El Pollo Loco

Thank you Stephanie (manager on duty) for an awesome customer service tonight. Ill definitely be back.

This location will get your order wrong ⁹⁄₁₀ times, and they charge more than the other location in West Covina. An order for two had a $ 4 difference between the locations, and the one on Azusa Ave. will actually give you the correct order. Save your money and frustration and go to a different location.

Not going to this Pollo Loco ever again. Service was bad and Manager even worse along with the cook on the grill. Went here on 12−23−15 around 6ish. Asked for a 4 piece to go. Was given 2 pieces that were attached and they could not cut them. They said they had new policies. Asked for cut and get new pieced due to chicken breast smaller than thigh. I could not believe it. Took food home but was so upset I could not eat it. This was a meal to share and the pieces were so small. They said they had bigger pieces around Thanksgiving. I always to to the branch in Glendale since it is close to my work and never had a problem there. HOW COME THEY CAN NOT CUT CUT THE CHICKEN PIECES (NEW POLICY) I DID ASK FOR 4 PIECE NOT 2. Leg and thigh/​breast and wing should always be separated.

They charged me extra to substitute pinto for black beans ridiculous! Always order my bowl this way and this is the only location that has charged me extra. Being a chain you would think food should be consistent, Not the case here. Like the convenience of a drive thru but will drive further to another location.

My family all loves the chicken at El Pollo Loco. Something about the flavor. Most of the time, I don’t care what the rating is. Usually, its bitching about the service. We never eat there anyway, order to go and don’t need to deal with drama, cleanness, or anything else. BUT, when there is an issue about the food, its time to Unilocal!!!
So, here is my experience: After I ordered and paid, I asked for the plastic container for condiments. He only gave me 4. I asked for more, he said «I can only give 4 at a time». Really? I just ordered $ 50 worth of food. You can’t give me more then 4? Stupid policy!
I’m now filling the salsa in the containers, and an angry customer approach the counter and threw her burrito (it was bitten and it was spread open) I thought maybe she’s pissed they didn’t wrap it up tight enough for her. But, she was yelling, and I quote: «What the hell is this? You are cheating your customers. There was only 3 pieces of chicken in this burrito. Take your crappy food and you try to enjoy it. What is this, some type of joke? How can you cheat your customers? You need to be careful. If you keep this up, you will be closing soon. And let me tell you, I’m from the health department». WOW!!! Talk about feelings pissed. She looked like she was about to cry.
Heck, I’m not getting a burrito. I’m getting pieces of chicken and the sides. They can’t cheat me on the chicken. Sooo, when I got home, and we started to eat, the tortilla was falling apart. WTH??? As we’re getting them from the bag, they were ripping. It was obvious, they were old tortilla. No bueno!

This place can be horrible or great depending on who’s working. Every time certain people are there something is wrong with my order. I’ve had 3 different visits where the same problem has happened. I always order the chicken tacos al carbon. And each time the tortilla was not heated up properly & I knew because the tortillas were hard and would rip right away. The taste was horrible. They are obviously not taking the time to heat them up all the way and just rush to get us out of the drive thru lane. Today i went in and didn’t get the tacos because I didn’t feel like eating gross tortillas … So I ordered something different that comes with flour tortillas. And of course my tortillas were not heated up all the way and were hard. So disappointed

This location is soooo unorganized. Guy at the drive through didnt get my order, had me park to get my order again and also forgot to bring me my drink after he brought my food. Made us wait for one burrito and a drink. How hard is to take that down.

I was there last night 10÷6÷2015. Worker working the window. 8:30 –9:00 Female. Went to the Restroom. Did not wash her hand after leaving the stall. Went straight to the window continued working. Got sick to my stomach after witnessing that. Train your Staff.

First time at this location. Order came out fine. Way cleaner than one in walnut. They don’t make it a chore to get the bigger salsa cups. You know if you think this place had bad cs, other El polos make you get your own order. At least here they bring it to your table. The chicken here is a tad bigger and much hotter than the db or walnut location. Spicy avocado is thicker as well.

This place has the worst customer service. I was in the drive through and since they know that their clock is off by 10 minutes, they close 10 minutes early (don’t know if corporate agrees with this) and I heard that they were able to hear me through the intercom but they wouldn’t answer so I drove to the window and the guy at the window told me that they close 10 minutes early because their clock is off by 10 minutes… They just didn’t care! And I would’ve assumed that the shift manager Stephanie would’ve cared and I would expect the store manager Aracely to do something about i don’t think that corporate is going to like having a store close early because of a clock being off…

I didn’t have any problems. I ordered 2 salads and the cashier went over my order when she gave them to me. My order was correct. Customer service could be a little better, with eye contact and «have a nice day» and all that, but I don’t see the reason behind the bad rating.

I had a 10 person order today, individual orders. Johnny the manager was efficient and friendly. The food was good and he got everything right !

Zero stars would be more accurate. Extremely rude workers. The customer service was very unprofessional. They acted as if they were annoyed having to take orders. The manager was not very helpful either. Go to the other Pollo Loco on Grand in Covina. At least they will not be rude and unprofessional.

First time here and likely won’t return soon. First of all i wasnt done with my order when the guy cut me off and said he’d have the total at the window. Then the «Nachos» they gave us had almost no cheese. And by almost I mean pretty much none. Like a squirt of it accidentally landed on some chips. The Nachos should have been called chips and a few pieces of chicken. Another order missing it’s side salad. Food was bland.

A $ 9.25 carne asada burrito combo is wrong. Shame on me for going to a chicken place for carne asada. Never again.

Ordered the 3 course family meal and forgot to give them the El Pollo Loco coupon for the 4 free pieces of chicken. Came right back 5 minutes later and they wouldn’t honor it. Big fat zero for customer service from the manager Stephanie.

This place was good when it first opened relative to the other El Pollo Loco’s in the area. Now it deserves a Unilocal rating of «Meh. I’ve experienced better.»
Consistency issues with food quality and service has made it lackluster. Often times the order is missing items and I have to go back to the front to double check or ask for the missing item. I highly recommend always have your receipt on hand when you come here. Double check it after you pay (make sure you were charged for the right stuff) and double check it again when your food is ready (they forget things, A LOT).
In my recent visit I was not happy with my tostada bowl. It was full of lettuce, hardly any chicken or beans, and a pitiful amount of salsa. I ate somewhere else afterwards because it was not filling and I didn’t want to get something else from here and be disappointed again.
Also during my last visit the manager was interviewing a girl for a position 10 feet away from the table I was sitting at. The place was fairly empty, so if there is no office in the back to have the interview at least go to an isolated corner of the restaurant. The young lady being interviewed was seventeen (I know because I heard), so she is obviously a little naïve and inexperienced and I felt bad that her privacy was treated nonchalantly by her potential would-​be employer.

I don’t normally eat here, and I remembered why once I got my order. I wanted to try the new mango shrimp tacos since it looked so good on the ad, but boy does it not come close to what it looks like on the ad!
For $ 6.86, I got 2 tiny tacos, with barely any shrimp and mangoes. More than half the taco consisted of lettuce. I eat a lot at Mexican restaurants since my bf is Mexican, so I know what $ 7 of good mex food looks like. This was not even worth $ 3!
I will say that it did taste decent, hence the 2 stars, but for that price, I’d rather go to a traditional Mexican restaurant, and just add my own mangoes.

These people are great at what they do and that is mess up any simple order. How do they mess up a just bean burrito JUST BEANS. My vegan friend sacrificed his morals when he bit into this burrito to his surprise there was beans RICE AND CHEESE. THIS IS UNACCEPTABLE.
Not only did they dis our morals but they stole 89cents from me I ordered flour tortillas and got ZERO tortillas.
Last but not least I did not receive any salsa. NO SALSA ARE YOU KIDDING ME. How do they expect me to eat el pollo loco with no avocado salsa. The answer is I can’t I just can’t so I threw everything into the trash I was so disgusted and let down .
Then I decided to give this place one last try I order the bean only burrito for my vegan friend and … THERE WAS ONE PIECE OF CHICKEN IN IT. !!
I’m just so sad by this el pollo loco RIP you’re dead to me now.

I just bought the carne asada combo
First off had to remind them to get my drink
Never got a straw they did not give me my senior discount I went there to use drive thru when I got home and am only 5 min away, the tortillas were soggy, tore, one had a avocado and tbd other taco did not. This place has poor staff and do not care about the customer. will not be back. I will keep going to the one off Axusa anf workman in west covina where they go out of their way to take csre of the customers. They do not serve soggy tortillas anf honor the senior discount.