Ugh if I could rate every el pollo loco it would be two stars and this is based on the churros. EVERYTIME I come here I always order two churros with light sugar .... I don't know why they never listen I always get a churo with bails of fucking sugar on it, doesn't matter if I say it in Spanish, English I just don't understand. I think the people who are actually making them are not being told this because they don't do it They are a clean restaurant when I went in and chicken is good no doubt but it's the little things that make the customer happy I don't think they have hot sauce because they always give me picó de Gallo I'm not sure if the workers just don't care or if they seriously just don't understand. I almost have to be prepared to scrape off sugar with a napkin and get sugar everywhere or send it back and tell them it's too much sugar , before you know it there no sugar at all on it I just DONT GET IT they are now servings Mexican hot chocolate in one size only and it's small but really good And they are nice it's just some disconnection with relaying messages to the team read more

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First piece of chicken was dry second smelled rotten and being that I thought I might be over reacting I took a bit - OMG it was gross! I took it up to the counter and was told, "no one else has complained." What???? I said I don't care that no one else complained, I am telling you it's no good. "Well no one else complained." I will never eat here again. Completely nasty read more

I think El Pollo Loco is of above average quality for a fast food place, and their app has fantastic discounts... when it works. My major gripe is that apps are designed to reward users and thus get them to visit their locations. When the app doesn't work or the coupon isn't accepted... what's the point of visiting? I went today for BOGO burritos (cool!) which was advertised on the app and online to me while on Facebook. Service sucked in the restaurant so I tried to get on WiFi. Didn't go through. I let some people go in front of me, who also couldn't access their app due to WiFi. Eventually, I walked outside and got some better service (WiFi still didn't work), got back in line, and luckily got the discount. That fiasco took up my entire lunch break, though, so I ate in office. The couple in front of me was never able to use their deal. That, in itself, wasn't a bad experience; more of a frustrating one. However, my experience before that went even less swimmingly. I used a coupon, again on the app, for a $5 meal and the coupon didn't take anything off. I explained to the cashier that the discount didn't go through, and she tried again. Nothing. We tried a few times, but a manager was never called over, and nothing was done about it. A line formed, presumably with other people who also had a timed lunch break, and I gave up and left without food. Luckily, I was able to order from Jack in the Box (on THEIR app), pick up my food in the drive through, and get back to work in time during that experience. Again, food is above average for a fast food place, but still not worth the price without a special deal. Otherwise, go support your local taqueria if you're dropping $7-8 on a burrito. Especially if you can't get your app to work. read more

My wife and I loved this place because the food was close, tasty, and reasonably healthy for dinner on busy days. But the customer service is a disaster and the wait times there are out of control even when the place is completely empty (i.e., Question management organizational practices and as a HACCP expert question their food safety practices). Last time we were there they messed up the order and refused to make it right via refund or correcting it. And completely accused the customer for being wrong. Wife went hungry that night because she doesn't eat beef. Complete disaster for an anticipated dinner. We are boycotting this place and ready to spread the word about their customer service and potential management standards. read more

However has been doing the hot coco for the last month needs TRAINING! It was always great here and now that it's cold and we need hot cocoa it tastes gross! Plus I've seen your staff not wearing their masks at the drive through or, not covering their nose. Come On! Do Better!!! read more

I've been going to El Pollo Loco in Napa for about 2 years now .excellent service Citrus marinated chicken ,clean dining roon. Excellent menu, something for everyone. read more

I love to stop by every once in a while to get the street corn tostada. Really delicious and crunchy every time. Definitely be sure to mix it, all the rice is at the bottom. Has some really fresh elements to it like the lettuce and corn. Service is always quick and to the point. read more

Decent food for a ok price. However the lack of staffing is appalling. Dirty store, food all over tables, no drink lids, overflowing garbage cans. Standing in line to order for over 5 minutes with no one to greet you, several people "working" in the back. They can clearly see you but dont even smile or say just a moment. Once greeted the staff was friendly, just pathetic management. How can they let a store represent their brand this way???? read more

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. read more

El Pollo Loco - Double Baja bowl $9.00 - Mexican Near Me - Napa, California

the taste of chicken is excellent, the temperature of foods is just right, the corn is so yummy, the cashier is so nice, just perfect ~ love it!!! read more

Curbside during covid, convenience right? But looks like, not at all. Ordered and gave the time for 2:05pm. There's a text message to let them know once you arrived.. Order came, the guy even said- the straws are there. Orders all tied up in the plastic bag. Trusting them that the orders were complete, I left and ate at the other side of the parking lot. No spoon, fork, or any other utensils to use.. hello?!? How am I suppose to eat my food? No napkins, no single straw! And to top it off, my mashed potato was not even in the bag!! When customers order, please include all the necessary stuff needed to eat. Napkins, utensils, straw! And make sure to double check the orders. Because during these times, where people avoid going down and knowing that El Pollo Loco got their order right and complete, then later when you are ready to eat, all the things that you need are not even there. Would I waste my time going down and asking for the basic stuff and my missing order?? Most likely not! After all, I used the curbside to save time and for my main reason not to go down and deal with people inside the restaurant.. and if you are thinking why not go back by drive thru? Why would I, when the line is so long! By the time I get my utensils and my mashed, all my other food are all cold! Please double check orders and put the basic stuff needed to eat! And I did not spend just 5$ for this curbside! It's $35.82! It's the inconvenience that annoys me so much! When you're expecting that you will be satisfied with your order, it turns out- a BIG fail- just for forgetting simple basic stuff! read more

El Pollo Loco - Mexican Near Me - Napa, California

The cashiers are great and very very friendly. Unfortunately you should do something about the cook that works in the mornings. I overhear her being really rude to the poor cashiers everytime they ask for chicken and she never has her mask on!! This makes me and my family very uncomfortable and the cashiers deserve better than that. Otherwise great delicious food! read more

The food was good, but ther service sub par. They handed us our food, I drove off and found they had forgotten to give us our drinks. We went back for them. When we got to our destination we found they forgot the salsa pico de gallon that comes withe the meal and also the hot sauces we had ordered. Wondering what they're doing for them to not have places my items. read more

Since today is National Fast Food Day, it's appropriate to go to a famous chain that's in both the US&Mexico (it started in Sinaloa) While there's a local restaurant that specifically mentions on their menu that they heat up their orders in the microwave, El Pollo Loco, like the Habit&In-n-Out, smells great because they grill the chicken and shrimp. When it's raining outside, it's spectacular to see an indoor BBQ. I parked in the lot between El Pollo Loco&KFC because the dedicated El Pollo Loco lot gets... loco. I got the mango shrimp platter- it's got shrimp mango tacos, rice&beans with cotija cheese. Pros- Friendly service. They are also accepting donations for Puerto Rico&Mexico, after the hurricane&quake. The shrimp mango platter is fresh&flavorful. It's got lettuce AND cabbage, for you purists, along with avocado slices. I put some Pico Pica sauce at home for additional flavor. The scent of freshly grilling chicken&shrimp. Cons- Their parking lot is a mess. The salsa bar was messy&short on supplies. Again, I had my Pico Pica at home. They seemed understaffed&confused in the kitchen. The cashier was having to do double duty in the kitchen... and there was only one cashier. El Pollo Loco is crazy good! read more

Amazig place my family love it here every thing good food amazig yum. I could eat every day

If I could gave 0 stars I would!! We had couple issues before but nothing big until last week on a Sunday I order the family meal 16 pieces of chicken with 3 sides, the guy who took our order didn't understood, I had to repite few times what I have just said! (if you ear microphone doesn't work you need an update ASAP) got to the window in the drive through they same guy wouldn't speak clear he was mumbling the total until I told him the total was wrong and I couldn't understand what he said, he correct it , then he pass me my order all in one bag ( normally get 2 bags for that big of an order) the handle ripped and the food almost felt to the floor, likely I was able to put it in my car, then realize that normally I get 2 bags for the same order and I check the bag to find out only one container was there with all 16 pieces of chicken in there falling out of the containe, the beans weren't in a plastic bag, they over spill, all the tortillas were all over since the bag was ripen all the way down from the handle, I was so upset as soon as I got home when inside got couple bags and put what was left from the mess I call to complain and the manager she said sorry and to go back for another order, I said no that's unacceptable and she said I could go another day and get the same order she took my info and that they were going to replace my order! I said can you gave me a proof like an email or something So when I go they know and she said no only give your name I will write a note for them! A week past and since it got really hot decided to gave a shot when I call to place the order the lady didn't know about me my order nore there was a note in the office or anything but said it was fine to go! Got there through the drive through and told the guy that I was picking up an order and gave my name, he couldn't find it, I gave my order again got to the window and the girl gave me a total , and I said no wait this it for a replacement for last week I explain again and she had no clue, she close the window and was back and forth whith other employees for 10 minutes she was the third personI have to explain everything again! Finally got my order when home just to find out the forgot to include my salsas! And the chicken was packed good but the chicken was so so so dry that was hard to shew it, the edges were so over cooked seems that they were so mad that I complain that they decided to gave me the leftovers over cooked chicken from the day before! Never again! Pollo loco in Napa is sucks bad customer service bad food! Save you money don't go there !!!Pollo loco in Fairfield is better way better!!! read more

Always come always great but this time it hurt mayne y'all really gave me my favorite item cold had to really put thru in the comal.. THATS TUFF read more

I went to vist this place and the food was AMAZING it was the best food I've ever had eaten in my life

Food was amazing, very tasty and colorfull, really enjoyed the food, great service and quick with taking out orders.

Me gusta la comida y el servicio te tratan bien y la comida siempre es buena y el personal es muy amable

How in the fuck do you ask me for what salsa and dressing I want, then NOT add it to my delivery order? How the fuck do I eat this dry ass chicken and dusty ass salad without those two things? Yall are fucking wack as fuck. read more

Absolutely too spicy for my son. You call this a chicken? Unsure about how tongue friendly it is.

Only my third visit here and would say it is an all right place, not outstanding, but my tostada salad was filling, the price a bit high for fast food salad and drink($9.15) I ordered one of the 'limited' offering tostada salads, with chicken, shrimp and avocado. It also had pinto beans, Mexican rice, fresh salsa and cojita cheese. I arrived right at noon, the order came up in less than 10 minutes, announced by the pager provided. I noticed that the available tables all needed a wipe down, there was spills and finger prints. As the lunchtime rush filled in it seemed like the orders were being filled in a timely manner. A nice modern decor, but it would benefit from some cleaning before the busy time of day. read more

All the reviews are correct...food is ok...but brace yourself for the experience, and be grateful for what you....get.

Good prices , good service and good food just one thing the green salsa is good and mild, but red salsa is way to hot (9) so try , but be warned way hot.this is a good place, you have to try the cheerio's exalent ! read more

Literally almost threw up from eating a spoiled red salsa. So gross, chicken is okay, can be a little over cooked, Mac and cheese is mush, everyone just go buy a rotisserie chicken. read more

Sooooo disappointed, never will comeback to this place I went there today cinco de Mayo and ask for two tacos chicken advocate, both with the most dryer chicken inside my taco , so of course I didn't eat, my husband give me one of his birra taco and same or worst, the fryer tortilla was with little burned chicken, I had been in other pollo locos but the food is totally the opposite of this place. read more

They completely got my order wrong. My burrito had bits of either metal, or whatever, but it was so hard I could not chew it. So I was only able to eat half of it before I could not finish the burrito without eating some unknown substance. I felt sick afterwards. I am never eating here again. read more

Terrible place with terrible service!!!! Cooking chicken and then serving old cold chicken. I ordered extra cheese. Didn't get it. The cashier was rude and her actions and attitude showed that she did not want to be there. Saw cooks with gloves touching ordering screens and not changing gloves. This place is horrible. Too bad, because if they treated their customers right and cooked the food properly it would be a great place to eat. read more

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. read more

El Pollo Loco - Receipt from my visit - Mexican Near Me - Napa, California

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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. read more

Honestly the worst one out of the chain. Several times they're charged us for rice or beans, but when we get home, we find out it's not even in the bag. Some pieces of red chicken, and even rice from the very bottom of the pot, all dry. read more

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. read more

El Pollo Loco - Chicken bone in my taco! - Mexican Near Me - Napa, California

Absolutely delicious food! Fast service,great drive thru & FAST super clean restaurant, helpful staff NOTHING to complain about.

I heart this place. Service is top notch. I never had a problem ordering online, drive thru or inside. Staff is always super nice and personable. I finally was able to put the app on my phone. App is super easy to use too. Whether I forget to use the app or go in the store, I simply scan my receipt and get my points. Food is always super fresh for me. Inside is usually pretty up kept. I go here at least 2-3 times a week. I know, you'd think I'd switch it up a little, but I get the same thing every time. Except when it's lent, lol, it's skrimps. read more

Worst fast food in Napa drive thru takes forever even if you're the only one in line terrible service

This is one of my favorite chains. Sadly despite the fact that this location is rather new. The salsa bar, floors, and tables were all dirty. They must be understaffed because the service was incredibly slow as well. read more

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. read more

I was very disappointed in the service I received at the Napa El Pollo Loco, located on Soscol Ave. We had to wait over 20 minutes for our food to be ready and get by the time we finally got our food it was cold. I was in no way impressed by the taste or the quality of the food. My chicken, sausage, shrimp paella bowl was extremely dried out and cold. My boyfriends burrito had no cilantro in it, which he specifically ordered. They were extremely skimpy on the napkins and I had to return our churros because there was an eyelash sticking out of the end of one. I will not be returning back to this El Pollo Loco again. read more

El Pollo Loco - Taken from an actual booth, located within the El Pollo Loco restaurant, located on Soscol Ave. in South Napa, CA. - Mexican Near Me - Napa, California

If I could I would give this place zero stars. Such rude service from the drive thru girl working tonight!! On 9/24!!!