El Pollo Loco — Restaurant in Aliso Viejo

This El Pollo Loco has come a long way since I worked here last year. I came in today at the tail end of lunch, and was greeted upon arrival. My order was taken quickly and came out correctly within a reasonable amount of time. The store was immaculate too (peep the salsa bar photo). Miguel, Andreina, Lorena, and Emilia all displayed friendly customer service.

This place gets a bad rap, but anyone who's worked in fast food know that it's not an easy job and takes a lot of moving parts to run smoothly. If you're lacking some of those parts (e.g. people) from the jump, it's extremely hard to compensate and provide a good experience for the customer. Sure you can get your people to do the work of two, but eventually that takes a toll. Folks should remember that fast food workers are people too.

My one suggestion would be to acknowledge waiting customers at the register. People are generally okay with waiting a minute or two if everyone's hands are full, but a little acknowledgement goes a long way in the eyes of the customers. (This was something I noticed when I went back up to the register.)

I'm proud of the progress this place has made. I don't eat meat or dairy which limits my options here by a lot, but I'll be back in the future for my rice, beans and avocado. Thanks guys, and keep up the...

The worst el pollo loco I've been to. This epl is just down the street from me and I try to eat healthy so Ive eaten here a lot over the past 20 years or so.. Today I come in and the Hispanic young man at the register says come in welcome so I walk to the register he smiles at me and tells his boss he's leaving without taking my order. In the back of my mind I'm wondering if I wasn't a white male would he have taken my order. Then I'm ignored for approximately 5 mins before someone takes my order. Had my foot not been sore I wound have already left. This store has a long history of poor service. The 1st time I came here approximately 19 20 years ago I ordered a pollo bowl from the drive thru only to get home to find out there wasn't any chicken in my chicken bowl. My wife and I often joke about how our order will be messed up when we come here. The honest truth is that something will be screwed up about their customer service approx 8 out of 10 times that I come here. The only reason I still come here at all is because the good is semi healthy and my home is just up the street. I don't like giving bad reviews but if any store deserves it then...

Went in at 7 pm which is by no means some off hour. Asked for an 8 piece family meal with breast and thigh only. The cashier didn't know how to ring it up, got the manager and the managed said.. Oh we don't do that.. I said yes you can because I will pay for the up charge and I have just done this at another El Pollo Loco. She looked dumbfounded. Then she (manager) proceeded to instructions the cahier to make sure they had enough chicken. Yes.. Really enough chicken at a place that primarily makes chicken. The cashier looked and said.. Sorry we don't have enough chicken and I could see that there was a ton on uncooked chicken sitting on the cold side of the burner. I printed out the chicken and the cashier responded with.. It will take about 15 to 20 minutes to cook it. The cook looked very confused while trying to listen to us. I just couldn't believe the incompetence at the entire place. I said, no thanks, have a good evening and...