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
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.
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.
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..
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 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.
The restaurant is a mess, filthy bathroom floors as well all around the kitchen area, they need a deep cleaning floor service ASAP, customer service is so bad, employees don't stick to their posts they're all over the place they don't work as a team, orders are coming out late and servings are mediocre I had to return my burrito the protein portion wash a joke...I understand when it gets busy but that's when as a manager or lead you have to step up and set the example, It just looks they're all there to collect their check. In the meantime the customers are not receiving what they pay for. @ Pollo Loco this store needs attention
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.
They Always seem to be out of something, especially salsas and tortillas leaving your meal bland and wanting. Maybe try a different location.
Mobile pick up never ready I see them make it and old man touch chicken bare hands so nasty!!!! I ordered a Chipotle chicken avocado burrito and got it COLD. I paid full priced just to receive it cold… disgusting. Along with that when I check my receipt I was charged reg chips and guac when I asked for a drink with the $5 comboManagement needs to be replaced asap they clearly don’t know how to run the restaurant!