El Pollo Loco — Restaurant in Culver City

I've been coming here for a while now and thus am hesitant to put a bad review. But I'm doing so in hopes that the owner/manager can add some improvements:

Mobile app is poorly designed and hard to use - I know this part is likely out of the owner/manager's control, but I thought to add it in case their feedback does make it back to corporate to improve the app.

Some window register employees can seem under-trained and sometimes gets confused about mobile orders, discounts & coupons, full priced items, and how mobile pay is used. I've had discount & coupon items charged as full priced items at various times.

I was at the drive-thru and ordered the weekly 10pc leg & thigh for the discounted rate with tax. I've made this same order almost every other week and have paid it with credit card mainly without incident. However, the challenges arise when the mode of payment shifts just a bit. My gift card balance on the mobile app showed a balance more than enough to cover the order so I showed it to the window person. She took my phone to scan the card and ended up debiting my gift card to zero (ie. overcharging me for the order). Then she showed me the register receipt and said I still owed an additional $4.60! I would not pay the additional amount as she had already debited my gift card balance for more than the order making me overpay. What I think may have happened (which has happened before at this location and I've had to remind the window people) is that instead of entering the discounted rate they entered the full rate, and then proceeded to charge and debit for the full rate. Doing this on a gift card is impossible to reverse at point of incident.

The bottom line is El Pollo Loco's app needs a complete overhaul (I'm not the only one who has noticed the poorly designed app UI), and their window employees at this location may need additional training on digital transactions and ensuring that they charge the correct rate.

By the way, I noticed on some of the other bad reviews, the owner will just respond with a corporate link to enter the review. So I went to the corporate link to enter the review. Unfortunately, the corporate link does not have this specific El Pollo Loco address for their Culver City locations. I had to use the only Culver City location address provided in order to submit a review, and referred back to this location...

For some reason almost every pollo loco that I go to never seem to have wing's, I like to order their wing lover's meal but always never end up getting it for the fact that they don't supposedly have any, isn't this a chicken place last time I checked it is, so I went to get some lunch for me and my little one at this place first I orederd a tostad meal which I had a coupon for and a mini kid's chicken bowl, so we got our order and they forgot my little one's tortillas which was not a big problem but Bernardo never addressed that he had forgot, after I went back for another cilantro dressing, which this girl have me with an attitude on her face, so went back again and me and my little one wanted some chicken wing's because his supposedly chicken bowl didn't have almost no chicken at all, more rice and beans enough to feed a crowd it had, so wanted to get their wing lover's meal and guess what they didn't have any but one sorry wing wow and asked Bernard if they had any more he asked the guy cook and said no right away but they could at least have told me they would have some later because me and my little one were eating in the restaurant, which I don't mind waiting but no senes of anything coming from these employees, and decided to get that one wing they had and spent $1.53 on this dried out wing with no meat on it and pretty sure they could've gave it to me for free after spending money at this place come on pollo loco get your act together on training your employees to do a much better job it's already...

Worst service ever. I love pollo loco but had the worst experience here the last time I was here. I went around 8 pm to order a family meal. First of all the parking lot is always full and homeless all the time. When I ordered my family meal I can see the employee filling up my cups. I can see her pouring the beans and scraping the serving bowl. She puts more water in my beans then actual beans. The I see her serving the rice and scraping the pan. I had order a soda. Went to pour my soda and they are out of sprite. The salsa bar which is what I like about el pollo loco is completely out. I ask one of the employees for more guacamole salsa and he goes on to tell me they don’t have anymore. I taste my sprite and it’s all carbonated water. I asked if they can change it. The female employee tells one of her male coworkers and they just laugh. Finally after 5 minutes he tells me that it has been changed. I go and serve myself more sprite and it’s still flat. I go and tell the employee. He fills up my cup from the dispenser in drive thru. I taste it and it’s still flat. So then I get annoyed and tell the female employee what’s going on with their store. She tells me if I want to speak with the manager. I said “yes”. The manager comes up and I ask him how come they are out of guacamole salsa and he responds that he has no control over that. That the store manager controls the guacamole salsa. And if I wanted to complaint to talk to her. I seriously don’t recommend this place to anyone. They have lost a...