El Pollo Loco customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from El Pollo Loco.

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18
Dec

Posted by Santa


on 12/18/22 at 7:23PM

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!

23
Apr

Posted by FedUP customer


on 4/23/21 at 8:46PM

Shame on you El Pollo Loco! I have tried NUMEROUS times to correct an issue YOU caused and when the manager at the Arizona location on Bell and 5th street stopped returning my calls, while he was pretending to be someone else, I realized I was gonna have to contact the corporate office. I did so 7 days ago and still HAVE NOT HEARD FROM ANYONE! Is this a professional business?

21
Apr

Posted by Need your Help


on 4/21/21 at 7:31PM

This is a concerned customer of knowing who to contact there at the Corporate Office in Costa Mesa. I took a Bad fall at a Pollo Loco store. And still have not heard back from anyone. Cut and bruised Very sore all over.

20
Apr

Posted by Kathy L


on 4/20/21 at 8:41AM

Made a online order after becoming a member on 4/8/2021. Order number 2113448409 from a newer location in Apple Valley CA.Went and picked up the order and when we got back to work to eat lunch we didn't get what we ordered. Ordered a double Protein Avocado Pollo fit bowl . Order of guac. Two churros and also a double chicken avocado salad. Did not get what we ordered. got two salads no extra gauc. The dressings were also not correct. And the chicken was old and dried out. I called and notified them and they asked if I could come back. Not sure how that was possible since I was working at a medical group. The manager Bonnie said she would put a slip in her office so I could come pickup the fit bowl anytime. Also contacted the customer service on their website and was sent an email the next day saying they would contact me within 2 business days. I haven't heard from anyone.

14
Apr

Posted by Anonymous


on 4/14/21 at 5:05PM

I have tried twice to use your online order system. When I try to create an account and get to the location I want to use, the only choices are in Southern California. I want to use the location on Herndon Ave in Clovis, CA. Very disappointing.

22
Mar

Posted by Baddmabbajabba


on 3/22/21 at 8:01PM

I visited a Pollo Loco on 3290 West Shaw in Fresno. Such a horrible experience. The short manager was working hard, the 2 drive through employees were doing what they had to do to get orders filled, and the first longed haird guy still helped customers even though he clocked out. However the other long haired guy . . he was so very rude. He talked about a customer IN FRONT OF HER! He had no consideration that the lobby had maybe 8 customers and we could hear everything he said. He used the F word several times. Very unprofessional.

24
Feb

Posted by Anonymous


on 2/24/21 at 7:44PM

I visited the Yorba Linda El Pollo Loco store and ordered a 10 piece meal to take home. ALL the pieces were cooked / burned with NO moisture left in them. Please avoid this locations because multiple time the quality is not there; staff needs better training and better management.

11
Feb

Posted by Ponce


on 2/11/21 at 10:35PM

I went into the Pollo loco at Laurel Canyon in Pacoima and I ordered a 10-piece and what I got was burnt to a crisp black. I went back and I told him about it they took it back and when I got home I realized they gave me the same burnt pieces again. That wasn't cool

04
Feb

Posted by Lady in AZ


on 2/4/21 at 11:34AM

Please Consider Kingman Az For A Future
El Pollo Loco. We Are A Growing Town. Need A Chicken Restaurant

15
Jan

Posted by steve


on 1/15/21 at 2:33PM

i will no longer be bringing my business to El Pollo Loco based on the horrible, incompetent service received at the Stephanie Street Location in Henderson, NV
after not receiving my tamales 2x in a row and complaining to the manager, the manager's attitude was unprofessional and rude!!! I spend $25-30 on average at each visit to be treated with no respect and being spoken to rudely warrants my business to be shifted to another establishment.

12
Jan

Posted by Anonymous


on 1/12/21 at 2:52PM

Victoria and Fifth streets in Oxnard CA. First horrible food I have ever had there. Chicken and the entire 2 utlimate double chicken toastadas were cold. Go there all the time. Sorry this is happening to you.

06
Jan

Posted by Dolores


on 1/6/21 at 7:32PM

Hello.
I am so upset with the service your location Store#6032
11928 Garvey Ave.
El Monte, Ca 91732.
I ordered my meal for my family @6:37 PM. I had to stand for more than 30 minutes for my meal. I was never told to wait, or acknowledged about what was the problem, I stood waiting standing in your store I am a 52 year old disabled person. And I wasn't even given my order and since the long wait my food was absolutely cold. I will never eat at your place of business. I as deeply sadden by the awful customer service that is displayed at that location.
Thank you for your time.
D. Hernandez

20
Oct

Posted by Anonymous


on 10/20/20 at 9:41AM

I ORDER THROUGH THE EL POLLO LOCO APP. MY ORDER NEVER WAS DELIVERED FOR MY 95 year Mom. The refund my Mom is owed is $28.14. I talked with the manager of my local El pollo, after over 2 hours "Janet" the manager said it was not pick up, I had to cancelled I was promised about 45 mins ETA, THE FOOD NEVER LEFT THE RESTAURANT, I I called back and cancelled, I had to replace via DoorDash or Uber to get Mom food after almost 3 hours, PLEASE REFUND MY MOM's Money of $28.14. The bad part of this I have contacted el pollo loco customer service line on 877 375-4968 on 3 occasions, the first time on September 6, I did not get their name, she Romisenme someone will soon contact me via phone oe email, no call, The 2nd time on 9/19, I talked with Kim she said the same, My last contact I talked with Gabriel, he found all of my contacts I have made, and he promise someone send GIFT CARD AND MY MOM's refund. I can not believe this is how El Pollo Loco operates, anytime there is an problem with DoorDash or Uber eats they investigate and I am usually refund almost immediately, I know I order a lot. My email is:
[email protected]

24
Jul

Posted by Anonymous


on 7/24/20 at 3:25AM

The Montclair, CA, El Pollo Loco should be avoided. This establishment regularly gets orders INCORRECT and just as regularly serves burnt, black, dry chicken. They just do not care about the quality of their food. You will be very disappointed with what you spend your hard-earned money on at this place. I became ill after eating two pieces of chicken from my last...and I mean LAST order from this place.

12
Aug

Posted by Maria


on 8/12/19 at 11:02PM

Hi, I made a formal complaint about the el pollo loco on Ventura bl and Corben. (Woodland hills).

The (sewer smell) inside the restaurant is disgusting it could potentially CONTAMINATE the food.

I'm the one also made a complaint about your manager (Maria) who refused to cook the chicken a bit longer.

I told her that I have (digestive issues) and my food had to be well done.

She also refused to let a teen kid go (pee) if he didn't purchase something.

I told her to pretend the kid was with me and to let him use the bathroom.

I just spent $15.00 at that very moment.

The Maria Manager is a horrible person.



Ok someone responded to my complaint and told me to come to this site.

21
Jul

Posted by unhappychicken


on 7/21/19 at 1:09PM

I vivited El Pollo Loco located at !201 S. Beach Blvd. Anaheim, Ca 92804. corner of Ball and Beach Blvd. I ordered double Chicken tostada salad and burrito classic combo no beans. We were going to eat our food there after looking at the tables that weren't cleaned off we decided to take our food home. While observing my husbands salad he noticed that there was no double chicken on it so he asked the person to put some more chicken on the salad. We then left took food home to eat . I found out my chicken burrito had no chicken in it and it was a smallerburrito than normal I guess because no meat was in it.. At first I wasn't going to take it back but my husband went to eat his salad and the chicken was hard as a rock like it was old. So I took both of our orders back to let them know that we weren't satisfied and the reason why.I told the cashier first and then she had the manager speak to me. He started by not apologizing for my inconvenience as well as the poor preparation of food. He proceeded to tell me like i was irritating him they can remake the food. I told him my husband is upset and he just wants his money back, Again irritated he said he would do it this time only. I then said he probably wont have to worry because of his attitude I wont return to this franchise. He said good. I said that's not the way to handle customer service especially being a manager. Never throughout our conversation did he say I apologize or was sorry. I go to El Pollo Loco 2 to 3 times a week between myself and or my husband. I like El Pollo Loco but todays experience for lack of better words was handled unprofessionally.My husband and I eat out allot so we are aware that sometimes things happen but the main goal is to resolve customers issues in a manner that they feel satisfied or compensated properly when they leave neither of those was accomplished on todays visit. I also am an El Pollo loco rewards members in which we have used at least $30-40 from how much we spend with your company. The manager I spoke to today was Luis and he didn't make me a happy customer nor my husband. I will attempt to reach out to corporate on tomorrow as this is Sunday. Luis was the manager on duty chk # 899 at 12:22 pm

19
Jul

Posted by Anonymous


on 7/19/19 at 7:48PM

Cool food, extremely rude service when I telephoned. Stated the dissatisfaction of cold chicken, she checked with the cook, and insisted it was in fact warm.
Telephone operator hung up the telephone when I requested her name.
Called again spoke to Fidel, store manager. Not very helpful.
Store 5905
800 Sepulveda Blvd.
Manhattan Beach Ca 90266

29
Jun

Posted by Anonymous


on 6/29/19 at 1:19PM

We had those most Pleasant experience at your Pollo Loco on Washington Blvd in the city of Whittier this pass Thursday...we go there at least once a week if not more with our grandchildren.....never again will we go there again.....There was a man drinking beer in an open container Out on the patio, then the most filthy man came in and was just sitting around at different tables.......do I want my children sitting there and eating after he had been at the tables?? No Manager ever came out to say anything....on that particular afternoon the restaurant was not that busy and all the employees at that time saw this man come in and out of your establishment....I'm letting everyone on my social media know about this situation and to make sure they stay away from this Pollo Loco.....

08
Apr

Posted by LadyG


on 4/8/19 at 6:18AM

I am a frequent purchase at store #3804 in Beford. At least 2x week or more. This location has consistently gotten orders WRONG! Always missing something. These kids have no respect for the dine in patrons. LOUD, Cursing and goofing around. No wonder the orders are wrong. I will seriously consider returning.

30
Mar

Posted by Anonymous


on 3/30/19 at 3:03PM

I work by the el Pollo loco in Carson, but I live in long beach ca.this is the second time I have ordered from the one in Carson, both time the order was wrong, food not good. Last time they had ran out of lots of things, such as chips, cabbage. today cut the cake, I ordered a chicken burrito with only meat beans an cheese sour cream an guacamole.in big writing I stated NO RICE. it was full of rice, no cheese, no sour cream, an no guacamole, an no beans, very dry, I gave up ten dollars an got nothing. in long beach I have never had this problem, food always good, I will never eat at this one in carson ca again

14
Mar

Posted by Javiel


on 3/14/19 at 3:53PM

Hello.we need a pollo loco in the city of surprise. On Waddell & Dysart. All the other locations are too far thank you very much.

13
Oct

Posted by 184 LEONOR B


on 10/13/18 at 4:29PM

I enjoy the chicken and tortillas.

BUT... i get consistently WRONG side orders at drive thru this time beans were entered and served, instead of the rice i ordered. I was extremely dissatisfied when I arrived home and it spoiled what i had to eat. Can I get a replacement of the CORRECT order??

14
Apr

Posted by Anonymous


on 4/14/18 at 12:17PM

Dear El,

Recently you offered a 2 for 1 burrito on line. When I went to my app to obtain the special I discovered that the offer was only good for April 5th.
BAD MARKETING!
Please don't waste my time with offers that are limited to the day or in other ways without telling me this info as part of the offer. All this does is irritate me when I take the time to go on the app to redeem the offer and discover that it is not available anymore. This is an excellent way of losing customers and having them cancel participation in the membership.
Jim Cole, disappointed customer.

07
Apr

Posted by Never Again!


on 4/7/18 at 7:58AM

I tried to order a 12 piece family meal by phone at store #6122 in lancaster CA. store they told me they were to busy to take my order by phone to order on line, when I placed my order of a 12 mixed piece meal online I tried to use my coupon that should have reduced the price to $23.00 but your web sight would not allow me to use the coupon online, whenever I ask the manager to deduct the coupon amount she said she did not know how to , so I asked her to cancel my order and refund my credit card she had to ask her manager and disappeared for around 10 minuets why all the other employee looked at me a shook there heads and laughed , so I finally called the store why I was still waiting inside and ask the manager to please come back out to the counter to let me know what is going on , I think she said her manager was on the way but there was nothing she could do to refund my money, wye all the employees were still watching us and laughing! What great Managment

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