21 Customer Reviews
Sort By
Review from J. B
1 star01/01/2024
They commit fraud.Forget food in deliveries and then refuses to refund it saying they have to call corporate to figure out how then hang up on you. Their app also says the cilantro dressing comes in 3 oz containers but when you pay for extra they give it to you in the small salsa containers maybe 1 oz and say that's what their policy says.
El Pollo Loco Inc Response
01/02/2024
Thank you for taking the time to contact El Pollo Loco. Making freshly prepared food is our top priority, and we thank you for voicing your order accuracy concerns. We appreciate your feedback and have shared it internally with our Restaurant Excellence Team to ensure this doesn't happen again at our Franchise location. An operation leader will contact you shortly regarding your recent delivery experience. You can also share your restaurant feedback by contacting our customer care team at ****************. Thank you!Review from Lupe R
1 star12/16/2023
Me and my friend went in to get a couple drinks and use the restroom and when we asked for the code to the door. The employee **** made a comment to me stating that the bathroom isnt for showering. I am homeless and and she said it in front of other customers in line. Im very sensitive to the issue and she made it worse and embarrassed me in front of everybody. I brought the issue up to the manager ******** and nothing was done. Except a simple sorry. As far as Im concerned this is discrimination and harrassment and deserves more than a sorry. The embarrassment. This has caused me is beyond what most people ever experience in their life and the manager and the employee should both be held accountable and t least offer to make the situation better.Review from THOMAS C
1 star11/21/2023
I ORDERED A DELIVERY AND MY MAIN DISH WAS MISSING. I TEXTED THE DELIVERY SERVICE AND THEY SAID THATS ALL THEY HAD. I CONTACTED THE CYPRESS STORE AND THEY SAID SORRY COME GET IT ? I CANT GET OUT IS WHY I DELIVERED. I FELL RIPPED OFF AND NO CUSTOMER SERVICE SUPPORT . NEVER AGAIN WITH POLLO LOCO!I have been ripped off.El Pollo Loco Inc Response
11/28/2023
Thank you for taking the time to contact El Pollo Loco. Making freshly prepared food is our top priority, and we thank you for voicing your concerns during your recent delivery experience. Our Team will contact you shortly regarding your experience at our *******************Review from Joan S
1 star07/15/2023
I had a horrible experience with El Pollo Loco in ******** **. My main complaint is about the Manager, *******. She should be called a So Called Manager. She has ******************* Skills, she calls her Customer A Liar, all she will talk about is I complained and she doesn't Do Anything To Help The Customer.I attempted to purchase just a Salad, I had difficutly understanding the person taking the order. When I went to pay, she told me there was nothing on my gift card, but there was $19.68. It wasn't worth an argument so I paid by Credit Card.When I went home I directly called the phone number on the back of the card and they told me there was $19.68 left on the card. The lady at the window was too lazy to punch the card numbers in, so it wouldn't go through. I had asked for extra Picoo sauce, which I did not get and very poor service.I then called the store in ******** ** at 58th Avenue and Bell and wanted to talk to the Manager, I did talk to her and explain I still had the $19.68 on the card, but I had to charge $11.49 on my card. I try to use up my cards and this was my last one. I have been working on this since May and to No Avail. I tried to call one of the upper Managers and he never got back to me.So today, July 15th, I went back to the El Pollo Loco and spoke to ******* and went through the whole experience abd she basically called me a Liar, she was very short with me, combative, of no help and Totally Had ******************* Skills. She was one of the Most Difficult person I have spoken to for a long time and she Certainly Should Not Be A Manager. I do not think she knows that Usually the Customer is Always Right, Even If There Not and YOU DEFINITELY NEVER INSINUATE THAT THE CUSTOMER IS A LIAR, ESPECIALLY TO THEIR FACE.She needs to be sat down, go through *********************** and get Demoted to Cashier and start All Over Again.I woudl Never Recommend El Pollo Loco at Bell and ********************************, go to ******** down the streetReview from Rosalie z
1 star04/07/2023
I've had so many mishaps now with el pollo loco I'm so done with this franchise even went back to store that I originally complained about this is now ridiculous I'm so done with themReview from Barbara C.
1 star09/13/2022
I was at the location at **** and ************* ******* ** and ordered from the drive through I ordered a 2 piece meal and it was supposed to be breast ,wing and 2 sides . I only received one side and the corn tortillas were tore in the middle both of them and stale the employee was efficient but the product suckedEl Pollo Loco Inc Response
10/10/2022
Thank you for taking the time to contact El Pollo Loco. Making freshly prepared food is our top priority, and we thank you for voicing your concerns over the quality of your meal. We appreciate your feedback and have shared it internally with our Restaurant Excellence Team to ensure this doesn't happen again. An operation leader will be reaching out to you shortly. You can also share your restaurant feedback by contacting our customer care team at ****************. Thank you!Review from P.S T
2 stars08/10/2022
August 7, 2022 visited store #****. Check #***. ************** took order, he was very nice!Restaurant looked clean. Since you have discontinued the open salsa bar, there are no more gnats/fruit flies to swat away-this is good!Order was Chicken combo: breast and wing, small corn, small coleslaw, flour tortillas and a Coke.For many years I have enjoyed El Pollo Loco.Chicken was done perfectly and quite hot. I had to request a knife.The coleslaw (one bite) tasted spoiled, which I reported to the man at counter-he looked at the container of coleslaw, gave it a stir and hopefully did not serve it to anyone else. He did not offer a replacement. Maybe you have changed the recipe.The (canned?) corn had 3 different colors of kernels, which were not fresh tasting and it seemed that an old batch of leftover corn had been added to a "fresh" batch of corn-twice! The corn used to be much fresher. I could only eat two bites of the corn.The chicken and tortillas were delicious.Tried to use the www.eplfeedback.com survey ****************** (Coupon code:6772) to do a review, but it would not work (3 tries).It is very sad that El Pollo Loco has deteriorated so far. Suggestion: Carry fewer options and make the ones you do have back to former quality.I probably won't return, because price is too high for what can be eaten.El Pollo Loco Inc Response
08/12/2022
Thank you for taking the time to contact El Pollo Loco. Making freshly prepared food is our top priority, and we thank you for voicing your concerns over the quality of your meal. We appreciate your feedback and have shared it internally with our Restaurant Excellence Team to ensure this doesn't happen again. An operation leader will be reaching out to you shortly. You can also share your restaurant feedback by contacting our customer care team at ****************. Thank you!Review from Michael B
1 star06/25/2022
My wife and I love El Pollo Loco. It's our #1 healthy fast food choice. My problem is with their on line order system. Because of the convenience we like to order on line and choose home delivery. However, I have been screwed over by their on line system. This is what happened: I go to their website and click ORDER. A box appears asking if I want drive thru pick up, curbside pick up, or home delivery. So I select delivery and specify my requested delivery time from the times offered. Then I go to the menu, select my items and they get added to the "cart." The next step is to "place order." But guess what? I hit "place order" and a confirmation for the order says it's FOR PICK UP AND WILL BE READY IN 15 MINUTES. It's NOT FOR DELIVERY, which was the option offered to me and which I chose!!!! At that point I had already paid and now I have to drive to their location if it want my order. I think it may be a staffing problem because of the craziness that COVID has created. I can understand that but it's not fair or right for EPL to make that change without advising the customer in advance because they might not be in a position to pick it up which is why they chose delivery in the first place!! If it turns out that delivery is NOT available, EPL should not have allowed me to select it in the first place, OR at least have told me that before I finalized the order and paid for it! A lot of businesses are dealing with issues right now. However, doing a switch like this is not just bad customer service, it's also dishonest.El Pollo Loco Inc Response
06/27/2022
Thank you for taking the time to contact El Pollo Loco. Making freshly prepared food is our top priority, and we thank you for voicing your concerns regarding your online ordering experience. Weve shared your feedback with our Digital team and will be looking further into your experience to ensure that it doesnt happen again. Weve sent you a special email offer for the overall inconvenience. Thank you again for voicing your experience!Review from Mariana H
1 star06/24/2022
Location: ****** ** on **************************** was so nasty, so dirty. Bathrooms were disgusting. Food was slow and they got our order wrong. Tables had not been wiped. Drink area was so dirty. Even the chairs and chair legs were greasy .We will never ever go back . M HammerEl Pollo Loco Inc Response
06/24/2022
Thank you for taking the time to contact El Pollo Loco. We're sorry for any difficulties you may have experienced while visiting one of our franchise restaurants. We have asked the restaurant's Area Leader to connect with you to understand further what happened during your visit and help resolve any concerns. They will be in contact via email. We appreciate your time and look forward to resolving your concerns. Don't hesitate to contact our customer care team at **************** to provide feedback regarding your restaurant experiences!Review from Jennifer S.
1 star05/03/2022
Ordered 2 chicken avocado street tacos and couldnt eat them because they were soaking wet. They were disgusting. Restaurant number **** purchase order **** on 5/3 and **** drive thru order. Staff experience was great however food product was not.El Pollo Loco Inc Response
05/04/2022
Hi ********, Thank you for reaching out to us regarding your latest experience at one of our restaurants. Please contact our ************* Team at **************** or visit www.elpolloloco.com/contact-us/ as we would like to know further details of your experience. We look forward to hearing from you!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.