El Pollo Loco — Restaurant in Fresno

Elvia Morales- District Manager of El Pollo Loco Restaurants

This evening, a group of us ate dinner at El Pollo Loco Restaurant on West Shaw Avenue. January 8, 2024

We were quite disappointed in finding again the same problems that were not corrected since the last night we ate there.

Faucet in customers' restroom is leaking heavily at "P" trap with water running all over the floor. I brought this matter to the attention of the staff the last time we ate there, yet no one repaired this leak, which is destroying your tile flooring.

We were the only customers eating inside; yet 2 outsiders who never ordered food utilized the bathroom, thus causing us to have to wait a long time.

These outsiders should not be provided the fob code. This code should not be posted at the register.

We, as regular customers, were deprived of the restroom, due to outsiders abusing the privilege and taking over.

The toilet paper in your restaurant is the worse in all of Fresno City. It is so thin that it rips when you pull out or 3 squares.

Very irritating and a big nuisance!

Many of the tables were dirty and never cleaned until about 10 minutes before we left.

I hope you will realize that these complaints are causing El Pollo Loco to lose customers like us. This is why we along with one other lady were the only in-dining customers the entire time this evening.

I have brought these matters to your and Gabby's attention numerous times, but it appears that they have fallen on DEAF EARS.

How will you correct these repeated problems and...

We shouldn't have stopped here; our instincts told us to go elsewhere. While the customer service was nice, that was the only positive aspect of our visit. Since we were on a 500-mile road trip, we came here for some pieces of chicken—it's in the name—thinking chicken would be a safe option. Only to find out they didn't have chicken pieces available for another 45 minutes. So, instead, we ended up with chicken bowls. They had that at least.

As we sat in a booth, we noticed a colony of ants crawling along the perimeter of the restaurant. It was utterly disgusting to see ants inside an eating establishment. We felt compelled to move and began to question the cleanliness of the kitchen if the dining area was so dirty and infested with ants.

The interior was not very clean, and we couldn't find napkins anywhere. The bathroom was appalling; it was so bad that I couldn't even bring myself to take a photo. We've traveled across the country and have seen many rest stops and truck stops, but this was by far the worst we've encountered.

I deeply regret our choice to stop here. This experience has been one of our worst, and I hope we make it to our destination without getting sick on the road. I guess we can chalk it up to...

Well, below you will find my four-star review which has quickly become a two-star review. Why, you ask? Here it is. DO NOT GET THE APP OR SIGN UP FOR THE "REWARDS". In doing so you will be hounded incessantly. Believe me, a free taco is never worth the volume of emails you are going to get. And you will not be able to unsubscribe from your emails if they look like mine. Good chicken, lousy business ethics. And I forgot one other thing. Filthy, broken down toilets (at least the men's). With toilets that bad I wonder where the employees are washing their hands.

FOUR-STAR REVIEW FOLLOWS:

For a quick cheap very good chickenstyle food grab-and-go, EPL ain't a bad choice. Can't think of any other in this catagory that might be better. Their chickens are usually very good. Fresh and juicy if you get one during busy times. Slow times you need to specify fresh only. To-go is a better choice than eating in. Try it once and you...