First i understand that due to the pandemic everywhere is understaff and believe me i try to be very pacient with this issue but this time was too much i order online and when i arrived to the restaurant the doors were closed with a sign that the lobby was closed but ok to pick online orders so i wait paciently for like 10 min, after a while they just pointed to the drive thru so after 45 min of the supposed "ready to pick up time" we pick our order all sweety probably for been ready 45 min ago and missing a drink and when we ask for it they gave a bit of attitude and after reading the receipt, they realized that yes of course we were missing a drink. Belive me if i didn't pay for it in advance i wouldn't wait, so a recomendation if your not able to fulfill your customers online services just put not for this location or the choice to cancel the order. read more

Have to say I agree with another yelper 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. read more

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. read more

These Workers at this store in Napa ALWAYS leave out ether one or two items out of our order EVERY TIME! They suck at their Job.

When I went to in the drive through we order chicken and black beans but when we went to the window they gave us the Pinto beans this has happened many times read more

Chicken was good. But they gave me the wrong side. I did say coleslaw twice but i got brocoli. And that was after waiting in the drivethrough for about 20 mins. read more

What a rip off!! 8 piece chicken they gave me 4 chicken wings..... not happy thiven punks. Do not go here they will take advantage of you... read more

Hugely disappointed. I had noticed their own El Pollo Loco app now offer delivery, which was going to be perfect since my family and I love this restaurant... I was hoping to surprise the family and have lunch arrive today, a small pick me up in these crazy times. Unfortunately over an hour later after I finally called, passed a delivery time in which my order was guaranteed.my order had been sitting there on the counter with no delivery person to bring it to me, kids ask him when are foods going to be here so we can have lunch. I try to cancel my order online and the app tells me to call the soscol location where I placed my order. I get on the phone I'm placed on and off hold for 10 minutes saying they can't refund me my money, they won't refund me my delivery fee and tip even if I come pick up my own food. They told me to cancel through the app, twice I repeated myself- I cannot cancel through the app because it tells me to call them! More and more I become frustrated, next they give me a 800 number to call. I get on the phone with a man who tells me I need to submit a report, to request to get my money back for food that I had never received. Then leader ship would review my claim and get back to me. Here I am Two hours after I placed my order, still have not received it and still have not received my refund. To me this is an excusable I get a receipt right there. They could have run the card, turned around looked up the receipt number for the transaction avoided it and probably could've avoided this whole thing... Doesn't matter regardless is they will total jerks about it knew nothing about what they were talking about the whole entire time. And here we are paying for meal that isn't even being placed in our hands. read more

Chicken VERY dry (overcooked) each of the past 3 times we have eaten there. I notice others have complained about the dryness. Service is very slow. Tables are covered with past customers uneaten food. The same complaints are made repeatedly but nothing improves. We won't be back. read more

I read a lot of reviews about this spot and noticed that a lot of people complained about the chicken being dry. I've been here several times and my chicken was dry only once, but since I ordered a salad with a creamy dressing, I was able to make work. I like the fact that they have a salsa bar and other toppings like cilantro, lemons, etc. and the best part is that you can take as much as you like. I'm giving this place 4 stars because: 1. Short wait 2. Plenty of seating 3. Service has been great the numerous times i've been to this exact location 4. It is very clean (even the bathrooms) read more

Walked up to the restaurant doors and they were locked - no worries, the restaurant was closed. As we got into the car to go through the drive thru, I notice another car pulled up and customers got out and walked up to the restaurant doors as well. By this point we've placed our order and drove up to the window. As we're waiting to pay, I notice those customers who arrived after us are standing at the drive thru. Why one star - safety issue. To have standing customers at a designated drive thru. There are obviously moving vehicles (there was a car behind ours), so to consciously help customers while there are vehicles in front and behind them. Secondly, while we're waiting for our order, Cinthia (I looked at her tag and her name was spelled with an "i"), decides to help the standing customers at the drive thru window while we're still being helped. After I made a comment about the situation, Cinthia with an "i" then tries to tell me "they're ordering because the restaurant is closed" and even passes a nasty look my way. I responded "I know, we walked up the doors too and saw they were locked, so we got in our car." The gal actually working the drive thru couldn't pass us our change or our food without Cinthia blocking her. This isn't Taco Bell in Pacifica with a specified walk up window. read more

Ridiculous. Employees have no training! They do not even know info on menu items. Only one person in front of us in the drive through. Not even a little customer service, friendly smile or anything that would make us return to this location. We love Pollo Loco. But this location is pathetic. They were so slow. The girl taking the orders took the next few people complete orders before even receiving our payment. The other employees inside are walking around doing nothing much but taking up space. I guess no one had a job they cared to do. Worst experience ever. I do not recommend ever coming here if you want a pleasant experience. 9/3/17 approx 12:30 pm read more

Never ever again worst food ever. Everything was bland I ordered the avocado chicken taco so the sauce had no flavor 1 piece of cilantro I tiny tiny piece of avocado and 3 small pieces shredded chicken and soggy nasty shell. Kids got crunchy taco and a few pieces of meat and a heap of lettuce and a little cheese again bland. For the price I expected better. read more

Okay the food is always amazing, yummy and fresh. I love the friendly service you people are amazing thanks keep it up

My husband and I went in an ordered lunch, my husband ordered a chicken burrito, his burrito had no chicken in it at all he took it back and asked to please have a chicken burrito with no cheese , it took about 10 minutes they gave him another burrito and it was just maybe four pieces of chicken and cheese , so he pulled the chicken out and put it in the original burrito that had no chicken and ate it , he was still hungry so he went back and ordered a chicken taco , I wish I would have taken a picture that chicken taco had 2 pieces of chicken and the rest was just lettuce I took it to the counter and I complained and I said I wanted my money back they called me a wetty and mumbled some other trash in Spanish!! we will never return to this place !! it's horrible!! And the help is rude and ignorant. Sorry if this post is a mess I'm typing it in the car! read more

Fast food? Ha! Been in the drive-thru line for 30 minutes and there were only 3 cars ahead of me.

all environmentally damaging plastic & styrofoam containers & untentils disgusting read more

This place is hit or miss ! The last few times I came here my chicken was Dry !! And it got even dryer within a mater of hours .Customer service is so-so ! I've gotten really good chicken from them in the past, maybe twice, there rice is HORRIBLE...love there sour cream and salsa...There food is Over priced, drinks are really good. I wouldn't waste my time coming here, unless you have time to wait, for "Cooked to Order Chicken "....smgdh..No pics to post, not even worth posting. read more

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. read more

The cashier today was a complete jerk to my family and I. He wouldn't even listen to me when I asked him for more salsa and he ignored me.. I'll never come back! And the food was horrible I had nothing but fat pieces in my taco salad the salsa was soggy tomatoes creamy cilantro wasn't even creamy creamy cilantro. The chicken wings were so tiny and undercooked. read more

Ate there 2 weeks ago. No meat on the chicken, very dry. Pinto beans came in a little container filled with water. Menu was filled with steak options but when i went to order steak I was told they had no steak and that it was a old sign... disappointing... This place sucks at best. Napa wasted their time on this place. And its way over priced. Wish it would turn into a Chicken express, Chicken express would put this place to shame. read more

It's decent food, but you definitely get ripped off. Got an avocado salad and only got one slice of avocado. They also barely put any meat or shrimp. read more

Went for lunch and ordered a burrito. I waited 30 minutes, then went back to the register and asked for a refund. The lady at the register was nice and props to her for handling a disgruntled customer prior to my refund. I was not the only one without food after such time had elapsed, however my situation must have been less urgent because another patron had cut the long line and demanded an explanation as to the tardiness of his order, and he wasn't using words becoming of a gentlemen. 1 star for pollo loco, the other unsatisfied customer should get zero stars as a human being, although I do sympathize with his hunger. read more

Twice now going through drive through and filled the order wrong or forgot to put some orders in! Ugh. This time I called them and they told me that the rest of the order is on the table and that they forgot and wanted me to go back. I said, you must be joking! Anyhow, will not be going back here ever again. read more

It took them 35 mins to make a FUCKING SALAD. total bullshit. And the chicken is dry as fuck. Skip this place.

Marinated, grilled chicken... It was good! Tastes like every other Pollo Loco I've been to.

I own some stock, down 50%. Tried to eat there today in napa. Middle of lunch hour, one person taking orders, no staff, walked out to another place after standing in line for 10 minutes, while one customer was getting his order figured out. read more

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

The worst Quesadilla I have ever had. The tortilla was burnt and tough to chew. The chicken was burnt and tough. I ordered guacamole and when we got home I discovered there was none. My wife's salad was OK but I threw my food away after eating about 1/3 of the quesadilla. I would not recommend this place to anyone. It was expensive and the food was terrible. read more

My wife went here, liked it and suggested I should try this place. Now I know going in, it's a chain and a franchise chain at that. So I wasn't expecting too much, but being fairly new, maybe my wife might have a good point and I went in with an open mind. That is until I saw how dirty this place was. Bits of food on the tables, floor had quite a bit of litter on it and the salsa bar hadn't been wiped down in awhile. Which is good I guess as the food took "awhile" to get there. The foods was ok at best but generally below good fast food. This all points to management's poor leadership. Poor employee training, obviously not enough support to keep the operational side going well. Good work Napa! Went for the lowest common denominator. Why would I expect any different? Skip this place. read more

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. read more

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! read more

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. read more

I just tried El Pollo Loco for the first time....... and I was SO impressed! The service was fast and the man who took my order had a sweet voice that made me feel comfortable to take my time as I decided what I was going to order. (Usually I feel rushed and feel the worker is acting nice just because it is there job to be nice.... but this man was genuine). When I received my food, the plate was really beautiful~ so colorful and fresh. And the chicken was ABSOLUTELY delicious so moist and full of flavor!* The creamy cilantro dressing WAS BETTER THEN RANCH! Everyone has to try it! SoSo very impressed for fast food, Mexican food is delicious... and El Pollo Loco was awesome- I will be visiting again as soon as possible! From the service to the food this restaurant gets as many stars possible****** read more

It gets three stars because food is heated in microwave . Parking lots and drive thru are horrendous . Mac and cheese is not real Mac and cheese is packaged up and sent over border just like in -n-out read more

I have been coming to this location since it opened and to be honest things had been hit or miss in every area. I kept coming back because it was never drastic enough to warrant never coming again. However, I did come in one evening and there was a young man cooking at the time. I noticed that Fernando, who had been cooking the last several times I was there was at the cashier window. The chicken was always consistently cooked and juicy when he was at the grill so I made the comment that he needs to be cooking and not at the cash register. Long story short, I get the chicken cooked by the young man and it was not fully cooked. I brought the chicken back to let them know and was horrified when he took the chicken from me and put it back on the grill. I went to Fernando and asked why he was doing that and he immediately went and removed the chicken from the grill and apologized profusely. Had this been my first time coming in I would have never returned again. However, it was immediately taken care of by Fernando and I was assured that it would never happen again. Since then I will look into the door to see if Fernando is cooking and if he is not I will not enter. I come often with my mother and he is always concerned about the quality and makes sure that we are happy. Without that I would never return. Along with Fernando, I am always greeted by and taken care of by Angelica and Bri, a young woman that has been there from the start. Without their care and concern this would be a very different review. The way they handled the initial situation and have made sure to make sure each experience since then has been without incident has given me the confidence to continue to return. read more

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

We were very disappointed today as we have been to other El Pollo Loco's and enjoyed it. The chicken was shriveled up and dry, like jerky. There were maybe two bites that you could eat per piece not to mention they were the smallest pieces we've seen. You could tell the chicken was not fresh at all. So disappointed! read more

My go-to!!! Love this place and their staff. Laura and Angie are my favorites! On top of their great customer service, they recommended their app and now I can save money because of it! Place is usually pretty busy but they always inform you ahead of time if there is a wait and thank you for waiting. Usually very clean. Not to mention the best part, their chicken avocado quesadilla! Definitely recommend this place! read more

I just endured the worst experience EVER of any so-called 'fast food' chain at this restaurant. Having been there several times before, I know that they are usually busy from noon to 1pm, I arrived at 11:50 am. My order was taken at 12:03 pm. After 20 minutes, I noticed that orders that were placed after mine were being called. At 25 minutes, I asked the manager what was going on? She stated that they were short staffed and she would get my order up right away. After nearly 35 minutes, I received my order. This is appalling! I sure hope the owner (Joseph Rubin) sees this. He has a serious problem on his hands. I will probably never go there again and I will surely tell my friends to do the same. The sad part is, I really enjoy their food. Guess I'll have to get my fix elsewhere. read more