El Pollo Loco

Persia Mehrian

I had a free large drink reward on the app but couldn't redeem it in store. I showed Danny and he gave me the drink anyway without redeeming the reward. excellent food and excellent service. Danny was very nice and made sure I got my drink and my order. Will continue to come back.

Deja Adams

Had a burrito from here from the free burrito sign up ... But I couldn't retrieve it because I redeemed it and it had already expired before I got there... But the manager was so nice, she accommodated me, and luckily she did because it was late and I was hungry... & It was so delicious ❤️ thank you, I'll be back

This location has spotty service. Sometimes excellent speed in drive-through, Sometimes aweful. Last night was aweful. There were no cars in front of me, and I was asked to wait a minute. One minute turned into 10 minutes , but no one answered. Finally came back.

I really like the grilled teriyaki chicken. I don't use the sauce so I always get it on the side, brown rice and this time I tried the new steak and shrimp. It was very tasty. Not spicy. They add a little too much potato for my taste. If they replaced it with mushroom and/or bamboo shoots it would be very tasty. The staff was very friendly and helpful. Worth the trip

Great! Alejandro and Jose were very courteous and didn't give me a hard time or tell me that they couldn't cook the chicken for extra time like I always request at other restaurants. Even gave me the meal deal that I didn't notice without getting upset! Those guys are great and very accommodating.

I had to ask for sauce several times until I got the amount I needed to finish my food ! Also, I ordered chicken Avacsdo burritos, and there were very few pieces of chicken ... very, very fee! So I was wondering why I was given less than before I had it ? Are they running out of chicken ? Then they should call it , bean & rice burritos! Since there were rarely any chicken in my burritos ( 3 of them),

I understand they may be short staffed but to close the inside during peak dinner time(6:45pm) even to people just picking up online orders, is absolutely ridiculous. The drive through line is absolutely massive because of this. The food is good and fair price, but why inconvenience your customers so much, especially when there’s an online ordering system to SAVE TIME.

I keep trying at West Hills El Polo. But almost every time an item is missing. After waiting over 15 minutes for chicken to be cooked and it was almost dinner time. They forgot my flour tortillas and purchased churros and they were hard as a rock. I even asked twice are you sure everything is in bag and was told yes. Not wasting gas to go back

My chicken smelled a bit and it didn’t taste great I had order classic double chicken bowl My other order was shrimp tostada but that was good

Dear owner, Just a quick friendly note to you. I’m also a franchise owner and I understand how hard to run a successful business. You need to do something with the staff. I see most of the reviews here related to your staff. I came into the store, waiting at the counter to order for my kids. 5 min. passed, around 6 employees behind counter and yet not a single person came to take my order. Decided to go to the restroom instead to give them more time. I came back, stood there for another 2 min. NOT A SINGLE PERSON would even acknowledged my present. Shook my head and left. I hate to say this to you, but you really need to do some house cleaning. Best of luck.

The overall impression is mixed. Not all drinks were available — some sodas were missing, and a few options in the machine didn’t work at all. During lunchtime, especially at peak hours, it’s nearly impossible to find a free seat — the place is overcrowded. As for cleanliness, this particular location wasn’t very clean: there was trash on the floor, tables weren’t properly wiped, and the general condition of the dining area left much to be desired. Definitely room for improvement.

Alex S

The overall impression is mixed. Not all drinks were available — some sodas were missing, and a few options in the machine didn’t work at all. During lunchtime, especially at peak hours, it’s nearly impossible to find a free seat — the place is overcrowded. As for cleanliness, this particular location wasn’t very clean: there was trash on the floor, tables weren’t properly wiped, and the general condition of the dining area left much to be desired. Definitely room for improvement.

Moon Fairy

My chicken smelled a bit and it didn’t taste great I had order classic double chicken bowl My other order was shrimp tostada but that was good

Linda Higgins

I keep trying at West Hills El Polo. But almost every time an item is missing. After waiting over 15 minutes for chicken to be cooked and it was almost dinner time. They forgot my flour tortillas and purchased churros and they were hard as a rock. I even asked twice are you sure everything is in bag and was told yes. Not wasting gas to go back

Kevin L

Dear owner, Just a quick friendly note to you. I’m also a franchise owner and I understand how hard to run a successful business. You need to do something with the staff. I see most of the reviews here related to your staff. I came into the store, waiting at the counter to order for my kids. 5 min. passed, around 6 employees behind counter and yet not a single person came to take my order. Decided to go to the restroom instead to give them more time. I came back, stood there for another 2 min. NOT A SINGLE PERSON would even acknowledged my present. Shook my head and left. I hate to say this to you, but you really need to do some house cleaning. Best of luck.

Great Food, NEVER OPENS ON TIME, always 10 to 60 minutes Past the 10:00 am posted opening time. The employees Hide inside and won't open up. Go to the El Pollo Loco on Topanga & Roscoe, 5 stars all the way.

I'm sad they discontinued the salads. They where so good. Workers are always rolling their eyes to you. Even for no reason and they are the ones making a mistake. I almost go there in a regular basis and ask my soda with no ice. Then they proceed to give it with ice, then roll their eyes because I turn it back. Can't have ice because my throat has a problem with it sorry you pretended to listen to my order but then just completely ignore it.

There was an Avocado sticker in our food (double chicken bowl), it shows that they don't wash anything before preparing and not doing their job right. You can see its photo on the photos section, I couldn't add it here.

I just came from picking up an order of double chicken avocado bowl. I also ordered Mexican hot chocolate (excellent.). And tortilla soup. Also excellent. The salad, however, looked like someone had eaten half of it. It had one little slice of avocado, a little bit of dry chicken (certainly not double) and a few leaves of spinach. The dressing container was half full and leaked into the bag they put it in. But you could tell it had never been full. Totally NOT a double chicken avocado bowl that I’ve had in the past and nowhere near the picture on the menu. Extremely disappointed.

Food is good. The service here has gone downhill. I was here last week only drivethru was open very slow and was missing an item. Today i waited 30 mins for drivethru the man at the window was dresses sloppy and could not be efficient in any way got the drink wrong and just was not very pleasant. Looks like he needs a new job

update review, just bought 16 piece family meal. I recall the salad being larger from last year. Now i think they change the size that is not worth buying with 16 piece family meal. Salad was only maybe 2 people at least. Now the other issue is chicken was a bit over cooked. It wouldn't bother me but more than half it was like that. Also please review your order before leaving the drive thru. They are not checking order if you have everything in there. I noticed other customer complaining in front me the drive thru so I hope training is not the issue in this location.

A confusing menu while ordering off of the specials. The touch screen ordering needs to go! Employees need to be able to understand ordering away from specials. I had to wait over 15 minutes for the employee was able to understand the order for the customer before me, necessitating me to wait a half hour for my "to go" meal.

Ordered two Mexican salads online was supposed to be ready to pick up at 6pm, got there about 10 after not ready, their first attempt at making them they gave us a large Cesar salad, we had to show them their menu and explain how to make them. Finally on the third try they were able to make the correct salad and the right size. It's not that they were busy rhe restaurant was empty and no cars in the drive through. Talk to the manager three times.

Terrible experiences every time. Have tried to go to this Pollo Loco several time to try and get food with my dad, yet every time the doors are locked and no one is inside. We’ve gone at 10am, when they supposedly open, 10:30am and even 11am, and nothing. The one time we were able to get food I ended up with food poisoning. I understand that it isn’t the employees fault for the food poisoning, but they either need to change the times when they say they’re open or open on time.

Tom Cagan

A confusing menu while ordering off of the specials. The touch screen ordering needs to go! Employees need to be able to understand ordering away from specials. I had to wait over 15 minutes for the employee was able to understand the order for the customer before me, necessitating me to wait a half hour for my "to go" meal.

Nick P

Ordered two Mexican salads online was supposed to be ready to pick up at 6pm, got there about 10 after not ready, their first attempt at making them they gave us a large Cesar salad, we had to show them their menu and explain how to make them. Finally on the third try they were able to make the correct salad and the right size. It's not that they were busy rhe restaurant was empty and no cars in the drive through. Talk to the manager three times.

Gover Olivares

Terrible experiences every time. Have tried to go to this Pollo Loco several time to try and get food with my dad, yet every time the doors are locked and no one is inside. We’ve gone at 10am, when they supposedly open, 10:30am and even 11am, and nothing. The one time we were able to get food I ended up with food poisoning. I understand that it isn’t the employees fault for the food poisoning, but they either need to change the times when they say they’re open or open on time.

Currently waiting in the drive through, have been sitting here for 27 mins for a fast food salad. This location needs to hire more, friendlier people who dont mess up the orders, and probably a better manager. We were hesitant to come to this location based off mistakes from previous visits but we made a spur, quick decision to go through the drive through because the line was not even that long...big mistake because somehow my wife & I have been sitting in the drive through for half an hour. This is the worst el pollo loco there is. Prefer the one on Roscoe and topanga to go to!

Where to begin super slow went in for a simple pollo bown and it took them 25 minutes come on really its a pollo bowl for crying out loud and to top it off their where like 7 people waiting for their food all where upset complaining about their service how slow 🐌 to get their food and even people that order online did not had their food ready for them when it was supposed to be why alert them and tell them food will be ready when its not so annoying either the owner needs to retrained them with everything even customer service what a joke pretty sad. Get it together guys 🤦🏽‍♂️ corporate you guys need to jump in the reviews are horrible i should of listened.

The worst el pollo loco in the valley. They never get it right. Now I like to give places the benefit of the doubt as people can have a bad day and make mistakes. 4th time in a row this place gets it wrong. This instance made the cake tho. I ordered a chipotle burrito no cabbage.. an avocado bowl no cabbage… another avocado bowl no cabbage … each item had cabbage … and one of the bowls had absolutely no chicken… I mean literally no chicken not a little chicken … no chicken … like someone literally forgot to add the chicken. All bad waste of money ….

They close the drive-through early. 2 hours early. So I went inside. Albert here at the West Hills location was not wearing his gloves in the kitchen. I very nicely said Albert you forgot your gloves. He didn't look at me just held up his index finger as if indicating I should wait. Until he walked away. I then noticed both guys working on the chicken we're not wearing gloves. I don't think anybody working here is very much out of high school. They need supervision. Please take care of this the community is depending on you.

The person at the register was also expediting food to dine in and to go and pick up, my order took 20 freaking minutes and couple pick up guys were very upset because it took them longer. The guy was kinda drowsy or really lethargic, and other employees didn't care neither

So upsetting. We all got food poisoning afterwards. Friday night got dinner here, Saturday three of my families including me had vomiting several times and had to go to ER. One other members didn't eat any and he was fine. This is the worst one can expect from a restaurant. They have serious problems to fix.

This place absolutely sucks. Food and service. Got so sick from here. Unbelievable!I don't know what happened to that place but it needs to go. I'm never eating there again and I'm spreading the word every way possible. Do not eat at this El Pollo loco..

I’m very disappointed. The chicken is burnt, literally black. The rice is stale, hard and uneatable. The lemonade tastes like it was made from “fake” lemons. I’m afraid to try the quesadilla since nothing else was any good. I asked for avocado salsa, and it was not in the bag. Check your order before you leave (should you choose to go there). They’ll get it wrong. I won’t go back.

Slow, unprofessional, they mess up your food. Ordered a chicken avocado quesadilla, waited 30 mins, checked my quesadilla before leaving and it had NO CHICKEN. CHEESE WASN'T MELTED. MANAGEMENT SAID THE COOK WAS NEW.

Today's lunch was a nightmare!! We did an online order for pick up. Why is pick up available but not defined as drive thru only? I placed my order at 11:33. It's 12:10 and I'm still in the pick up line. The doors are locked. They don't have a sign up stating dine in is closed. They won't answer their phone. My food has been ready for pick up for over 20 minutes. The person in front of me in the drive thru waited for over 3 minutes to be acknowledged at the speaker. When I checked in and finally got to the pick up window, the man working was reading off someone else's order. I reconfirmed my online order and he couldn't find it even tho it was confirmed when I was at the speaker. I'm assuming because it had been so long that it doesn't come up on their screen any more. I ask what's going on today and was given no answer. I asked who the manager of this location was and the guy looked at me like I was asking him if he had been to Mars. I finally head back with my food. I get home, unpack the food and find out that the kids meals were missing their juice boxes and my tostada had clearly been sitting for 30 minutes letting the hot contents steam and wilt the lettuce. It was inedible. I threw out most of the food. The kids said their chicken was cold. I'm very disappointed. If they had a sign up acknowledging there was an issue, I would be much more understanding. This was the worst fast food experience I've had in years.

Ordered curbside pickup online for 6:15 pm. Ordered one hour in advance, small order. Arrived at 6:15 at curbside pickup, sent text that we had arrived. Waited 15 minutes, nobody appeared. Went inside, order was not even started. Waited 10 more minutes for order. Noticed that some employees were taking a break. When we got home, discovered that order was incomplete. One wrong item and no tortillas. UNBELIEVEABLE!

I usually like to give good reviews of food, but this place definitely deserves a bad review from me. There’s been a couple of times I ordered the chicken bowl and the rice just tastes old! Literally the rice is so hard to chew, I can’t believe this place would serve old rice and do something like this to the customers, as if it is okay to do. If this place is capable to serve old rice that’s been sitting for days, I can see this place serving old meat as well. Shame on you!

The worst chicken ever, super dry but super dry. I eat 2 at home I was hungry but even do I was hungry it was terrible disgusting. PCs were very small. Sometimes when you are hungry you fell like anything taste amazing but this time was not like that.

Dry, burnt chicken. Tasted like I was chewing on charcoal tablets the whole time. The grill clearly wasn’t cleaned because I kept getting nasty, bitter burnt bits in every bite. Disappointing and inedible.

The salsa looks like it's been sitting out for a while and old and the chicken on this thing was all grizzle burnt and the other parts of it seemed uncooked. I don't think chickens supposed to be pink, I really hope I don't get sick from this... Nothing like eating something that makes you feel disgusted

Gross and disappointing. Scarce amount of meat, which was pretty much the throwaway parts of a chicken. It almost seems like they somehow ran out of servable chicken and gave me what they had tossed to the side. They even included a chicken bone the size of my finger. How does someone miss that? An employee saw that and thought it was acceptable to serve it. I gagged as soon as I opened the container. Normally, I would try to let a bad experience like this go. However, I've had multiple bad experiences here in terms of not getting my order right or seriously skimping out on ingredients. I live close to this location, but I'd rather go to any other fast food place nearby or even drive to the other location on Roscoe. Check the pictures for proof.

We usually order online but this time my kid insisted to dine in! The place was empty but there was latterly not one clean table to sit in, so I had to clean a table with wet wipes to be able to sit. the kitchen was super dirty, food everywhere on the floor and it was a big mess. Even the packaged sauces that they gave us were dirty. I couldn’t eat and I will never order from this location again. I wonder how this location is managed because it definitely not A.

Food was under-cooked !!! They have horrible customer service! The hours say from 10:00am-9:00pm got there around 10:45am the lobby was still locked both doors

Edwin Caballero Rayter (COCU)

The worst chicken ever, super dry but super dry. I eat 2 at home I was hungry but even do I was hungry it was terrible disgusting. PCs were very small. Sometimes when you are hungry you fell like anything taste amazing but this time was not like that.

Nik Glukhov

Dry, burnt chicken. Tasted like I was chewing on charcoal tablets the whole time. The grill clearly wasn’t cleaned because I kept getting nasty, bitter burnt bits in every bite. Disappointing and inedible.

Jordan K

The salsa looks like it's been sitting out for a while and old and the chicken on this thing was all grizzle burnt and the other parts of it seemed uncooked. I don't think chickens supposed to be pink, I really hope I don't get sick from this... Nothing like eating something that makes you feel disgusted

Alex Hacker

Gross and disappointing. Scarce amount of meat, which was pretty much the throwaway parts of a chicken. It almost seems like they somehow ran out of servable chicken and gave me what they had tossed to the side. They even included a chicken bone the size of my finger. How does someone miss that? An employee saw that and thought it was acceptable to serve it. I gagged as soon as I opened the container. Normally, I would try to let a bad experience like this go. However, I've had multiple bad experiences here in terms of not getting my order right or seriously skimping out on ingredients. I live close to this location, but I'd rather go to any other fast food place nearby or even drive to the other location on Roscoe. Check the pictures for proof.

rania

We usually order online but this time my kid insisted to dine in! The place was empty but there was latterly not one clean table to sit in, so I had to clean a table with wet wipes to be able to sit. the kitchen was super dirty, food everywhere on the floor and it was a big mess. Even the packaged sauces that they gave us were dirty. I couldn’t eat and I will never order from this location again. I wonder how this location is managed because it definitely not A.

Deven Childress

Food was under-cooked !!! They have horrible customer service! The hours say from 10:00am-9:00pm got there around 10:45am the lobby was still locked both doors

It takes a lot for me to take the time to review a fast food restaurant. For the THIRD time in a row they forgot part of our meal in the drive through. I called and they were apologetic but COME ON. Just flushed $10 down the toilet. Not going back out with my kids at home to get our sides. It isn’t rocket science. Please pay attention and complete orders.

This location is absolutely terrible. Just an advanced warning, you will probably have items missing, issues with items, or just fussy employees getting mad for asking for one more salsa. This place is truly a joke. Tried multiple times to give chances , and still same issues with no improvements.

Most unhygienic atmosphere in this restaurant I have ever seen. The nasty smell as soon as you enter and all the tables are dirty not even a one clean dinning table. It’s hard to breathe with that nasty smell. Poor customer service they don’t bother to clean the tables for customers. Never go there with family and kids not recommended at all . Went there for dine in but left without eating

This place has got to be the worst El Pollo Loco I have ever been to. Dirty restaurant unprofessional servers bought some soup got home and it was ice cold terrible. Terrible experience.

The chickens were so salty and dried. Last month, I bought 2 times at this West Hills location, the chickens were so salty and dried. Today I wanted to try another El Pollo Loco in Canoga Park. Their chickens were moist and tasty, not dried and salty like the West Hills location. The cooking staffs need the be retrained, otherwise wise, the West Hills location will be losing a lots of customers. Tim - West Hills.

Sumbal Asif

Most unhygienic atmosphere in this restaurant I have ever seen. The nasty smell as soon as you enter and all the tables are dirty not even a one clean dinning table. It’s hard to breathe with that nasty smell. Poor customer service they don’t bother to clean the tables for customers. Never go there with family and kids not recommended at all . Went there for dine in but left without eating

Mark Gambino

This place has got to be the worst El Pollo Loco I have ever been to. Dirty restaurant unprofessional servers bought some soup got home and it was ice cold terrible. Terrible experience.

Tim Pham

The chickens were so salty and dried. Last month, I bought 2 times at this West Hills location, the chickens were so salty and dried. Today I wanted to try another El Pollo Loco in Canoga Park. Their chickens were moist and tasty, not dried and salty like the West Hills location. The cooking staffs need the be retrained, otherwise wise, the West Hills location will be losing a lots of customers. Tim - West Hills.

Jenniffer Lewis

It takes a lot for me to take the time to review a fast food restaurant. For the THIRD time in a row they forgot part of our meal in the drive through. I called and they were apologetic but COME ON. Just flushed $10 down the toilet. Not going back out with my kids at home to get our sides. It isn’t rocket science. Please pay attention and complete orders.