El Pollo Loco

Today when I went to El Pollo Loco I did not have the best experience. The only thing I ordered was chips and guac and it took them half an hour to get it done because they were serving people who came after me though what I ordered was a simple thing they could have gotten earlier. They did not have their priorities straight today. Seems like you couldn't be served right unless you were a police officer or complaining (both actual occurrences). They're also low staffed. There were about 20 people in the restaurant but one cashier. My two star rating is honestly nice. I wouldn't recommend coming here until they get their stuff together.

The food has always been great, I wish I could say the same about the customer service. Staff does not wear gloves, mix up orders all the time. Waited over 45 min for a salad order. Other customers shared their frustration on waiting and their order while I was there. Someone order a soup and was given only water (no meat, no veggies), person kindly waiting until someone cared to ask what she needed while standing in front of them. After this, the soup was returned and put back into the mixture of the other soup after staff and customer touched the soup. I honestly, don’t like to write bad reviews because they could be possibly having a hard day as it is, but this time, it was too much. This has happened multiple times. This is sad as I love pollo.

The food is good in any pollo loco but the service here sucks! I made and order online in the morning to be pick up at 5:30 and arrive sooner at 5:00pm. But was told I had to come back at 5:30pm the time that I had put on my order. So understandable so I left and came back and my order still wasn't ready. So frustrating!

The grilled chicken is the speciality of this place. I recommend any dish which has grilled chicken. The churros are impressive. Speaking about the downside, it is a bit pricey and definitely not budget friendly. The vegan customer is in for disappointment. But if one wants to visit this place for taste, you will leave with satisfaction.

I am not happy with the service I received tonight. I placed my order in the drive-thru; the bag was handed to me dripping scorching hot with liquid leaking from some food container; it dripped on my leg, staining my pants and burning my leg, it dripped all inside my car and made a hot mess, literally! I ordered a small loco salad and asked for no fresh cilantro; they took it upon themselves to not put cilantro dressing, and when I asked for the missing the dressing the employee gave us a lot of attitude, and referred to the extra dressings i paid extra for-this is not correct! Based on this experience i would not return to this El Pollo Loco or tell my family and friends to visit; unfortunately, the service is usually this bad here, yet we still return because the next location is not nearby and can’t really complain about the food, just the bad service. I’m very unhappy I burned my leg due to poor handling and packaging of my order and received poor attitude when my order was not filled correctly and I brought to the staff’s attention.