El Pollo Loco

Reviews

• KK

  Kya

  3 days ago
  2.0
  It was a disappointing experience having been to others locations. I was aware locals didn’t like Pollo Loco as much as people do in other cities. Having eaten it before and liking I decided to dismiss the bad reviews. First thing I saw as I walked in was a long queue, people waiting to order at the kiosk. We knew what we wanted so we had no problem ordering. We got a table and soon enough I heard one of the staff members calling out orders in a very rude manner, later I found out she was the manager. I didn’t say anything and proceeded to observe. The staff continued to be rude, first time customers had questions about the menu at the kiosk and they were answered in a very dismissive and disrespectful way. The person who was at the cashier couldn’t take our second order, didn’t even understand how the computer worked. We waited like over 5 minutes and by then the food we had ordered from the kiosk was ready. I tried to place an order again at only the cashier register they had but gave up. Once we got our order the chicken was hot and everything was flavorful. The disappointment arrived as I grabbed a corn tortilla and saw it was broken. I tried to be optimistic and think that perhaps it was just one, but all the corn tortillas we received were not warmed properly and were broken. I had visited the other location in Albuquerque a couple of months before and the manager was super friendly. The food was warm and tasty. We were excited after she told us a new location near our place was opening, but we are not coming back. I rather drive 30 minutes and to get good food and service.
• LS

  Laura Skye

  6 days ago
  1.0
  I read the reviews prior to my order and truly gave them the benefit of the doubt. Considering they were new and have only been open a week, we wanted to order food for pick up. Google and their website stated their hours and that they closed at 10:00PM, so we placed the order for pick up. When we got there, there was a guys locking the doors, (it was 08:22PM) my husband was told immediately that they just closed, my husband had to explain to this guy who couldn’t be bothered that we paid for our meal already and were just picking up. This guy was annoyed he had to do his job. He brought out a bag , my husband brought it to me and I checked, I told him they forgot half the order, my husband had told them they forgot things and he handed him two salsas and closed the door. If I paid for something online and I am telling you that you forgot something, try to make it right. I’m upset because as we all know, we have to purchase more for salsas because it’s not an option to purchase on their website. Drive thru has been closed so that’s not an option.. it’s sad to see a new location pop up only for it to already be getting negative reviews based on people’s experiences. If your hours state 10:00pm close, and you have an emergency or something happened whatever it may be, communicate with it people don’t shove them out without the rest of their order.
• IL

  Ivete Lopez

  Sep 30, 2026
  1.0
  A Michelin chef once said people go to a restaurant either for good service or good food. Only a few places have both, and this pollo loco location had neither. First of all the door was open so there were flies in the restaurant, the place was not full but still they took 16 minutes to have my order ready a 16 piece mixed chicken meal. While I was waiting I wanted to order something else and pay with cash, I stood in line for 7 minutes, no one acknowledged me. The two employees in the front were a mess, the young one needed help and the older one didn't know where to start. I know the place is new, but it should not be open if the employees were not properly trained. I have been to a pollo loco in El Paso and the other location here in Albuquerque and both location were amazing. Food was hot, good service and the kitchen looked clean. In this kitchen you can see the mac and cheese spilled around the warmer, 4 employees pass by and no one cleaned. It is apparent that none of the employees working today put any attention to their training. Its saddening really because training and hiring takes a long time. This was my first time in these location and it's going to be the last one in months, maybe the GM would hire new employees or will motivated the actual employees to feel proud and happy about their job.
• MH

  Maximus Hippo

  Sep 20, 2026
  1.0
  Hello, I went by today 9/20 around 2pm. I ordered the chipotle guacamole chicken burrito which was pretty good until I got to the last couple bites… I took a bite and began chewing and when I bit down there was a hard crunch and it broke my bracket on my braces. I spit the bite out and it was a small sharp piece of bone from the chicken. I was also sharing this burrito with my 3 year old son so he definitely could have choked on it or cut his mouth on it. I threw away the burrito right after. I am deeply disappointed and will not be coming back. Second I saw multiple people in front of me order things off the menu that had to get refunded for because they did not have the ingredients for that meal yet. The staff member running the register should have told people when ordering those certain items instead of charging for them and than after having to get a manager to process refunds which held up the line 10+ more minutes. On top of that both restrooms were not open yet and I saw so many kids and older people that were dining in that needed to use the bathroom that could not. If the staff/ingredients/bathroom and drive thru and not fully operational you should have just pushed the opening out.
• CF

  Charles Fernandez

  Sep 19, 2026
  5.0
  Went on Saturday and had a great experience. Not too sure what people expect when a restaurant freshly opens. I do expect some growing pains and opening adjustments. And while I did expect this today, I didnt have any issues. All the staff was nice and we felt welcomed inside from the beginning. Ordering was easy. Smiles all around. Staff explained all the different salsas when i asked and we were on our way within a few minutes. Ate at home and the food was delicious. Not a single bad thing to say about the meal. We got 2 and 3 piece meals and side tacos. Loved the Rojas salsa. The corn tortillas were warm and fresh. The chicken was delicious. El Pollo Loco was just how I remembered years ago when they were in Abq. Its great to have a westside location. Hopefully soon a Rio Rancho location too will be great. If I could only add one suggestion it would be to show the different salsas on the menu with the name. I didnt know how to ask for what I wanted. And the next customer after us was asked what kind of salsa they wanted and she said she wanted mild which is not a selection. So that was a little confusing. Now I know just to ask for the rojas salsa and people will learn too but would be much easier to have like the other location a picture of the salsas with the name on the side. Either way I will be back, and I have told family and friends of my great experience and the delicious food. Got a fan with me. As the opening adjustments are made as in any restaurant just opening this will be a great place to dine in or take out. And to me, the food is a winner. Two thumbs up here👍🏽👍🏽. Congratulations El Pollo Loco on your westside location! Great location!