El Pollo Loco — Restaurant in Gilbert

I usually don't do a lot of reviews but I wanted to do this because the customer service at the South Gilbert, AZ Store 3578. I want to give NAHILA R employee number 382, props on her great customer service. Even though we interacted for only a matter of like 2 minutes, she was friendly, talked to me with a smile and didn't talk to me like I was bothering her (most fast food places employees act like you are bothering them).

I can tell that was just her natural personality, but the upbeat customer service with a smile is very uncommon these days. I eat out almost everyday, I rarely eat at home. So I guess you can say I'm a "Professional Restauranter", so I can tell the difference between good and bad customer service or if someone acts like a "robot"

Keep up the GREAT Personality NAHILA R!

UPDATE: WOW! What a difference on how I was treated from a few days ago! I walked and went to the counter to order my food. I don't know the original cashier's name that helped me, but I think she was more worried about her significant other and her child that was sitting in the dining room. They weren't eating nor drinking anything.

Anyhow, she was taking my order and I asked for the 3 piece meal, All thighs. She had to ask her supervisor if it was ok to serve the 3 thighs. She came back and said they're not going to be able to do all three thighs, it can only be the two thighs and a drumstick. I clearly stated "Whatever that's fine". I have her the rest of my order and she closed the sale. She never asked if it was for "here or to go". They started the order ready "to go". She started putting the sides only in a bag and I asked "is that mine?" She responded "Yes", then she got a bit of an attitude, dropped her shoulders and walked over to grab a tray. Then she set the tray with the sides only on her side of the counter, as if they're still working on the order. About a minute went by, with the sides still sitting on tray, while she was by the prep counter and looked at me and said "Your order is ready". I replied "where's the chicken?" She replied "You said you didn't want the chicken".

We went back and forth a few times what I really said ("Whatever that's fine"). She told her Supervisor "Danielle" and right away Danielle came over to the register and got mouthy. There's was no "I'm sorry for the misunderstanding", nothing of that manner. She stated right away "You didn't want the chicken" and I told her exactly what I said and she replied with an exaggerated sentence that never came out of my mouth.

We went back and forth, I was defending myself and she was accusing of saying something else. Then she claims, I was "talking over her and that's being rude". She asked what was order and I was telling her she kept talking over me by telling me "You are rude, you didn't want the chicken". We went back and forth with that for about a minute because she wouldn't shut up and let me talk. Then she asked me "What tortillas do you want?" I replied, "I don't want any tortillas." Then she laughed and I asked her "What's so funny?" She replied "You are" as in not wanting any tortillas is a problem.

She carried on with being very mouthy as if I was her husband and they were arguing.

In the end, she gave my money back but what absolutely horrible customer service. Normally I would say she needs to be "re-trained" but in this case, Danielle should be terminated for treating customers so. I did eat the food and left my tray of trash on the table. As I was walking out, she screamed "Thanks for leaving your trash on the table". As I kept walking to my vehicle and exited the...

5-Star Review: El Pollo Loco on South Gilbert Road – Fire-Grilled Perfection in Gilbert!

Craving that smoky, citrus-kissed chicken that hits all the right spots? Look no further than the El Pollo Loco at 4091 S Gilbert Rd in Gilbert—it's my go-to spot for quick, flavorful Mexican-inspired eats without the wait. I swung by last weekend (October 18, 2025, to be exact) after a morning hike in the East Valley, and it was the perfect refuel stop. Open daily from 10 AM to 10 PM (9 PM on Sundays), it's super accessible right off the road, with plenty of parking and a drive-thru for those lazy days.

I went classic with the 3-Piece Fire-Grilled Chicken meal—tender, juicy leg and thigh pieces marinated in their signature citrus blend and charred just right over the open flame. Paired it with the cilantro lime rice (fluffy and zesty) and pinto beans (creamy with a hint of spice), plus a side of fresh salsa that added the perfect kick. For under $12, it's a steal compared to other fast-casual spots, and everything tasted homemade, not assembly-line. They even have family meals if you're feeding a crew—next time, I'm trying the Double Chicken Torta for that crunchy, saucy goodness.

The vibe inside is clean and bright, with that welcoming fast-food efficiency but none of the chaos. No greasy messes, quick lines, and the app ordering made pickup a breeze.

If you're in Gilbert and need a break from the usual burgers or tacos, El Pollo Loco delivers every time. It's fresh, affordable, and downright addictive. 5 stars—I'll be back before the...

Not as good as they used to be! I used to come here quite often, but as with most things, the scamdemic ruined everything. First of all, they no longer put out salsa where you're free to just grab it yourself (I mean why would you make it convenient for your customers). Instead you have to bug the workers behind the counter, who are already understaffed, to get you what you want. And if they're busy at the counter taking orders for a line of 10 people? Ha! Forget about it! Seriously management, enough with the Covid nonsense and put your salsa bar back out! It's just smart business, it will make your employees more productive again and you'll stop ticking off your customers who just want something very quickly without waiting 5 minutes to get somebody's attention. I don't think management has any clue just how much time their employees waste and the affect on productivity by not having the salsa bar anymore. Secondly they've raised their prices quite a bit and coupons are no longer a bargain. They give you a $6 meal with no drink. So add the drink and the coupon is more expensive than just getting the combo! It makes no sense really. The restaurant is often dirty as well, probably from being understaffed. So like I say, not what...