I keep returning hoping this location will get better. I ordered from the drive thru, paid cash and received my change with no receipt. I got a block away opened the container and realized I received the wrong order. I returned to the drive thru and explained I received the wrong order, paid cash and have no receipt I was told to keep the chicken just drive up to the window and they'll give me the chicken, I get home and I see the most unappealing "Yellow" chicken, nothing even remotely resembling "Grilled"....and the tortillas were missing from my order. Note for the Owner/management please don't comment with the same insincere response, I've gone to the website and given details and supplied my email, phone number etc.. I've never received a response or been contacted. I don't need free food I just wish this El Pollo loco were better because it's near my house. read more

El Pollo Loco - Unappealing chicken - Fast Food Near Me - La Verne, California

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This place is terrible. I went here to pick up food for my family and do not eat meat, this is an important part of my life and I ordered the chicken less burrito. When I get home I fine that the burrito I ordered had real chicken and the vegan chicken inside of it. This was no accident, this place is disgusting to say the least and I understand a simple mix up but because both meats were in my burrito it was obvious this was on purpose. I tried to call to talk to anyone no one answers, don't ever go here. They are terrible people who work here. Making an edit because of a reply from el pollo loco, I forgot to mention I already called customer service and nothing was done about this matter, they were supposed to give me a call to speak with a manager about this situation. But never did, and because they do not answer the phone themselves I couldn't just call them, I already have a report on file, if the person who replies to this actually cares they would go through the files at this location and actually ensure something is done without wasting more of my time. You have all the information you need to take action and also to call me back. Thanks read more

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3 times they were not able to sell chicken because they were out. All 3 times it was an order of 8 pieces and wait times were 30 minutes

I normally would not complain about fast food quality or service, because I get it, fast food is not known for its service or quality. However, the abhorrent behavior I witnessed during my visit was unacceptable. I placed a fairly large order about 45 minutes before closing through the drive thru. The man who took my order (I believe he was the manager or supervisor, he was the only male I saw with a headset on) was clearly irritated/annoyed when I was placing my order. After every item he kept saying "is that it?!" In a rude tone. At one point he mockingly chuckled because I was continuing to order (almost as if he was internally saying "really?!"). I asked for the large side of the cilantro dressing (which I've ordered before from this location and it's advertised on the app), and he said "we don't do that, we do the small size how many do you want?!". I figured maybe he was just having an off night and chopped it up to that. Whatever... While he was rude/condescending to me, the way he spoke to another employee was absolutely disgusting. I'm not sure what the context was, but this "manager" screamed at another employee to the point where it would be considered harassment. I'm not sure the context, but he screamed "YOU ONLY NEED ONE, ONLY ONE, THAT'S IT!". The best description I could give is how Gordan Ramsey talks to his kitchen staff on television. I could not believe that this "manager" would speak to another employee, let alone another human, like that - particularly in front of customers. I would NEVER speak to a colleague like that, even if they were my subordinate. This person should not be working in the public. He was clearly frustrated beyond belief, you could tell by just his body language. The disrespect for both customers and other employees was disgusting and this employee should not be speaking to people in this manner. For the cost of my order, I could have gone to a sit down restaurant. In addition to the horrible service I witnessed, the food also sucked. read more

If I could a negative star I would. I used to love the location but now not only is the food quality trash but the service is terrible. The drive through staff are always rude. Tonight I got two pollo bowl combos and 3 bites in and all the chicken (that was rubbery when I was chewing it was gone. The whole bowl was mostly rice barley any beans or toppings. How is a pollo bowl with barely any chicken. Not to mention I didn't even get utensils that I asked for with my food. I ended up throwing the rest away and I'm still hungry! I will never go back to this location. Don't waste your money! read more

Great service from the night crew. The new cheesy stuff quesadillas are amazing. The atmosphere of the restaurant is great and the new kiosk ordering is fantastic. Thank you Rena for the help. read more

Who do you guys hire ?! :-( I was so excited to know that I have a pollo loco by my house, but ended up driving to the one in La Verne. It seems like super young kids with no customer service. The boy in the drive thru is super unprofessional. After waiting like 25 mins in the drive thru, it was my turn and they were just joking around over the microphone saying they had no chicken. I honestly didn't order because I didn't know what they could do to my food. I went to the location in San Dimas and it was no line, and customer service was great! I had seen a post on La Verne page on Facebook about this location and I didn't listen :-( Management, train your employees!! Employees, it's free to be nice and respectful :-) read more

This place needs new management ASAP! These guys had me waiting in line through the drive-thru for a half an hour and when i get to the window about to order my food they tell me there's no more chicken left smh.. and I'll have to wait another 30-45 min for it. How do you run out of chicken during dinner time! They should change the name to el pollo joke-o! read more

What happen to the quality of food at this location, went there today ordered 8 piece mixed chicken with 2 sides , $29.00 , can no longer get your own salsa and the size of the chickens are a joke, no wonder nobody was in the drive trough or in the store. Last time I will go there will try Juan Pollo just down the road read more

El Pollo Loco - Fast Food Near Me - La Verne, California

This EPL used to impress me with how fresh their salads were. Tonight it was a horrible experience at the drive thru though. I pulled in the lane around 8:50 but the elderly couple in front of me took their sweet time ordering and after what felt like an eternity (ok, maybe 10+ minutes) I pulled up to the ordering speaker, only to be greeted with a pre-recorded message about how they are closed for the night. Usually I can be cool with things like this but (1) they closed nearly a half hour before the posted closing time, and (2) there were staff inside the whole time who had a view of the drive-thur lane through the glass wall. They could have come out and told me they are closing but instead they chose to do nothing and waste my time and gas. 5 stars for the quality of their salad. -4 stars for treating your customer worse than dirt. Will not be returning to this EPL, there are plenty better ones out there. read more

Customer service on point a little busy for a Friday but they were fast! And service was nice and they were very attentive.

This location use to be trash but with recent visits I've notice a better quality with service and food. Keep it up!!

Two stars for customer service. The chicken is old, they don't complete your order, they give you items you didn't t order or they run low of sides or sauce. I wish they get it together. It's such inconvenience to go the San Dimas location. Also, once went inside during the evening and it was such a mess in that kitchen. Truly disappointing. read more

Really good food. Really good vibes really nice people 10/10 The chicken was immaculate. Really nice crispy skin. I had to order extra nachos. The people are extremely nice here and enjoyable to chat with. Really professional. Honestly one of the best pollo locos I've been to read more

All the terrible reviews are right. I ordered a chicken tinga burrito with gauc which costs extra and I ended up getting a regular grilled chicken burrito with no gauc in it. The chips and gauc that i ordered on the side was whack also, the "gauc" was just avocodo slices that were mashed in the container. The seating area inside was disgusting too, trash all over the floor and dirty tables. I would go to another location just stay away from this one unless you wanna get robbed and left disappointed. read more

Pretty much the worst drive thru in the La Verne area. We go through the drive thru every couple of months (because my memory is bad and I get bored with the other options), and they are always out of something and always get our order wrong. Since it happens consistently so many months apart, I suspect its their poor training processes. The receipt doesn't have an item count, which would be an easy way for the employees to check the bag. Tonight the employee told me, "the red drink is the orange Fanta". Really? Our order was missing an entire platter of Nachos, two sides of flour tortillas, and there was no avocado on the overstuffed quesadilla. There were 5 employees working, one on break and a manager in the back room who never appeared when I drove all the way back to complain. It was a slow night and the kitchen counters were covered in food, and no one was cleaning. Multiple food items that we did get ... were slopped together. read more

El Pollo Loco - Receipt - Fast Food Near Me - La Verne, California

This is twice now I ordered through the app and did "curbside pickup" and both times when I tap the "I'm here" button, I'm left sitting in my car at the dedicated location for 15minutes+ just watching cars go in and out of the drivethru and no one comes out to give me my order. both times I get tired of waiting and go inside into the store, there it is just sitting on the counter. Why do you even have a curbside pickup option then.. it's a rude waste of time. not once but twice in a row. not only that, I asked for 2 sets of utensils, of course there's only 1, I asked the lady for extra green sauce, she said there's already 4 in there, so I said ok that's good. I go home and ofcourse there's only 2. I don't even know if I want to ever eat el pollo again, left a bad taste for sure. read more

I have to say that it was a nice change coming here. I usually don't stop here because there is one closer to home, but i have to put up with attitude. The drive thru was fast and the customer service was excellent. I feel like I have found my new Pollo Loco. Also, thank you for being considerate and not making me ask for more salsa, you gave me more than enough and I appreciate it. read more

I'm so disgusted. It's extremely hot today so my husband went to go get El Pollo Loco & bought a lemonade since it's over 100 degrees. He drank it all and when he opened it to chew on the ice he found this. That's disgusting as fuck. read more

El Pollo Loco - Fly/bug in the lemonade. - Fast Food Near Me - La Verne, California

I'm so done with this place. It's either the chicken is burned or the order delivery is wrong. I'm going to have to find me another pollo loco location because this place ain't it. I made an online order for delivery for the family due to all the adults having covid. My food is missing the 8 piece $17 Chicken I ordered. I have been calling for the past 30 minutes with no answer . I'm very close to just showing up and infecting all the employees in that place. read more

The last time I will be coming to this location. This is the second time I've gone to try the shredded beef stuffed quesadilla and yet again no shredded beef. Last time they were also out of cheese, like wtf!? This time I came and spent a bunch on your shit chicken so I could get that stuffed quesadilla free with coupon. When it was all said an done I ended up paying for both. $25 for 8 pieces of shit chicken and a stuffed quesadilla with more shit chicken. With the amount of bad reviews for this place I am astonished you guys are still open. Like a cockroach that will never die. read more

I am livid! I just went through the drive thru and ordered a tostada salad from El Pollo Loco in Laverne CA. When I got home and opened the salad it only has chicken and lettuce!! No rice, beans, avacado, tomato or sour cream! This tostado salad cost over $10 and all I have is chicken and a few pieces of chicken!! read more

El Pollo Loco - El Pollo Loco Tostada Salad from Store #5879 in La Verne Ca. - Fast Food Near Me - La Verne, California

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The service is very pleasant the staff very helpful the food was great i love coming here

Love this Pollo Loco! They are ALWAYS kind and professional. Once they got my order wrong (human mistake, no worries) and they immediately fixed it without hesitation and a smile. PROPS to the team read more

Horrible!!! Worst chicken ever at a El Pollo Loco restaurant. Got a 4 piece meal all dark meat all overcooked dry burnt chicken . Never again. A big waste of 13 dollars. read more

Sad, SAD to tell you but this place has gone downhill!! The other night (DRIVE THRU) we were told -rudely- that they ran out of breast AND forgot our tortillas. Also, the salsas tasted off Today: corn was cold, salsas were off- tasting, flower tortillas cold AND stiff, chicken was undercooked and nobody seemed to have experience working there *****DEFINITELY NOT COMING BACK***** read more

$5 pollo bowl. You pay and you get 1/2 bowl. Barely enough food for a child. I have ordered from this location several times and they make mistakes all the time. They need to improve service, food and quality. read more

El Pollo Loco - Fast Food Near Me - La Verne, California

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It's a whole mess any time you go there. Asked for no pico in my salad, get no creamy cilantro sauce but always pico. I had to ask for my drink because they'd forgot about it. They forgot the drinks before I was even done ordering. They thought I said Diet Coke, I said no unsweetened iced tea. Left with raspberry iced tea instead. Also ordered a large side of mashed potatoes with gravy on the side. And what is this in it!!!!?!?!? There's everything but the kitchen sink in there. Disgusting. read more

El Pollo Loco - Fast Food Near Me - La Verne, California

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We were served by Carla, which happened to be rather courteous and patient (not sure why this location is plagued with 1 stars, however, I can't speak for others who might have been served by other employees). We stopped by here for a quick bite - ordered a 3 pc meal and a drink. It came out with 2 pieces of breasts and a tiny piece of wing (I have absolutely no idea how El Pollo Loco thought it would be a wonderful idea to allow such a proportion and count it as a 3rd piece). Food was served hot, mashed potatoes were great as usual and the drinks was all in stock. Our order was ready in a timely manner - within 10-12 minutes. No complains here apart from the portioning as mentioned above. read more

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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. read more

El Pollo Loco - Rock hard tortilla - Fast Food Near Me - La Verne, California

Love their chicken here. But today was not a good day for them. They forgot my receipt through the drive-through and they forgot my chips and walk a moly. I had to turn backaround halfway home. The bag tore cause they stuffed the bag with all the food and it tore at the bottom I had to return to the restaurant to ask for my chips and walk a moly so annoying. I guess you shouldn't expect much from a drive through restaurant but I spent $30 there. The was a little brown not appetizing at all. My son's nachos tasted old. I don't know what's going on there. Do better el pollo loco especially if people pay for good food. I hate being so negative but today I was debating if going here or to Juan pollo. I choose you el pollo loco, and was disappointed. read more

El Pollo Loco - Fast Food Near Me - La Verne, California

This restaurant definitely has missed the bar. Terrible customer service, portions are a joke for what you pay for, uncleanliness in food prep area, no salsa?, lobby was a safety issue with napkins and other trash on floor, noticed keys to office hanging in door lock. Juan Pollo is down the street and much better! read more

Finally indoor dinning if you can handle 62* Freezing inside Avoid this for indoor-dinning read more

El Pollo Loco - The taco deal I started to take a pic of the $5 reward as I am home now and of course it says are you sure you want to use now WTH - Fast Food Near Me - La Verne, California

I should of read reviews first. Dried out horrible food. I tried to call the store but it just rang. Food is terrible read more

Shout out to the homie Bryan for helping me out today!!!! He did an awesome job helping us out

So I pretty much only got to El Pollo Loco with my parents and my dad is pretty into the app. He always has ordered from it and used the coupons and rewards on there. However, it seems that recently, their app has been pretty trash. My dad will order all the way to the end of the order and try to apply the coupon, at which point, it won't work. He then goes ahead and orders it anyways and hopes that things will work out when he talks to a human rather than an app. This is the only location so far that has been really nice and patient with him regarding this. As I am writing this, they have taken the time to cancel the order and reorder it with the coupon. I appreciate that they've talked to us with respect and courtesy here, as opposed to our experience with the Upland location on Foothill. I really hope that they figure out the app! It's ridiculous. UPDATE 30 minutes later... we're sitting on the side outside of drive thru because they asked us to wait to get our order... it's taking so long. They finally came out and gave us double of what we ordered because they didn't want to throw away the first cancelled order (even though it's literally the same order?) Not really understanding the logic behind all of this. read more

I just paid for 8 all thighs...when I got home o had 4 thighs and 4 BURNED legs!!! My order even said ALL thighs....tried to call... their phone rang for over 5 minutes then clicked off!! Obviously management could care LESS. The saddest thing is I buy this chicken for my dog who is dying... she will only eat pollo loco....I have never had chicken BURNED beyond eating!! Maybe the manager should staff the phone!!! Or maybe they knew it was me calling and thought it was funny to give BURNED food??????? SADLY I can NOT recommend this place anymore.... read more

El Pollo Loco - Says ALL thighs!! - Fast Food Near Me - La Verne, California

My friend gave me a gift card for this business , which she purchased at this location. When I got to the window they said the card didn't work. I called a few days later. Spoke to manager who told me to come in with the receipt. I did that today. He told me that wasn't the receipt. And said maybe she gave me a blank card. Yeah, right. I was very unhappy. He didn't want to help me AT ALL. Called my friend who had other receipt. She suspects the person who took her money, stole it. She called corporate. Bottom mine; this location lost my business and my friend's business. And beware if you want to buy a gift card there! I wouldn't! Non existent customer service. If I could give no stars, I would. read more

This location has struggled however it seems to be under new management and seems to be going in the right direction my last visit was excellant read more

I found three large black hairs in the 12 piece meal tonight! Gross! We think they came in the salad. But, it could have been the other things too... chicken, beans... super DISGUSTING! I tried to call them to report it but, no one answered. See pic read more

El Pollo Loco - Big hair - 1 of 3 found in the 12 piece tonight!!! ‍ - Fast Food Near Me - La Verne, California