The customers here can be rude but the workers handle it well and seem to work well under pressure , i ate there yesterday and it seemed like the people that complain about it taking long are the people who aren’t cooperating with the workers , I was clear with my order and asked questions if I needed to and I finished ordering and got out of there within 6 min and it was lunch rush ! The cashier on front was very helpful with recommending things from the menu when I couldn’t decide and his coworkers were very helpful as well when others had questions , I’m definitely coming back !!

All was fine, other than the exhorbitant price of chicken and a few tortillas + side orders. The whole package could be cooked at home for about ten dollars $10.00💵 total.

My goodness, this place is simply amazing. I’ve been eating here for over 20 years and it just gets better every time. I love you el pollo loco!

Almost every el pollo loco will not add every type of salsa unless you ask, they usually just give you 1-2 dixi cups of a single type from the 3-4 variations they have. Always ask for extra salsa and for a few of each

The food is so good way better than KFC for sure and they are fast with alot of choices

This locations tends to get very busy , and the drive thru line can get long. Service goes as fast as they can but you still wait. If you're looking for something quick id have patience before coming here. Staff is pretty nice . They do put salsas in your drive thru order here not like other locations . Plenty of parking

Very good staff chicken on point

Used to love coming here in high school. As a kid, so many memories very clean, fast pace and great customer service. This is my childhood location.

Convenient location around other fast food restaurants. Clean friendly place with good food.

Pilar Navarro

Fast food Very clean establishment. Staff extremely friendly and courteous

Marlon Beavers

I had the opportunity to interact with the new store manager and I was impressed by his knowledge of running an effective busines...And the chicken nachos are crazy good!

Mehrab Masud

This review is especially for the General Manager of the store Mr. Mario. Today Jul 8, 2025, I went to this store to grab some dinner. I was sitting by the patio and this young lady (I don't know name) showed up, asking for a 2 piece combo. As I walked her in, she said, "can I please have a whole chicken?". Not a problem, as I was ordering it for her, Mario immediately said "it's on the house, don't worry about it, we will take care of this young lady." THIS WAS THE HIGHLIGHT OF THIS HOT DAY AND ALL THE THANKS GOES TO MARIO. Not only you have good attitude towards your customers, you stood up when it mattered. Thank you "El Pollo Loco" for having such a fine gentleman as the store manager. Wish this store all the best!! Oh and my dinner was good too 🤙

niyosha79

Delicious food that feels too good to be from a fast food restaurant. I arrived an hour before closing time and expected to get cold leftovers, but I was surprised to find that everything was hot, fresh and tasted great.

Service is good, unfortunately some items are no longer there like the carnitas burrito or tinga which leaves you with less options but the remaining options are good like the chipotle chicken burrito or "tostada".

Fast service and good food. I experienced nothing to complain about when I visited this location. However, I also didn't experience anything truly remarkable, leading me to a rating of four stars.

The stars are for the grilled chicken served steaming hot, seemingly clean and a healthy food. This is a recently repaired food outlet, just one out of many others in Los Angeles. I have no idea why the original was destroyed by fire.

It was a good experience but i dont" understand why u get a coupon for $5.00 and your bill is so much more. I got 2 toco salad for 14.11? The food was good.

It's hard to give a 4 or 5 star rating, when you waited in the drive thru 15 minutes to get to the cashier window... But we received our order right away, at least. And it was good as always and no corn like we asked!!

They gave me the wrong order. I didn't check it till I got home. It was still good but it wasn't what I ordered and it was less than what I ordered. Normally they're 99% accurate

It is one of my favorite places to visit when craving chicken. Food is always great, surprisingly I didn't find a big line which normally is.

Mediocre service. I went to their location today and order food to go. I received no utensils or napkins. They are not accessible for costumers to get. They should place some napkins and plastic utensils out for costumers to help themselves. It would be more convenient.

The food was good, but now you have to do your order on the kiosk which I'm fine with, but there's people that aren't tech savvy and need help. They do have someone helping you at the kiosk but eventually that will go away.

El Pollo Loco always delivery, When you want to eat something quick & good perfect place to go. My only comment will be on drive thru they don't add plates forks etc. unless you ask for it, I always Drive off & later wished I asked for it.

Very busy most of the day so I avoid. Drive thru is always backed up and lines at the register. None of this can be blamed on them. If you want short lines go to KFC next door. Don't like KFC? Now you know why everyone is at El Pollo Loco.

Drive thru service is 50-50. Sometimes great..sometimes they just don't care. Always great food for really reasonable prices. Fill up for $6.00. Cross your fingers if you go through drive through. You may spend 10 minutes there, or maybe 40 minutes.

It takes too long for them to help you, as most of the time they only have one cashier open. There are two self order screens, which are not helpful, as they are not too specific. The chicken pieces are shrinking, tights look like wings, and breasts look like tights! 🤔

They are over cooking the chicken here, had a tostada salad and it was very very dry....plus they were turning customers away because they could only take cash. Sad business management!

Usually go through the drive thru and everytime is usually a good experience except asking for extra sauce. The majority of the times I purchase between $30 to $60 worth of food and everytime when I ask for more sauce I always get the same answer "it's in the bag" yes but I'm asking for more and it's like pulling teeth trying to get more than 3 small containers of sauce from them.

When I visit this establishment it was on a Friday during lunch time. It was semi busy yet the ordering was fast. The only concern is the eating area was not clean. There was paper on the floor and some spilled liquid under the table where me and a co-worker sat because inside eating area was pretty much full.

Pollo loco good healthy food but is my first time i got a hair in my burrito was the wrong one i ordered avocado one they gave me chipotle i was going to eat it but then that f hair took it back i told them tgey replaced but after 15 min. Waiting g Had to tell them that i was still wainting for it

Getting worse. Smaller portion, sometimes they forget the salsa or salad dressing. I have to open it and see it before driving off .

Two of 3 items I ordered. I was told 2 items were not available 15 minutes after I ordered. When I asked for a refund, Alicia stated 10 more minutes. I said ok 25 minutes later I received my order. I checked my order one item was not what I ordered. However food was OK, They need to be better organized when they are very busy.

Francisco Avina

Food was good but they got my online order wrong didn't have time to go in and correct it since I had to go back to work

Just Mom

The cashier could NOT have worked any harder. He is to be commended. But... The store was filthy! There was food all over the floor in the kitchen area and the counters. The dining room was in need of service and the rest of the employees could have cared less about anything going on. We watched the manager leave in the midst of all this chaos without a care in the world (715pm). But he did make sure he took his dinner with him.

fernando ramirez

we are not from this area as we were driving through the city on the freeway and did a quick google search because we wanted to stop over for an early dinner. the shopping center was packed with parking and the majority of the parking spaces were filled but luckily near el pollo loco and the mcdonald's next door it had some spots available. i did give the restaurant a 3 star because i feel the chicken, salad and other sides we ordered were just okay. they didn't taste as flavorful or fresh and hot as we have gotten them previously and from other locations. the staff was also pretty mediocre without a proper greeting but just asking me what i ordered and my name because i placed my order on the mobile app.

+3

The chicken was good but we order on line they gave us the pick up time and we still waited 30 extra minutes they worry more for huber eats and those tipe of deliveries...tooo bad.

Terrible don't go to this el Pollo Loco there is always a problem and they are always super busy my chicken tostada was very good but everything else we ordered including the churros needed work

Unfortunately I've been here several times and ordered burritos and salads. I didn't ask for a fork but how can one eat a salad otherwise, which our fingers? The burrito is usually torn in the center and always falling apart. I've given multiple chances before giving a review and have had the same happen each time. Please do better

I come here often Morning & evening crew isn’t bad but night crew always messing up something . And it’s simple things like forgetting cutlery, forgetting tortillas or chips, forgetting drinks and they never give out napkins or plastic-wear .. EVER. I open my pollo bowl and it’s nothing but bean juice and old rice .

Takes forever to get your food , it’s hot inside cause of the ovens and the amount of people waiting and eating inside , I’d recommend the drive thru but that’s as long as a Starbucks line. Great food , but the wait is what kills this restaurant

The drive thru line was long so I decided to go inside. They only had breast and wings so I had to wait more than 25 minutes for my order I was going to use one of my digital coupons but sister didn't have leg and thighs I lost that coupon. The staff weren't friendly maybe because they were overwhelmed but they should try to give good customer service since we have to wait a long time and it's not our fault they are super busy. This was past 7pm. Hope this review helped if so Like my comment.

So many people behind the counter yet it took almost 15 minutes to order and get my food. The cashier was nice to everyone else but rude to me. And I was nice even though frustrated from waiting so long. I am never going to that particular restaurant again. I love EPL. I'm not letting one bad restaurant ruin my love of the food.

Management at this location is in another world. This used to be my favorite place to eat. Now they fight you to get condiments not to mention wait time. Wow. I did the survey today we’ll see about follow thru. So bad I ended up asking for a refund since it was way too long of a wait. I think it’s time to put this place on the tik tok map maybe something good happens like changing management since it’s where all starts. ———————————————- Well, I did wait days, but I decided to to edit the post. Looks like no one is in control of this place. You go figure why this place is not worth spending your hard earned money. Judge for yourself. It’s bad.

Didn't get entire order and my tacos looked like they were tryna make stacked pancakes 😔

Came at 9pm, ordered food waited about 15 minutes. Got a drink and they had no ice and no coke in the machine. Went to ask one of the workers and they said they were out. Saw 3 people trying to get ice and it was out. One of the workers called the manager I think his name was Mario and asked for help with restocking but he was too busy talking to his friends and had a really bad attitude towards the workers. As a GM myself this is a really bad environment for the workers and for customers. Needs development.

Humberto Payan

The taste is still there, and that’s why I keep visit pollo loco. However, since Covid, you have to argue to get some salsa roja and that’s my experience at any pollo loco in the SFV. It’s annoying and the reason I don’t visit more often. This is one of the my closer locations and it’s a shame I have to go through this every single time.

Claudia Padilla

The chicken was undercooked, i had to put it in the oven when i got home; the salad was just lettuce and they forgot the churros on my order. I had to go back and ask for them. We love pollo loco, but the fact that they don’t even know when the chicken it’s ready at this location!! I work in the food industry and it’s unacceptable to hand out chicken like that. Pretty dangerous actually.

The worst Coustmer service ever the worst peoples work there very rude and attitude and very lazy take for ever to serve you

Horrible service, The drive thru Lady acts like she can’t hear you and gives you attitude. Didn’t get my order right and act like it was my fault, I ended up leaving it as it was and got my food.

I was waiting for my drink and two girls SEE me waving cause they forgot it and didnt even ask what I needed. They completely made eye contact and didnt acknowledge me and kept talking. Her manager even took 3 times to get then to do something

This is the first time that the person who placed my order had a really bad attitude .... we were placing our order and she was talking so fast that we didn’t understand her and she told my husband that he had an attitude... she was so serious and we didn’t see a smile on her face at all..

Slowest service they have about 7 to 8 people behind the counter yet it took me over 45 minutes to get my simple order ( 1 burrito) they moved like if after every movement they had to think what they had to do next. Next time I’ll just go to KFC or one of the other fast food restaurants that’s there

Purchased food yesterday, seems like the chicken was going bad.. cilantro dressing tasted watered down no flavor at all I had even paid extra for more dressing that wasnt good at all could'nt eat the food.. Ths little bit I tasted made my stomach sick.. now i'm dealing with food poision...

Soda taste bad in this location not sure if the soda machine is messed up. Also forgot my sauces at this point will not come back here. Not the first time either they forgot the chicken in the DOUBLE CICKEN SALUDE made me remember why I don’t come here I stay away.

Drive thru staff was short and rude, they just wanted to move people as quickly as possible, they cut me off before I finished my order at the speaker, then when I told them at the window the drinks I wanted I got attitude from the two staff there. Will call corporate to let them know as well of this bad experience, at a restaurant where they're usually friendly.

Update: still issues. Did a mobile order and they forgot the mac n cheese. I was so focused that i made sure they had the drink that they forgot the last time and forgot to make sure it was there. Seems like nothing has changed. Recommended going to Granada Hills and Northridge if you want your stuff right. Original post september 2021 Do not go here. Always an issue with something and today was it. Never getting orders right and always forgetting something. Drive the extra 10 min to Granada Hills were they actually get your order right, dont forget items, and give you the correct portions.

Worst location in the valley. They ran my card 3 times, and still refused to give me my food. The manager told me it wasn’t his problem, and to call corporate. On other visits, I’ve waited more than 30 minutes for my food, and the drive through is even slower. I’ll never go back to this dump.

Came down here for a quick bite, waited in line and finally walked up to order and the associate there suddenly said exact change only or card. I barely had enough time to grab lunch and now this person ruins my day by saying this. I was here five days ago and no one enforced this.

They give u the chicken all burn not worth coming here 👎🏻👎🏻👎🏻all bad

Dirty lobby poor service and I got a couple of BRC burritos they were gross hardest beans and rice i've ever had in any burrito i almost broke my tooth when i called the store they didn't offer to replace it they literally just said "ok" terrible service so i threw my money in the trash basically DO NOT EAT HERE!

Went there to go eat manager was very rude she has purple and blue hair very rude made me feel uncomfortable then the next time I went to go eat there again she told me I had to leave in less than 15 minutes while I was eating dinner basically kicked me out for no reason probably the last time I go there also their bathroom sink does not work you cannot wash your hands after you went to the bathroom is on sanitary and unhealthy for everyone

I had stop coming to this location because of the bad service, today I came again because my husband insisted the service is still horrible the management very unprofessional we waited for 20 minutes for our food tortillas are vey cold and hard this place needs desperately a better management . At one point this place was excellent .

Every time I come to this location I am always getting old chicken on my double chicken bowl . It never fails. Also they gave me crunchy old rice that I can barely chew and I had to spit it out . When I went inside to tell them about the old chicken everyone was cutting me off while I was speaking and had an excuse for everything instead of just making me feel better about getting fresh food . I will never come to this location again and I will tell others not to come as well

Terrible food ,rice undercooked.Do you know what pain you feel in your gums with undercooked rice pierces?Never again ! Confused service my wife says.

This place need restructuring I just went again to give it another shot after a couple of years of not going and what did I get half of my order through the drive-thru. I had to ask for my other bag and then I asked for the creamy cilantro for the tostada salad. They wanted to charge me an extra dollar for it. I showed them the salsa I received. I was told that was the creamy cilantro sauce. It was not it was actually the sauce that comes with the chips. During the whole interaction, the staff members appeared disoriented and had difficulty following the conversation. I had to repeat myself multiple times. Possible impairment was seen. Will be filling a corperate complaint. This is unacceptable

The Manager Alicia needs to take classes in better customer service. I had to wait 15 or more for just a wing. I don't understand why you can't substitute a drumstick for a wing. It's been done before with nicer and better managers. This manager has horrible attitude and doesn't even crack a smile.

Not satisfied. This store needs corporate to address this location in particular. How is it possible that when purchasing a family meal of 14 pieces of chicken I would only receive 2 green sauces and when asked to obtain a couple more the young lady at the counter just said that two was enough per order when I got a family pack.i am not only outraged by not obtaining sauces but the way the young lady reacted when I politely asked more.she rolled her eyes and gave me attitude.the rational thing to do would of been to call the manager and advise management to address the issue.i instead decided to write about it with the hope that it would reach the right minds.im not trying to get anyone in trouble due to the current situation.

This is the third and final time I will be going to any of your restaurants. I understand extended wait times to get fresh food, but to have an extended wait only to get a rude inpatient manager with colored hair who can't even get the order correct for over priced food is un acceptable. The problem is that this was not the only issue. Next issue they are charging more money than the menu states. Once you finally get to the window you get the wrong order with no napkins, utensils missing the soda's and missing the extra dressing that was over paid for. Now to the icing on the cake. The food is old, cold, portions size for a baby, the tostada shell for the salad is half missing the chicken is dark pretty much like biting into a brick. The double tostada is identical to the regular yet paid for it. This is now the third time this had happened. The time before I watched the same bag of food go in and our of other customers cars as the order was not theirs. Once it got to me I also gave it back as it was not mine either. I watched ad that same bag of food go to the car behind me. How do you mess up so bad! And how can you re- serve that! You have lost me as a long time customer. Complete failure on all fronts!

This was a horrible visit. They are understaffed . It took 25 minutes to drive through with only six cars in line. We ordered two two piece chicken meals.The chicken was dry and tough, the tortillas were hard on the edges. The beans were watery. This understaffed is a problem everywhere. The cashier said people are quitting people the government is giving out "free" money. We thanked him for wanting to work, he is in a tough situation. It affected the food quality for sure, because we are normally regulars at El Pollo. You'll want to be cautious if you visit.

Every time I come to this location I have an issue with my order. Unless I physically pull everything out of the bag and inspect it one-by-one, there is always an issue. And then when I bring it up to any employee, I just get attitude in return. I didn’t have time to check today, I took the employees word that my order was complete, it was not. I am missing over half my order. I don’t have time to go back, I am offered nothing in recompense for the mistake. I understand mistakes happen, but this is a REGULAR occurrence here. EDIT: I submitted the contact us, what do I get? "Please accept our apology for your overall experience at this restaurant location." How does that help makeup for the money I lost for food I didn't get? I honestly hate trashing places with poor reviews because I generally only try to give positive reviews, but damn that's a slap in the face.

I bought a chicken tostada and was about to start eating when I noticed a dead fly inside my food. I got my money back and all they said was sorry. So disappointed in their food!

Bad food. They don't even know how to make Mexican food here and they cheat people paying with EBT . They give the food cold and not as good. Asked them three times to fix the food and to make it hot so not going back. They give half the amount of food then overcharge a bunch of times for unnecessary "extras" for them to make the food properly.

Worst el Pollo loco location I've ever been to. Manager has no no sense. Ordered thru drive thru, asked for my meal a specific way. Manager apparently tells cashiers to just ignore special requests. Just say" uh husband push it through. Makes her own rules as if it's not a corporate restaurant...she'll probably retire at this location!

I ordered my food and I sat down to eat. The cherry Coke which was not labeled out of order tasted disgusting and almost ruined my appetite. I couldnt Get up to get another drink because it was a fly in the restaurant and I didn’t want it to land on my food. I finished my food, well most of it anyway. Then went back to the machine to find out that the Coke, cherry Coke, Dr Pepper, and the sprite tasted nasty. I went up to the cashier and asked for the manager. After about 10 minutes she finally came around she was assisting the kitchen it seems. Made me wait as she “fixed” the machine. told me the Cherry Coke was out but that the other one should be good. They still taste nasty, I asked for my money back for the drink and the other cashier insisted that I tried the drive-throughs soda. Tasted the same. At this point, 20 minutes of my time lost here, I left unhappy. One of my favorite things about the store, was that I enjoyed that the cherry Coke actually tasted good. I’m probably not gonna be back anytime soon.

Service is bad the guy at the window got mad just because he messed up on my order. I came by today at 4:03 I had paid for 3 extra creamy cilantros sauces mind you I bought a salad that already comes with 1 so it’s a total of 4, Creamy cilantros right before i left the window I checked my bag and he cut me short 1 and got a attitude just because I asked for the sauce I was missing, I had to remind him my salad comes with 1 and he kept arguing with me about how much I have until he finally went to go grab it then he came back with a attitude and tells me “your welcome” in a rude manner I just told him he needs to watch his attitude I wasn’t trying to disrespect him or insult I just wanted my sauce that I paid for I asked for his name and he closed the window in my face

When I got my food there was a large strand of hair inside from one of the female cooks in the back. I showed it to the manager and she offered to replace it. I just asked for a refund. I lost my appetite after that. I thought they were supposed to wear hairnets in back to prevent that. I at here for almost 7 year because it's close to work. I'll never go back because of that.

I left without my food at the drive through because they had immature kids working there. They would rather argue about me driving up fast instead of getting me the food.

The girl at the window wanted to argue instead of get my food. No customer service skills.

This is the second time I had a bad experience with this store. They made me repeat my whole order at the window and still wanted to argue about why I drove up fast to the window. The person at the speaker clearly repeated back to me my order. I also told the person at the window but they still wanted to argue about me driving up. They don't care about wasting your time.

Olga Saldana

I just pick up one salad and one pollo bowl, How can People eat without any utensils 😕

Sofia Tortilla

They have the restaurant indoor close, due to renovation and they refused to take two separate orders in the driver thru. They are the ones who have restaurant close to take orders inside, so they should have allowed at least two order but NO

Melissa F

I order through the app and the app didn’t say that it was under construction so had to go through drive through to pick up my order

Tonya Rios

This place is gotten so Stingy, combos don't come with drinks anymore and then chicken is not cooked ALL the way 🤨‼️ Even though mine was supposed to be well done it had EXTREME amounts of FAT running ALL through it but if they'd cook it slow and long the fat Burns out!! I asked the assistant manager could he please microwave to Nuke the Fat but he wouldn't because I had already touched it so he said it's Cross Contamination 😂😆😂 WELL CROSS CONTAMINATION TO SERVE PEOPLE HALF COOKED CHICKEN TOO 🤨‼️‼️ I COULDN'T EAT IT I WILL HAVE TO WAIT UNTIL I GET HOME IN HIGHLAND PARK I HOPE IT DOESN'T SPOIL BEFORE THEN BECAUSE IM ON THE BUS ‼️‼️ AND JUST THINK I ACTUALLY GOT OFF THE BUS FOR THIS CRAP WHEN I COULD HAVE WENT TO THE ONE ON ROSCOE OR KITTRIDGE 🤨 BOTH ARE WAY BETTER AND THEY COOK THEIR CHICKEN THOROUGHLY INSIDE. I REALLY DIDN'T WANT TO GIVE 1 STAR BUT THE Assistant manager was nice but the small portion of sides and I had to buy my drink separately made for a TERRIBLE experience and I'm still hungry ‼️ I wouldn't RECOMMEND THIS LOCATION 👎🏽👎🏽👎🏽👎🏽👎🏽👎🏽‼️

C Hdz

Really Bad customer Service and Cold food would not recommend This Location Rude drive through staff !!!

Luis Rangel

A live cockroach walking on my food… server took food back before I was able to get a photo… got a refund tho as expected

Marcos

Went through drive through and requested for a code to be scanned and workers seemed confused from lack of training or care. After receiving the order they got it wrong and forgot to include my receipt. Then when going back I was told they couldn’t refund me the incorrect item because I didn’t have a receipt. After telling me that their workers have been having issues handing out receipts when confronting. This all happened in same 5 minutes of receiving my order

Karla Martinez

Horrible service. Don’t go here. The attitude of the workers is bad after asking them respectfully. After ordering online I still had to wait 25 minutes (after the stated time) and was given Burnt chicken. Don’t waste your time and just go to a better establishment.

Martha Cerda

My family and I used to love coming to this location constantly, but recently in the past few times we have gone service has been really bad , food has been burnt , dry , no flavor to it at all . We have been unsatisfied with El Pollo Loco now at the location . This is how our whole family meal looked like .

Strawberry Princess

As I was drinking my soda something hard went in my mouth. I found what looks and feels like an eggshell in my soda. i poured my drink out to find a very dirty bottom of my cup. I did get an upset stomach after the first sips of my soda but I didn’t think anything of it until I found the shell in my cup. I called the restaurant to let them know to check their machine but the manager said “it’s was probably the ice because we’ve been having weird ice lately.” and brushed it off. Please be careful eating at the Sylmar location!

Steve A

Ordered well done chicken and got raw instead. Not the first time I get raw pink chicken at this location.