El Pollo Loco

Reviews

• AR

  Alexander Rivera

  Aug 24, 2026
  1.0
  I am submitting a formal complaint regarding both the unacceptable quality of the food I received from El Pollo Loco and the completely inappropriate manner in which my complaint was handled by the manager. The food I received was well below any reasonable standard. The mac and cheese was watered down, the chicken was gray, cold, and extremely dry, and the flour tortillas were stiff and appeared stale. Out of the entire meal, the only items that were actually edible were the corn tortillas and mashed potatoes. I called the restaurant today specifically to address these issues with a manager. Instead of acknowledging the problem and attempting to resolve it professionally, the manager was condescending and dismissive, questioning why I had not returned to the restaurant with the food. I made it very clear that I purchased the food on my way home and that I live in Encino. It is unreasonable to expect a customer to waste additional time and gas driving back and forth because the restaurant failed to provide food that was fresh, properly prepared, and suitable to eat. The responsibility for serving acceptable food belongs to the restaurant—not the customer. What is even more concerning is that rather than apologizing for the condition of the food, the manager attempted to shift the responsibility onto me for not returning. That response is unacceptable and demonstrates a serious lack of customer-service professionalism. I expect El Pollo Loco to take responsibility for this experience. I am requesting a full refund for this order, not a partial credit, along with a response from the appropriate district or corporate management representative regarding how this matter will be addressed. I also expect the restaurant's management to review both the food-quality concerns and the manner in which this manager handles legitimate customer complaints. Please consider this a formal request for resolution. I expect a timely response and appropriate corrective action.
• LC

  Liza C.

  Aug 1, 2026
  1.0
  I walked in and nobody greeted me, I stood there looking at the menu for a couple of minutes and nobody came up to take my order. I then noticed machines…I guess you’re suppose to place your own order? Non of the employees told me or explained to me you place your own order. I walked out. I will not be giving my business to machines or a facility that ignores their customers and doesn’t communicate how things work.
• SS

  September

  Aug 1, 2026
  2.0
  Delicious food. You need to get an AC. It'd be a lot cooler if you did. Seriously though, inside of restaurant is basically the same temp as the outside. It's summer in the valley guys.
• LC

  Leslie Chavarria

  Jul 29, 2026
  5.0
  I recommend the chicken combo for 2, includes 4 pieces of chicken, 2 sides, churros, and 2 small salads. You can save ordering drinks asking for a water cup.
• MA

  MARTIN AZEMOON

  May 24, 2026
  5.0
  NO 1 FAST FOOD VERY GOOD QUALITY FAIR PRICE