El Pollo Loco

Reviews

• LM

  Luis Macias

  3 days ago
  1.0
  Staff is rude and avoidant af. Wait times are way too long and staff have no sense of urgency. They’ll just stand there watching as a crowd forms.
• AR

  Allison Rogers

  Aug 22, 2026
  3.0
  Food ok, drive thru service horrible. I could hear All the conversation (from customer ahead of me, to talking to her co workers)when she wasn't speaking to me.
• CR

  carlos edwin rivas

  Aug 9, 2026
  1.0
  muy mal nunca lo atienden auno acabamos de ir estuvimos esperando 10 minutos o mas quisas dijimos que y vamos a ordenar y nunca nos hicieron la orden el peor pollo loco que eido
• OM

  Oscar Moreno

  Aug 5, 2026
  1.0
  The service was very poor. The staff seemed unwilling to help and had a bad attitude. They didn’t provide the sauces that were supposed to come with the order, and they didn’t prepare the food the way I requested. Even after I clearly explained what I wanted, they didn’t listen and got my order wrong. Overall, it was a very disappointing experience
• LC

  Lee Colbert

  Aug 3, 2026
  1.0
  I am writing to formally report a concerning customer service experience I had at El Pollo Loco at approximately 4:30 PM, involving team members Dalia and Jasmine. I went through the drive-thru to place an order and was informed that the restaurant’s card/point-of-sale machine was down. Because I was unaware that the card machine being down would also affect Apple Pay/Apple Cash, I simply asked whether I could pay using Apple Cash. Instead of receiving a straightforward explanation that the payment system was unable to process the payment, the interaction became unnecessarily confrontational. Dalia and Jasmine insinuated that I was cussing at them or being rude, even though I was simply asking whether Apple Cash was an available payment option. I did not appreciate being characterized as disrespectful when I was attempting to understand what payment methods were available due to the restaurant’s technical issue. The situation then escalated further, and I was threatened with having the police called. I found this extremely inappropriate and intimidating, particularly because the initial issue was simply a question about whether I could pay using Apple Cash after being told that the restaurant’s card/point-of-sale system was down. I want to be clear that I did not go through the drive-thru intending to cause a disturbance. I was attempting to place an order and find out whether I could use an alternative payment method. If the restaurant’s payment system could not accept Apple Pay/Apple Cash because the point-of-sale system was down, that could have been communicated to me calmly and professionally. I am requesting that management review the incident, including any available drive-thru audio, surveillance footage, and relevant employee records, to determine exactly what was said and how the interaction escalated. I am particularly concerned about the insinuation that I was cussing at or being rude to employees and the subsequent threat to involve law enforcement. Customers should not be made to feel intimidated or falsely characterized simply for asking questions about payment options during a technical issue. I respectfully request that management investigate the conduct of Dalia and Jasmine, clarify why I was accused of being disrespectful, and explain why police involvement was threatened. I would also appreciate appropriate follow-up regarding the outcome of this complaint. Thank you for taking this matter seriously. I look forward to a professional response.

Frequently Asked Questions About El Pollo Loco