I love Pollo Loco but this restaurant is by far the worse location I have ever been to and I have given them several opportunities. Customer service is horrible here and it starts with their manager Victor. He is incredibly rude and finds humor in belittling customers. Stay away from this site if you can. Update: I contacted Pollo Loco through several avenues and no one has bothered to call me back. Shows how much customer service really matters. No wonder Victor the manager taunted me to call corporate he knew nothing would be done about what he did. Incredible! Really disappointed in El Pollo Loco as a whole now...to think we're paying customers! read more

Horrible experience. Made an online order using the El Pollo site and when I got there to pick it up there was no order even though I had an order number and receipt. Staff didn't even seem to care. Won't be returning. read more

This location has never got an order right, not once. Do not use Postmates, DoorDash or Grubhub, you must be there to check you order or they will get it wrong every time. read more

I hate writing these kind of bad reviews but this is the second time something negative happens with this location. The first time is when they completely disrespected and disregarded the entire fact I was in the drive through to order no response, and then once I pull to the window they ignore once again, then finally say I have to wait because they are putting in a online order. With a nasty attitude. Now I order through Postmates and they give me a completely wrong order from what I ordered. Those employees work like they hate their job and know no customer service what so ever. This place needs new employees until then I'm never going back. read more

Usually I wouldn't bother taking the time to write a negative review but I just couldn't help myself with this one. I'm so irritated and can't get anyone to answer my calls regarding mistakes in my order so here we go. I stop here sometimes since this location is close to my home; however, after today's experience I will no longer be going to this location. Today was the first time I ordered for pickup (instead of my usual - going through the drive through) and when I went to get my order the man handed me one large bag that was sealed. He said, "everything is in here," so I trusted that even though I couldn't see in the bag. Long story short, I got home and half of the stuff was missing. I called EPL numerous times and finally someone answered and told me to call back in five. I called back in five and what do you ya know, no one answered. Tried again for another THIRTY MINUTES STRAIGHT and finally the same person answers and tells me the manager will get back to me. NO ONE GOT BACK TO ME! I wasn't even upset initially, this was probably an honest mistake. But this insane lack of customer service now has me beyond irritated. I don't mind when things happen, but I'm not okay paying for things that I never received. Shame on this location and their lack of respect for their customers. read more

The worst service ever waited 30 minutes for my order Apparently they serve their own race first sorry for being racist but that's the way I feel but every one should be treated equally no matter what race read more

This store is beyond horrible. The service is terrible, the store is dirty, the waiting time is unacceptable and the food is not very good. I don't know what happened but all this horrible performance started in the last year or so. Last week we stood in line for 15 minutes only to be told when we finally got to the intercom that they were out of chicken. Three times in the last few months they closed earlier than scheduled and today I was waiting at the intercom for 5 minutes, when I asked for help someone told me to "Hold on" I waited 3 more minutes and no response. When I drove up to the window, two employees were busy talking so I drove off never to return to this store again. I guess they don't need the business. read more

I am giving them a 1 because there is no 0. I bought two original pollo bowl combos, and only got a salsa. When I asked for extra salsa, the guy replied in a rude wait: "WaIt". Then, i ordered a 14 piece family dinner, extra sides, etc. i stood near the counter after half an hour of waiting, and the guy that took my order, told me it was going to take a long time because they were only assisting the drive through. Then he asked the lady that was cooking in Spanish, who took her order??? (in a very angry tone) And I replied: You did, and he ignored me. When I asked the manager for a refund instead, the guy came with my order. The manager told him that I dis not want it anymore, and he told his manager in a bossy way: "Now she is going to have it." I've been there before, and they always forget to give me something, but I had enough today with this rude worker read more

Ive been ordering from this place since the pandemic started, and it seems like the last 3 orders they cant get right. Either its missing items, giving me the wrong food, or missing condiments. This place is the perfect example why fast food workers should not be paid 15 dollars an hour. That money should be focused on their education instead since they can't seem to read a simple food order. read more

I love the chicken over here and they marinate really well. For the service I love the way that the cashier treating by bringing up some of the famous food for me to choose. The atmosphere over here is wonderful and there are chair and table that always clean. read more

This restaurant exceeded my expectations! The food was flavorful and cooked to perfection. The customer service was top-notch, with friendly staff making the dining experience even more enjoyable. Highly recommended!!! read more

They have terrible food. Yesterday I was stupid enough to get a burito there. The taste was like a plastic. My stomach is in terrible condition after that burito. I think I need to go to emergency. read more

The drive-thru experiece was pretty bad. I waited for almost 2-3 minutes with no greeting such as "we'll be right with you" nothing! Then someone asks what do I want. I was placing my order and when the gentleman raised his voice and was rude regarding a question I had about a meal. The WORST part of it all was when I paid...the person who took my payment also packed half of meal with the same DIRTY gloves. This was very dissapointing!!!!! WHY IS POLLO LOCO ALLOWING THE SAME EMPLOYEE WHO TAKES MONEY/PAYMENT METHOD TO ALSO TOUCH FOOD? THIS IS INCONSIDERATE! The place was loud...all the employees were yelling and very MESSY. I wish someone at El Polo Loco would care .. there are so many 1 star reviews for this location. read more

This was a good delivery from El Pollo Loco, on time, professional and very courteous! We appreciate, most of all, the online tracking of our order. It is a fun and convenient dining experience at home!!! We are very satisfied!! We HIGHLY recommend El Pollo Loco delivery service to everyone especially for its sheer convenience too. The food is hot and fresh too! Scrumptious! read more

Got a free drink because they messed up my order!! Love them all they're so sweet! William and Lupe helped me out, it was super busy so i understand why they messed up but handled it very well ! read more

The service has improved these past months there's a new shift supervisor with the name of Immer . She's very quick and friendly when helping me out . Also great job to other workers very good food read more

Zero stars if I could. We pulled up to the drive thru tonight at 7:45pm. The guy taking our order has a major attitude. Then he still had his mic on talking about us cursing up a storm saying "I'm tired of m*ther f*ckers not ready to order." We just pulled off and didn't even order there. read more

Ordered online and they somehow didn't get it. I sure as heck was charged though. Kinda annoying. Do better alv

Should really change your times online and on the doors. Incorrect times wastes our time when we plan things ahead. read more

El Pollo Loco - Make sure to come after 9:30 and they wouldn't open the door til 10. - Fast Food Near Me - Glendale, California

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We came through the drive thru. The line was not too long, great right? Not until we got our food. I usually come to this location because of the good service but they really dropped the ball today. I ordered broccoli for our side and they gave us beans instead. We asked for a corn tortilla they gave us flour instead! I honestly did not enjoy my dinner after a long day of work. And to top it off my chicken was burnt. Like it crispy but this was really burnt! I don't think I'll be returning. I would have drove back but I was so tired from my long day at work I didn't have time to go back to let them know about the problems with our dinner. So sad I usually come here on a weekly basis. Not sure if I'd recommend at this time. read more

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I am shocked at the interaction that I just had with the supposed manager of this establishment. This guy lets me sit at the order box for a minimum of five minutes without saying anything to me. I say hello nothing couple minutes later I say hello again this time I'm scolded by him telling me to lower my voice because he can't hear the customers that he's talking to. I said I'm not yelling. I'm just trying to get somebody's attention because I've been sitting here for quite some time. Crickets. then he comes on ask me my order. I tell him what I want and also that I want to speak to the manager when I get up to the window. He's very friendly with me handing me all my stuff. I say I'd like to speak to the manager, he says I'm the manager. I said you know you're out of line I was not yelling at you. You never said anything to me and he said I did say something to you, but you were yelling and couldn't hear me. So I'm just sitting at the box yelling? How crazy is that, come on guys? The fact is I do hair for a living I work with people I don't treat people like crap, especially people who work with the public. I called corporate after looking at the reviews of this establishment. It should be shut down. read more

Been a customer at this location for more than 20 years.  Made an online order tonight, picked up the food, and upon arriving home, find part of the order is missing.  I had to call multiple times before getting through, asked for a refund, was put on hold for 10 minutes, then was hung up on.  I called multiple times again before getting through, the person who answered said he would get his manager, then was immediately hung up on.  Attempted to call multiple times before giving up.  Very poor customer service. read more

Maybe the smallest El Pollo Loco ever or maybe I hit it right during rush hour. I'm used to a line, but there only 13 tables inside the dining room. The parking lot isn't much bigger. Maybe use their app to order ahead. But I find the food so delicious that how can I stay away... read more

Filed a complaint with corporate. Went to tje established 45 min prior to closing. Was at the drive thru ready to order. As soon as I started to place my order the woman says, "just to let you know we have no more chicken. " Ummmm what? You're EL POLLO LOCO. known for chicken and 45 min before close you are out. That is completely unacceptable. The manager, Lupe, couldn't be bothered and didn't care. Found the situation more funny than anything. So my co worker and I left with no food. We were on a break after answering 911 phone calls for the county of Los Angeles. So it's a pretty hectic job to go grab food quickly and come back. I want to know what El Pollo Loco plans on doing to correct the situation. Will be waiting and seeing what corporate has to say since clearly Lupe does not have the maturity level to handle this job. read more

The salsa was fermented. There's nothing fast about food that has turned. The chicken was dry and burned. What an awful place. Be warned.

No I waited in line for about 20 minutes when I get to the speaker to order food at this place at 9:30 the lady says sorry we don't have no chicken I said wait what about the other three cars in front of me she says oh they're ordering burritos I ran out you could wait in the parking lot I said OK I'll wait in the parking lot and I'll pay you for a three piece combo he said no I won't except your money because I can't guarantee I'll have any chicken before we close what kind of place is this I learn quick I'll never go back to that location to garbage people read more

Keep coming back to this location ,there's a nice group who's very fast on Sundays and they're always working together '!!

Also, I was never given a receipt. Which makes me think he charge me whatever price he felt like charging and not actually going by the restaurant policy price. read more

Never had a restaurant consistently disappoint as much as this place. If it weren't for my wife having some strange sentimental attachment to this franchise I would never eat here. Unfortunately I am forced to give it way more chances than I ever would on my own. And they find a way to be shitty every time. This last time my DOUBLE chicken bowl had literally 4 scraps of chicken in the whole thing. I'm truly confused how you can pass that off as double chicken. read more

Fast food Tex-mex chicken. Nothing fancy. Portions seemed a bit smaller then I remember. We lived in LA a few years ago and we're back recently on a weekend visit. Went for nostalgia purposes. I like that avocado isn't extra. Service is fast food level. Annoyed that they still operate under Covid. Salsa bar closed and only staff provide. Not easy to get any other disposable items either. Have to ask for everything. read more

The rudest staff. Ordered soup, waited to be told "well we are out of soup." Then waited even longer because they gave my food to someone who ordered after me. I Would've still understood if they at least tried to be nice about it. This location takes the cake on being incompetent. read more

Poor customer service I alway go there but today the guy was super rude taking the orders .. he sound like he doesn't want to help people .. I asked for salsa he ignored me and made a face when I ask him again and said Bye so rude.. He never asked me if I wanted a combo or drink . He want to be fast I understand but rude -and he didn't ask if I want tortillas I put chips on my bag . read more

Don't ever order off any food service (ie grub hub, DoorDash Postmates etc) with them. They will staple your receipt to the bag knowing not all the items u ordered and paid for are inside. I'm sure due to Covid regulations the person picking up your food can't check what's inside so I don't fault them when the bag is stapled shut. Every single time I've ordered from this location they will conveniently leave out tacos or nachos or churros ordered and even when you ask for salsa which is again on the receipt they will not put any in there. Nothing. It's really not that hard to give people food they pay for. When I ordered Birria tacos it came with no sauce which is included in the meal. When I ordered a 3 piece meal and paid extra for sides the extra sides I paid for just weren't in there. And not to mention this last time I understand I ordered towards the end of the night but every single chicken was burnt to a crisp, no salsas, none of the other items I ordered but made sure to add some chips that I didn't ask for. It was like whatever we have laying out just put it in the bag and call it a night. Why would I want to give my money to a business like that? I'm not a person to go and write a review but this has happened more than four times at this location and I'm so over it. Do better. read more

I ordered a two piece meal with beans and mashed potatoes. In the mashed potatoes were 4 small black hairs that looked like they were purposely plucked out and placed in the mashed potatoes. I took the mashed potatoes back and showed the Assistant Manager and he said "I can give you a new mashed potatoes" I said why would I want another mashed potatoes after finding 4 tiny small black hairs? He said he couldn't give my money back without a receipt. I told him how unacceptable this was and that he had to give me my money back. He ended up giving me my money back. They did not apologize nor did they check their mashed potatoes. Absolutely disgusting. read more

El Pollo Loco - 4 tiny small black hairs in the Mashed potatoes. - Fast Food Near Me - Glendale, California

Every time I come here there's a problem. I waited 3 months cus I thought things would be different and nope. I'm rooting for this place cus I love pollo loco but cmon read more

El Pollo Loco - Opened the burrito and see this fallen apart thing they call a burrito - Fast Food Near Me - Glendale, California

Every time I come to eat at this location I always order extra sour cream and every time the amount gets smaller and smaller. I wish the price would get smaller and smaller as well. I only eat at this location because it's close to work. Otherwise I wouldn't. Business manager no need to reply. I don't need the same exact response you give to other customers. I read them all. It's the little things that count. read more

Where do I begin? LOL I had such a bad experience here yesterday I decided to check the Yelp Reviews. Nobody really does fast food yelp reviews do they? Most are exactly the same. That being said - I wasn't shocked at the reviews given so here's mine. DO NOT GO TO THIS LOCATION. Google another location because - you will end up on Yelp giving them a bad review. I used to come here for years and it started to go down hill several years ago - mostly dirty inside and horrible service. But - that was several years ago. So I was craving El Pollo Loco and went to the drive-thru 12/22/2018 at around 2:30pm. The guy taking the order was sooo bad. Where is the training? It's easy. I asked for a 2 piece meal with Leg/thigh. He said we don't have leg/thigh. I said how do you not have leg and thigh it's on your menu. He said it's not ready yet. Oh ok.. I get it... He just wasn't 'clear' in his meaning. but you know he gets paid $10.50/hour to do this job. So I said okay I'll have it with breast and wing. A poblano avocado burrito no cheese. OK An avocado burrito no beans no rice. OK A burrito with chicken, beans and rice. No Cheese. OK. Got to the window looked at the receipt. I noticed it didn't say Poblano on one and told him that we ordered a poblano avocado burrito no cheese. He said - yeah we don't have poblano. WHY would you take my order if you don't have poblano? Say when I give the order that you do not have poblano! I also ordered one with no beans and rice and this says just no beans. He said ok let me have the bag. 10 seconds later he hands it back and says - OK it's poblano and no beans no rice. I looked at my wife we were starving we didn't want to deal with it so we said thank you and drove off and I said - how much you wanna bet the order is wrong. 10 seconds from handoff to handoff and they were able to fo find poblano, make a burrito and take the other burrito and remove the rice. RIGHT. To top things off - chicken breast and wing were so dry like it was sitting there for hours. DO NOT GO TO THIS LOCATION. I learned my lesson AGAIN. They don't care about quality of the business, it's service - and the food. read more

Long wait, Terrible service. Don't recommend this location. Save your money they are short staffed and run out of salsa

Continues to disappoint me. I mean the pieces of chicken I got tonight was a joke. Thanks for reminding me why I haven't had this for awhile... 8pm out of sauce lids, onions, cilantro, napkins... =/ read more

El Pollo Loco - A Chick or Chicken?!? - Fast Food Near Me - Glendale, California

Probably the worst El Pollo Loco, I have been into. They need a seminar in good Customer service. 9 out of 10 times I have been here, they are rude to customers, mix up orders and sometimes miss on some ordered items. I love Pollo Loco food but they need to step ip their customer service. read more