El Pollo Loco

I went to this pollo loco to get my wing lovers special and without any back talk, the Hispanic lady manager said «coming right up».
That wasn’t the best part it was when I asked the back lady cook by any chance do u have any fried serranos? She said I can make u some, that’s when I said omg I’m about enjoy my food tonight. The night crew knows what customer service means to someone like when I’m working hard at night shift. I love to stop by my P. Loco and get get my favorite meal.
Thank you wonderful night crew u gals are the best

Worst El Pollo loco you will find. Every time I come here they get my order wrong… I order the same thing every time. If you order more than one thing be prepared to come back to get it fixed. I ordered a burrito and they gave me a two piece meal with a side. Wtf… My mac and cheese is luke warm most of the time. I’ve only had my Mac and cheese come out got a handful of times. I’ve come here more than 10 times. I wanted to give this place a chance because it’s so convenient. I always use the drive thru. Sometimes it’s quick sometimes it takes way too long.

Hey el pollo loco you should learn to not give out black avocados in salads. That’s gross would have been great though

awful. If only we could review with NO stars. I’ve given this EPL multiple chances. The drive-​thru service is AWFUL. they NEVER get the order right. I’ve called and spoken with the manager to request that her staff check the order prior to letting it out the window (this was about two weeks ago, based on a recent review, I don’t think that any additional training has been done).
The restaurant needs to understand that if a person is requesting a special order to exclude an item it could be due a food allergy.

If You Do Go
Don’t Go Through The Drive Through.
I Ordered A Burrito With No Cabbage,
Since I am allergic to cabbage.
I Get My Burrito And Realize It Dosent Have The «Special» sticker on the packaging like it does if you ask for, say, no cabbage or, extra beans. I open the burrito and realized that it was STOCKED with cabbage
What a mistake
Go inside
Not the drive through.

20 mins. I waited 20 minutes in drive thru. And of course, they forgot to put an item in my bag so I had to park, walk in and ask for the item. Total time: 25mins to get dinner .
I haaaaaate having to come here. I come here when I’ve exhausted all my options on what to eat that’s close to home. There’s about 20 options around me and this place and McDonald’s are neck and neck for last place. Your service is equal to McDonald’s garbage food. I’ve never not had an issue at this location. Get your act together!
I

Every time I visit this location I have a great experience. The customer service is always amazing, and the food is always cooked fresh!

Pretty decent.
The drive-​thru service is always slow but they keep the inside clean and the food is always hot!

HOW DO YOU RUN OUT OF CHICKEN AT THIS PLACE AND STILL GIVE an ATTITUDE TO CUSTOMERS FOR ASKING FOR CHICKEN and the best part is they use the bag full of food while cleaning their boogers and give it to customers. I wish I can give a negative star but I can’t so they get a 1 for unsanitary

Place is just run down, not clean, makes you think twice about eating here.

we came to this pollo loco and walked into only have them YELL at us that they’re closed. Hey guys, LOCK YOUR DOORS! Drive thru was open for an hour 10−11pm. Then we went thru drive thru. Asked for an avocado salad and a chicken breast. What did the the drive thru woman say? «We have no chicken right now. We just had a big order.» WTF. There are three cars in front of us. I saw that they all got small bags handed to them. Just tell me that you are not prepared to serve within the hour of closing. Don’t lie to me. Just saw the drive thru ladies name. Her name is Blanca. HORRIBLE SERVICE. WONT BE COMING BACK. WOULD RATHER HAVE FAST FOOD BURGER THAN BEING LIED TO.

This place is the absolute worst! I go here 3 — 4 x per week and they NEVER get your order right when using the drive thru, NEVER! Don’t leave without checking your order. The customer experience is horrible. They can’t hear you because of the freeway noise so your order is alway wrong. It’s not the cashier’s fault.
If ELP cared about the customer experience they would put a tarp on the fence or build a wall. If you ask for certain type of salsa you will never get what you asked for. There is no pride here, the orders are messy and the throw everything in the bowl or the foil and when you get it home its a mess. I realize that its a fast food place but do it right or not at all. Its not the drive thru employee’s fault, its the leadership of this location and overall culture of El Pollo Loco. Even when you complete the client satisfaction survey on the back of the receipt or email their office to speak to an area manager they don’t even call back. This tells me a lot about the culture of this company. No pride!
So I cut and paste the above comments and submit it to El Pollo Loco and below is there response… unbelievable
There response is perfect example of how EPL is clueless when it comes to the customer experience. I never complained about the bathrooms and they don’t even take the time to add the location that I visited. They need an Executive in charge of the customer experience.
From: «
»
To:

Sent: Friday, May 15, 2015 8:25 AM
Subject: Response from EPL Guest Inquiry
Dear Robin ‚
Thank you for taking the time to contact us regarding your experience at
the El Pollo Loco restaurant on STREET in CITY, STATE.
Please accept our apology for the cleanliness issues of this restaurant
that you experienced at the time of your visit. Your comments and
concerns were forwarded to the supervisor in charge of this restaurant.
They will address this issue and review with the General Manager the
proper sanitation procedures to ensure that this type of situation will
not occur in the future.
As our way of showing you our appreciation for your patronage, please
present the following codes to receive a FREE $ 5 COMBO on your next EPL
visit:
Coupon Code: 4102 ID Code: 17 820
Sincerely,
EL POLLO LOCO, INC.
Guest Relations Representative
Enc.
Susan Weland

Kept calling to ask if they had a specific salad, no one was picking up. Thought they’re busy so we jusy drove down there, it was completely empty. Ordered a salad with extra Pico de Gallo and cilantro dressing only to come home and find none in my salad. Tried calling again, no answer. This is my third and final time at this location.

FOOD — OK. SERVICE — Terrible.
Unfortunately it will never get better.
They always ran out of Taquitos. At least they should have the courtesy to let clients know that they don’t sell them anymore. Just like Taco Bell.
But it seems that they won’t do anything about the issue. I have to call them every time to make sure if they have Taquitos. My husband and I got so fed up with it that we don’t go here anymore.
And the sauces– we love them but no matter if you tell them «may I have guacamole sauce» they always seem to forget all the time. JUST make sure to repeat twice.
AND ALWAYS check what they put in the bag when your order in DRIVE-​THRU because they tend to not put the sauces or your order properly.

Dirty bathroom, disgusting tables, messy floors, and a neglected ice machine that was never filled the entire time I was there (despite two notices, one from me and from an on-​duty employee who was going on break) made my latest visit rather unpleasant. The employees here need to step out from the kitchen and do some upkeep in the front of the store. In the meantime, I think I’ll continue going to the El Pollo Loco on Alameda.

This is the second year we have used El Pollo Loco for catering for our store lunch. The food is great, it’s so much for the money and my team loves it. The manager is very friendly (gabby) and we will use them again!

I called in my order for my accounting dept. lunch. We just wanted to order a 3 course family meal for $ 20.00. Nothing Big. They literally put on me hold for 10 minutes! I had to call them back 3 times. the 2^nd time someone tried dialing out so I’m sitting there hearing them dial buttons. The third time they put me on hold again for 5 minutes. So frustrating! They’re customer service is horrible! Would not come back again! and I don’t recommend calling in your order because they’re just going to put you on hold. was not happy at all.
However, I will say, when I went to go pick up. The order line was insane! practically out the door. As well so was the drive threw line. The crew member there «Anthony» apologized twice for the long wait. So I appreciated that. There was only cashier and they have 2 cash registers. It seemed like they were short staffed. So it made customer service look over worked.
Overall, need to work more on their customer service.

I visited El Pollo Loco on Saturday, June 14^th at approximately 2pm. This is store# 5922, located at
521 North First street, Burbank, CA 91 502, and I saw a rat.
One of the employees caught the rat and took it outside. Not sure what he did with it. The doors were then locked and no one else was allowed to enter. I heard an employee say that a a phone call to the manager was bring made. I got a refund and left.

had one of their new under 500 calorie meals today and I must say I was quite impressed with portion and taste. I had the avocado salad that came with perfectly steamed broccoli (it still had a bite to it, I hate overcooked vegetables) and a good amount of chicken and I felt satisfied even full at the end of my under 500 calorie meal. :-)

This is one of the better locations for Loco. I had two beef tacos with hot salsa-​Yes, it passed the «damn that was good» test.
I recommend this spot for a quick & light lunch. Parking is good but the drive thru gets pretty busy at lunch so head out early.