El Pollo Loco is and has always been a pleasant place to dine. However, I had the worst experience while at this location. For starters the dining area floor was dirty, the soda machine had no carbonation. This issues was known and acknowledged by the employees yet they still charged customers for soda. The explanation given was that they were waiting for service for the machine. Additionally the female (manager?) cook who was making the food was on a personal call on her cell phone (with an ear piece) and had her cell phone lying on the counter were food was being prepared (extremely unsanitary). Two other customers noticed the same issues as I and we spoke about them. This location is an embarrassment to the brand and the employees working here need additional training with respect to customer service, work ethic and professionalism.

Watch out for Haley in the drive thru. She’ll pretend like your card didn’t go through and ask you for another form of payment. Both charges WILL go through. We noticed when we left the drive thru while still in the parking lot. We tried to walk in, but the doors were locked so we called. The manager refunded one of the charges. Haley denied the charges both went through and would not make eye contact. I’m not sure what kind of a scam she’s trying to pull, but she should be fired. The first card we gave her she took it around the corner and had it for 5+ minutes. I will definitely be watching my account. She is an untrustworthy rat. Also, there were 3 cars in the drive thru and they kept stressing how busy they were. No way in hell I’m paying $110 for 6 burritos. This place is awful.

Today, I told an employee about the tomato sauce gone bad. She told her manager, the manager took it to the back and the cook served it to my to go order anyway. I threw up the food. The lack of good service can only be fixed by getting rid of the manager and the cook. I'm posting this so everyone stop eating at this place unless they get a new manager and cook. I'm contacting corporate next so they also find out of the lack of service.

Very bad, I got there at 7:42pm and the dinning room was closed, I call the store and they said they close at 8:30pm what their sign says, they let us in but they have washed everything even where they cook the chiken. I wonder what they wew going to sell us. I just left the pace, I didn't want to find out.

The quality of food and service is degrading. Used to be one of my favorite fast food places. Not so much anymore. Have had food served under cook and/or tainted because I'm transgender. It seems that the quality goes down with each visit.

I visited this Pollo loco a few days ago during lunch time. I was very disappointed with their service. I waited 25 minutes for a birria box. The birria tacos were disgusting and disgraceful. I can't believe they would serve greasy, cold and old tacos. They tasted as if they were leftover from the day before and reheated in a microwave. I had an upset stomach all day. The meat was dry and it barely had any on the taco. It was absolutely NOT worth the $9+ . About the only nice thing I can say is the chips were crunchy and tasted fresh and at the counter they didn't give me grief when I asked for extra salsa.

What a Complete Joke! Evidently running a fast food operation is just too difficult for these people. I ordered a $15.00 meal and tried to pay with a $50.00 bill and was told that they didn’t have change. It’s 5:15 pm and this Major Fast Food Restaurant doesn’t have $35.00 in change! WTH is going on? Complete idiots are running these places! Will never go here again!

Service from David, manager at this location was poor. He doesn't know the menu for El Pollo Loco and he is a manager. How does that work?

This was my first time here. I'm from Canada, so I'm not familiar with the menu or the hours. I came to this location last night to try their chicken at 9:15 pm. The drive-through clerk explained that in order to have chicken, I would have to arrive by 8, 8:30pm because they start cleaning the grills at that point. My first thought was, (as a business owner myself), to pay the staff for an extra hour and start the cleaning after closing, not before. This was disappointing. He then suggested I try a burrito, so I did. I ordered the avocado chicken burrito, with a side of mashed potatoes. I also asked for salsa, and he recommended 4, as they were quite small, and I'm so glad he did. 4 was perfect. If I had only 1, I would have been pouting. The burrito was delicious. I asked for extra cilantro and really pleased with the flavor. I don't eat the shells, but the contents were yum,yum. The potatoes and gravy are OK, obviously instant, so low expectations. Today, I went back, 6:10 pm. I ordered a 4 piece meal, dark meat, 2 drums, and 2 thighs. My sides are corn and the Mac n cheese. I also asked for Pico, and they graciously gave me 4, as one of the staff made a joke to give me 1. (I think he was kidding) The staff were great. Friendly, helpful, and right on point. I enjoyed the ordering process on both visits, last night and today, A+ for customer service. The food? 👎Bad news, the chicken I was given was overdone. The skin was like paper, and the meat was dry. It's really too bad, I was hoping for good things after the burrito. The corn is tasty, plump, and juicy. The Mac n cheese, however, had been sitting in sauce to the point that the noodles are mush and the sauce has a powder undertone. Coming right at dinner hour, I shouldn't be getting dry meat. If it wasn't for the great service, this visit would've been a total bummer. Thank you to the vibe clerks. You made a difference, your smiles, attentive and friendly, all 5 stars! 👍

Everytime I come by the line is incredibly slow, the food burns my tongue everytime. This time... I waiting what felt like 5 minuts for 1 car to move and then about 8 minuts for the guy to take my order...and $25 later they could hook me up with napkins or even a fork or spoon nothing. They did get the straw though 🤷‍♂️

Horrible customer service. Food was all wrong... chicken over cooked and burnt, also got the wrong burrito, did not put and utensils or napkins, and last did jot give me the salsas that I ordered.. o ya they didn't give me a Receipt of my order.. Called and the only thing they wanted to do is give me 25% my next order.. I won't ever go back again

I had an amazing experience!! The food was hot and fresh and the tall lady was very patient with me and my questions & all of the staff was very sweet and helpful! Would definitely recommend coming here!

Surprised at the difference in taste from a few years ago when we lived here. Chicken didn’t have that virus marinade flavor we loved. Also the Cole slaw recipe has changed. Not what I was expecting.

This location has really turned around. On my last visit I could see huge Improvement! Service and food quality. Keep it up El Pollo!!

I've been to this location twice now in the last month. Grace took my order both times, and she is quick and responsive. Manager Clinton was very friendly, and you can tell that the place is under good leadership. Everyone is bustling, and it's a good vibe in there. I love the chicken at El Pollo Loco!

My stepfather and myself we really love this place . I ve been in different pollo loco around Los Angeles ( I hate the one in Hollywood close to Netflix ) but this one in cathedral city is the BEST !! The employees are super friendly and helpful . Specially COZZETTE / ALEXA / RAY and CLINTON ( Mr VIking 😀) super professional and friendly ( the best mix ) I go every week . They are the best . The food DELICIOUS 🤤

This is our usual go to spot for a quick burrito. Consistency is always there, but the Manager Clinton must have been having a bad day today cuz he gets a bad review from me. Poor attitude, not just with me but with his own employees, giving both of us the side eye for asking for sides and sauces. Funny to think even as we were walking in he was already dealing with a previous customer who was complaining. Anyway, I'll still keep coming back but I hope you work on that attitude buddy

We love coming here to get a quick healthy bite to eat. We love seeing Cozzette when we go she’s always smiling and makes each visit special! Keep up the great work.

Went during the time of shift change. I gave the man $40.00 on purchase of approx a $27.00 purchase. (I think he may have been manager but not positive). He gave me back $2.00 and some change. He told me I only gave him $30.00. After I said I was ripped off and wanted the number of district manager he said he would check his register, in which I believe he knew he was short, then gave me the correct change. I don't feel this was an honest mistake and only an attempt to recover the shortage in his register. COUNT YOUR CHANGE! I will not be returning.

The new management at this location has been impeccable! So many improvements have been put in place. The service is great and most importantly the food is tasty! 10/10 would recommend!

Im saying there is one huge problem here Take down the hiring sign and give the employees you have reasonable hours 1 day, 2 days a week certainly doesn’t cut it Thanks Nice employees. Seems owner only responds to those giving 5 stars. This is where the problem starts….

First of all the cashier was very rude. Even my coworker said the same thing I said 'rude' She look like she did not like working there at all. 2. The place was very dirty trash cans filled to the top and where I was sitting like someone had spilled a drink or something.

I love this place. The chicken burrito is amazing. Queso is excellent. Margaritas are perfection.

AVOID COMING HERE AT ALL COST!! DESTINY IS EXTREMELY RUDE, DOES NOT KNOW HOW TO TAKE FOOD ORDERS. SHE DIDN'T CARE WHEN I ASK HER QUESTION AND JUST SHUT THE DRIVE THROUGH WINDOW!!! AVOID AVOID AVOID!!!!! THIS DRIVE THROUGH HAS A LOT OF 1 STAR!! POSSIBLY FROM DESTINY!!

Bad experience the drive thru lady was rude and I asked her for specific sauce the green avocado she says yea that's the one I didn't get that one I got a different green salsa. Also I asked if I could have my burrito cut and she said yes and it wasn't cut with an attitude the whole entire time. Will not be coming back to this rude establishment. Always messing up my order

I LOVE how I can use the app set up a time to pick up the food. It's always fresh and hot. The crew is are nice and professional. When I forget I have the app the wait time in the drive thru is not long even when it's feeding time (lunch/dinner) rush. Plus the menu options are outstanding. 🌮🌯🥗🍛🍲🥤🍗🥦🍚Something for everyone even the picky eaters. Oh yeah a chicken place with vegetarian and vegan options.

This wonderful place besides having great food and clean restaurant their management and service is the best they understand there's a polite very clean and just simply wonderful day and night even the same service I give them a five plus,

Chicken is always fresh at this location. They do a great job with portions too. Very fast service.

I love el pollo loco!!! Where else can you get combo for $5, 3 tacos, chips and a soda?? The employees have always been nice to me. Thank you guys, you are doing a great with what you have, and thank you for putting up with some of the rude people that you serve.