El Pollo Loco

Will never go Back again, my son finally started liking to eat at different places when we are on the go, a few months backhoe went to pollo loco in Santa Rosa ca. with my parents and he wanted there rice bowl but instead of beans he wanted his favorite mac and cheese ! They were accommodating and he has gotten that every time. And we never had a problem, today he has his last baseball practice of the year and for his meal he wanted his favorite bowl from pollo loco … We came to napa one and asked for it as usual and the cashier was more than accommodating until someone who looked like management named Vicente said NO, we don’t do that! I explained we get it all the time and I would pay extra, answer was still no. I told him thanks and we will NEVER be back again. HORRIBLE customer service. You lost a customer and I will be telling my friends and family, you are the newest restaurant in our town and this is not the way to help your sales

I am giving a five star review because of the customer service. Yes my order was not correct, but Vicente the manager took care of it for me and fixed the order issue right away. Thank you very much Vincente. And because of you I will be back to try this again.

Have to say I agree with another Unilocaler on this. Their chicken was quite dry. Given all the customers and turn over of food their meat should be totally moist and delicious! Also el pollo is sort of know for its salty content. But kudos for their broccoli as it was nice and steamed and not to over cooked and fresh. And the place is clean or as clean as they can keep it. People are working on tables and floors all the time to stay clean. Not the best el pollo I have been to but not terrible.

By far the slowest ‘drive thru’ restaurant ever. Double the time they say it will take to make your order and expect crappy attitude at the counter when they mess up.

What a wonderful surprise! The service is outstanding, especially Viviana, who is like sunshine itself. Everybody who works there is welcoming, friendly & courteous, and makes you want to come back!

Just tried this place is today. I ordered the crunchy chicken taco. When I bit into it I felt a lot of pain in the roof of my mouth. I pull out a 2 inch sharp chicken bone! I asked to have the manager come over and showed her the bone which she didn’t seem to surprised about. She said she was sorry and offered me another taco which I declined. She looked to be quite young and didn’t appear to be management material. I tried to explain how serious this could have been if a child had eaten this bone but I don’t think she understood me. The taco had more bone than meat.

First couple times I came here they got my order right but now they seem not to care. There will be no one in the drive through line before me or after me and they still get my order wrong when I ask for simple things like toasted tortillas or extra beans… I really enjoyed the first couple times coming here but it’s a shame they don’t seem to have consistently acceptable service. The rice being undercooked or the tortillas being extremely doughy and honestly inedible make me think twice about coming here. :(:(:(

Had a great lunch today. Really impressed. Chicken was moist and so flavorful. We will be back soon.

This review is for today’s visit, I ordered two of my favorites the loco side salad with the creamy cilantro dressing witch is my favorite and the tacos al carbon and was impressed that they we’re really warm (all pollo locos serve the tortillas underheated or microwaved) So I know what to expect, today I really enjoyed my meal better than average. I’ve had the napkin issue before where I can’t find any dispenser only by the salsa bar so I had them beforehand. Salsas we’re good too.

What a horrible experience! 45 minute wait after ordering. Burrito was cold. Took it back waited 10 minutes. Went to see what was up. Burrito still sitting on counter. Hair found in shrimp plate. Very unorganized operation. Never again.

The chicken here is quite dry.
I don’t really have much to say other then it’s like most fast food places, the food is quite salty but somehow the chicken isn’t tasty. Go to KFC instead.

Extremely disappointed. Got home and my double chicken avocado tostada salad was room temp at best and the chicken tasted like they made it yesterday and used it today. And they forgot the avocado. I should have just gone to tacos michoacan like I originally wanted to. This is the second time that this has happened here.
I thought el pollo loco was supposed to be fresher than most «fast» food places that serve this kind of food.
They changed the shells for the tostada salads too. They taste like pre made, baked generic shells, not freshly made like they used to
Be. At least it’s still the same at other locations… but this one is VERY disappointing.
Sad. Just.sad.

Thanks for the over priced meal and food poisoning. Save your money and intestines and go to Chipotle.

This is one of the best «fast food» restaurants I have eaten at! The chicken is amazing, whether it’s in a taco or burrito or just the grilled chicken with side dishes. The avacado shrimp tacos are equally as good! Everything is very fresh and tasty! I don’t think you’ll be disappointed. Try it!

I’m really upset by your constant menu changes at this location! I work in the same plaza with this restaurant location & have few items I call favorites. Since being open less than 2 whole months, they’ve taken Carne Asada completely off the menu & replaced it with shrimp…
Not everyone likes chicken or shrimp, I also have a friend allergic to chicken!
&& they’ve also removed the Chicken Mango Avocado Salad from the menu completely. Please bring it back!!!
I’ll be finding a new lunch time spot to frequent until then.

This is our second visit here since they opened two months ago. The food is mediocre at best. The chicken is dried out and the portions are small and full of fillers. My wife and I ordered the same item, the double Baja bowl which is supposed to have twice the shrimp and both bowls had only 8 small shrimp each. Most of the bowls were full of fillers, majority rice and few refried beans and some dried out cabbage. Way overpriced at $ 9 each meal! Our daughter had a shrimp and chicken combo and only 4 small shrimp and 1 piece of chicken! Her chicken was all dried out. $ 25 for a meal with coupons is too much money. We wont be back.

Shocked when I picked up my to go order! Styrofoam clamshell in a plastic bag, un believable, this is 2015 in Northern Ca
Wake up, will not go back, until compostable said are in place

El Pollo Loco has the worst layout for a fast food place. When the drive thru line builds up, it’s a challenge just to get a parking spot. Try to avoid it during the lunch/​dinner rush.
While I was fortunate to have fully cooked chicken in my burrito, I got quite a wait. And yes, it is overpriced. It makes nearby Taco Bell look better for the bargain. While I like the fresh salsa bar&the Mexican music, along with the chicken grilled as you wait, they really need to work on this place. Their parking lot makes the Lincoln Starbucks look superior. Napa has its share of bad parking lots, and this one gets the prize. They went to the trouble of remodeling&construction for months, and the layout is bad. Hopefully, they’ll improve things.

I wish there was a no stars option. Their drive thru lay out sucks, you can’t see where you are going. The customer service is horrible, I ordered my food, the guy didn’t even repeat back to me to make sure it was correct. I even asked if he got my order and he said he did, got to the window — paid and then got back to work and it was chicken instead of shrimp, and the chicken was horrible. I tried to take the survey and the site kept telling me my code was invalid. Last time I went they put pico in my food, which I cannot handle the texture of onions, so it killed the whole meal for me. I thought I would give them another try — but apparently they can’t get my order right. Doubt I will come back.

Wish it was no stars! Went the drive thru today order 2 Shrimp Tacos (for my friend) and a Chicken Avocado Burrito combo for myself. When I bit into the Burrito it was not at all Chicken but Shrimp and I’m allergic to shrimp, not life and death but enough to give me hives and swelling.
I called the MOD Sylvia and told her what had occurred and instead of apologizing and being concerned. She came at me like someone on the street wanting to fight.
Asking me why was I calling and if I was at the emergency and what are my symptoms ??? All in a rude, sarcastic and negative attitude. Not once did she apologize. She did try to after I called back to get her name and district managers name and number but even her attempt of a apology was dripping with negativity and rudeness. Needless to say Sylvia never gave me the information I wanted for her superiors to complain about the way she handled this situation. I will be contacting the corporate office.
Sylvia should not be a cashier let alone a manager. Very unprofessional and lack of experience in customer service.
I do want to say that the cashier at the drive thru was professional, polite and efficient.
He placed the right order as it states on my receipt.