Dear: drive throught order taker girl, when you are taking an order and attempt to offer chips and guacamole don't say "chips and guack" is best to ask: in addition to your order would you like to add chips and guacamole. Not chips and guack lol Here's a picture of a Burn burrito that I got today via drive through and no fork for my salad. The previous time I order a pozole and got a chicken tortilla soup. read more

El Pollo Loco - Burn birrito - Fast Food Near Me - Tustin, California

they have the very best management and crew!!! and the greatest service!! they make you feel like part of the family! the food hits every time ! keep it up guys! read more

I love that they always give you coupons with the meals. Everyone uses coupons when they order here. The staff is very friendly and the food is very good. They're avocado burrito. It's really delicious. read more

See all

The service is outstanding and the food is healthy and bountiful. Sandra and Erica were very helpful and made sure my meal was correct. Will be back for churro. read more

I couldn't believe the chicken wings I got in a meal I purchased . All the skin was pulled back and the meat was literally missing. There was just a bare bone then the wing part. My first thought was that they take the meat off the meaty part of the wing for their tacos, then use the meat for their tacos. Since the chicken pieces are so skimpy, they probably no one should notice. I'm posting pictures so you can see what I'm talking about. read more

See all

I ordered a family meal and ordered tortillas, my meal came without tortillas, then I called them and the lady I spoke to said " so what do you want me to do" I asked her how am I going to eat this meal without tortillas... horrible service, she should try eating a meal without tortillas... read more

El Pollo Loco Tustin on Newport Avenue/Larwin Square. The food is fair most of the time. My visit 1 week ago, the skin on the chicken was different. It looked like it wasn't fresh and could have been sitting under the heat lamp for a while. The ice machine wasn't working. The tables don't seem to be wiped down in a timely manner. The biggest thing for me is, the lack of people skills by the cashiers. The times I have been there I have never been greeted with a friendly hello and a warm smile. No one ever seems to crack a grin. Bunch of plastic people working there. Owner needs to hire people who are friendlier. The rest of the service is okay read more

I like the food, but they no longer have lemon for the iced tea. Deal breaker for me. McDonalds still offers lemon slices, so I'll have to go there. read more

I have wrote to corporate twice already regarding separate incidents and have NEVER been contacted or even sent a sorry email. Is there anyone even working there? I ordered a 16 piece chicken meal for dinner and it looked and tasted like it was days old/recooked in the microwave. I couldn't even feed my children because it was too hard and dry. TERRIBLE. What happened to this our beloved El Pollo Loco. WORST CUSTOMER SERVICE EVER. read more

pretty good i really like the food and the cashiers were pretty chill and nice i would definitely come here again

Too sad. I've always liked this place. Easy parking, outside patio sitting. Very clean. But the Chicken/Shrimp Tostada was horrible. Shrimp was too salty and chicken very dry. May be I'm being too demanding ? Hopefuly I'll have better luck next time read more

El Pollo Loco - Fast Food Near Me - Tustin, California

See all

Our family will often come here and order takeout for their family dinner deals. It's a good combo that's perfect for my family. 12-14 legs and thighs, tortillas, and 3 large sides. In addition, we will usually order a tortilla salad as well (the double chicken is the way to go - they really do put extra chicken!) The only downside is that we have come here a few times and the chicken has either been too dry or burnt. No thanks, we like eating chicken that still has flavor and isn't completely charred. Gratefully the employees here are understanding and will try their best to accommodate. We do have their rewards system. It's kind of a bummer in that it doesn't work like "cash". It's more of a $10 off regular price. In that case, it's sometimes better to use their coupons- but we'll take what we can get. read more

Being that it's a chain this review is not for the food but for the false advertising in pricing. The menu states the 2pc MEAL breast and wing to be 9.79. I was charged 11.49 +tax and was told the tortillas and the drink is not included in the MEAL price. They also up charge you to a large drink without consent. Like the other reviewers state they forget items as well as I didn't receive the flour tortillas and didn't realize it until I got back to my destination. This was done in the drive thru. read more

I ordered on line 2 items. I item was fine, mine was incomplete and bad. I ordered the Double Chicken Avocado Salad. What I received was burnt chicken, only 1 1/2 slice of avocado, no pico and NO dressing. I called and asked for a manager, Jose said he was the manager. I told him my issue (very nice) asked me to hold then Elena got on the phone. Said she was in charge now. Very Very rude, told her what had happened and she told me to talk to manager on Monday! Mind you this was my dinner for Saturday night. When I told her I could wait for another delivery she continued to raiser her voice then told me to hold and put the phone down and never came back. I spent money to have it delivered and they would not correct the order. ***Update Jose-Manager called me back on Monday (this happened Saturday) But he did try to make it right. Said he was going to discuss this with Elena.*** read more

I stopped going to El Pollo Loco because of the small dry pieces of chicken. It was just not worth driving and paying for chicken that my kids always has complaints about. But everybody needs a second chance. I finally went to El Camino real location in Tustin and guess what!! The chicken pieces were big, juicy and tasty!!! Wow!! What a great comeback! Keep it up Tustin location!!!! read more

Wow. Never been to one. Needed rapido comida. I paid about $6 for 3 street tacos with chicken, cilantro, onions, corn tortillas. Came w a free drink and super hot sauce per my request. I'd definitely return. Glad I didn't fall for TB next door. :) read more

I ordered a 4 piece meal and I got dried up tiny little pieces that taste like crap!!! So disappointing and ridiculous!!! read more

El Pollo Loco - Fast Food Near Me - Tustin, California

This restaurant NEVER fails me. The cashiers are always helpful and friendly. Tonight I bought dinner for my family of 6 from Alexis. He did a fantastic job. In the short time it took me to pack up our favorite salsas, some peppers and lemons, my order was ready (less than 10 min.) I love how they go through the order IN FRONT OF YOU before they bag it up. That solves the possibility of getting home and being unpleasantly surprised that you got the wrong sides or whatever. They also offer paper plates (no dishwashing!). We've had some really bad experiences At Rubio's just across the street. This place blows the socks off them. The food is consistently hot, delicious, quickly served, and the workers here CARE. Wow! That's really all I have to say. Wow! read more

El Pollo Loco - Fast Food Near Me - Tustin, California

See all

How is it that I can place an order; 6-8 others place theirs after wards and they all get their order before me? Was I supposed to give a secret password? Did I order the wrong thing? Does the Classic Chicken Burrito Combo take 25 minutes to make? Had I not been deep in conversation with friends, I wouldn't have noticed how long it took. I finally noticed because we had to be somewhere and I hadn't even started eating - well, I hadn't even been called to pick up my order. My order number was called - No apology. No explanation. Nothing. At least the food was hot. Though it was hot - the chicken was dry. The chips were ok but a little stingy with the portions IMO. Lots of salsa though - from the self serve station. All you can drink from the soda fountain or in my case, iced tea dispenser. Restaurant was clean and there is tons of parking. I'll just have to stick to the location by my work. read more

This is a terrible place. They got our drive through order wrong twice and I went back twice to get it fixed. The second time two of the employees knew I was irritated and kept smirking at me like it was funny. When I asked the young guy what was so funny he got testy, threatened me and challenged me to fight. The manager, who refused to give me his name until the police showed up, was useless. Service there has always been bad but this was a new low. No more for me. Too bad because the food is decent for fast food. read more

They always have fantastic service here and chickens are always cooked right. Will definitely continue going back here. The manager was very friendly too. read more

El Pollo Loco - Fast Food Near Me - Tustin, California

Smallest pieces of chicken possible, meat was dry, almost burnt of perhaps left overs from lunch time...salsa or diced tomatoes, no flavor...sorry, never again! read more

If I could give negative stars on here I would. I came here thinking I would get a satisfying meal, but I was wrong. I order a four-piece meal with two sides. I was not that far from home so there's no reason for the rice to be cold that quick. I asked for cilantro dressing and guacamole salsa. I can't believe one of the guacamole containers literally had no salsa inside. I've never experienced such horrible customer service. This is how they treat first responders wow! read more

El Pollo Loco - Unfilled salsa container - Fast Food Near Me - Tustin, California

I love EPL but this place sold dry, reheated chicken. Terrible.

Not sure why, maybe because I was drive-thru, but they jacked my meal. I ordered from the Under 500 calories menu ... the Double Chicken Avocado salad. Portions were descent, lots of lettuce and even four slices of fresh tasting avocado. Even the portion of the chicken was on the "filling, almost ample" side. However ... the chicken was not cubes of grilled chicken, like in the advertisement. Oh no, it was all shredded chicken. It was so shredded, I couldn't tell what part of the chicken it was from (other than it was from the white meat areas). If you are going to show a photo of a towering salad with juicy chunks or cubes of chicken with grill marks ... then PLEASE ... serve it! Don't bait and switch your patrons ... or we will eat else where. read more

El Pollo Loco - Make sure your chicken looks like this ... or send it back! - Fast Food Near Me - Tustin, California

Enough is enough. I've gone to this location several times and this last time was during lunch rush. Please help me understand how the staff would serve burnt dried chicken durning your lunch rush. It's not like I went at 8:00 in the evening and the staff stopped cooking chicken. During your peek time they served me dried burnt chicken. Try to be mindful managers and remind your staff to serve QUALITY food to your patrons. Remind your staff serve the quality of food you'd expect if you went out and spent money.... read more

Drive thru window needs a lot of work with customer service, the young lady was rude as hell and I tried to ask a question and she just shuts the window in my face and while trying to order she's just trying to rush me and won't even let me speak, I usually have great customer service through the drive thru but whatever young lady they have working up there at this time should Probably stay in the back and cook food or something because she does not know how to treat customers 10/16/20 working around 845 pm, the managers need to speak to her or something because she's rude as hell with her little attitude and just "ok ok ok what else what else what else" before I can even finish a sentence like she's just trying to get you out of there, I can't stand it, very disappointed with the service I received as I come here very often and to be treated like that is annoying as hell, its your job if you don't like it figure something else out to do!! read more

Never. Again. I came here for lunch the other day - BEFORE noon - BEFORE the typical lunch crowd. I was in the drive thru for 28 minutes. No joke. I checked in on Foursquare, which is how I know exactly how long it took. It was 18 minutes before I even ordered my food. And another 10 to get it and leave. The staff was decent as far as friendly, but WOW with taking so long! The chicken in my taco was very chewy and rough as well :( The new spicy chipotle fish taco was ok... the sauce was a little too sweet and not so spicy. read more

I rarely write bad reviews because it can affect someone's business, but there's a point where you feel you need to warn others. It appears I'm not the only one who thinks this el pollo loco sucks. After 6 tostada bowls in a row with gross under cooked, stale, doughy tasting shells and soggy lettuce, this time my bowl wasn't even half way filled. 98% of the time they forget something you asked for only to have to ask again after learning you need to check, every.single.time. because they always forget something, whether it's the salsa, or a side you ordered. read more

El Pollo Loco - 1/2 empty, after I added pico de gallo adding more volume, then the doughy, undercooked, stale shell and soggy lettuce. - Fast Food Near Me - Tustin, California

The food is delicious always hot , fresh and seasoned perfectly. I have a EL Pollo Loco closer to my house but I drive a little further to this location because of the freshness of the food, the quick service and the great customer service that I receive every time I visit this location. It's a quality choice if you're eating fast food not to mention the ability to eat home cook meal without the preparation. Highly Recommend! read more

This El Polo Loco is poorly ran. This is the second this this week that my family has come here and they ran out of chicken. How does a chicken restaurant run out of chicken. That shows poor management and poor planning. Any place of business that is running out of supply and doesnt know their demand shows poor management. I wouldn't expect this from this location but 2x in one week is just unacceptable. You may want to stay away from this location read more

Came here yesterday to try their double chicken salad - the chicken cubes used is old, dry and has no taste. Obviously, a left over and not at all fresh. Aren't fast food stores supposed to rid off left overs from previous day? I used to love this chain but quality of food and service has gone down tremendously Disappointing read more

The. Worst. Pollo. Loco. Ever. Both times we came to eat in this specific branch, all the chickens were dry/overcooked and some were even burnt. This specific branch just does not conform to El Pollo Loco standards. The servers behind the counter were also very stoic and unpleasant. We also got shorted 6 pieces on our order. We ordered a 14 pc combo with 2 large sides and we were given 8 dry pieces. When we let them know of the error, the server on the counter told the guy on the grill (with birthmarks all over his face) that we need 6 more pieces. This guy proceeded to grab some chicken and literally threw them in our container. My husband even asked him "you're not mad, are you?". The guy just kinda shook his head. He was mad. He obviously found it hard to part ways with his mojave desert chicken. If you want El Pollo Loco, DO NOT GO TO THIS BRANCH. read more

I Love el pollo loco. You don't get all the fat from KFC, and its juicy and delicious. Plus you get all the different salsas. I went last night, got the 10 piece family meal (2 large sides) and they double my chicken for only 5. El pollo loco left overs for everyone :-) read more

Well where do I start ! I was use to work in the food industry and I give this a solid 1 1/2 reasons why maybe I'm a little picky or maybe I just know standards ! Walking in they had music blasting I couldn't even hear myself . Next the young man that looked to me as a new team member by the way the girl with the blue hair asking if he knew Spanish while trying to take our order looked clueless if he should answer or take our order . The ice machine was broken , soda machine taste like it hasn't been cleaned in months . Then we got our food the chicken on my double chicken salad was hard , some of it was cold the other part was warm .The bowl which is the tostada was hard not crunchy .We also got nachos really soggy the thigh still looked pink/raw , I know thigh can be tricky to cook but if you have your food handlers it shouldn't be coming out that way . Another we got the abacorado chicken bowl the rice was hard I'm guessing they scooped the rice to where the got the bottom hard part. All Negatives and the scene is dead . Thought it was cause it was around 6pm read more

El Pollo Loco - Hard rice - Fast Food Near Me - Tustin, California

See all

So this past weekend my son asked if we could order El Pollo Loco for dinner and to be quite honest, I didn't want to cook. I pulled up the APP and the closest one was the Jamboree location. I easily placed my order and paid online as well. When I got to the location I didn't realize that i could just go through the drive thru but I went in instead. The team behind the counter was amazing and that is tough with all going on right now. They welcomed me the moment I walked in and the first thing that caught me was the smell. It was heavenly as it smelled clean. It smelled like chicken of course but the place smelled clean and that was a welcoming smell. I went to the counter and my food was ready to go and In a sealed bag. They explained all the items in the bag and thanked me for ordering from their location. It was a seamless and contactless transaction. I was quite pleased. I will be going back soon as this type of customer service at this time is hard to come by. Oh BTW the food was delicious!!!! It was hot and ready to serve and my son was so happy. We had some left over and that night he made little tacos with the leftovers. Thank you!!! read more

Great service and the food is always fresh , the restaurant is always clean , they always greet you with a kind smile

I went to get the cajun shrimp taco, had a BOGO coupon. The shrimp was just ok, taco was filled with shredded cabbage, not that tasty. Interiors were clean and service was fast. Just a standard fast food joint. read more

EXTREMELY POOR CATERING EXPERIENCE: We have used El Pollo Loco for the last few months for one large and a few small catering orders. Service has always been great, we've always been impressed, no issues, etc. This time however, was completely awful! We placed an order Monday 10/19 for pickup on Wednesday 10/21. Tuesday night 10/20 we get a call asking why we haven't picked up the food yet. They said it's scheduled for Tuesday. Our email confirmation and app confirmation both say Wednesday 10/21 as we wanted. When explaining this, the lady on the phone was rude and said it was our fault and she didn't want to remake our food for Wednesday, but to call back in the am to remind them. Yesterday morning we spoke with the manager/supervisor who was also very rude and said "you made us lose $175, I will remake it this time since you've used us before but I will not do this again in the future just so you know". At pickup time, they still would not take ownership of their mistake even AFTER showing them the email confirmation and app confirmation both saying Wednesday 10/21 (pictured here). The manager said "there are starving kids that don't get food because of what you wasted" and that we should have called after ordering to confirm the right date (even though we've never had to do this before as we go by when the confirmation says to pickup like we choose). Such a terrible experience and we will be taking future business elsewhere based on this restaurant's lack of ability to apologize for their mistake or for a system error on their end, and continually making rude comments throughout the encounter, and since the manager said he wouldn't remake food for us if this were to happen again. Very, very disappointed. read more

El Pollo Loco - Proof of ordering on the correct date via email confirmation. - Fast Food Near Me - Tustin, California

See all

Wife went here and bought a family deal with 2 large sides mac and cheese's at the drive thru.. they gave 4 small sides. Clearly not equivalent on the amount you get on the quantity of the large sides. On top of that when you ask for some salsa they give these large salsa containers but has only about a spoonfull of salsa in it. With this type of customer service and blatant disregard on the customer needs.. i am surprised this branch is still open. Go to the alton or newport branch if you want pollo loco.. avoid this branch at all cause. read more