Super nice people just double check your order is correct before leaving

Food is good service is awesome an place is very nice. I love the new ordering system may take a lil longer but it's good

Betty Bet

Unfortunately, the chicken legs and thighs are smaller and can be dry from over cooking or leaving on the grill too long, in hopes of keeping the chicken warm. I have to ask for juicy chicken in the beginning of my order. Otherwise, it's good. All the sides are good. House salsa is okay. Mild. The guacamole salsa is good. The drive through had some issues with reading the right order to the customer, but not checking every side. Therefore, I got another car's order. They probably were offered mine. They were smart to check before they drove off. Unfortunately I did not. I got home and had to eat 2 different sides than I had ordered. Manager fixed it the next day. So, we're all good.

+1

My food is always hot and tasty when I order from here, my only gripe is that often times they run out of salsa, which is most peoples favorite part of their El Pollo Loco experience. During my recent visits they seem to have finally addressed this issue. Friendly and professional staff.

Got a coupon in the mail for a Meal for Two for $10 so decided to stop by and get El Pollo Loco for the first time in years. Came around 3:45 so it wasn't super buy. Person taking my order was courteous and quick. Was in and out in less than 10 minutes. Pretty good deal and the meal was satisfying for my wife and I. Was going to use the app but the coupon price was cheaper. Nice to see all the employees wearing masks. Will stop by again if we get another coupon next month.

Usually the food is consistent, but this location had very small portions and was out of the basics...tortillas and green salsa. The staff was not fazed at all... sort of "take it or leave it". Maybe I'll give them another try at some later date.

I checked in with the elites before I reviewed to see what their ratings were because I was admittedly shocked at the low rating! Granted, this was my first time eating at El Pollo Loco and my first time at this location....and it was at 11 in the afternoon. SO keep that in mind. I chose one of their healthier menu items which included broccoli, some enchiladas, and rice. It was really good, filling, and most definitely a better choice than the burger places around it. I felt like I had a warm meal without pigging out, and i had something healthy without feeling like I was missing out. The service was pretty friendly and I got my food pretty quick. I don't really rate fast food or fast casual places too high because there is a certain expectation with them. I know what I want, I order it, and I know how it is going to be every time. Sometimes you get outstanding customer service, sometimes there are moments that stand out, but usually, a trip to one of these places is pretty standard.

Sergio Zermeno

My wife and I have been coming this El Pollo Loco location in Alhambra for many years. We enjoy the food especially the chicken we have try even items on the menu including new items that comes and go. We have been different El Pollo Loco restaurant some looks different from the interior. And they were changes throught the years.

Walk in service is always slow, and drive thru is not that great. Employees are not that friendly. I have seen verbal discourse between employees with more than one visit. I am trying their app now to see if this is a better option when I have to come here. Environment is clean at times, this place can be busy during high traffic hours. Food preparation is good never had a problem. I walk in because drive thru makes mistakes on your order and you have to check and I always feel rushed. I have another location that when I am in that area I go to and the experience is completely different.

I like the fact that as soon as you walk in you feel the AC and it's clean. The cashier could have been a bit more customer friendly, she was talking so fast and asking the questions I had already given answers to, and the end she still did not get my order right and They forgot to add my tortillas. Overall, customers service from the other employees was friendly. Specially the guy with the pony tail he was very attentive to its customers. And food was very fresh! Will come back again.

Came here to get some quick churros. Staff took a bit of time preparing my order.

the drive thru line here was ridiculously long, busy and cut through the parking lot. i decided to just hop out of my car and grab my food to go by going inside the restaurant. they were out of my favorite salsa and the food came out a bit slower than i expected for the small order i made. overall, it was an okay experience as the customer service was fine.

I love El Polo Loco's food. But the side portions have gotten markedly smaller, which is disappointing. But worse is that this particular store always looks dirty. On this most recent visit, the spills on the salsa bar had been there so long they had dried. There was soda syrup running down the front of the soda counter, not just on the machine, but all over the counter and faces. My food was great, but the dining room experience left much to be desired.

I frequent this location often and I am generally satisfied. However, this Saturday evening I was less than satisfied. I purchased a 16 piece family meal. As I was receiving the bag of food from the cashier, I realized I was not asked whether I wanted mixed or leg and thigh. (I am sensitive this this as my husband will not eat thighs.) I asked the cashier whether my order could be fixed. She turned to another employee and I could see that I was being perceived as a problematic customer. The second employee approached the window and asked something like, “is there a problem?” curtly, which confirmed my impression. I was told that because the food was in my possession, nothing could be done. I left but returned because I also wasn’t given salsa. Upon returning, I spoke to a shift lead who was absolutely lovely. She understood me and provided the food I needed for my home. It is a lot of money to purchase these meals, especially these days. It was such a relief to feel valued as a customer by her. Thank you.

Angel G

I like the speed and simplicity of service here, but, they always give drive thru customers smaller portions with not so fresh quality. My avocados are always browned and mushy, close to going bad. Chicken can sometimes be tough and taste likes it’s been out for too long. They should definitely consider treating drive thru with fresher quality foods 🤔 Everything else is good tho.

Joshua Gonzalez

Visiting Cali from Colorado, I bring my girl to try you guys out again. Last time was around covid, and the food was horrible mac and cheese overcooked and not thick and creamy. The mashed potatoes were the only thing she liked, but the chicken was good imo. So now, 2 years later, visiting again, I convinced my girl to give it another shot. Same thing watered down overcooked mac and cheese and bow watered down mashed potatoes, I'll give you the chicken was still delicious. I used to think it sucks not having an el Pollo Loco in Colorado springs but bow I'm not too sad about it. Also, the restaurant was pretty clean, so the props for that, but the service was super slow. I really wanted to like it but can't bull the tastebuds.

+4

John Wayne Bebout

I ordered a two-piece combo beans and rice flour tortillas haven't been here a long time didn't realize that everything is ordered by computer not only that after I got my food the flour tortilla was hard as a rock on the edges didn't want to make a big fuss about it when I asked the person on top and a mask over his face couldn't understand where he was saying had to ask him like three or four times and finally he said it's an extra charge nice to have no problem with that I didn't bring up the tortillas hard as a rock though for you guys at your establishment keep an eye on your tortillas something this long to be something huge.

Angela To

Be careful when you order on the app for pickup. Sometimes they short change you on stuff. Was suppose to get 12 tortilla wraps and ended up with only 6. Always check the order before you leave. One time I caught them forgetting my salad dressing or they give you less sauce if you aren’t there to ask for it.

Dianna Neace

The service was great. I ordered double chicken avocado bowl. Chicken avocado salad. The avocado bowl had bad avocados in it. The salad had burnt chicken in it. The price was a little high. To buy dinner. I didn't go inside. Drive thru was quick. It was clean. It was good except for the food. I probably won't go back to this one. They must have a new cook. This is the second time I had burnt chicken in my salad. The portion were big enough.

Brandy Waller

I would've given them a 5 star if my broccoli was cooked. It was crunchy like straight out the bag crunchy. It wasn't even warm nor any seasoning (do they season their veggies?). I went ahead and steamed it for my baby and I. Other than that, the customer service was good.

Maxwell Meza

I think I got overcharged on my bill, because I'm not from this area. I didn't want to make an issue. However, for a 3-piece meal and a drink, I paid over 30 dollars. The girl was rude and had no patience for working the drive-thru. They need to send a secret shopper to see and fully understand the dynamics of this restaurant. Maybe it was just an off day for that person. However, it is still no excuse for an employee to treat a customer in an unfriendly attitude.

I had to wait an insanely long time in the line and the chicken pieces you needed a microscope to see them I had to return them back and get them to make up the difference with an extra piece because after all that waiting in the line to get the tiniest possible pieces was not cool. Overall El Pollo Loco has a great concept they just need to tighten this location move the car line quicker have more employees and give better cuts of meat... don't be stingy y'all

The food was decent but man, this place is not being run very well. They were out of chips on one occasion, and out of tostada shells today, an hour and a half before closing. I get not wanting to waste stuff but obviously they need to be making more chips and shells. Waited a very long time to order at the menu board and the dining room was closed an hour before the posted closing time. They also gave us corn tortillas instead of flour like we wanted. Like I said the food was fine but this experience was a bad one overall.

Don’t use mobile pick up or in store dine jn. They’re always super slow. The app said it’s ready at 1030 when I arrive it shows completed. But it hasn’t been made yet. They make it in front of me at 1038. And no one is able to pick it up from the ready area to bag it until 1045. Mjnd you I’m in a 30 min lunch break. Always go through drive through. They prioritize that. And mobile order is useless.

Tonight I ordered the pork canitas tacos at the drive-through at the Alhambra location. I now wish I had decided not to. I told the young man taking my order that I didn't want any sauces, no Pico, as I'm allergic to jalapeños and hot peppers. I've ordered these pork canitas tacos before in the Pasadena location and loved them. I'm not sure what taco I was given at Alhambra location, but there was no avocados slices, no cilantro or onions, and the tacos were smaller. And there was green sauce on the tacos. They were not very good, I didn't like these tacos. This is not the first time the Alhambra location screwed up my order. My experience is that they don't listen to you when you ask for deviations on your order. But I was on my way home and took a chance. I wish I hadn't.

This location has a lot to improve on, especially the customer service. The two times I've been I was told they didn't have any more tortillas for burritos. This is understandable as inventory can run out. My suggestion would be to make sure you have inventory since this seems to be a recurring issue. What isn't understandable is getting treated poorly by the staff due to a request made. Before ordering, I was told the items that weren't currently available. Ordered the meal for two and asked the employee if they would be willing to compensate 1 additional side since they were out of salad (2 come in the meal for two) and torillas that evening. They accepted the request and I thought everything would be ok. To my surprise, they decided to short us 2 pieces of chicken. Four pieces come in the meal for two. I guess the silver lining is that I saved some money with a coupon sent in the mail. Working in fast food is not easy, I understand that. It is not, however, ok to rip off your customers because of a request you accepted.

Helpful staff - so I give it two stars. The food itself has caused me gastric distress twice in a row now. Both for chicken bowls that I ordered two years apart. The food kind of smelled rotten which should have been a red alert. Shame on me for trying this restaurant a second time, I was stupid. Some things do not change.

We haven't been here for quite a while because they are either out of tortillas salsa and or chicken... yup chicken! Hard to believe since their name is literally CHICKEN. The restaurant was dark and We thought the dining room was closed to walk in. Very uninviting. Once in the cashier looked scared outta her mind and really needs to speak up. She took our order but I thought she was going to pass out! The store was dirty so heck no we didn't eat in. The food was pretty good but all in all we probably won't go back.

We buy 12 pcs more than half of it is burn,it takes us more than 40 minutes to way For our food we are not satisfied of what we pay its disgusting no more Pollo Loco at all

Ordered a 2 pc meal and only got 1 pc...had to asked for salsa and girl had an attitude..

I like el pollo loco but not as much as before. The food and portions size has changed throughout the years. The service here always sucks. They have bad service most of the time. The times I've been to this location almost always I stand and wait for service and I'm aways ignored. The employees are either at the drive through or at the food service area. But no one asks if I need anything. It makes me feel like skipping el pollo loco at all their locations and boycot the restaurant completely. And if the service was bad before its going to get worse with the new computerized menu order service. Because the company doesn't want to pay a human person anymore.

It's gotten worse over the years. They now no longer have a server taking your order, just a kiosk. The problem is the menu / user interface blows, is not intuitive, and poorly organized. The service is also bad, I told them the meal was for eating in the store, yet they didn't give me utensils, napkins, and forgot to give me the cola which I paid for. The tables were dirty, and the trashcan overflowing. This is before we get to the food quality... The chicken, in a word, is dry. In two words, hella dry. I dunno if it's just the batch tonight, but it's really, really poor. With all the other negatives above, I don't think I'll be back any time soon to find out. el pollo loco, you had a good run, but if you keep doing business like this, it's time to say adios.

Stop eating after seeing . No hot sauce after asking . Have to ask for utensils and napkin

I've been to a lot of El Pollo Loco's over the years since I like to eat a healthy Mediterranean diet, and EPL's quality and flavors are usually consistent wherever I go. After a long day of working in Alhambra, which is about an hour away from my home in Marina del Rey, I decided to wait out the traffic and grab dinner before heading home. This El Pollo loco was about a mile away from my location and on my way home, so I decided to stop here for those reasons. I placed my order with the young cashier girl for a double chicken avocado salad and a few extra pieces of dark meat flame-grilled chicken. As I was waiting for my food, I overheard the cashier talking to other patrons and apologizing numerous times. For one patron, it was not having any pennies for her change. For someone else, it was something else, but she kept saying "sorry." When the man in front of me received his food, the young cashier girl apologized to him and said that they are out of pico de gallo salsa. My heart sank. There is no substitute for the pico de gallo salsa. I was almost ready to cancel my order and go elsewhere, but when I received my food, I expressed my disappointment to the cashier and told her to just give me some chopped tomatoes. She said that she's sorry and they don't have any, and that's when I started getting upset. "This is a Mexican restaurant, how do you not have tomatoes? Just get me some chopped tomatoes, onions, and cilantro, and put it in a container." I didn't even ask for any lime. One of the cooks in the back overheard our conversation and did just that. When he handed the container to the cashier, she said that this mix is generally reserved for their burritos. Little did he know, he saved the day. And little did she know, if a restaurant is out of one of their staple ingredients, it should be communicated to the customer prior to an order being placed. She was obviously too young and inexperienced to run the place, but I wasn't asking a lot, and it wasn't busy. When I got my food and went to sit down, I noticed that numerous tables were dirty and unclean from previous diners. I chose a table that didn't have any visible food residue on it, and it was so gross that I put my phone on the seat cushion instead of on the table. Upon eating my food, I realized that the cashier didn't give me the creamy cilantro that was supposed to come with the salad, nor were there any napkins in the bag or on the table. I also saw another diner across from me who was sitting next to the exit door and sleeping with his head on the table. I couldn't tell if he was homeless or what, but he had a suitcase and some strange accessories. I don't know of any reputable restaurant that would allow its patrons to sleep there, homeless or not. It just makes for a really poor atmosphere. Although the flavors were on point, the four piece leg and thigh chicken was somewhat disappointing in that the thighs had very little meat on them, almost less than the legs. It was mostly bone. The service was terrible and the atmosphere was disgusting. El Pollo Loco, you can and should do better.

While the food quality is acceptable, the chicken portion sizes appear to be below the expected industry standards. Furthermore, the service and management teams could benefit from additional training in customer service protocols. A 23-minute wait time for a basic salad, especially one with a limited amount of chicken, is not deemed satisfactory.

Sara O’Brien

Whenever we go to this location we always never seem to get something from our order whether it’s silverware, tortillas, and our sauces. The bowls are never filled to the top unlike other locations. We began avoiding this place due to the inconsistency.

Max F Tennies

Small, scrawny pieces of chicken. Not good value. I used to love Pollo loco and used to go all the time. Ordered the 2 piece combo. Now the pieces of chicken are so small and scrawny with barely any meat on them. It's good if you like little bird bones. Way too expensive for what you get now. Drive-thru service was good.

Dear Pollo Loco Owners: I dropped by your store in Alhambra (Commonwealth Ave) just past 9pm on a Monday evening to pick-up the Leg Lovers, and the nice young girl behind the counter informed me they didn’t have any. So, I said, “Isn’t it just 3 chicken legs, and you don’t have that?” She politely apologized and said, “Sorry, we don’t have any.” I was surprised AND disappointed at the same time. Reason for my review: I’m afraid that episodes like this are going to make you go out of business. You may want to review your product availability. I really want to see El Pollo Loco succeed, since I love your flame-broiled chicken, but if you don’t have 3 chicken legs available at 9pm, your business model is in real trouble…😐 PS: I also gave you only 4 stars for the food because your chicken portions are getting gradually smaller…or anemic, as one of my good friends describes it…🫣 I really hope someone from EPL reads this, takes it to heart, and makes improvements so that you can stay in business, and your loyal customers like me can continue to enjoy your delicious chicken…😋 Amen.

My family and I have been coming to this Pollo Loco for almost 11 years. I understand that the last couple of years have been bad for all service industries. We try to be very patient with restaurants that are short-staffed. We are empathetic with everyone's situation. However, this pollo loco is beyond repair. It's almost as if this restaurant has no manager at all. No leadership and nobody is being held accountable. They close the restaurant whenever they want (during the day!). This happens randomly. Twice already we ordered online and went to pick up, only to find that we can't go in! You have to get into the long drive-through lane to pick up your food. We don't always have time to do this (which is why we order online). Aside from this, they get your order wrong and they are extremely rude. We've been patient and giving them the benefit of the doubt for too long. We will no longer be going to this pollo loco.

They are only doing drive thru and pick up from the app. They are not allowing people to go in and order which makes the drive thru line long. We waited over 35 minutes to get to the window. The chicken was overcooked and dry we were very disappointed as we passed other pollo locos to go to this one as they are pretty good with having fresh chicken but today it was a big miss. Hoping next time the wait is not as long and the food is a lot better than today. ***Decided to give them another try today. This time I decide to use the app and there is no signs inside the restaurant where to pick up and I had to wait like five minutes before anyone acknowledged me at the counter. I get my order and ask for avacado sauce and red salsa only to be informed that they only had pico de Gallo. I ordered the 12 piece mix and used the coupon on the app the was supposed to give you the 12 piece mix for $20. We get home to see we only got two pieces of breast isn't 12 pieces 1 and a half chicken so it should be 3 pieces of each. Then to top it off I noticed that I got overcharged for the 12 piece mix I got charged $23 plus tax not the $20 that the coupon said. This is getting ridiculous not sure what the point of complaining is if no one ever reaches out to try and make it right. Last time I got an email that said someone in management should reach out to me in one to two days and no one ever did. Going to have to try new chicken places soon as there always seems to be issues here.

The worst pollo loco in our local area. I’ve ordered so many times from this store since I live down the street. In person and on the app & I NEVER get my order right. Something is always missing or incorrect. I just avoid this store now and drive another couple miles to my next nearest one. It’s worth it. I suggest the same advice to anyone reading this.

Very slow ordering and meal pickup process. Entire staff lied that they ran out of sauce when they clearly still had jugs of sauce in plain sight. You can look into the kitchen line where they build burritos etc and they had pico de gallo and plenty of other sauces, yet when I asked and pointed it out to the staff they continued to be unapologetic and saying they're out. Management is cutting waaay too many corners here

The employees straight up dont care about their jobs and especially true about what you order. Ordered a keto burrito and instead got a burrito with just beans haha! tbh just stay away from this spot. All the employees are rude. Management must be trash af.

Thee worse ever! They charged me $25 for an order that wasn’t mine. What I ordered was $6.80. I asked 3x “Is this refund immediate?” 3x he said “Yes” Now I’m going have to go in cuz they don’t even bother answering the phone. I wouldn’t care but lately every single dime GOES TO GAS!!

If I could I would give it zero stars. Waited ten minutes to put my order in when there was only one person ahead of me then 20 min to get my order. I got the two piece meal my chicken wasn't cooked all the way had blood still running in it. Beans salty as heck. The dinning area was filthy. Floor sticky trash on the floor. Customer service sucked the girl at the register kept giving dirty looks.

Felt unwelcomed by the staff. There are no greetings. I walked in line and there's 2 customers placing orders on kiosks. No way I'm not paying high price for this crazy chicken and be my cashier. I walked out.

This used to be my favorite pollo loco to go too, not anymore. I placed an order for curbside pickup. When I arrived I waited 20 minutes in the car. I finally got out of my car and walked into the restaurant. It was extremely filthy .I waited 10 min for service but didn't get any so I got the worker's attention. I asked her if my curbside order was ready, she turned to a bag on the counter that had been sitting there the whole time I was in my car. She told me they didn't have curbside service anymore because they we short staffed.. I asked her how was i supposed to know that, and she told me to pay attention, no apology just attitude!

I ordered a chicken avocado burrito without cilantro and without cabbage. What I got was a chicken burrito with about 4 or 5 VERY tiny pieces of chicken. A burrito with lots of cabbage and cilantro. Not only was it missing about 90% of the chicken, it was SUPER SPICY!!! I was only able to eat the tortilla! And it cost me over $9!!! What a disappointment 😞

With this new kiosk going on they dont want to take anymore orders at the register.Register is only for ebt customers there are 2 self service kiosk one cash one card the line takes forever because as expected some people dont know how to use them . A customer asked the girl if he can have his order taken she said no there are rules that shes following that the register is only for EBT. The customer asked what if I don't want to use the kiosk as she replied then you can't order . Like really losing customers because people dont or cant use the kiosk.

Ordered a phone pickup and they had a drive thru line for it. Yeah okay that's fine, I can wait 25 mins. And then suddenly they decided to close it, and here I've been charged and the order says completed. After fighting with the servers they decided to let us through. Mind it the order was waiting to be picked up, anyway came back home to find they've only filled a partial order. Let me remind before this a different store closed and denied my order and I was still charged for it. So I have one order which I never received and will as charged and second order the very same day which I was charged for but only got a partial one? Definitely my first and last time ordering from this food chain. Goodbye. I'll be contacting my bank to get my money back.

I ordered two items & specifically asked for double chicken, I was charged for double chicken, and received items with portions that had less than usual. Not only did I pay more for less, half of it was not consumable because of how burnt and dry the chicken pieces were. The employees need to pay attention to the food they are serving. Unpleasant dinner.

Out of regular Coke , out of Diet Coke, and out of 3 more sodas. Dirty floor, awful music. Tortillas were cold. Salsa spilled on my order. The worst service I’ve ever had at a pollo local. Manager should be fired.

Do not visit this location re-routing is the best choice trust me it isn't worth your troubles! I don't know why they have 3 starts they are honestly the worst here. They either need to change management or get rid of the restaurant all together. I placed a order online for pick up and was to be ready at 816pm. I was there before the time. The doors to the restaurant were locked and drive through line was super long ( typical they take forever to start taking your order). It was upsetting to see my food getting cold on the counter top. I felt it was pointless to go on drive thru to receive a cold meal (chicken isn't good after that) Also a man doing door dash tried to get in for a pick up and they wouldn't even come to the door when he tried to signal his phone. I tried calling the restaurant a few time & the phone just rang. To top it off when you get to the drive thru speak they great you with "Hello just to let you know we have no salsa or tortillas " it is not uncommon there not the first time they constantly don't have anything.

This location is always a miss. Each time i come cashiers are very rude. As i’m waiting in line with nobody behind me or in front of me i’m standing there for a good 7 minutes all the time. Nobody volunteers to let me know i will be helped soon or to give them a second. I’ve been delaying writing up a review but here it is. Today i ordered 2 family meals for my job. (order #166 & #167) the cashier was rude as if like she didn’t like her job. The chicken pieces for my order was ready to be covered & was just sitting there on there counter WITHOUT a lid for a good 6 minutes, it was cold. Next, the gentleman bagging the orders didn’t even have gloves on as he would cover the orders with lids. As he “handed” my second order to my co worker he slid it down to her he didn’t even “hand” it to her. I requested cilantro dressing because it was a tostada salad, right? Well he gave me attitude for requesting a condiment that SHOULD come with the tostada salad. Then, he slams 1 of my bags with my order on the counter. & not to mention i was also surprised as i walked in that the place was clean because it’s always very dirty.

They always run out of the basics. I’m surprise they even have chicken. This has happened on several occasions at any time of the day. One time all they had was chicken. No salads, no condiments, tortillas. I went in the morning close to noon and I ordered a double avocado chicken salad and the container it comes in was only filled half way and barely had chicken in it. They should just be called Loco.

Go to any other El Pollo Loco but this one!!! Let's start off with Customer Service, they didn't greeet myself nor anyone else as they came in or acknowledge them when they were at the counter. I ordered my meal ahead of time online and it was in the works as I waited there. It was placed on the counter and the gentlemen moved onto the next order. Instead of asking for my name or order I had to get their attention and I told them I believed that order was for me. The worker responded back I don't think so, well how do you know if you didn't even look at the name. The other worker looked and surprise surprise it was mine. I walked out annoyed but as I unpacked my order at home there was no dressing for my salad or salsa for the family meal. I ordered flour tortillas and they gave me corn. The chicken was tasteless and overcooked even pieces were crunchy and gross. I will never go back here again and I hope that you all hear this when I say neither should you! If you do make sure you check your order and have plenty of extra seasoning at home for the flavorless and crunchy food.

My experience was awful, I keep going back hoping this place will improve as I see many other negative reviews , things I've also experienced. The staff will let you stand at the register for 5 minutes or more before acknowledging you, the line builds up and nothing. They run out of chicken all the time, I don't understand when that's their main food item. The manager is unapologetic and rude. They substituted half my order and didn't tell me. When I confronted them about it they said they were out of those items and took it upon themselves to give me other things. Instead of giving me the option to order something else. Completely unorganized, understaffed, and untrained. This pollo loco is awful.

Is there a way to not add any stars? I would give it 0 stars if i could. This place use to be one of the best pollo loco but it has greatly declined in service. First i ordered online and and got there 20 min when it said it was going to be ready in 30, anyways got there and my order was still not ready. I asked about my online order and they were giving other people before me, and to top it off there was no more chicken, no salsa, they basically didn't have anything. Instead of the woman asking people what they wanted she said "i gave you this" like really? Never again. They just lost a customer

Went inside, they do not want customers inside for a reason. She said drive through only. Manager was helpful enough to allow me to order. This place was filthy, no excuse for this since I seen a full staff and a couple customers . The floor and counter tops were as if they haven't been cleaned at least a couple days. Very noticeably dirty . Do not eat here, if it looks like this inside, what does the kitchen and bathroom look like?I have no idea how they have 4 stars

THEY NEVER HAVE ANY OF THE SALSAS. I placed a mobile order and showed up to pick up my food only to be told that they no longer sold the food I ordered. Upon asking for my money back they said the Store Manager was the only one able to process the refund. I was instructed to leave my name and number so the Store Manager can reach out the next day... It's been 3 weeks. Not sure if the phone number listed is correct since it just rings and rings and no one ever picks up.

No one to take an order. ADA not being respected.

This is the worst Pollo Loco location I have been to. So much so I had to write a review in the hopes the correct the problem here. So they took way to long to get food. We waited in the drive thru and just walked in to the place because it was at a stand still. We went in and ordered and got our food faster the the drive thru. However that was not the worst part. The food was horrible. I ordered the chicken salad my favorite, but no the chicken was hard and dry. It had all salad and like one piece of avocado. The chicken tacos that my kid got was good. He was happy with his order. The 2 chicken tamales 🫔 we ordered weren't cooked all the way. The masa was not done at all. Over all the service and food was bad, Sorry not sorry....

This has to be the WORST ram El Pollo Loco in the entire franchise. Takes forever to place an order, and receive your food… if they even manage to get the order correct. They always claim to be out of everything which at times includes chicken, beans, and tortillas (what’s left lol). They can be super rude at times and just don’t seem to care at all about service. All complaints to management just falls on death ears.

This was literally the worst customer service experience i ever had in a while. I ordered a burrito, but they gave me the value menu burrito instead. I tried to get my order fixed then the cashier mocked me and told me she would get it fixed. They served 5 people and the entire drive thru before fixing my order. I waited 15 minutes for them to fix the order. Ill never go back here. Horrible terrible terrible customer service. Their manager must really be terrible for the workers to be that disrespectful. El Pollo Loco you lost a customer for good.

Today Sunday May 1st 2022, this Pollo Loco Restaurant really sucks no salsa , dirty tables, the chicken that I bought is so over cook crunchy burned, trash can overloaded with trash , floors all sticky , Fountain drink area nasty , all sticky of horchata. Employee's suck in attending costumers no good service at all.. im not coming back here to eat. Employee's are you lazy they don't clean at all, they just talk alot instead of working. There's no order in how they work when they have to..

Arrived at ~10:30pm, and staff told us they “closed early.” The location is supposed to be open until 11pm. Reason given to us for the early closure was due to being “understaffed,” though we counted at least 3 staff members working. Very disappointed at this lazy lack of service and will not be coming again.

If I could give zero stars I would !! I also do Uber eats by the way ! I have seen countless customers complain about rotten food forgotten food and dirty kitchen no soda sticky nasty counters and floors but I still got food here today in a hurry ! Not only did I have to wait 20 minutes for them to bag the food sitting there already ready but there was a hole in side of my burrito as well as no chips with my combo then a duh in space response when I asked for the chips my wife took one bite of the chips and it was undercooked like zero crunch just horrible customer service I’ve seen staff managers yell at customers when they are just upset wit the whole situation I don’t recommend this location to ANYONE

Today, Tuesday, August 6th, it was 6:53pm. I came to this Pollo Loco to eat. I wanted a classic tostada. The employees told me that I had to order it on the screens they have there. But the screens are very dirty, they are sticky. I didn't feel like touching that with my hands. I asked the employee to take my order herself and she told me that she couldn't. I asked for the manager and he didn't want to help me either. I told them if they would clean the screen, I would place my order but I don't want to touch it like that. Well, they didn't help me. I got angry and left. I did tell them to clean it because in fact the restaurant in general was dirty, the tables, the floor. In part, it's better that I didn't eat there. I live in Whittier, CA and I often go to Pollo Loco to eat. The service is good there. I'm one of those people who likes to come in to sit at a table and enjoy the food.

The people have bad actitude maybe some bady can show to the workers little good actitude to serve

Good afternoon!! Terrible attention more than 10 minutes waiting for the order to which I was given a recycled meal from a customer I do not appreciate that they had on the counter and that asking them repeatedly if that was the food to which they only told me that the order was not ready. When the employee took out the other customer's ticket and just printed my ticket and put it inside the bag. provided by the employee who was at the counter called jasmine.

The Customer Service at this location is non-existent! I ordered my food online and waited at the counter to get helped and eventually after being ignored for about10 minutes I opted to reach over the counter for my food, if the cashier saw me doing that, she didn’t even get phased. I understand being busy, being understaffed, but with that being said the customers waiting should at least be told that they will be helped as soon as possible. This girl who seemed to be in charge didn’t even look my way the whole time I was waiting. Obviously the employees here are not being trained. I saw the drive-thru gal on the side with no customers, a lady by the food prep area wiping her counter over and over, are these people not allowed to jump in if needed? I left feeling like John Cena, they couldn’t see me…. I go home and start taking out my food, I got 0 utensils and none of the salsas that I had actually ordered through the app. I didn’t even get the dressing for my salad. I’m so disappointed with this place and I really hope they get new staff that have common sense and manners or might as well shut the place down. Next time I want Pollo Loco I’ll just drive further out.

BAD, BAd service no tortillas no salsa horrible customer service a lady ask for the manager he never show his face. Servers working with ripped gloves.

Quality of service has crashed at this location the past few years to point I’ve given up and won’t bother going back here anymore. Orders are consistently wrong and missing items (tortillas, salsa, burritos paid for but never received). Charging for salad dressing, not extra dressing but the dressing that normally comes with the salad and yet they still manage to forget that as well. Even when remembered quality is off. Tortillas have been burritos and old. Worst of all are the employees being just plain rude and getting mad at customers and calling us liars for mistakes the employees made. I’d be okay with getting the bare minimum of service (take money and give me my order), but this place can’t even do that and hasn’t for a while now.

Can't believe this location is charging for the Cilantro dressing. I have been ordering the same chicken bowl combo for years. I never had to pay .40 cents for the dressing. It's not about the .40 cents. I told the manager that I didn't know I had to pay for it. I told her next time I would pay for it now that I know. She said she NO! I asked her if she is willing to lose a customer over .40 cents, and she straight out said, "YE" with no hesitation. This happened on 4/21/23 @ 12;30pm

I been to this location straight one week and there customer service to give you any additional condiments sucks. I ask thru drive thru addition condiments. They do not give yo nothing else and say they don't have it til next day. That was on day one. Is been a week same lie. I go inside. They don't accept cash. Now. Only cards. And thru a kiosk. This service is thru the gutter. For me. Stock up on red spicy.

anyone leaving good reviews has to be friends and family of the workers. I'm always super easy on people working never want anyone to loose their job. I have been to this location 4 times all 4 through the drive-Thu. It was take the money give the change, then hand me the food and slam the window. I couldn't ask for salsa or even for an extra fork. worse they saw me still in the lane an never asked if i needed anything. I ordered a Tostada salad and when i got my food i needed the dressing. After a couple minutes waiting she came back to the window. i asked for dressing her response 'we don't have any more". I said why didn't you say that when i was ordering.No response. 3 people at my work place have told me they will never go there again.

I made an order online at 10pm. Went through the drive through at 10:10 and was told my order was ready. Got to the window and not only was the order not ready, the employees were busy chatting with a Taco Bell employee. The one girl even turned and saw me looking through the window and turned to continue what seemed like a compelling story. The kitchen worker saw my frustration and started putting my order together but not knowing how to bag because I assume that's not his job. They were out of all the sides except for Mac and cheese and rice. Sadly this was my first El pollo loco experience and will most likely be my last.

Got the order wrong, ordered TWO burritos and two chicken breasts and ended up with one burrito and two small chicken wings!! Tried to call to tell them the screw up and they don’t even answer their phone! Spam called at least 5 times and let it wring, no answer and not worth going to!

I blame the manager, Don. I’ve been to many El Pollo locations, but this needs some overhauling. 10/27 @ 5:00 pm via drive thru. “Sorry no salsa red or green and we don’t accept credit cards.” There were more items they didn’t seem to have, but I was appalled that this was the second time this week this problem happened. Not providing the basic materials for the employees to make the food for the customers, and a method to pay for it, not once but twice this week is incomprehensible. How many more unhappy customers left thinking I’m not coming here again. I was just one of many that was in the drive thru. I feel sorry for the cashier employees having to deal with the irate customers that were denied other services. At the end I got a cup of rice and medium coke for $9.

This used to be one of my favorite places to eat for a long time.. now drive thru was over 45 minutes wait, (15 cars) dried chicken, brown avocado, wrong oder (no cheese) and most important terrible CUSTOMER SERVICE the older lady was the only attentive EMPLOYEE. STAY AWAY FROM THIS PLACE..

Vikki Vinyl

What does it take now a days to perform at an all time low level of customers service? Takes nothing, no skills, no experience, no knowledge. This is what you can expect here at the Alhambra drive thru. A recent experience with a Female worker, talking back with a bad attitude. Pollo Loco should relocate her away from customer engagement.

Mike

The worse El Pollo loco I've ever been crazy enough to try again. This place sold me a tamale 🫔 that was a week old it was so hard on the end I could've broke the glass to give it back to them I was so disappointed not once but twice. I ordered double the chicken tostada and they gave me three pieces of chicken and the rest was residue from the grill. I couldn't make this up. Look at the photos. Do not eat at this place you will be disappointed, I guarantee you they will not have everything you need to complete what you paid for if it's not salsa ,or even nachos onetime for the chicken nachos on the menu. The manager was nice about the situation but I felt with gas prices at the price they are I don't have gas to be wasting for someone else's neglect to do they're job right.

Brazil Combat

I wanted to get a dinner and decided to go with them. I had pollo loco from other locations, but this one was horrible. I see as a waste of my money, flavor was awful, food seems very past fresh, everything tasted funny. I did not want to call them back and make a scene, I had to throw all food away since it was that horrible. Waste of my money, food taste horrible and not fresh. Unfortunately I had to throw away, first time in my life and very disappointed as this was the only location that I threw away any food. Please take some actions before is too late.

Sanderson Montes

They take for ever to take your order and the flavor compare to other Pollo Loco not even close for Example south Pasadena Pollo loco is supper better been here waiting 20 minutes and no one takes my other. Is always dirty as well. DONT COME HERE IT SUCKS THE CUSTOMER SERVICE IS THE WORSE AND NOW THEY ARE TRYING TO FORCE U TO GET USE TO A NEW SYSTEM THAT MAKES IT WORSE TO ORDER ON SOME STUPID SCREEN.

+1

Downey Romero

Order #8521, "To Go - Kiosk" #8821010. Very disappointed in the quality of food order and customer service was disappointing. Jasmine addressed my Mother in a stressed and irritated tone. Our church's was soggy and oily. When I requested a new order the young lady rolled her eyes and asked, "So, do you want your money back or a new order?". I asked for a new order and again rolled her eyes and went to get a new order. Then when asked if I was able to use the restroom I was told if it's locked then its busy and had to wait. 15 mins or 20 mins later the door was still locked. When my Mother and another customer asked if she could the restroom she stated, "I just told you if it's busy, then you have to wait." After like another 5-10 mins later a young gentleman came out. An employee of Pollo Loco came out laughing. Time 5:15pm. Then he proceeded to work the drive through window. I don't think he washed his hands. When I looked at the sink it was dry. Like, not previously used. Unlike the toilet that had urine on the seat and feces all inside the toilet bowl. Then toilet had wads and wads of used toilet paper. The young man DIDN'T even flush. We regret visiting this place. The food was rushed, soggy, oily, and not throughly cooked. I thought timers were used during the cooking process. I understand this isn't a passion or dream job for most people, but please don't take it out on us. We just came to get a meal. 2 salads with water and soda. We paid was asked, and garbage was served. From service to food this was a let down. Don't spend your hard earn money here at this Pollo Loco Store #5917. Apparently, the staff/employees are doing this job as a hobby or just a paycheck while another "better" or "easier" job comes available. One last thing, please inform the employees the guest can hear them make fun of the customer. Especially, when they speak loudly and laugh. All around a bad experience. Corporate or the franchise owner should maybe take a look at this location and review cooking standards, and Health & Safety issues.

Juan P

The portion size of my family meal was low on my sides. I paid $37.00 dollars for a 12 piece chicken meal. My 3 sides were too low I want a refund back. Broccoli side was low, Macaroni was not to the top of the cup. Gravy sauce too low, and mashed potatoes side was also about half way but closer to the top but not to the top. Chicken was good but how are 6 people suppose to eat from these sides when they only feed 3. False advertisement I think on the menu for the side orders when it says feeds 6. Then they didn’t have No green guacamole salsa, No Pico de Gallo, no chipotle salsa. No corn tortillas. They only had jalapeño chili sauce in packets. They called me for my order kind of quick in about less than 5 minutes so that was good too. Update this Pollo Loco is the worsest they served me burnt, dried up chicken, and it was old must have been there on the grill all day.

Jasmine Del Real

I originally found a hair on my food and upon examining the food farther to take a picture. I see a DEAD BUG in my bowl. I’m so disgusted. My kids already ate their meal and now I’m worried if they consumed anything. do not come to this place.

+2

I should have learned from the few times going here and check the bag before I left. This time around a salad was left out. Before the visit today was a side of rice was missing. It was fairly busy todY Round 530pm. The initial concern was that they gave flour tortilla when One of the family members has gluten intolerance. For any future visitors. Please make sure your orders correct before you head out as well to ensure any food allergies as well as complete order because you cannot expect whoever leads this team to be honest in ensuring the order is correct

Andrew B

Do not buy your food here late, they will mess it up on purpose. We ordered the mash potatoes as a side and seems like the gravy was deliberately diluted with something else because it was soupy and tasted TERRIBLE. Been eating pollo loco for years, never had this problem. Went today 7/20/25 @10:30pm, didn’t want to bring this up to the drive thru because it felt like the guy did it deliberately because we showed up while they were cleaning up. Shame to throw away hard earned money. Chicken felt old as well. If I could post a video to show how diluted the gravy was I totally would but I’m only being allowed to upload a photo

Cindy Lopez

Horrible! One, the wait time is ridiculous. I ordered a curve-side pick-up and waited for 20 minutes. I called more than ten times, and no one picked up. I had to go inside the restaurant, and they could find my order. Then I get four small pieces of chicken in my bowl.