El Pollo Loco Customer Service

Been going to El Pollo Loco for years and the locations near my work are fine, but I try to avoid the El Pollo Loco in Torrance on Hawthorne Blvd. Horrible service, not clean, always has had poor customer service. Today, I had no choice to go to this location. Been waiting 10 minutes for someone to take my order or even acknowledge me standing there and there were three people ahead of me. Don't know how long they had been waiting but two walked out, as did I.

I've been going to El Pollo ever since it opened, only type of fast food I do. I won't be going back. If I wanted to work for you I would fill out an application. Hate the new self serve kiosk. If I'm going to work for you I want benefits and vacation, but since I'm not going to get those benefits I won't be back.

Hello,
I visited your 110 W Ball Road, Anaheim location last Friday. We are teachers and have 45 minutes for lunch, which is reduced for driving time to and from your restaurant. We order ahead to save time. The employees at this location have their backs to customers often. It's difficult to get their attention. I had to go back up to the counter because the sauce for my order was not in my bag. I said excuse me to the person at the counter filling bags. She told me to hold on, never turning to look at me. The cashier was helping another customer. Another employee walked up to the front and I told him I didn't have my sauce for my order. The girl who told me to hold on, turned around finally, rolled her eyes and gave me the sauce. She was the one working the drive-thru at about 11:59 a.m.. This is unacceptable behavior. I am a paying customer frequenting your restaurant. I expect to be treated respectfully. That employee needs to be counseled and trained in the correct way to respectfully help customers. We come to this restaurant almost every Friday.

I often visit the El Pollo Loco on Via Princessa in Santa Clarita, Ca and I must say the place isn't clean. First the outside, should look welcoming, but unfortunately the sidewalk and steps leading into there are filthy! Also, the entrance door is dirty. I know it hasn't been cleaned in a very long time. I've decided not to go there anymore, if no one cares how the entrance look I wonder what it looks like behind the scenes.

Pollo loco In the city of Whittier CA, on Washington Blv.

I was glad to see that their was no cars I the drive tru, I ordered a Double chicken Salad Bowl.
And made it to the window in seconds . And the cashier had my order ready. I love avocado.
I began to check to see if the avocado was fresh, which was not it was stringy and brown and salad was like All over all the same consistency in look.
Then realized that it was made and sitting for who knows how long.
I only ask for avocado. They took my salad and proof to my self that i was getting a fresh made salad. I thought. It took about 7 mins .
The look of the salad way green could to what was handed to me In the 1st place .
I came home to have my Salad . Has soon has I open. The container a smell of fishy old hit my nose.
Old slime chicken.
So Disgusting and gross disappointed I called and ignored me because I only had my Cash app receipt I wasn't given my receipt.
So I am here explaining and looking at all completely entirely double chicken Salad bowl.

I am a loyal customer of El Pollo Loco for 30 years in San Fernando Valley. Over the past 2 years, at some locations they refused to provide Pico De Gallo, as salsa, and it is showing on the menu. I called several times and report to El Pollo Loco customers service, but nothing is done about it. Good food, bad management, bad service.

First, I eat El Pollo at least twice per week for lunch at multiple
Locations throughout the Las Vegas valley. Almost always a great experience. However, my most recent experience experience was extremely disappointing.

Details:
11/11/2023 Dinner shift
Tropicana location in Las Vegas
Had to make three 16 mile trips costing me almost $15 in fuel
Trip 1- Received wrong order
Trip 2- Received sub-standard, extremely dry chicken, shift manager agreed product did not meet El Pollo standards
Trip 3- Returned sub-standard product and was referred to speak with GM "Nancy" on Monday, 11/13.

I will follow up with GM, but this is not the first instance where this location failed to meet the El Pollo Loco standards.

The worker gave me attitude and when I told the manager she gave me attitude as well. They told me as well that my food would be ready at a certain time and then changed the time and told me I had to wait. They also told me "well the first time u ordered ur card got declined" but the girl who told me that made it seem like she said it in a rude way. They shouldn't give me a time and not have my food ready at that time and then still give me their attitude it's not fair to anyone and that is why I am leaving this review so that it doesn't happen to someone else as well.

Great tasting food. However, so salty almost uneatable

Store 3287 is the worst restaurant I ever eat they take for ever to take your order if you ask for them to do your food they you order they get mad one of the employees trou me that salsa tha I ask for it
Customer service don't do nothing to fix they problem poor customer service at this restaurant I feel sorry for the others customers like me

So very disappointed in my order today. I am a huge fan of your restaurant normally but the chicken I purchased today was dry and seemed old. Very disappointing!! We all are feeling the crunch of higher priced food, but to pay the high cost for dry, awful chicken- that's just wrong.

I visited our local Pollo Loco (located in Santa Ana, off Bristol street. Store number 5327) restaurant today and was shocked at how great the staff handled an issue.
As I was pulling into the drive thru, someone with road rage approached my car and was trying to yell at me and my kids. I was in the middle of ordering and this man was going off. We didn't engage and couldn't even hear him because our windows were up, and i was literally ordering.
In the middle of my order, the PL employee, named Shawn (Dé Shawn) asked me to give him a minute. I said sure. Next thing I know, Shawn and his coworker, Victor, come to the drive thru. The asked me if we were okay and if there was something going on. I told them what happened, and they asked if we were ok and if the guy was still there. I told them he had already driven away. They kept looking around making sure the guy didn't come back, then went back in and finished taking my order.
This was SO COURAGEOUS of them!! I felt like they were really concerned about our safety.
I would really like for them to be recognized for their actions.

Hello, I had a negative experience at one of your restaurants and wrote to them. I have not heard anything back and it's very disappointing. They said they would bring it to the attention of the staff and that was the end of it. I would like some sort of compensation considering I spent over $30 on a meal that was awful. I normally love the food from here but will not be back. The case number is 59PPB9

Your commercials for the beef Boris tacos are very misleading. You show juicy, large, well filled tacos. When you buy them, they are dry, skinny and lack filling. Do you not belief in truth in advertising?

I ordered a 12 piece family meal at the store on Winnetka in Canoga Park. When I was handed the bag, the girl at the window did not state that there was a second bag. I drove all the way home to find no chicken. I drove all the way back, where they tried to claim that I had been told to wait for another bag. Not true. The girl at the window (a different one this time) couldn't have cared less when I told her that I was angry. Her comment was that she wasn't the one at the window the first time, so she could do nothing about it. Really? I understand that mistakes happen. A truly reputable company does what it can to try to make it right. How about adding a couple extra pieces of chicken or an extra side? Maybe a drink? When I deal with a company that tries hard to make things right after a mistake, I have no problem with purchasing from them again.

I just came home from getting a burrito, and the bag they gave me with chips, and it is pathetic. There's maybe six chips in there. And the burrito is much smaller than what I would get at a Taqueria. Will not be eating here. If I could send a photo, I would.

on 2/27/2023 @ 4 pm., store # 3482- order #1274- we ordered the two ordered of 8pc chicken, all of them are over cooked burn into black charcoal! most pcs r shrunk into its bones and missing pcs on other order of 8pcs...called customer service, they acted like nothing happen! btw, missing pcs of chicken is regularly with to go order----From Silicon Valley regular three time + more visit customer-

Horrible customer service, nasty attitude, delayed delivery, nonchalant and reckless staff behavior. The staff at from counter should be cleaning the kitchen they don't belong in customer service.

I am a long time customer of El Pollo in Livermore Ca.. For the past two years every time I go there my order is wrong or there are missing items. I stop on my way home from work and I don't live close by. The last incident happened on January 14 at around 6 pm... I spent over 50 dollars for my families dinner and I ordered two orders of churros.. I had a lengthy and in depth conversation with the drive thru employee who could barely speak English . We got the order in and I was charged for two orders of churros among the other items . Upon leavening they drive thru the cashier assured me my order was complete .So I left ... When I got home the churros were not in the order.. I don't understand why this happens time after time ... please take care of this . Thank you

Store #3545 assistance manager she refused to provided me with her name,(relly rude) that all i need to know that she's the only black woman in that location, she also told her manager veronica not to give me my refund back cuz i had a bad attitude after they mess up a simple order after i drive 30min back to the store. Store manager veronica why is doing what other regular associates telling her what to do! The assistance manager also refused to give me her general store manager that i had to call back, also she refused to provide me with her district manager that i could find it on line!

The Mary Ave location in Sunnyvale used to be excellent until Alma left. Now the new manager is very rude to the customers and it's rubbed off onto the employees.
They say they accept EBT, however they say their EBT connection is not working for nearly two months.
There are many seniors, disabled, and very low income that looked forward to a night out once in awhile. Now we go inside and after waiting in line we're greeted with a small sign that says EBT not working, and when asked when it be working, the same rude reply is shot back, "it's being fixed." Then they walk away.

El Pollo Loco is and has always been a pleasant place to dine. However, I had the worst experience while at this location. For starters the dining area floor was dirty, the soda machine had no carbonation. This issues was known and acknowledged by the employees yet they still charged customers for soda. The explanation given was that they were waiting for service for the machine. Additionally the female (manager?) cook who was making the food was on a personal call on her cell phone (with an ear piece) and had her cell phone lying on the counter were food was being prepped (extremely unsanitary). Two other customers noticed the same issues as I and we spoke about them. This location is an embarrassment to the brand and the employees working here need additional training with respect to customer service, work ethic and professionalism. 0 Stars

The El Pollo Loco restaurant on Hawthorne Boulevard in Torrance is the worst run place. One evening at 6:00 the manager closed the whole restaurant and refused to serve us. Today we tried again. We drove through. They would only accept cash. We ordered 4 classic chicken burrritos and paid $20.98. When we decided to eat our burritos tonight we found out they gave us BRC burritos instead! I think the employees were conning the customers. I love your food but we will not be returning. Please look into the mismanagement of this store.

Lobby closed at Palm ave and 16th sts so I had to go thru drive thru to get my online order.they forgot 2 items and then of course I have to sit they drive thru line while my food gets cold.bad bad service.then they tell me they don't have the unsweetened tea I ordered.
Your employees show no empathy at all.finally decided to give your "chain" a chance.... Once and done.

Every time I go they forget something in my order or mess something up. I always let them know so they can fix it, but I went in today and they told me that I have to check my order before leaving from now on because they can't keep replacing my items. The girl that was helping me even went as far to say that they will be looking into the issue to see why they always mess up my order since it's a chronic issue with just me apparently and to see if I'm the issue or if it is them messing up. I don't feel as though I should have to check my order before leaving, I should be able to have faith that you did your job properly and my order is correct. It's your job to make sure you're putting everything in the bag before you give it to me. I understand that people mess up, but for it to be a constant issue and then accuse me of being the issue is ridiculous. This is at the Pomona location by Winco and I spoke to Ericka today.

All employees are Really friendly