El Pollo Loco

Reviews

• JM

  J Mendosa

  Nov 16, 2025
  1.0
  Extremely poor experience and management at this location. A man positioned outside the entrance—standing directly in the doorway and making it difficult for customers to walk in—was interacting in a way that made another customer uncomfortable. He stood in her path and would not move aside when she attempted to enter. He told me (his words) that he was homeless, had no papers, was there to make money, that he would not move from the doorway, and that I could even call the police. He said, “La policía me la pela; they can’t do anything to me.” I replied, “Really? What about immigration?” and he responded, “La migra me la pela también.” I began recording and asked him to repeat it, and he did. I walked in politely to report this to the restaurant manager, who insisted he wasn’t bothering anyone. I told her that I could write a negative review because of the entrance inconvenience. As I tried to explain why, and what happened at the entrance door, two other employees joined and defended the homeless man. As I continued trying to describe the situation, the man made an offensive gesture, flipping his middle finger at me. I pointed my camera toward him so the three employees could see it. They briefly paused and acknowledged it, but then directed their frustration back at me, excusing his behavior. They threatened to call the police because I had responded to the man’s rude and challenging language by mentioning immigration—after he had already stated he had “no papers,” was not afraid of police, and was being confrontational at the entrance. Employees claimed I did wrong by mentioning the word “immigration.” One employee insisted the word was “prohibited.” Calling police over a single word is unprofessional and concerning. I decided to leave without ordering anything. No one asked me to leave the restaurant; in fact, at one point an employee even asked me if I was going to order anything. Since they were becoming increasingly argumentative, before walking out, I calmly stated that I had been a customer there for over 25 years and that customers expect to be treated respectfully. As I walked out, I heard employees yelling, “I’m going to put you in the news!” and “I’m going to call the police!” Because of that, I called the police myself and waited outside. Police arrived about 30 minutes later and were professional. One officer acknowledged that I had simply stood up for the second customer. That customer approached the officer and explained that she also had difficulty walking into the restaurant because of the man blocking the doorway. We have been loyal customers since 1988, but the staff showed no concern for our safety or comfort. The man remains regularly at the door, almost like unofficial staff—how else to explain his constant presence? Based on this experience, it felt like management prioritized defending him rather than addressing a customer safety issue. Corporate should seriously evaluate the handling at this location. Terrible experience — avoid this location. --- 🔶 UPDATE (11/21/2025): —The manager attempted to ‘put me in the news,’ just as she repeatedly threatened she would.— After my original review, the restaurant manager, during working hours, posted a defamatory video of me on Instagram. The caption falsely claimed I harassed staff and customers until police escorted me out. In reality, I left voluntarily and called the police myself—as the responding officers know. I am awaiting police guidance regarding the defamatory Instagram video. The officers who responded to the call know the manager’s statements in that video were false. Pollo Loco’s complaint line has not been helpful, and it feels like they may be avoiding the issue. Unacceptable and highly unprofessional. Overall: A complete nightmare of an experience.
• ME

  Manuel Espino

  Nov 3, 2025
  4.0
  Compré 16 piezas de pollo y me dieron 15 piezas y el pollo se veía muy bien por fuera pero sabía muy raro como si fuera puré o mejor dicho estaba muy masudo
• TR

  Todd Ross

  Oct 4, 2025
  4.0
  We had a salad and a burrito. They were both very good.
• GG

  Geena

  Sep 16, 2025
  2.0
  Looks dirty where they prepare the food
• ML

  Maria Leyva

  Sep 15, 2025
  5.0
  The app gives great coupons and rewards for all purchases. I love it

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