was taking an order from. He was making me uncomfortable. I know most people are thinking, who the hell complains about being over friendly? But this was the kind of friendly that was just awkward and «he could snap at any moment» kind of friendly.
The other cashier helped me and was very cold. I guess there are only 2 types of service here.
Overall, the food was ok. The salsa bar was dirty and I hate the microscopic containers for salsa to go. I end up using like 10 of them. I thought about asking for a cup of water and using that to hold my salsa, but I didn’t want to be «That Asian» …Now if we were in El Monte, I wouldn’t have any shame.

I will never return and I hope you will not either unless you like HAIR in your food!!! See the picture posted. This being a corporate location should be up to corporate standards. Manager on duty was Naomi and the general manager is Laura Martinez.
This location also, always seems to forget to include an item you paid for. It’s not rocket science guys… well maybe for some it is…
Please do not eat here… Pass the word.