El Pollo Loco

Reviews

• CP

  C P.

  May 12, 2026
  1.0
  We order from this location frequently and have consistently experienced the same issue of not receiving the amount of salsas requested with our orders. For a meal intended to feed six people, receiving only 4–5 small salsa cups feels insufficient and disappointing, especially when the app allows customers to request quantities during checkout. Before pickup, I called politely to ask if our order could please include a more appropriate amount of salsa given the size of the meal. The employee I spoke with, Elvira, responded in a way I found unprofessional and dismissive. Rather than addressing my concern, she laughed and told me I would not be receiving the amount requested through the app. When I asked why the option is available to customers if it cannot actually be honored, she stated there was “no way” I would receive that amount. During the call, she asked for the order name. There was brief confusion at first because I initially believed the order was under my husband’s name, but we clarified that it was actually under mine. She located the order, acknowledged the correct name, and confirmed it was a pickup order. At the end of the conversation, I thanked her and simply asked if she could include whatever additional salsas were possible. When my husband arrived for pickup, he first gave his name and was met with confusion, despite my earlier phone call. He then gave my name, and again was told the order could not be found. Even after showing proof of the order, the interaction became unnecessarily tense, and he was spoken to in a rude and raised tone. As a regular customer, this experience was frustrating not only because of the repeated issue with our order requests being ignored, but because of the dismissive and disrespectful customer service we received when simply trying to resolve it politely. We hope management can address both the recurring issue with order customization expectations and the professionalism of staff interactions moving forward.
• JD

  Jason D

  Apr 29, 2026
  5.0
  I don’t eat fast food typically . I was starving leaving the gym and got the pollo bowl and it was really good I’m honestly surprised! Quite healthy , avacado salsa and pico. Fresh and healthy fast food who would believe it. Great job to the employees! Thank you !
• AG

  Amparo Guess

  Apr 19, 2026
  5.0
  Fui por un paquete familiar y me atendieron amablemente y muy rápido me entregaron mi comida, fresca y muy sabrosa.
• BM

  Bonnie Miller

  Apr 11, 2026
  5.0
  Amazing food amazing customer service .. wouldn’t believe it was a chain .. kudos
• RM

  Roberta Martin

  Mar 31, 2026
  5.0
  I used the drive thru. Employees were extremely helpful getting my order right

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