El Pollo Loco

Worst Pollo Loco I've EVER been too! First issue: I pulled up to the drive through and received no response. No worries, I waited, but after 5 minutes of nothing, I said "hello?" A guy on the speaker says "sorry, I'm the only one doing everything"....WHAT?? I should have left, but decided to give it a chance. After another 10 minutesof waiting, someone on the intercom finally takes half my order before cutting me off and asking me to pull up. Once I pulled up, the cashier apologized and asked me what side orders I wanted. I paid for my order and waited some more. The whole time, they were blasting rap music from the inside the dining area to the point you can barely hear them when they ask you questions. When I asked for a sauce, as he went to go retrieve it, he stopped to talk to his co worker about his schedule?? Really??? I've been in this drive through for at LEAST 30-40 minutes already. I was done with this place. AND TO TOP IT OFF. LOOK AT THE MAC AND CHEESE THEY GAVE ME. DISGUSTING!! STAY AWAY FROM THIS PLACE!

Had the tostada dozens of time. Never was served half an empty shell. Another customer & I had to negotiate getting more ingredients. I kept on pointing to the picture that in the picture the shell is full & that I NEVER got a half empty shell. As a matter of fact I had the picture posted of a nice beautiful full shell filled with tostada salad from 6 month ago same location had to switch it with this. They wouldn’t redo the salad. Telling me that this is how it’s supposed to be. I had to negotiate more lettuce, more beans, more pico de gallo, more pico de gallo, they wouldn’t give me more cheese or avocado. Apparently it only comes with 6 tiny shrimp. Although they did give me the ingredients that filled the bowl. It was unpleasant that I had to ask for them. & that they acted like this is not how it’s supposed to be served. Acting like they were doing me a favor, & like my request was out of the ordinary. I also couldn’t help but notice that every customer had to ask for everything like forks. I asked for a fork. The young lady was ‘ah, you need a fork’. Shouldn’t that come with? When you order a tostada. Or am I supposed to eat it with my hands. This place needs to get retrained in food presentation. The lack of consistency is unacceptable for a major chain. & bring short stuffed is not an excuse. It can take longer or don’t serve it at all. But make sure that orders are done correctly. I just read the numerous 1 star reviews - no one answered those. Just the few reviews that happened to have a descent experience. Interesting. So, you either don’t feel that this issues are valid & need to be fixed. Or you are O.K. with the lack of consistency. The hit or miss experience. Customers spending their hard earned cash on food & than having a 1 in 4 chance of getting what they ordered. You would be better of not responding to any of the reviews if you are just gonna respond to some of them. & fix your restaurant. Stop taking advantage of the Pollo Loco logo that automatically guarantees you endless customers, most of them would not return. But you don’t seem to care because there is always new ones.

Either they close drive through during lunch hour or now close the inside and have the drive through open. There are so many bad reviews and they are all true. I feel so bad that corporate can’t help the employees and get this running more smoothly. I see how hard the employees try but it really starts from the top.

Drive thru was closed so I decided to order curbside pickup since I wasn't dressed appropriately to go inside. I waited 20 minutes and nobody came out. I called the location and they picked up the phone but didn't talk to me. I called back and the same. Pick up but nobody was talking. I could hear the employees talking amongst themselves. I called 2 more times and nothing. So I decided to go in. And I called while inside. I saw the lady answer the phone. I said hello and she didn't say anything. So frustrated. So unprofessional. This shouldn't happen even if they were really busy. I spoke with the Manager and said he didn't know what was going on. Totally unacceptable. I love Pollo Loco. I go many times a week. But I will be reconsidering coming back. I don't want to be treated like this again.

Check your order before you leave. They gave us rice when we ordered mashed potatoes and didn't even give us tortillas. We saw our order sitting there yet people who ordered after us were getting their orders. The workers were not working well together and the one putting the orders together was frazzled while the others just stood there. The chicken was still as good as I remember, we don't have any in Washington.

Consistently terrible. And I LOVE el Pollo Loco. The standards at this specific location are deplorable. The chicken is constantly burned and overcharred to the point where I'm literally taking a bite of ash. Chicken cartilage is prevalent and often makes me lose my appetite. At a place where their main option is chicken I find the unacceptable. This coupled with the blatant disregard for their own store hours and their decision to close their drive their frequently making people have to walk inside to order and wait during a pandemic is absolutely obsurd. If any of this was a once, twice or even three times occurrence then I'd let it go as i have been, but it has been every. Single. Time. From now on I will never go back to this location and waste my money. Next time, McDonald's.