El Pollo Loco

Reviews

• JV

  Julieta Valdez

  6 days ago
  1.0
  Extremely Disappointing Customer Service My experience at El Pollo Loco today was extremely disappointing, mainly because of the attitude and behavior of an employee named Emily, who appears to be a manager. When I first arrived, I tried to get the attention of an employee who was preparing an order. I said “excuse me” at least five times, but she completely ignored me without even making eye contact. I simply needed the restroom code because my little girl needed to use the bathroom. When she finally responded, she just shouted the code without even looking at me, making me feel like I was bothering her for asking a simple question. Afterward, I witnessed the same employee treating an elderly Asian gentleman very poorly while he was trying to place his order at the self-service kiosk. He was clearly confused and repeatedly asked what he was supposed to do. Instead of patiently helping him, she kept yelling at him that he was doing it wrong and telling him to do it himself. I actually tried to help him because he seemed overwhelmed and did not understand how to proceed. Watching an elderly customer being treated this way was upsetting and completely unacceptable. Unfortunately, my own experience continued to get worse. Although I ordered my food to eat inside, it was packed to go, which I understand can happen. However, when I politely asked for six plates because I had ordered a family combo with extra food, Emily rolled her eyes and gave me an attitude. When I asked for utensils, she did the same thing. I also had to ask for the soda included with my order, and she responded by shouting at me, “Which one do you want?” rather than simply asking politely. When I checked my order, as I always do, I discovered that some of the salsa packets had broken open inside the bag, mixing the red salsa with the guacamole before I had even touched them. When I brought this to her attention and asked for replacements, she responded with more attitude, making a simple request unnecessarily uncomfortable. I felt as though I had to ask for every single item separately, and each request seemed to irritate her. What disappointed me most was that this was not an isolated incident. While I was sitting down to eat, I continued to hear her yelling at other customers. Customer service should never make people feel like a burden for asking for basic assistance. Customers deserve to be treated with courtesy and respect, and elderly customers especially deserve patience when they need help ordering. If Emily is indeed a manager, I find it very concerning that someone in a leadership position would behave this way and set such a poor example for other employees. I hope management takes this complaint seriously, reviews the situation, and provides appropriate customer service training. No customer should leave feeling disrespected or embarrassed simply for asking for help. I am sharing this experience because this level of service is unacceptable and needs to be addressed.
• CM

  carlos martinez

  Sep 30, 2026
  1.0
  I was waiting at the drive-thru for five or six minutes. They told me to hold on, and then five minutes later, they came back and said they were closed. They just made me waste my time.
• CO

  cesar ortega

  Sep 30, 2026
  3.0
  Food is good, service is to slow, had to wait about 10 minutes before I was help to get my order, not a good customer service with the employees.
• RD

  ronald ramos durango

  Sep 29, 2026
  1.0
  Pésima atención, comida con mal sabor y instalaciones muy sucias, un lugar así no debería estar funcionando
• NS

  Nancy Singer

  Sep 26, 2026
  5.0
  I had a challenging issue that occurred outside the El Pollo Loco fast food restaurant. I went into the restaurant and asked for assistance. Emilia and Kimberly were patient, gracious, and extremely helpful. Congratulations to El Pollo Loco for having such competent and helpful employees.

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