The cashier was a lil rude but I'm gonna ignore it because my family loves this chicken....

The chicken was very moist at this location. Family meal with legs, thighs, and breasts. Our sides were Mac and cheese, Cole slaw, and Rice. We shredded the chicken onto tortillas and added the rest.

One of the better pollo locos I've been to(from Pomona)..on this Sunday,ordered chix nachos and was surprised by the amount of cheese used,as most skimp out on this.kevin h(printed on receipt) was good at service,as the kitchen crew on June 09 2024 at 730 pm....floor was fairly clean considering its San dimas.thanks to all involved this time around.bathrooms were well kept but be warned,the toilets are like going down a raging waters water slide,so be prepared (lol)..vwhooshhh

Their food has always been consistently good and I've been eating here for years. I love the new platters. I've tried the wet burrito and the chicken avocado taco platters. Both are delish and definitely worth trying. Enjoy!

I love the 3 piece chicken meal with 1 side of corn. Perfect for an early dinner meal.

This is my favorite place to have healthy delicious food, at a great prices!!

Chicken was good, employees were very helpful because I was using coupon in app and was having problems. They happily helped me

David

We had some issues with the app and the manager was really helpful.

J J

I come to this Pollo Loco in San Dimas at least 2 times per week and get their 3-piece meal it is a tasty and healthy meal and the service is fast a great. I always see Raul Rodriguez, the manager, cleaning the tables and sweeping the floors to keep the location nice and clean, which makes the experience and atmosphere enjoyable.

Ernest Rodriguez

I stopped eating at El Pollo loco cuz there chicken started coming all dried up and just didnt seem worth it to only be able to eat 2 of 8 pcs. I stopped for a pollo bowl and alas there was a good portion of JUICY chicken. This is the only one i go to.

Eduardo Tovar

Wonderful food at an affordable price with an engaging team. Takes a good village to garner that reputation and foster a clean, enthusiastic work culture

When they get my order right, it's normally very good. My taquitos were done as soon as I got to the window and I was the only car. They weren't cold in the middle but they definitely weren't hot.

Update on 1/15/22 2:12 p.m. Food was good, but customer service was lacking. I asked drive-thru attendant what came with the Chicken Tortilla soup--she said a mixture of: cheese, cilantro, and tortilla strips; I said great. Arrived at the window, and said thank you--no response from the drive-thru window employee (maybe she did not hear me). She gave me my food; never said thank you. The line was not long, as it was between major traffic times. I am sure it is not company policy to not thank a patron when there are many options that I have from which to choose to eat. Also, I am spending my money which helps pay for the salaries of employees and if I, and others, did not patronize El Pollo Loco, then this employee would not have a job, let alone even being an El Pollo Loco company. Maybe I am old-fashioned, but I expect to be thanked for my patronage. I was not rude or condescending, but was not pleased. I am not of the "cancel culture" era and thus I would prefer that an employee be trained or reminded that they should be thankful guests order from their store. A simple thank you, to use a colloquialism, goes a long way. Also, there was no garnish (the cotija cheese, cilantro(coriander) or tortilla strips for the soup. Previous experience: Loved their national taco day--even got a cola cola from Mexico. friendly staff. Attentive.

Have really been enjoying Pollo Loco lately. They have tons of coupons which can make dinner really cheap for the family. This location does a really good job and even the drive-thru seems to move quickly.

I asked for four plates and only got one. The one in Victorville on Palmdale Road no longer serves lemon. I love pouring lemon on my chicken so now I have to drive an extra 5 miles to another Pollo Loco where they just happen to have lemons.

El Pollo Loco was extremely busy, and it is only a Tuesday evening. Cars backed up around the building for the drive thru made going inside a slight advantage. However, the crew inside were pushing out the orders at a very fast pace. As a supplement to my wife's favorite, the double chicken tostada salad, I added an order of the new dessert offering which comes with a chocolate dipping sauce. Cute little box for the dessert. Always good to have a dessert item available for the lady of the house.

My wife and I both got pollo bowls for lunch from this location today and our farts in the following hours have been absolutely horrendous. We’ll be back soon 🍗❤️

My wife's favorite place to go . I like the tacos el Carbone,there the best

Bill

Love the double chicken Tostada! Number one this is a corporate store! I've lived here over 11 years and I always have to check my bag to see that my order is correct! Today I got a double chicken tostada paid for a side of extra dressing & asked for 4 House salsa & 1 green! I got one house salsa and no extra dressing that I paid for! Be your own advocate and check your bag before you leave the window! This is my experience over a 11-year history as a customer! Sad but true!

I ordered two legs, rice and salad. The legs were too skinny. I don't like the kind of disposable plates they use. The service was good, the place is not bad.

Burritos and plates are good. But the chicken meals sucks. The cost of the 8 or 10 piece keeps increasing but the chicken quality is decreasing

Always 35 to 40 minutes wait minimum whether drive thru or in store also whether order online or in store...meaning they never make your food till you show up...thats the deal.

Efficient enough. Ordered a brc, with wheat tortilla on side and my request was ignored. They had to fix that. Then the short, harried prep person wasn't happy she had to fix her mistake and was rude about it. Then I got chicken pieces on my brc ingredients and I'm a long time vegetarian. I was persona non - grata after that. I got the cold shoulder treatment it seemed. The restaurant was dirty, I cleaned my own table before seating as well.

Check your order before leaving! Twice they shorted me a BRC burrito. When I mention, they don't say anything and just throw another in my bag. Also, I ALWAYS have to ask for more guacamole sauce. When I order 6 BRC burritos, I expect to get at least 6 guacamole sauces, ESPECIALLY when the sauce cups are half full. They typically throw 2-3 sauces which does not help when feeding 5 people!

The pieces of chicken are tiny. 8 piece meal is enough for 2 people only. They missed the tortillas and dressing for my salad. Not a good experience.

Went dine in to this El Pollo Loco facility for the first time today, very good area, clean facility, food is good just like I expected, giving them 3 stars due to their costumers service is so poor, we are not expecting a royal treatment but we deserve a decent one, unlike the one in Valley Blvd, Walnut giving my 5 stars to that facility, good area, clean facility, good food, and a very good costumers service, as well as the one in 19th street Upland, too bad the one in Foothill Upland closed out, hopefully it will reopen again soon.

I go to El Pollo Loco a lot. Always through the drive thru. The food is good. The customer service is hit and miss. Just expect eye rolls if you ask for extra green salsa. Otherwise, good stuff.

My husband and I got a chipotle burrito. The rice was so hard and the chicken over cooked. Not our favorite Pollo Loco sorry. The employees were more into their conversation than their costumers!

Liz provided great customer service! She went out of her way to make sure I was a happy customer 👍👍👍 Edit: I went by one evening before closing but they were already closed. Hours posted say until 10 but I got there at 950 and it was already shut down 😒 So just be wary. They apparently close early sometimes.

DESKA8181

They asked a few times what kind of tortillas , I said like 3 times flower , we get home and they gave us corn , wth lol , anyone hi ? Lol , pollo loco not tasting like before tho , stater bros has pollo asado, pretty good yo

Slowest service drive thru and inside pick up. Sometimes I see a lot of staff and they're not coordinated. I try to go inside, no one there but still wait as long as the drive-thru. Really disappointed with the wait times. Go elsewhere if your time is limited to wait for food.

Food good as it usually is but the cashier, Genesis made the visit painful. Her lack of customer service needs to be adressed. Proper training goes a long way.

Female cashier was rude, got my order wrong, let my food sit behind the counter instead of calling me to get it. There was chicken bones in the avocado chicken bowl and the tacos. The manager was professional, but the cashier needs to get another job. I will not spend money in this particular store again.

Decent service but the quality of the food has really gone down over the last few years. With so much competition in the fast food industry I would not be surprised if they had to start closing locations. Kind of a shame I was a big fan and chose them over a burger anytime which is not the case any longer.

Well, what can I say, they kept us waiting for 10 minutes in line. There was just 1 person in front of us. It took them 10 minutes unheard of. Also, one the guys working there looks like he just got out of jail. Earrings the size of silver dollars. Terrible customer service!

Had me waiting extra because they forgot my order, then they rushed to redo the other, and the order was wrong and the chicken was undercooked (bloody in the center). Not sure if they were understaffed or disorganized due to other reasons.

My husband and I went there yesterday. We walked in and the cashier must have been having a bad day which is no excuse. She didn't say Hello or thank you for your order. Once we received the order, again we didn't get a thank you or have a nice day. She needs to work on customer service skills and make the most of having a job when most people don't have a job. A smile goes a long way.

This branch i will not come again and will not recommend it to anyone. The food was great but 2 mistakes in one month is too much. First mistake we took our order and we didn't check it and we was surprised they forgot an item and we payed for it. Second mistake we entered the drive thru by mistake cause we made the order online and when they asked for what do you want to order we said we did it online she was very rude and she said you can't take it right away and you just did it and she cursed "Gilipollas" in Mexican as if we will not understand. That was very upsetting and unprofessional.

Ordered a leg and thigh meal online with two sides and a tortilla. They did not give me any tortilla and gave me one of the sides that I did not want after I got home. They served 4 orders correctly, but this mistake left one of my children out from having a satisfying, well made meal from this location. Disappointing.

The food was good. Customwr service not so much. The lady in the front gave a strong negative attitude when asked or plates and green sauce after I had to wait in the fron to ask for them for 5 mins. She and some other employe saw me standing there ! Noyone else was there beside drive thru . Never againagain.

I usually come to this location. Typically there are issues with my order but this particular occurrence was a bit much. I usually order two pollo bowl combos. The kind lady who took my order let me know that there was only enough chicken for one pollo bowl. I was okay with that much of it. Eventually I get home and go to eat my food and found that the one pollo bowl with chicken was just burnt chicken scraps and had bones in it. I get that it was their best attempt but that's a bit ridiculous. I will now unfortunately have to go to other Pollo loco locations in hopes of them doing better than this location.

It was loud Dining room was dirty Customer service. Was rushing us to place our order No salad dressing given for the taco salad

I went through the drive-thru and order a chicken tostada salad. The chicken was overcooked and dry. The shell was greasy and over cooked. Order a pollo bowl and they didn't know what it was. Had to explain to the girl. The service was good. Just bad food.

Jessica Sandoval

Don't go here or place online orders at this location.. the evening shift suck here .. waited 20 min for an order that I placed 30 min prior for pick up at 545 .. didn't get the order till 605 and then they still messed up and had to go back inside because they forgot the sides ..

Alan L

i had a bad experience here. Order took a long time, and when asked the employee said they are working on it, without looking at my number. Turns out someone took my order. Looking around this restaurant needs to be cleaned, dirty dining area and food prep area looks a mess.

Cirila Perez

Ordered a chicken avocado quesadilla got beans and rice in it. Also got the wrong change back. Employee looked annoyed no sorry for the mistake

Hawaii Rush

Be prepared to get stuck in traffic here they take super long and the store/ drive through is in a mini shopping mall bumper to bumper traffic waited in line for 30 minutes. I'm stuck and I can't leave.

Brandon Martinez

Went to order a Original Pollo Bowl first order came with no rice and a double order of beans. Went back to get it fixed and asked for a double order of rice, order came out still with beans, tried explaining to the lady at the window what was wrong and she slammed the window on us went back in and came back 3 minutes later and gave use the same order we just handed back to her without saying a word. Manager was nice over the phone if this level of customer service is going on at the employee level can't imagine what other mishaps might've happened here. Maybe some new customer service training might help. Like stop and listen that sort of thing.

I asked for an avocado burrito to go. I drove 5 minutes home and saw that I had a cold burrito that I didn't choose at all. I should've looked up their ratings before buying.

Came in after 10 am tried to come in front door locked got on my phone says it’s open at 10 tried another door on side multiple employees saw me trying to check what door is open but ignored me went to door near drive thru knocked and another girl employee ignored me great customer service currently 10:10 am and nobody has come open doors even after me going to each door to see which one is open from the looks of it they don’t want to deal with dine in customers

I've come here two days in a row (that was my first mistake) and both days the food is sloppy falling out of the bag. Both times they forgot an item and even though I specifically asked about each item they carelessly tell me its in the bag. My 2nd mistake not checking myself to see if its in there. If you can avoid this location, do it!

Worst tasting chicken i have ever tried in my life. No flavor with pretty much all bones. I tried to feed it to my cat he pretty much eats everything he didn't even like it 😂

After paying for my salad, had to wait 32' to get it, on top of that it was badly put together and the chicken tasted old and overcooked. No stars fits. Good by.

Today I went with my kids to eat here and the customer service was so bad… I need to wait like 10 minutes and asks the person that was working there if they have a cashiers to take my order. The guy that supposed that is the manager name Mario O. Said she can wait I’ve was there only talking to the other person working there… People like that they should not have a responsibility like to be a manager and run a restaurant.. They don’t know how…😮😮😮😮.

Drive thru takes forever every single time, it's embarrassing. Drive thru built poorly, don't take a big vehicle especially if it has nice rims, you'll destroy them.

I haven't been there in quite some time. The place was dirty, trash on tables and floor. I saw a employee put her trash on a table without a care. I hope they can get their act together.

No forks no spoons no napkins no green salsa not cool i literally asked for it

1) I didn't like the way the cashier grabbed the cups (fingers inside). That is extremely unhygenic to handle money then touch the inside of the cups customers will be drinking out of. 2) For some reason the runners ALWAYS forget the Chile lime sauce, even though it's clearly on the receipt. 3) The entire restaurant was filthy (floors and all). 4) And I was thoroughly disgusted to watch the very same cashier blow her nose at the salsa bar, then grab miscellaneous condiment lids that were scattered around (obviously touched by other customers) then stack them with the (clean?) lids. 5) If that wasn't enough, they served me cold rice. I don't even know how that is possible!

1)The El Pollo Loco in San Dimas is a joke . I lost count how many times the staff and manager have left out eating utensils and napkins requiring me to drive back and to be handled like it was no big deal to them. 2) I've had a dozen occasions the last 6 months where I order a Chicken tortilla soup and according to them they run out . I ask them why would you run out even as early as 7pm 8pm ? I know in fact that the cook likes to shut down production early so he can leave by closing time or smoke his cigarettes by his nice brand new truck . I'm a Dietician and I know what idiosyncrasies happen in a kitchen as I've managed the foodservice operations of large hospitals so I'm no idiot. The thing that pisses me off the most is when I ask why they continually and regularly run out of soup I get a stupid " I don't know " What a joke . I order a double chicken bowl meal and 3 out of 5 times they always omit the tortillas or the utensils and straws. 3)I order the tortilla soup and drive off and they always omit the dry tortilla strips along with the grated parmesan and the parsley or whatever it is . 4) I have been to other Pollo Locos but this San Dimas store will never get their act together number 1 because the main weekday cook runs that place to his liking . 5) The managers that corporate hires there seem to be either dumb or just lazy . Dear Corporate please do a real hard quality assurance their and check for employee training and competency . 6) Your chicken pieces are the size of a Cornish hen and it's very evident you guys have downsized your portions to charge more for less . Get your act together please

Terrible customer service. I honestly dont understand why it would take 20 mins in the drive thru....it did not budge for 10 mins...then I see el pollo loco workers leaving with bags of food...like they made they're food and ended their shift before helping customers. The way the drive thru is terribly designed and the stopped drive thru line blocked in other customers who had parked and they couldn't get out. Terrible..will never come back. I hope management sees this. I will be contacting corporate

Took over 25 minutes to make my food hours a three piece meal. The tables and floors were dirty. The The bathrooms had no paper towels or toilet paper and were completely trashed. I definitely won't be going back to the shop for a local location horrible horrible horrible !

Now I see why the reviews where this bad. I wanted to give it a try but the customer service they are really rude and they forgot to put items in my bag. They forgot my drink and my tortillas. The food wasn’t that cold but the salad was smelling a lot like Clorox. Nasty

Last two El Pollo Loco' s I visited had issues. This one had a 30 minute wait for chicken in the drive thru. How do you stay in business if you don't have cooked chicken to sell?

Worst customer service ever. I keep saying I will give them a chance and each time I go I am disappointed. people were actually leaving before they ordered because the wait was so long and no one acknowledged their existence. I will never return. I normally love El polo loco, just not this one.

They just cant get it right. This is the 4th time ive ordered a specific item a specific way and they screw it up every time! Im done giving them another opportunity! I think youd have better luck at McDonald's!

This is the worst pollo loco ever!!!! Burnt re fried tacos, mangled!! Little chicken, burnt quesadilla no avocado full of cabbage!!! If you can avoid this one, you will be disappointed, also if you don't ask for salsa they won't give you any, and if you ask for it they will literally give you the minimum! No matter how much food you order, ALWAYS CHECK YOUR ORDER HERE AS THEY FREQUENTLY MISS ITEMS AND GOD FORBID YOU TELL THEM THEY DONT BELIEVE YOU!!! IF YOU'RE NOT IN A RUSH GO TO LAVERNE ITS 100 TIMES BETTER!!!!!

The service was awful 😞. They even got our order wrong! The cashier guy was very rude and unprofessional! I liked the food.

By far THE WORST El Pollo Loco I've EVER been to! I ordered online 3 pieces of chicken. I couldn't find the tortillas on the site.so I had to stand in line to purchase them. 5pks of tortillas : simple. Just a dollar. I waited an additional 15 after I ordered and not only THAT but the man that ordered AFTER me, received his order ( a whole meal) BEFORE me! They also microwave the tortillas as well. Never going to this location again

Day 1 Poor CSR, drive thru opens at 10 am they had me waited 3mins b4 they toom my order, at the drive thru window i have to wait another 15 mins as the chik is not yet ready, duuuh? Day 2, waited almost 30mins at d drive thru, when its my turn to order, no more chuck available, they run out... Why dont they close the business, poor business practice...

I do not understand how a fast food establishment can be out of an item that they have on their menu. The past three visits I have been told that they are out of crunchy tacos. Perhaps if you are unable to keep an item in stock you should remove it from your menu. All they can ever offer is excuses as why they are always out of this particular item. I get that you primarily sell family meals but some of us just want a small lunch or dinner. I can see why this location has such a low star rating on Yelp. If I could give them a negative star I would. I'll be sure to take my business elsewhere.

Chicken tostada Salad made with 95% lettuce, a clump of cheese, and what looked like leftover chicken, beans, and rice from a half eaten burrito. Not the first bad experience here, this location has gone to s*** within the last couple months. Gave it another try, but wont again.

Waited in drive thru line for 20 minutes only to be told it would be a 45 min wait for regular chicken! Are you kidding me? Now I'm waiting in line to go home to my family with no food because I don't want a burrito, bowl, etc. I wanted a family meal for my family! Never coming to this location again!

The drive through is very bad service! They got my order wrong 2 twice and I order 2 bowls and soup and they gave me one fork!!!! They are very rude!!!! They don’t say thank you! And they act like we are bothering them! This is not the 1st. Time I had problems with the drive through! This just happens right now I just came from there!!!!!

I should notngive them.a single star. I ordered a chicken avocado burrito. I asked for them to put in in a bowl. This item comes with no rice and no corn. The girl in the DT is abviously not paying attention to the customer. You ring up the burrito and minus the tortilla. But no instead i got a bown with rice and corn. Once i got my my job i noticed it. And i called like 5 times and manager or any one actually bother picking up the call. Bad service in my opinion. Ive never had this happen. Injave orderes this 1 too many times. Management obviously are not.doing their job when they sre not willing to amswer the phone. I didnt eat lunch cuz im allergic to corn. Thanks alot.

This place sucks. Crazy long drive thru line, which is fine but they ruined my order twice. After I had to go in for my money back the manager wanted to argue that the order was correct even though it clearly wasn’t and she hadn’t even looked at it. I don’t get it. Why argue? Just give me my money. Wasted half an hour of my time. :(

DO NOT ORDER ONLINE!! They are so unorganized and do not follow the orders at all. I was there for 20 minutes and they just started making orders based on who was being aggressive and I had to wait behind new people even though I was politely waiting. People that ordered after me got their food first. Plus the woman there was short and kind of rude. She said there were no more lemons. Really? At 12 you have no more lemons? More like you didn't want to deal with cutting them.

Last few visits 👎 . Tacos El Carbon the torts always fall apart. . Hardly any chicken in the bowls . Cold food. . When food was given to us our the drive through window. It was just handed to us then crickets window closed and that was it. I waited a few minutes and nothing. No thank you or this completes your order have a great day. Nothing. If my wife didn't like this place i wouldn't go anymore. But then again cant really mess up a salad. Its to bad. I really like their chicken. I wish Juan Pollo was nearby.

I don't do reviews usually, but this is one of the worst food chains I have been. I ordered my food and waited 30 minutes but no food. Finally, I refunded my order and hope it's my back to my card

They claimed they ran out of change, they didn't ask if I had a ten, which I did. They just let me and everyone else in line, sit. It's not the first time I've had very poor communication with this store. Would recommend going to any other store. (My meal was just under $10, I paid with a $20.) Not one word asking if I had a ten. Just let people sit.

I guess if you order here from through Uber they don't care about the quality of your food. Burnt chicken. Salad looking all soggy and nasty. And they don't even make sure you get your full order. Missing items. Never ordering from there again.

Ignacio Saucedo

Bad the portions are too small sometimes the street vendors give better deals

Glen Waldow

Worst El Pollo Loco experience I've ever had. Just avoid this location. First two plates looked worse than this 3rd try.

Kiki Harlow

Unprofessional staff including the one taking your drive thru order and the one handling your food out, is this a restaurant or is this a place to come and play dumb? Jose S was trying to argue with me about handling my order as if I’m blind that’s clearly missing things little boy go back to school because clearly this isn’t a job for you!

Ceci R

The restaurant had a very dirty look and feel!! The cashier was new and did not know how to take the order, which is understandable. It took about 15 minutes to put the order in and an added 30 to get the food, which was not even the correct order. I could not understand why my grandson would not eat his burrito as he always gets the same thing. The tortilla was burnt! I would have went and swapped it for a new one but it was so obvious they wer struggling! Service was awful, they seemed to be VERY understaffed also! Worst El Pollo Loco vist ever!

Jesus Rios

Went through the drive-thru messed up my order . I call the restaurant when I got home. She said she was she was going to write my name down so I can go back another day and get a meal. I drove all the way back the manager wouldn't even help me he wouldn't even talk to me she told me that they have nothing for me. Bad service. He treated me like if I was a guy from the streets asking for free food.

Escanor Zick

None of the employees care about the in person customer, rude face rude attitude, store very dirty. Kitchen is a mess from the view to inside. Wrong food came too. Never come back.

Soheila Hadi-Sadegh

This was the worst experience I’ve ever had here… first of all I had to repeat my order 4 times to them to get it. Still messed it up, my BRC(beans rice and cheese) burrito was completely cold and missing the actual beans. They didn’t even have half of their menu so I didn’t even get to get food for my whole family here. Super disappointed and will not recommend or return to this location.

Jamie M

UPDATE: 3 years later and they still mess up. I CAN'T EAT DAIRY! They put cheese and sour cream on my food when I asked for none and you could tell they tried to take it off but there was still little pieces of cheese and sour cream. They obviously follow very unsafe food safety practices. You can't just try to take it off and give it to the customer anyway! Then of course they didn't have my drink, didn't give us the churros and gave us corn instead of flour. You can see the clump of melted cheese in my picture. I always come here because it's right by my house and my kids don't like burgers and other fast food around. Unfortunately there is always an issue with my order. They don't get it right, they forget something, the rice is really old and dried out. I've called a few times to complain and the manager was cordial, offers free food but it feels very awkward so I never get it. It is honestly a hit or miss coming to this location.

I want to be clear, the food is generally good. However, if you redeem rewards at this restaurant they will pick out the worst food that's on the grill and that's old to fill your redemption that you earned. I received at two piece dinner the chicken was dry burnt it appeared and tasted like it was two days old.

The drive through takes toooooooo long!!! what’s the point of fast food when you have to wait over 20 minutes. Never had to wait so long at other locations.😠

Marina S

They have served me burnt rice on multiple visits. It looks like they just gave me old rice. It's very ofputting.