When I first arrived, a kind gentleman held the door for me to let me in and he allowed me to place my order before his. THEN, gracefully I was greeted by Emma (I'm not sure if she's the manager or front-line employee but either way I know that she is such a light, a kind soul, a wonderful spirit and a fantastic person!! Much more than an El Pollo Loco employee, she's an Angel in my humble opinion. She not only helped me to place my order for the NEW Queso Crunch Burrito Bowl, she gave me a discount coupon which granted me $3.49 off of my order! She said that's "her favorite magic trick": Being kind and offering her kindness to those who she serves and in her life. The warmth in her conversation and spark in her spirit truly brightened up my day and lifted my heart!! I'll spare her personal business, but I'm thankful that Jesus brought us together this day! She even blessed me with more coupons to take with me and to use in the future. I hope nothing but kind and wonderful blessings for you, too, Emma! What a great gift! Now as far as the bowl goes, I'd give it a 3.5 out of 5. It's a nice chicken bowl with an added crunch from the tortilla strips and the seasoned rice adds a great flavor to it as well! I do know that it's a limited time item but I would order it again. The bowl may have earned 3.5 stars, but partnered with the Exceptional Customer Service I received from Emma on this day, it bumps my overall rating to a 6/5 stars!! Thank you El Pollo Loco and Emma for this wonderful and blessed experience. I'm looking forward to stopping by again soon!! read more

El Pollo Loco - Queso Crunch Burrito Bowl - Mexican Near Me - Lake Forest, California

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Thank goodness we came to the right location, America was our favorite person here today. She is always courteous, With every customer. In addition, with all her employees, she's courteous and kind. The chicken was moist, tender, tasty, and delicious. We ordered a lot of sides, but for today I was craving mashed potatoes and gravy. I took a little clip of how the gravy and the mashed potatoes were steaming hot, - the perfect temperature! There used to be other chicken restaurants that had really good mashed potatoes and gravy, but they all went down in quality, and amount. As of right now , this is my favorite place to get this as a side! read more

El Pollo Loco - Menu - Mexican Near Me - Lake Forest, California

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My food smelled off, and they replaced it and were very kind about it. They even gave me a free flan for the trouble. Great employees!

Fast service and amazing food! The salsa was absolutely delicious and everything came out fresh and flavorful. Definitely coming back. read more

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I love EPL and am not one to leave reviews ever much less negative ones. But THIS particular location is the absolute WORST. The few times I have visited this specific location, they somehow managed to mess up my very simple order - one time they forgot to give me salsa even though it's on the receipt that I asked for it. Another time they forgot my soup even though it was on the receipt and didn't want to go back after I got home and realized they didn't give it to me. I would rather drive an extra 5-10 mins than to ever go back to this location. read more

For a quick service restaurant, I was blown away. America the shift supervisor was so friendly and Betty the cashier was great. She addressed me and greeted me. Damien was outside cleaning the restaurant windows and tidying up. There was no worker that was standing around. They were all maintaining the cleanliness of the restaurant. I ordered a chicken salad. I can't quite remember what it was called, but it was so tasty. The avocado dressing was fabulous. The portions were great, fresh Vegetables, and plenty of chicken.. I'd pay about $20 at a full service restaurant. It only cost me $14 here. read more

El Pollo Loco - Mexican Near Me - Lake Forest, California

Pathetic they don't even know the word customer service there. I stood in line for seven minutes. Guy looked at me three times and said just use the machine and I told him I didn't want to use the machine that I wanted to be helped by a person and he made me wait another few minutes. Learn the words customer service you absolute morons. read more

It was busy, 12 pm on a Tuesday, the line to order was almost to the front door. Even during that time, it only took 15 minutes from when I walked in, to when I had my food on my table. That's fast food lol. Parking is a bit crowded, trying to find close parking is a bit challenging during peak hours, but that would be at any restaurant. The cashier was really quick, working two registers to get customer's orders going. She was still friendly and funny. Zero complaints here. Food was good, my chicken nachos were tasty, the chicken was juicy. Today they did run out of black beans for some reason, so they gave me pinto beans. The cashier told me when I was ordering, definitely not a huge deal. Drive-thru was also busy, but the staff was moving quick, they were moving! Good atmosphere, I sat down and ate in peace! Lots of tables and chairs available inside. read more

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To me it seems like this place has really cleaned up its act. It's El Pollo Loco, so you shouldn't expect fine dining but it's quick, easy and efficient. I wish the taco carbon had fresher chicken in it. Mine was fairly dried out, but the service was good and the prices are on point in the drive-through moved quickly. Keep up the good work read more

El Pollo Loco - Drive through - Mexican Near Me - Lake Forest, California

My favorite Pollo Loco and close to my home. They are accommodating to my requests and the food is fresh, the manager also has great customer service. read more

DO NOT ORDER FROM THE KIOSKS AT THIS LOCATION!! THERE ARE NO REFUNDS!!! Came here with my mom and we ordered off the kiosks and the wrap I got did not taste good at all.. it was so bad it made me SO nauseous and killed my appetite. I tried to get a refund and management working Saturday June 14th at 4pm REFUSED a refund to me because she said the order was taken at the kiosk and the matter was out of her hands at that point. There are NO signage or warnings whatsoever that inform customers that ordering from the Kiosks would mean no refunds. Out of her hands??? For management to tell customers that is unbelievable!! What kind of manager does that? Instead she said she would exchange it for another meal but at this point I was disgusted, extremely nauseous and very irritated, which I explained and she just stood there saying her hands are tied. Wow. She basically said they are OK stealing from customers who don't get a replacement meal. I just wanted my money back. Period. I didn't want another meal from here but I was FORCED TO because I ordered at the kiosk... they told me if i didn't order a replacement meal they would keep my money. THAT IS CALLED STEALING... Absolutely ridiculous!! AVOID using!! Apparently this place is under new management as well and from what I can see they're STILL not doing a very good job keeping their customers happy here.. pretty disappointing. What a joke! read more

First and foremost, I had avoided this business due to negative issues I had previously encountered. I was in the area, so I decided to give them the benefit of the doubt since I saw a sign on their building claiming "Under New Management." Don't let the sign fool you... things are worse. This location has a serious customer service issue. But, above all, the cooks need to be closely monitored with multiple cameras. The preparation of the food is seriously terrible. The food quality & quantity have drastically declined. I had seen a TV commercial advertising lots of cheese & chicken in a crispy/ toasty looking quesadilla. I ordered the combo (quesadilla, chips and drink) at the drive thru & drove home. Expecting El Pollo Loco to deliver a tasty crispy/ toasty quesadilla with lots of gooey cheese and chunky chicken did not happen, but once again a total disappointment!!! I immediately noticed it wasn't toasty or crispy but only a warned up flour tortilla cut in 3 triangles. I bit into it & it was gross! I looked in it and there was hardly any cheese, more like sprinkles of melted Quotija cheese and the few shredded pieces of chicken was dry and hard chicken, obviously hours old. Then I took a bite of the chips & guacamole (tiny container). The chips were stale & tasteless and the guac was bland. I threw everything in the trash! Total waste of $12!!! The food sucks!!! Lastly, where has friendly customer service with a smile gone? The employees give off the impression that you're bothering them. HELLO, if you don't have customers, you don't have a job!!! I think the ONLY reason this location is still in business is due to its location, being in an industrial area and in the same shopping center of the Home Depot. That's got to be their only Life Line. read more

How can they forget something every single time you come in. Order a salad, no dressing. Ask for salsa, no salsa. Usually always missing one or two items from the order. Really, is it that hard? read more

The facility is always clean and tidy. The counter employee/cashier Diego is always very polite and courteous. He pays special attention to my orders. The chicken is always fresh. read more

Worst EPL I've ever been to. Was it chicken or a cricket? I dunno. They probably have the same amount of meat. Although cricket meat is probably juicier. I think the broccoli was made of plastic. I don't usually do bad reviews but I'm this case I felt a moral responsibility. read more

I came in for lunch today and unfortunately had a negative experience with Maria V, who took my payment. She was very unfriendly, didn't make eye contact, and seemed bothered when I politely asked for a receipt and an extra avocado sauce. I understand everyone has tough days, and I truly hope she's not going through something difficult in her life. Still, as someone working in customer service--especially in this economy where every job is a blessing--I believe kindness and professionalism go a long way. She did dampen my lunch experience, but I'm choosing to have compassion and hope things get better for her and her loved ones. read more

Got half chicken to share between 2 people. it was perfect. Came back after so many years and still yummy! The chicken was served very hot ( in temperature) and yet the chicken breast is tender. I live the green salsa that came with it. Food is still a 5 star. The tables aren't clean. No one comes to clean those table. I see food crumbs ,so guys ....clean your own table if you're going to eat in. They give you some cheap flimsy paper plates. We end up using the plastic cover of the package to put under the plate. read more

El Pollo Loco - Mexican Near Me - Lake Forest, California

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Came tonight, Sunday night, and got a chicken avocado burrito and chicken avocado salad. Everything was just fine! The gal working the window was very nice, the line moved pretty quickly, they got our order correct and it tasted good. This is the El Pollo Loco that we typically go to and we typically have a good experience here. read more

Dayum!!! So I usually don't put reviews but I had to on this occasion, I went here and first of all it was very clean! The parking very clean, the front was very clean. The bathrooms were very clean just magical! The food was excellent!!! The service amazing!!!! A very nice lady came to me and gave me a coupon I think her name was Jenny? I think yeah ! Very nice and awesome person! She gave a excellent service!!! Rather than that in general I gotta say 100/10 perfect!!!! I'll be coming back fo sho read more

El Pollo Loco - Mexican Near Me - Lake Forest, California

12 piece meal, sides were fine: salad, beans, rice. Chicken was completely dry & overcooked, to the point it was barely edible. Would not return. read more

My order was wrong, I asked for no beans and seems like I got extra. I couldn't even take the beans out and eat the rest of the bowl as the beans have seeped into the chicken and rice. This el pollo loco has always been terrible with customizable food items on the menu. read more

El Pollo Loco - Original Pollo Bowl - Mexican Near Me - Lake Forest, California

Rarely leave reviews, but had to this time. Price is up and quality down. 11.99 for a 2-piece meal, although I did have a $5 off offer. Starting with the side salad, I basically ate dry lettuce because I think somebody put 1 teaspoon full of dressing on the salad. Then to the chicken, the thigh was mostly bone and fat with no skin on it. I've been a regular here for a long time, but not sure if I will be in the future. There are better options in the area. read more

Affordable and tasty for the price. I got it to go, so I can't say anything about the service. The ambiance is like any other fast food place. read more

I would have to say this the worst Pollo loco I've been to. and I've been to many.... The staff members here have the worst attitude as if they're angry that they have to work. You don't feel welcome when you come to this crap hole. read more

Sunday. 140 pm. Lady working the window...ventana ------- doesn't understand English. I had to repeat my order four times and after the fourth time she told me she didn't understand! Put her in a job where she is not talking with customers. En la Cocina And Ms Manager .... Don't let her blame the customer. read more

Great food good service nice atmosphere enjoyed my dinner this was a good experience true kids liked it too

This place is the ultimate in not giving you their avocDo salsa. It's as if they get gold stars or raises for every once of avocado salsa they omit from your order. Tonight I ask for a specific amount - 8. I always order that. Sometimes I get lucky and get 6 whole containers, sometimes I get 0, like tonight. Cashier eveb confirmed she put them in herself. Come home...0 salsa.... famiy dissapointed. Now on my way back to get them as the chicken breast is a bit dry w/out any dressing/salsa. Sighs. read more

Jenny was AMAZING!! She was so kind and sweet throughout the entire interaction, giving us suggestions and just making out overall experience so nice. Amazing job El Pollo Loco on hiring her!! read more

Jenny went above and beyond my expectations, she was very attentive and food was delicious. She had a great attitude. The restaurant looked super clean . read more

Fast and friendly service . Will definitely be back soon for sure. The food smells great and it's clean in the store.

Israel is a great manager, great customer service!!

Always seems clean & give great service. Our food is always served quick ! One of my favorite fast food restaurant. read more

Very good service the food was delicious!!!!!!, ambiance excellent thanks for my 20% off Jenny read more

El Pollo Loco - Mexican Near Me - Lake Forest, California

Great friendly service from Bianey Chavez. Delicious Food Nice Ambiance Clean restaurant read more

Jenny the assistant manager was very nice . She came by several time make sure I had all I need . I spent 40$ worth of food for 16 pieces of chick and 3 large sides . I had free coupon for quesadillas. Food overall was good and fresh . Chick was not dry like other el pollo loco . I will definitely come back . Thank you Jenny for your great service today . Thank you for 20% off for my next purchase . read more

Great service! Food was ready at pickup. I ordered through the app. Everything was there and tasted great!

Always a problem every time we go here. We always go when they do the shredded beef or carnitas quesadillas. We always order it the same way....meat and cheese ONLY. NO pico. We are aware they speak little to zero English at this location, so we will even say SOLO CARNE Y QUESO, NADA MÁS!! Never fails......they make it wrong!!! E-V-E-R-Y time! Doesn't matter if we order inside, or on the app. Always problems. I don't get it. Unfortunately it's the only location near us. read more

Pollo loco is my go to place for healthy fast food. The flavor of the food is delicious. One thing to improve on is elimination of non nutritious iceberg lettuce and replacing it with healthy romaine and spinach. read more

Was excited when I saw they added shrimp to the menu. Ordered the tacos - big mistake. The shrimp were excellent!! Everything else horrible. The moisture buildup from just a few minute drive home left me with slimy lettuce and a wet tortilla. It was gross. I requested hold the salsa. There was salsa on both tacos. I can't do raw onions. The pics show avocado on top of the taco, thought good I can take it off and mash it to make it usable. It blended in with the slimy lettuce. I bit a chunk of it, I'm still trying to get that slick taste/feeling out of my mouth. If there was cilantro cream dressing on it, I couldn't taste it. DO NOT RECOMMEND!! read more

Taste is awesome and staffs are very nice to me. The restaurant is very clean too. This place is the one I like most. read more