Complaints

This profile includes complaints for El Pollo Loco Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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El Pollo Loco Inc has 147 locations, listed below.

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• 

  El Pollo Loco Inc

  3535 Harbor Blvd #100 Costa Mesa, CA 92626

• 

  El Pollo Loco

  399 N. Las Posas Rd. Camarillo, CA 93010

• 

  El Pollo Loco

  2984 State St Santa Barbara, CA 93105

• 

  EL Pollo Loco

  801 Oakdale Rd # E Modesto, CA 95355-4590

• 

  El Pollo Loco

  300 N. Las Posas Road Camarillo, CA 93010

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered via app for pick up. Ordered 3 meals , all should have come with cilantro sauce dressing. I ordered salad bowl, burrito and chicken meal. I picked up my meals, drove back to work and found out that my salad was missing cilantro dressing. Imagine eating salad without dressing! I could not eat the whole salad. I couldnt come back because im on a timed lunch break. In addition to that i am missing a drink. All three meals came with a drink. I had to apologize to my coworker that we were missing a drink and cilantro dressing for all our meals. Felt like El pollo loco ripped me off as I didnt finish or enjoyed my meal. The employees were incompetent and did not pay attention to my orders. It was DESCRIBED in my order online on what to make and what to add!!!. There wasnt even a long line for them to make this kind of mistake. Felt like they dont care about their customers orders to make it right!!!

  Business Response

  Date: 04/25/2025

  Hello ***** thank you for taking the time to contact El Pollo Loco. We've shared your feedback with our Franchise Business Director and have asked our Franchise Operator to give you a call regarding your online ordering experience at the El Pollo Loco on **********************. Please allow the Operations Leader 2-3 business days to contact and resolve your recent experience. If you have any questions or additional feedback, please don't hesitate to contact us. Thank You! 

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 14 2025 my friend ordered Fire Grill Queso Burrito from **** eats delivery around 12:29 pm. As I began to eat my meal. After 3 bites of it . I notice some hard lodged into my throat. I began choking and coughing. Luckily in time I spit the bone out that was lodge into my throat. I am disgusted and disappointed. I could have died. I expect better of Pollo loco. This could had been eaten my child.

  Business Response

  Date: 04/21/2025

  Hello ******, thank you for reaching out and for sharing your concerns. Im very sorry to hear about your recent experience and want to assure you that we take our customers' feedback very seriously. Food safety and customer satisfaction are our top priorities.Can you please confirm which location the order was prepared at so we can investigate further? I would also like to speak with you directly about your experience.Please feel free to contact me on my direct work line: ************. Im in the office Monday to Friday from 9 AM to 4:30 PM. I appreciate your time and look forward to speaking with you soon.
  

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a pickup order and spoke with the area leader hes Hispanic make took my issues as a joke and laughing on phone I told him I went to pickup my order and I called the store to see wheres my order and I called the store and asked if I can wait in the car until order is done and if it can come to me once ready staff says yes and I waited another ***** mins she said it was given to someone else and the manger was laughing and didnt help me so I left because they said they couldnt help me I spoke with ******** franchise owner for the location he said he will refund me then lyied and now saying I went inside the store and they gave it to me which its not true because I never got out of the car and hes lying owner denied my refund accusing me of someone else which is false Im requesting a full refund due to this matter because I didnt get what I paid for staffs working at that location cant even speak English correctly as well very bad experience I faced order number or ticket number was 5HYW85 online order number was ***************** very poor experience and owner and manger is taking my issue as a joke and refusing a refund and not helping me I need a refund for this issue because I did not receive the goods I paid for which is the food and owner is saying Im someone else which isnt true since I was in the car the entire time

  Business Response

  Date: 04/14/2025

  Hello ****,

  Thank you for reaching out to El Pollo Loco. Weve shared your feedback with our Franchise Business Director and requested that the Franchise Operator contact you regarding your experience at our ************. location.

  Please allow 12 business days for the Operations Leader to follow up and help resolve the matter. If you have any questions or additional feedback in the meantime, dont hesitate to reach outwere here to help.

  With Gratitude, 

  **** **********

  Customer Answer

  Date: 04/16/2025

  Its  passed 1-2 Business days and I havent received any contact from anyone yet unfortunately 

  Business Response

  Date: 04/21/2025

  Hello, ****! Thank you for your follow up message. I understand your frustration, and I apologize that you havent yet received a follow-up call.

  Weve escalated this to the Franchise Operations Leader and are working to ensure that a follow-up is completed. We appreciate your continued patience as we work through this.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notification from El Pollo Loco, claiming that my El Pollo Loco APP points are going to expire within 30 days. This has come completely out of the blue, because I have been saving my El Pollo Loco points for years and now all of a sudden, El Pollo Loco has added an expiration date to their terms!?This doesnt seem fair, ethical, or honest! Why is El Pollo Loco all of a sudden on a witch **** to hurt and penalize their customers! ********************** creates a reward program in an effort to draw customers into their restaurant locations, but then they have a bait-and-switch scenario. The customer can earn the points, but then ********************** is going to turn around and take away their hard-earned points. It seems to me that it would be beneficial if El Pollo Loco would want to retain customer loyalty, rather then vehemently going against them.This has all put a bad taste in my mouth towards El Pollo Loco, to make me want to eat their less with my family of 6, as well as office gatherings I invite to have lunch their; who spend scores of money as well. I calculated last year that I spent a total of $11,000 while dining out. With El Pollo Locos aggression in removing my points, I sense my visits will dwindle down to next to nil. Once a company puts a bad taste in my mouth, I tend to avoid that business like the ********* the ***, *** Taco and Ono Hawaiian BBQ had violations in my business interaction with them and I brought two class action lawsuits against them. Feel free to look that up under my last name. If El Pollo Loco would like that to happened, I can look into pursuing that matter in the courts with my lawyers.

  Business Response

  Date: 03/13/2025

  Hi ******, 

  Thanks for reaching out! I understand your concerns and appreciate the chance to clarify how our rewards program works.

  Points are available to redeem for a full year from the date theyre earned, but they do expire on a rolling 365-day basis if unused. You can view your account history anytime to check your points balance and expiration dates.

  To help ensure you have plenty of time to use your rewards, we also send reminder emails before points expire, like the one you received.

  Wed love for you to get the most out of your rewards, so keep an eye on your inbox for these updates! Let us know if you have any other questions.

• Initial Complaint

  Date:02/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed my order on the app i didnt receive my ***************** i contacted the driver they didnt answer called pollo loco and no answer phone kept ringing i am requesting a refund

  Business Response

  Date: 02/19/2025

  Hi ******,
  Thank you for reaching out to us through the BBB. We truly appreciate the opportunity to address your concerns.

  Im so sorry that your delivery experience didnt go as expected. Thats certainly not the experience we want for our customers. Ive already connected with our store operations leader at EPL3619 (S Arizona ***** Cir and S Priest *** to share your feedback and ensure we continue improving our delivery service. As a token of our commitment to making things right, Id love to send you a $60 gift card in place of a refund, along with a few promotional vouchers for your next visit. If you could kindly provide your mailing address, our team will have everything sent out by Friday. Again, I sincerely apologize for the inconvenience and we look forward to the opportunity to serve you better in the future! 

  With Gratitude, 

  **** **********

  Customer Experience Manager 

  
  

  Customer Answer

  Date: 02/19/2025

  
  Better Business Bureau:
  Hi yes my address is *********************************************************
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pollo loco # **** - ***** e *******************************I was abused and denied customer service since last May *******, i filed complaints to corporate office against Polo and his friend ********, that inexplicably remained ignored thru January ***************: then corporate caused me now to file yet another new complaint, without even never apologizing to me for their reckless carelessness.wherefore, I then insisted that just ******** boss only! only! calls me, since my complaint is against ******** himself.low and behold, on 1 14 2025, now instead, ******** himself defiantly calls me, taunts me and to antagonizes me. so, instead of firing ********, corporate dignified ******** and turned him on me. pollo loco is so outrageous for back stabbing me, when I m most vulnerable.******** freely and arrogantly bullied me and coerced me also into allowing him to help out resolve all my complaint issues and compensate me retroactively back to May 2024 todate.however, situation instead got much much worse since, and I believe because pollo loco corporate conspired moreover to set me up, deceive me and prey on me.rightfully, I had to call to file new escalated complaints, unaware of their hidden evil intents of bad faith towards me they are all harboring for me. I was met with ready unspeakable corporate utter hostilities, hatred, aggressions, retaliations and vicious hang *** on me.situation showed that all corporate ganged up together on me and actively protecting each other's abuses and corruption, without ******************* are the following the most recent add l complaints I suffered moreover vicious hang *** on me.1 25 2025: 5hmwnb. ****.1 29 2025: 5hndgv. ******. 5hndl7. May.2. 3. 2025: just hung up on me right away. *****. refused to issue me a new complaint number.pollo loco is unethical, dirty and out of control. people from ****.I m elderly and disabled person.I was victimized multiple times and still ongoing.

  Business Response

  Date: 02/21/2025

  I wanted to follow up with you directly regarding BBB Complaint ID: ******** regarding Mr. ****** ******** as we have already addressed his concerns multiple times regarding his experiences at El Pollo Loco. Our team has made every effort to ensure Mr. ******** satisfaction, including multiple meal replacements and compensation based on his feedback, all of which have been related to the quality of his food. We have worked to resolve his concerns each time, and he has acknowledged when his meal meets his standards. However, despite these efforts, he continues to express dissatisfaction.
  
   
  
  On January 29, 2025, we informed Mr. ******* that we would not provide any further compensation or meal replacements, as we had exhausted all reasonable attempts to accommodate his concerns. Following this, he began making additional claims about his visits, which we thoroughly reviewed and found unsubstantiated. At this time, we don't plan to respond to Mr. ******** but we wanted to ensure that the BBB has a detailed understanding of the situation and our efforts to resolve his food quality concerns.
  
   
  
  Please let me know if you have any questions or need further details. Thank you for your time and partnership!
  
   
  
  With Gratitude,

  Customer Answer

  Date: 02/24/2025

  2 23 2025:

  I contacted the ***** Mesa chamber of commerce, and I was told pollo loco was quicked out several years for anti consumer unfair and deceptive practices bad behavior.

  I also reported them to several tv stations to alert them of my injuries, pain and sufferings caused by unethical pollo loco, since May 2024. they are not a bbb member either- alas, their absurd response now actually underscores my  accusations of their continuing pattern and practice of hanging up the phones on me to silence me and retaliate against me - this so- called pollo loco s *** gratitude - who also failed to sign her fraudulent and false statement -  never contacted me either. she s driven with despicable deep hatred, hostilities and aggressions towards my life - Todate, still no one single pollo loco official contacted me from executive office - as stated, my complaint is against polo and ********. both conspired and blocked all my complaints to the executive office, all the way since May 2024 thru January 2025, thru now - They   confiscated and stole all my food for over 8 months. now they are much more outrageous -  alas, in January 2025, ******** furthermore iconspired to let me cancel my blocked complaints, in return for 5 separate 16 pieces family meals, all to be juicy thighs only, to make peace - upon picking up my very first 1 of the 5 family meals,  ******** deceived me by switching my promised juicy thighs instead to dried and burned out drums - I asked ******** to fix it and replace the bad drums pieces,  per our phone agreement, out of control ******** - scared from being fired -  he  immediately incited everybody in cs against me to prey on me and everybody started a campaign of hanging up the phones on me with violence. they plotted to revictimize me and  destroy my good reputation, to cover up their fraud - Fernando did an inside job gangs to make me an easy target: I m senior elderly and disabled and most vulnerable person. 

   

   

   

   

  Business Response

  Date: 02/27/2025

  Dear Mr. ********
  
  We truly appreciate your feedback and the opportunity to address your concerns.

  Our goal has always been to provide delicious food and an excellent experience for our customers, and we have done our best to accommodate you by offering multiple complimentary meals as a gesture of goodwill.
  
  As we previously explained during our conversation with you on January 29, 2025, we will not be providing any additional compensation.We consider this matter closed and will not respond to further communication.

  Customer Answer

  Date: 02/27/2025

  2 27 2025:  they hide their names too - they  confirm again again they never offered me nothing, except they continue to lie, falsify and fabricate - they have no proof nor evidence for nothing good they did to me to compensate me, except taking revenge of me and calling me names too - they just keep setting me up and revictimizing me with ruthless cruelty and brutality - with angry pattern of anti consumer fraud, deceptions,  intimidation and retaliations since May 2024 todate - they have no one honest in charge over them to fire them - just a bunch of low level mobs taking over the front office cs, with outrageous means and opprtunities to automatically cancel all my complaints on sight non stop - obviously, they keep their dirty jobs by just intercepting and blocking any/all customer complaints to cover up for each others rampant abuses from being fired - these sophisticated  predators are on the loose and never gave me nothing since May 2024 - they are intent to remain moreover brazen and despicable - since my complaints shed light on their filths, they ran too scared and frightened into hiding like stinky cockroaches - they have bad behavior stuff they are intent to hide, for stealing all my food since May 2024, at my dire expense - they are a terrorist organization.

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Theyre always locking their doors and keeping out people during regular business hours. They repeatedly leave large bones inside of their shredded chicken. One of the employees was discriminatory and deceitful when I requested to use the restroom as a paying customer, half my meals had bones that chipped my teeth, and the other half have consistently made me sick, I question ingredients/handling

  Business Response

  Date: 12/24/2024

  Hello Cheyenne, 

  Thank you for reaching out to El Pollo Loco and sharing your experience with us. We truly value your feedback and are deeply sorry to hear about your concerns. Providing exceptional service and creating positive moments for our customers is our highest priority, and its disappointing to learn we may not have met your expectations.

  
  To help us better understand and address your situation, we kindly ask for additional details, such as the location of the El Pollo Loco you visited, along with the date and time of your visit. This information will allow us to thoroughly investigate and ensure we can provide the necessary support.

  
  Please feel free to reply to us through the BBB portal with this information. Once we receive your response, well promptly look into your experience and coordinate a date and time to discuss it with you further by phone.
  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right. We look forward to hearing from you soon.

  With Gratitude, 

  **** **********

• Initial Complaint

  Date:11/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11-29-24 arround 6pm I went to El Pollo Loco, ***************************************************************************************** *************. I discussed two different type of meals with the cashier to compare them: the 8 Piece family meal and the 3 piece individual meal ( we planned to get two of the latter). The cashier said with the 8 piece family meal we would get two side salads and two sides. We decided on that. When we got home there was no salads. I called the store and spoke with ******* the shift manger he said the 8 piece had no salads but the meal for two had two sides and two salads. I told him we had not discussed at all the meal for two in my discussion with the cashier. He stated he heard the conversation and said that we did. So I will not go back to El Pollo Loco as their employees are not honest. He did not tell the truth. I would like a refund of the for suffering misinformation and the dishonesty I was shown.

  Business Response

  Date: 12/09/2024

  Hello *****, thank you for taking the time to contact El Pollo Loco.

  We've shared your feedback with our Franchise Business Director and have asked our Franchise Operator to give you a call regarding your experience at the El Pollo Loco on *****************************************  

  Please allow the Operations Leader 1-2 business days to contact and resolve your recent experience. If you have any questions or additional feedback, please don't hesitate to contact us! 

• Initial Complaint

  Date:08/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am so disgusted with El Pollo Loco. On July 23, 2024 at 6:16 pm I ordered 3 tacos el carbon. After arriving home, I took my lid off and to my surprise, there was a bug crawling in my food. I immediately returned to El Pollo Loco to speak to the manager about the bug in my food. He stated it looks' like a fly and replied it doesn't matter if it's a fly or not it should not have been in my food. When I got home I vomited three times because I was so sick in my stomach. I have included a picture of the bug along with my receipt. So, I received an email from the Manager Customer Experience (which by the way was a generic email they send to all customers who complain's). He only quickly responded because I threatened to sue them. After explaining what happened the only thing he offered was a gift card/coupon for their restaurant. To add insult to injury he offered a gift card/coupon, I told him thats' not necessary I won't eat at any El Pollo Loco ever again. I felt so insulted but he didn't care.

  Business Response

  Date: 08/22/2024

  Hello ******************,
  Thank you for bringing your recent experience to our attention via the BBB and for allowing us to speak with you over the phone on August 14, 2024. We genuinely understand how concerning it must have been to encounter an issue with your food, and we sincerely apologize for any inconvenience. As discussed during our phone conversation, food safety is our absolute priority, and we take any reports of this nature very seriously. We are glad to hear that the store refunded your purchase. As discussed, our offer of a gift card as a gesture of goodwill and appreciation is still available. We hope this can go towards a more positive experience in the future. Please know that we value your feedback, and your experience helps us improve continuously. Should you have any further concerns or need any assistance, do not hesitate to contact us. Thank you again for your understanding and for being a valued customer.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, when deciding what my family would eat for dinner, I went to the El Pollo Loco app to see what deals were available. I noticed that they had an $8 off a 12 piece meal. I clicked on the offer, it did NOT provide a promo code, but instead told you that you had to check out in order for the offer to be applied, or for you to select the offer. I went to check out, I inputted my card info, and not point do you see where to select the coupon, furthermore, the offer leads you to believe that you have to "check out" In order for it to be applied or for you to selected. I did this, and I was charged the full amount. I believe that El Pollo Loco is deceptive in its promotion, and intentionally makes it hard to redeem coupon offers. In this time where families are really struggling, I find this to be a really bad business practice.

  Business Response

  Date: 08/09/2024

  Hello *****, 
  Thank you for sharing your feedback with us about your recent experience with the Loco Rewards app. To better assist you, can you please provide us with the email used to create your loyalty account? Once we have this information, we will be better able to assist you and look further into you issue redeeming the $8 off a 12 piece leg & thigh family meal. Thank you and we look forward to hearing from you!

  With Gratitude, 

  *****************************

  Customer Answer

  Date: 08/10/2024

  Hello, 

  As requested below is the address used to create my account is below. 

  ***********************************

  I used my apple account which I believe created the email above when I created the El Pollo Loco account account. 

  Let me know if you have any questions or need anything further. 

  Thank you,

  *****************************

  ************

  Business Response

  Date: 08/12/2024

  Hello *****, 

  After looking into your Loco Rewards account, we see that the redeemable of $8 off a 12 PC *** & Thigh appears not to have been added at checkout and is still live in your account. In the future, please ensure you select the plus sign (+) for the applicable reward found under the Available Rewards section. After selecting the plus sign (+), you can see the redeemable/discount applied to the order total. For the overall inconvenience, we have refunded $20 for the online order placed on 8/8/24. We value your feedback and appreciate you being a member of our Loco Rewards Familia! If you have any questions or want to leave additional feedback, please respond to this email thread with the BBB.

  With Gratitude,
  *****************************
  Customer Experience