Came back here and this is my favorite location. Great customer service as always and the food is amazing! Violeta and Elisa were soo kind

I had the nachos. Is this real chicken? Chicken is rubbery and chips are stale every single time. If you want old stale food, this is your spot. read more

The lady employees here are so rude you ask for something they make sure to roll their eyes before giving it to you unless they lie and say they don't have it or you ask for extra sauce and they say there is a charge but they'll always make sure to give some attitude every single time before and it's usually rolling their eyes! read more

Wow, they got super busy after I arrived. That didn't stop Brenda and her team from delivering amazing service not just to me but to everyone in line. I had a large order feeding 6 for the big game. The food was excellent. They gave us all the avocado salsa and cilantro dressing. The salads were generous in size. This is not my regular location but was referred to this one. I'm sold!!! read more

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I'm so sad and disappointed to see their ratings as they deserve a zillion stars. Food is hot and delicious, and prepared with love. Clean and tidy and attitude with all employees is friendly and willing to assist any way they can so that you can enjoy a terrific meal! I sure hope their ratings improve as they are so deserving of the highest Praise and accolades!! Our guac burritos were so scrumptious. Go on the el pollo loco app and earn freebies quickly!! read more

El Pollo Loco - You've arrived!! - Fast Food Near Me - South Pasadena, California

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I don't usually write reviews like this, but my recent experience was frustrating enough that I felt it needed to be shared--especially for others who rely on professionalism and timeliness in their day-to-day. I had an 11:30 AM lunch drop-off scheduled for a client. I placed my order online in advance with a pick-up time of 10:57 AM, allowing plenty of buffer. Unfortunately, the order was over 30 minutes late. I can understand running behind--we all have off days--but that kind of delay is excessive when timing matters, especially in a professional setting. What made this situation worse was witnessing the behavior of the manager, Violet. I had been patient and willing to extend grace until I watched her interact with another customer. This woman had apparently paid extra for something--condiments, perhaps--and was questioning why she was being charged double. Instead of explaining calmly or trying to resolve the issue, Violet's response was to hand the customer her money back with a smirk on her face, clearly amused by the situation. It was dismissive and unprofessional. I work in corporate sales and marketing, where customer experience matters deeply. This was the opposite of good service. I won't be bringing client business here again, and I'll happily drive a few extra miles to a location that values customers and treats them with respect. It's unfortunate. One bad experience cost two customers--myself and the woman who was mistreated. read more

El Pollo Loco - El Pollo Loco on Fair Oaks - Disappointing Experience with Management - Fast Food Near Me - South Pasadena, California

While moving (again! See my previous review) we had to feed a hard working crew quickly. I didn't expect more than convenience, but the food was fresh the flour tortillas, thin and lightly toasted, the chips not too oily. And the chicken? Crazy good. read more

The staffs here are very friendly!! They are welcoming and care about the customers. The food at this location tastes very good!! The parking lot has lots of spots. We are always happy with this El Pollo Loco location. read more

I arrived a half an hour right before closing and they were not allowing any more dine in orders. No problem, I wanted my order to go. They had a special on their app for a taco shell salad for six bucks. The new shell is wider and shallower and the ingredients were delicious. My favorite part is after eating the salad I break apart the taco shell as if they were nachos. read more

This is by far best the best EPL location. Employees are extremely friendly and helpful. The husb and I made an order online without realizing the restaurant was closed early for remodeling. We got there, we let an employee know we made an order. Our order was fulfilled. Other places complain or are straight out rude. Food was great as usual. I get the 3 piece breast and wing, corn tortillas, brocolli, and pinto beans. We usually take our orders to go, but if we need to use the restroom, it is often clean. I don't finish all my food, so I save some of it for lunch. Unlike other EPL stores, I've never had an issue at this location. We kinda go out our way to come to this location, even though we have one close to home, sigh. read more

Food is fine, but the cashier/manager? is friendly only to select customers regardless of the interaction... it seems she's only nice to those who are similar to her. read more

I have tried this location several times and each time I regret it Service is questionable and the workers are not very welcoming. I spent $20 on my salad and drink. Mine didn't look like the picture on this site. The cashier handled the money then went to kitchen to fix food while older staff stood around. I asked for extra pico de Gallo for the salad and she didn't want to give it to me! She said $.84 for two tiny containers what happened to salsa bar help yourself? What a rude ripoff . I didn't get any cheese and the meat was hard and old and I had to throw it away. Very disappointed it's a salad. My avocado was brown and pre cut it was mushy and undesirable. I asked for owner information the girl left me standing there and never gave it to me. Wow. Horrible read more

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Several times going to this location, I feel that the people taking the orders are either distracted or just not paying the best attention. I think to improve, the management could start having the workers REPEAT THE ORDER back to the customer so that things can be good to go before payment is made. I hate to be a person making a negative review but I live far from the spot and things are getting to be expensive for customers nowadays. Hopefully next time this won't happen and I can give them more stars. Completely misunderstood my order. read more

4 stars for the food because it tasted like how el pollo loco is supposed to taste since I've had it maybe 5 years+ ago? 3 stars for the actual place though. It's located in a plaza and the hours on google were wrong. I think google says 10 am but the sign on their door says 11. Went to walk around and came back at 11 with multiple people having come and gone and just waiting for them to open. Opened at roughly 11:10-11:15 Service was fast though. But one bathroom was closed and the other bathroom wouldn't flush read more

First time visiting this Pollo Loco in So Pas, I live near the highland park pollo loco, but I've been very unsatisfied with them. Ordered the pollo bowl, and it was good, the chicken was cooked just right, and the amount was fair. The cashier was nice and welcoming. I was served quickly. I now have another store option when craving pollo loco, I do have drive a little more, but it's totally worth the drive. read more

I normally come to the South Pas location often. The manager (I assume) is like Jekyll and Hyde; some days she is nice and some days she just seems angry. I ordered a burrito and a large bag of chips and asked for 6 salsas to because run out before finishing. She was adamant about only allowing 4 even when I offered to pay extra. I will be going to the Alhambra location going forward. read more

I was in line for at least 20 mins on my lunch break waiting for the one cashier working to take my order, only for her to tell me they're only accepting cash. My entire lunch break basically gone, she gave not one announcement or an update to us waiting in line about this. Now I'm back at work hungry, no food. SMH read more

Don't bother coming to this location if you want your order correct. I ordered the same combo I always order , somehow I receive NO sides with my order that I paid for. I mention to one of the cashiers that im missing something and she turns to one of the cooks and laughs. What's so funny huh ? I felt uncomfortable asking for the food I paid for. read more

Hadn't had El Pollo Loco in a while so I picked it up for dinner tonight. I ordered the 12 pc family meal mixed. The white meat chicken was so dry, even adding the mashed potatoes or extra salsa didn't help. It seemed to be overcooked or sitting for awhile. It was inedible and I had to throw it out. So my 12 pc family meal turned into a 6 pc family meal. read more

Great customer service by Juan the cashier he suggested the meal deal, chicken was hot, fresh and delicious.

I placed an order by mistake at this location, I called to inform them that I placed an order at a different location also and that I needed this transaction reversed/refunded. They promised it would be refunded in 2 business days. To date I have not received my refund. I called a second time and I was told the refund would come through the next day, still nothing. I will call my bank and place a dispute. Very disappointed with Pollo Loco staff and Management. read more

This location is much better and way more organized than the other locations around. I stopped by today to get a salad and pollo bowl. I did a mobile order on the app. They went over my order with me while picking it up and all of my sauces were in the bag including the salad dressing. I'm glad that nothing was missing. It was good service and much more pleasant than the other experiences I've had nearby. read more

Gosh, I hate writing one star reviews. I ordered for pick up and there was a long line. No big deal -- (it was lunch time and one cashier). There was a disgruntled customer ahead of me who left because the cashier was taking awhile. Still no big deal. When I got to the front, the young man was obviously upset that I stood in line "for picking up"and gave me a little attitude. No big deal. (My thought process was there was no sign saying that and honestly there was only one cashier anyways? I didn't care about standing in line as well....) I ordered 2 orders of chicken only 8 pieces which well, with inflation.. the prices are so high without a coupon. Almost 40$ with tax in LA. Still wanted to get it and the south pas location is the closest to me. The thing that got me was that there was no salsa bar-- and hey, we come here for chicken and salsa right? Well, when I asked the cashier if I could have 8 of the small salsas to go-- he was so rude about it. I still ignored him and asked politely stating the our home eats a lot of salsa (which I still think was unnecessary). I told him politely that I don't mind paying for the extra salsa! Still NO. Man, I worked in retail for half of my life and this is what gets me-- you don't have to be my best friend at any spot I purchase food from, but outlandishly rude. I had to review this place. I will have to drive to the east Pasadena location if I ever feel the craving for El Pollo Loco again. And get this, the guy didn't even put tortillas in our order!! read more

The best El Pollo Loco!!!! Service was incredibly friendly and a million times better than any other location I've been too!

The cashier Erick was very friendly and the whole team was welcoming. The store was very clean and well decorated! The chicken was great and as a picky eater I'm glad they got my order correct! I love this place read more

El Pollo Loco - Chicken Tostada and rice - Fast Food Near Me - South Pasadena, California

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Always wonderful customer service and generous portions, all at a fair price. Download the app to get great rewards too!

The workers here are very friendly and the food was good. I'm glad to see they were cleaning a bit more in dining area. Thank you. The dining area is where we sit so when there is grease on the table or food under the seating area, we take notice of that. All in all I like this location. read more

Honestly I love el pollo loco. It's sad to see when a chain like this doesn't have the consistency it should. However, this location is the only one in my area that I will go to. The commonwealth location is horrible. Customer service sucks, they're always out of something and when you want extra anything they look get all shady. This location however has great customer service, they actually fill up the sauces to the top and never hesitate to give you more if you need it. Thanks for being consistent and treating your customers better than other locations read more

Went to Alhambra EPL and they were out of salsa and chicken. Called up this location and they have it. Made the drive and lady (assuming she is the manager) was so friendly and kind. They gave me more salsa and didn't skimp on my food. Despite the extra mile and a half drive vs the Alhambra one, I will come back here again. read more

Ordered a tostada salad and they forgot to put rice and beans. It's all lettuce. The crew of 3 lady's working the line need to do better. Quit gossiping in Spanish and do your job. read more

El Pollo Loco - Tostada salad missing rice and beans. - Fast Food Near Me - South Pasadena, California

Worst service: Tuesday March 5th 2024:@ 11:39am Coming from a manager Violeta, she needs a course in customer service shes has a very rude nasty attitude towards customer service shes not fit to be a manager when it comes with dealing with customer service. read more

Hey guys, I for some reason started to have a hankering for..... wait for it.... a messy delicious bowl of goodness. The chunk's of juicy chicken filled the bowl of beans and rice. The avocado wedges that the staff indulged my bowl with. I was extremely grateful... it made for a enjoyable and somewhat healthier experience. read more

Cashier did not provide a good customer service. Was bother when ask to warm up tortillas. Place was not crowded at that time.

I ordered from here on Postmates yesterday for a family member and everything came super fast, warm, and according to them delicious . I don't eat anything here since they literally have one vegan thing but my family member loves it here and assured it was a great location . I do recommend, especially since I don't like cooking chicken, it's super convenient to order a healthy precooked version :) read more

This is the best El Pollo Loco location of all. First of all the food is always fresh and well served, every time I go I can see employees behind the counter working with great care and try to give you best quality food and service, the cashier Joseph with all respect ask if I need anything else, the manager Brenda was so helpful giving me plates and napkins, I love this place for me is number one, I will like for all the El pollo loco to learn how to serve customers, serve food and treat people read more

Great tasting food, fast friendly service, and made to order. A real treat and I am really pleased by this visit. read more

We just went and order Double Chicken Tostada salad and a Double Protein avocado bowl. to go. We just got home and look at what I got... This is not what I paid for!!! Double Chicken Tostada cane with few price of chicken and a very small amount of salad... The double Avocado bowl came with only 3 prices of avocado... This is a LIP OFF STORE OR WHAT!!!!!! read more

El Pollo Loco - Fast Food Near Me - South Pasadena, California

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This pollo loco has one of the best environment they always decorated with themes or holidays. Cashier Erick was super helpful, he informed on what items the food had with patience and helped me with the rewards system of Pollo Loco. :) read more

Hire more people or Just close the store. This is the second time that I come for lunch and there are only 2 people working 1 tacking orders, prepping orders , giving the orders to the customers and working as a cashier. The other one next to the grill. Dirty tables. A line all the way out... read more

I've visited 3 different times and all 3 times I've had the best customer service experiences! Everyone has been helpful, friendly and always in a good mood! Specially Violeta, she might be the manager because she's always welcoming and making sure my order is correctly packed! I hear the way she so respectfully speaks to the other employees! I hope they are taking good care of her. read more