El Pollo Loco — Restaurant in City of Industry

This store legendary... I moved here from Utah three years ago and I went to this location and it took about 20 minutes even though I was the only car... I mentioned it to my coworkers. (I work in a nearby warehouse with over 50 employees) A group of about 5 employees all went off about how slow they are and how it is so mismanaged. Since living here I'd say whenever food in the area is brought up everyone mentions that this place is terrible. The funny thing is everyone says, "We love El Pollo Loco, but don't go to that one, it is the worst" It has been a well known fact in the area for quite a long time, a least for the past three years since I've been here, but probably beyond. Well today it came up again and my curiosity was peaked. I had only ever tried the drive through... I knew I had an hour for lunch and I wanted to go see who is working inside and see why it is so bad. My plan was to just order food, then watch and listen to what they are doing differently. Well I parked and I walked up to the door closest to the parking lot. It was locked... Okay, so I walked around to the other door on the west side. It was also locked. I peaked in through the window and saw the workers working and someone was sitting down. They looked like they were on break. I walked back over to the first door and knocked. Nobody moved including the girl that was on break. I pulled out my phone. I figured I want to record these people ignoring me so I can post it online. Eventually someone noticed I had my phone a girl walked up... She was pointing to her hand and then pointing to my phone... It was confusing... She didn't say anything. She also notably didn't let me in (This was at 12:30pm on a Thursday) I just said through the door... Can you hear me? She finally responded, "Are you here to pick up a mobile order?" I said no, I was hoping to eat lunch I wanted to dine in. She responded, "Dine in is closed" -Now keep in mind right on the door there is a sign that has Dine-in hours, and drive thru hours. These hours were lunch time. and this store should have been open.- I responded, "Really? Its lunch time, why is dine in closed" Notice that she didn't offer an explanation before, they didn't hang up a sign, they didn't do anything...Eventually she just says, "We are short staffed, drive thru only." At this point I say, "Alright, Thanks" Then I drove and had a lunch somewhere else. So unfortunately I was not able to be let in to see what the cause of the slow service was. For now it remains a mystery as to why this Location is legendary for its slow and bad customer service. Hopefully one day someone will be able to observe the workers and the processes that they follow. Until then it will remain an enigma that confounds even the brightest...

TL;DR Check your order, check for your dressings and take your time. And if you can just avoid this place overall. Quality and service is going down ever since tortilla wraps were removed.

First time I came here, which was a while back, I felt rushed taking my order cause the person taking my order was impatient and rude. Their machines were down and I paid cash. Got my money back and a free meal because the manager was cool. Not a big deal no harm no foul.

Second time I came here my taquitos were burned and the avocado was dry and didn't look fresh. It wasn't the tastiest meal I've had for El Pollo Loco standards. Also the dude forgot my creamy cilantro dressing. And his attitude was unenthusiastic and unwelcoming.

Third time and final time I come here I make a order and ask for creamy cilantro dressing again. Same dude forgets the dressing but I took my time and checked for the dressing. He then gives me two dressings after I asked him for the second time, he seemed a little annoyed. I get home and the creamy cilantro dressing is not so creamy it's more like water.

I hate to sound so snotty but I'm done coming to this particular El Pollo Loco because the other one I've been to has gotten everything right without any incidents. And the creamy cilantro is actually creamy.

P.s. I miss chicken...

Always good chicken was what I used to say , about this location . I have had problems here in the past and things were looking up . Were looking up . Tonight I went for dinner about 7:00 PM. In the past I e had discussions with mgt. about difference between fresh food and food prepared earlier in the day . And putting a little effort into preparing a order and quality control before sending it out . I ordered a 3 piece combo ( (breasts only) yes I know they charge extra but I want chicken not bones), with steamed veggies, mac and cheese with flower tortillas. Also 1 order of the new chicken nachos. To go . Home is literally 2 minutes away. What I got was 3 small hard rubbery breasts with overcooked microwaved veggies, the tortillas were wet and sticky like they came out of the bottom of the warming bin and had water spilled in the bin to keep them soft . The nachos were a mess of smaller broken chips like the bottom of the bag . I eat at the village at least twice a week . In & Out , Panda , Pieology , Rubios, Chick fila, Cappriotti's , You guys and once in a while McDonald's . I like chicken and its healthier for me than the other places . But I can't keep eating poorly made food or I half to...