Lilly N

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Torrance, California

Unhappy with the order

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I ordered two double protein chicken/avocado fit bowls. Two of my daughters are on special diets. With the covid they came over and went home. I discovered that their bowls consisted of lettuce and dry chicken. No avocadoes, cauliflower rice, red cabbage or tomato mix. The pictures show all these items. Very disappointing and spoiled our celebration. This was purchased at the Torrance El Pollo Loco on Crenshaw in Torrance. Tried calling several times and no one answers the phone. I paid $7.99, $16.40 for two beds of lettuce and dry chicken.
View full review
Loss:
$16
Pros:
  • Healthy food
  • Tasty
Cons:
  • Cleanliness
  • Customer service
  • Untrained employees

Preferred solution: Full refund

User's recommendation: I see many disappointed customers. Need better training.

hanley W

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Reno, Nevada

Bought a $50 gift card and receive bonus for 12 free tacos al carbon coupon

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Bought gift card and received bonus coupon around Nov 21, 2020. Tried to redeem bonus coupon online at elpolloloco.com, for a free 12 pack of tacos al carbon using Card number LDV4 JFC.

However trying to order online on El Pollo website, there is only a 6 pack of tacos al carbon ala carte and NOT a 12 pack so I ordered two 6 packs of tacos al carbon. When it was time to submit my order, it asked for payment. I tried to use card number LDV4 JFC with both a space and no space, The website said in both instances, that the card was either not found or invalid. The only way to pay was by credit card or El Pollo Loco gift card.

I tried an offer code but it also was invalid or not found. I had contacted El Pollo Loco customer service by phone around 12/20/2020 and the agent created a problem report of my dilemma. I called back and got another agent around 12/27/2020 and the agent updated my report and made it a high priority since the bonus coupon expires on 12/31/2020. Today is 01/06/2021 and I still have not received any feedback from the team that handles gift cards.

What gives??

Why is it taking so long to respond??? I am getting very frustrated!!

Please advice as I am patiently waiting for someone knowledgeable to respond

Thanks,

Hanley Wong

View full review
Anonymous
map-marker Los Angeles, California

Unfulfilled order

Hi, I placed an online order (137756****) for pick up at 16707 Pioneer Blvd in Artesia Ca. I was then confronted by the manager by the name of Evelyn Bravo stating that they are not honoring any pick up orders placed online unless it is for delivery via DoorDash or postmates or any of the other delivery companies.

First of all, consumer orders should be honored regardless of any glitches within your system because, technically, it is not the consumers fault for the technicality that the company have imposed, accidentally or not. And why were they only honoring orders that were completed online that used delivery companies??

Second of all, Evelyns behavior with her attitude toward myself and the other customers was uncalled for. She was pointing her fingers and telling everyone that we should go order to the other store if we dont like the situation.

She was rude, and did not try to de-escalate the situation. Because of her behavior, I will never order el pollo loco again.

Sincerely,

Jeanette Ranon

View full review
LOIS N
map-marker Redlands, California

Food available

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
twice at 5 pm they did not have chicken breast to fill order.. tennessee and redlands blvd. redlands ca
View full review

Preferred solution: HIRE A MANAGER WHO CAN ORDER PROPERLY

User's recommendation: need a new manager who can order properly

Anonymous
map-marker San Gabriel, California

Complaint

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
El Pollo Loco in Alhambra, CA said it closed at 10:30pm. I was in the drive thru line at 10:15 and a worker goes up to me and said he apologized for the inconvenience, but they were already closed. They were also 2-3 other cars waiting to order. I told him why that they closed at 10:30, he said his manager said they were closed. I was very upset at the fact that they weren't honoring the actual closing time. Very unprofessional and bad customer service. Guess even with the pandemic they must not be hurting for money.
View full review
Larry F Ioj

Online Ordering Useless

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I tried to redeem an offer that was valid for the day. Said offer was not on the menu item list. Kept telling me it could not find my offer code. I did a copy/paste so it was a valid code. No direction on what to do next when code Not Found. Why is there not a link in the Email they send you to find the offered item? Makes me think they could have hired better web designers.
View full review

Preferred solution: Make the Website at least minimally usable to be able to redeem rewards.

User's recommendation: I am rethinking buying anything from EPL. If the rewards are not redeemable, I can find somewhere else to spend my hard earned money.

Gary A Gbh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Cypress, Texas

Complaint/Refund

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

This location is horrible and has continous issues

This last time that I went was because I received an email to order curbside and that i would receive 2 free tacos

I ordered at 12:30 and scheduled pickup at 12:45. I checked in on the app when I arrived.

Finally. I walk in a little past 1 to find out what is happening. They said they did not see me

I ask where the 2 free tacos are, according to the email. They said they did not know anything about it.

I go back and forth with one lady several times and I showed her the email that I got about the free tacos on National Taco Day.

I finally get a manager to come read my email and she seems irritated about my for 2 free tacos.

So, she makes me wait at least another 5 minutes and she comes out with a bag for one taco.

The manager read the email and knew it 2 free tacos. She seem irritated that I had brought this up and made me wait longer than what was necessary and purposely only gave me one

I thought about going back in and go through this long process again, but honestly, I thought if I went back in and asked for the other taco that I might get a taco with spit in it

I am just done with this location.

My exwife had several problems with this location. The first time I went in some guy employee was treating a black customer kind of badly

I just thought you all should know the apathy and ineptitude of this locations' employees

View full review
Loss:
$5
Pros:
  • Having to never go back
Cons:
  • Customer service
  • Unprofessional associates

Preferred solution: Full refund

User's recommendation: Never go to this location

Debbie W Eah

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Los Angeles, California

I want to speak to management

El Pollo Loco - I want to speak to management
I went in to purchase meal for my family and on a severe budget and came out with gray, dry, brittle skin chicken. NO response while calling store. I'm VERY dissatisfied and too upset to think! The chicken bone breaks while pulling on it! Days old chicken for SURE!
View full review
Loss:
$21

Preferred solution: Full refund

Jacob B Bre

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Apple Valley, California

Complaint

El Pollo Loco - Complaint
I was at your location in Apple Valley store number trying to find the store number play stats the receipt got home on the day that I picked up the order which was on July 8th 8 yes July 8th I had no tortillas I had no salsa I had no third side which I requested I had no plates napkins forks which is clearly on the receipt and then I also received a 25% off coupon that said I had to purchase the order online and pay for it and then I would receive 25% off do you mind telling me how I can get 25% off if I've already paid for the order now the coupon is expired and I'm steaming mad.
View full review
Loss:
$6
Cons:
  • Quality of food

Preferred solution: Full refund

Donna N Bsj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Sacramento, California

Burrito was terrible

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I ordered a burrito, when it arrived, it was 1/2 filled with french fries, very little chicken and very little avocado. I have been enjoying the burritos for years as the quality was perfect. Looks like they are cutting costs by using french fries as filler. If I had wanted french fries, I would have gone to McDonalds. Very disappointed, to top it off I paid for cole slaw and did not receive it. Sorry, but good by Pollo Loco. It was from the store on Northgate Blvd.
View full review
Pros:
  • Good chicken
  • Go back to the old quality
  • No more potato fillers
Cons:
  • Felt cheated with french fries

Preferred solution: Let the company propose a solution

User's recommendation: Tell them to hold the french fries.

Anonymous
map-marker Palmdale, California

Rice wasnt cooked all the way

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I threw up up the food.
View full review
Loss:
$8

Preferred solution: Full refund

Ruby A Dny

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

A complaint

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
El Pollo Loco - A complaint
El Pollo Loco - A complaint - Image 2
I have a complaint of very unsatisfied because I ordered the chicken tostada extra beans no rice I had nothing no beans no nothing and I had one slice of mash out of avocado and I ordered to keto Taco voted am literally the shell was hard and brittle a very upset right now make sure your order is right before you pay
View full review
Loss:
$24
Pros:
  • Good food
Cons:
  • Order is wrong
  • Bad food

Preferred solution: Full refund

User's recommendation: Check the food after the food is the liver

Mayte G

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

COVID-19 issue

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

My name is Mayte Gomez. I work at store 6187 in Rialto.

I stopped working on July 16, 2020 due to my sister-in-law testing positive for Covid-19. I inform Mayra my GM, and she said to call Lynette from HR, and she was helpful until she got fired. I was in contact for 1 day with her until the next day she said she was no longer working for you guys. My 2 other coworkers that were out due to COVID-19 asked me if I knew anybody that they can speak to since Lynette told them the same thing.

I called and message my area leader manny, and he said he didn't know who we can speak to but would get back to me it was 2 days and half and I reached out to him, and he said he still didn't know and would let me know ASAP. I contacted my GM and gave me a new number and the lady name. The lady Karen would not answer my coworkers or me to almost a whole week until I reached out to a new area leader who became in charge for our area b/c manny was out for 2 weeks. I spoke to her and I told her is there anybody we can speak to because the new HR lady is not answering, so she said no shell get back to you eventually and I told her well it's about to be a week, and she hasn't answer anybody.

So the next day I called her again, and she finally answered, and she told me if I got tested and I told her no I'm getting tested the following week, and she said send me your results and will go from there my got positive results 3 weeks ago and I send them to her, and she submitted them but still haven't got no 2 week Covid-19 check that I know you guys pay us nor anybody has checked up on me to see how I'm doing like my coworkers Im so upset and stress because this HR lady hardly answers you and last Monday I spoke to her about what was going on, and she said I have to see if you qualify first to get paid. So now I'm all confuse and would like some answers I've been 5 weeks out already.

I'm getting tested Wednesday the 19th and will report my results hoping to be negative. I would really appreciate if anybody who sees this can help me because I'm really upset on how you guys are managing this.

View full review

Preferred solution: Let the company propose a solution

Maelisa t

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Reno, Nevada

Not good

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Not good food delivered not on time
View full review
Nicie Jnr

Make a complain about the store manager at store 426 in Inglewood , California name Marlene

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I wasnt survived they told me it was no food available and that I couldnt wait for any
View full review

Preferred solution: Some kinda complementary for her begging rude and not serving me and my two kids

  • 1
  • ...
  • 9
  • 10
  • 11
  • 12
  • 13
  • ...
  • 21