I love El Pollo Loco but they always screw up my order. I pass this one on my way home from work so its very convenient. They always forget something, it could be a dressing, tortilla or something missing. First of all I used a coupon for 10 PC chicken plus tortilla. This girl said that my coupon expired but will still honor it. This is what I get for not paying attention. The place is super busy and I need to get my salsas and wait for my turn in line. When they called that my order is ready, I grabbed my food and didn't check it since i was holding so many things and a lot of people were standing waiting for their food. When i got home, I only got 2 pieces of napkins, I didn't get my pico on the side since they saw me get other sauces and I was missing bags of tortillas. The chicken was so dry. So never again!!!!!! read more

Not good at all . This was My first ever visit to El Polo loco and it was horrible. The staff is rude , they don't even greet u properly. We ordered two ultimate double chicken bowls and a kids meal. The tortillas were not cooked properly. When I told this this to the lady staff , she arrogantly denied saying this is well cooked. My little son Cudnt eat it. I have always heard bad reviews about el polo loco chains but still thought of trying it . My friends were right they are just below standard, below average restaurant. Will never visit again. read more

I understand it's dinner time. It's Sunday. But there are no excuses for a FILTHY dining room and restrooms. And since when was this an extension of someone's dining room at their home? Kids running through here pushing customers out of the way to get salsa, screaming their heads off, tables left stacked with dripping trays, crumbled napkins and rice all over the floor. I'm disgusted at best. read more

We had a bad experience here. We ordered a family meal, and got home to find the order was completely wrong. In addition, the chicken was not cooked thoroughly. The wings had rubbery uncooked skin. I had stopped here about a month ago and was told they were out of chicken (what?). I wish they would get their act together. read more

Normally we really enjoy this location, however lately the quality of chicken hasn't been very good. In fact the last time we were there it was about 5:30 on a Saturday and nobody made the avocado salsa? read more

Bomb loco salad but really dirty store but people were nice!

Stay away from this place! They mess up my order almost every time I go and not once have they ever made it convenient or easy to get refunded. I've never gotten a refund from them before either. I don't like going but I was on that side of town so I decided to go. I get the chicken avocado quesadilla but I don't get chicken (I'm a vegetarian). I asked for extra cilantro sauce and when I got home, I took a bite and to my surprise, there was no cheese and no sauce. Just cabbage and brown avocado. I called and they did nothing to help me or take care of the situation. They can't do refunds over the phone (every place I've worked can do refunds over the phone). I'm not driving to the other side of town to get back what they messed up on. Their mistake and the customer gets screwed every time. When I asked to talk to the managers boss (the manager was very unpleasant) he said she was training so I would have to wait...yeah? Training people to continue to mess up orders. I suggest if you want to be able to actually eat what someone gives you, go to another location or a completely different restaurant all together. I'll never go back. read more

El Pollo Loco - This is the inside. No cheese, no sauce, and brown avocado. What a mess. - Mexican Near Me - Newhall, California

Getting your order right the first time means you get lucky! Ridiculous how drive thru ends up taking 20 min plus because you waste so much time waiting for the order to be right!!! read more

Worst pollo loco location! This place was a mess today, manager didn't know how to handle lots of clients. They didn't have what I ordered, they gave me old and dark meat chicken, not fresh pinto beans and rice. I was shocked! You can tell they were very disorganized and not clean. I love pollo loco but I'm not coming back to this one, I'll will give it a try but not this location. read more

I love to eat Pollo Loco once in a while, tonight I was craving it! So I decided to go pick some up at this location, boy,worst mistake! Waited in the drive thru line for 15 mins, then finally I'm next to order just to be told that they were out of chicken !!...WTH.. How do you run out of chicken during your dinner rush!! And reading from other reviews , it's not the first time! Never again ! I rather drive all the way to C.C , they have way better service! read more

I love EPL's chicken tostada more than I love my own brother, and this location always gets my special requests right (hold the sour cream and cheese). I haven't experienced any particularly long waits at the drive-through, but I usually go outside of lunch rushes. read more

After driving for nearly 8 hours and starving, we chose to eat here for a quick dinner before heading into Los Angeles. I have Celiac which I feel like makes traveling nearly impossible at the worst of times and mildly frustrating at the best of times. Even though El Pollo Loco makes it clear on their website they they don't have a gluten free menu and that cross contamination is a risk, I felt like it was the least of all evils among interstate fast food Fair. Wrong! I asked the order taker if he knew if the rice is gluten free and I got a shoulder shrug. When asked if he could ask the manager, she also gave a shrug and a smirk. I ordered a side salad not realizing it would come with tortilla chips on top, my bad. When asked if I could just get a small bowl of lettuce, the manager rudely leaned over the counter and told me not to do it again! Not sure what she meant cause she'll never see me again. Bottom line is if you have allergies or Celiac here's another unfriendly place you can skip. read more

Harley is adorable!! She is always in a good mood and seems like she has a permanent smile on her face. . Thank you for great service Harley!! read more

I don't know what the issue is at this pollo loco. They never get my order right. I would rather drive 15 minutes away to a different pollo loco. Unfortunately they don't know how to treat their customers either, especially the managers they are Jerks. Don't eat here. read more

I love El Pollo, but this one is not as good as other El Pollo's. Their service is so bad, I now drive 8 miles to another location. Their drive-thur is really slow, and the order is wrong 8 out of 10 times. read more

Great chicken, juicy and hot. Friendly counter guy.

This is the worst service I won't come nack to this place... I have being waiting for my to go for so long...

Worst drive thru customer service! I placed my order and asked for mashed potatoes on the side. As soon as I pull up to the window the lady helping me told me she was out of mashed potatoes for the night. When I ordered two other different sides she closes the window laughs and tells another employee that she told me she couldn't give me mashed potatoes and continues to laugh. I arrived at 9:15 pm they don't close until 10pm. I understand that they wanna go home but giving a customer poor service is ridiculous! I am never going to back to this location. The employees there are rude and lack serious work ethic! read more

First time drive through experience last night. Won't go back. Order missing salad and salsa, service mediocre.

Considering they ask customers if flour or corn tortilla. That is the thing they always forget to put in a take out order. Is it really difficult to work at El Pollo Loco that they can't get this right? read more

While the food may be good the customer service at the time I visited was BAD, feeling disrespected by the manager does not make one feel welcomed or a desire to return. I was in line wait I g to be called, the manager was helping someone and the cashier was also busy, the manager finished with the customer, looked at me, looked around, then looked at me again, turned around and then walked off, pulling his phone out of his holder, all the while the cashier was counting money, refilling the till I would guess, he finishes looks at me asked if I had been helped, I said no and told him that I thought his manager was going to help, but he just left, the cashier turns around and says something to another person, already flustered I walked out and spent my money at another establishment. Not sure what the hell was happening, but this was ridiculous... go there often, maybe time to look for another place to spend my money... read more

This place has by far the worst customer service I've ever experienced, even the manager, Mohommed is an airhead! I went there and ordered around 7 on a Monday evening (understandably their "busy" hours). I made my order through the drive through, the guy in the window with cherry red cheeks repeated it back to me, and as I heard it was correct, I drove to the second window to pay. He asked what kind of salsa I wanted, I told him the green one, (there's only ONE green one). I paid and waited patently for my food. He almost dropped the bag upon handing it to me, and I smiled at him having understood what it's like to work at a fast food place and wanting to move quickly, then I drove off eager to eat my food. I get home and was ready to grub, only to find out that my order was incorrect! Not only was it incorrect, but there was also no green salsa in the bag. I wonder, why do they ask at the window what kind you want if they are not going to personally make sure that it is included? ...I was disappointed, but I turned around and drove back. This time I went into the restaurant, with my bag of food that at this point was cold. I told the girl (Brenda) what was missing from my order and she asked me for a receipt...I was NEVER given one!! I had to speak with the manager and explain the situation, before he corrected the mistake. I explained to him the inconvenience that it caused me, and that I as a business, a restaurant rather, that although they were busy, that they should always double check to make sure everyone gets what they've ordered. He apologized and told me if I came back THE FOLLOWING DAY that he would give me some free chicken legs..Wow I thought. I will never visit that location again. read more