El Pollo Loco — Restaurant in Henderson

I wish I had nothing to say but to accept to myself that my food was good. As it turns out, I have to share my first ever El Pollo Loco mobile order experience, it sucked!

Let’s start off explaining how excited I was about the fact of how convenient it is to my work with a 30 minute lunch break, this place is only 5 minutes away and with a mobile order I should be able to ‘Pick Up’ my order and go, I not only ordered once but twice in the same day to try and ‘Pick Up’ with a set time, on both orders the staff failed horribly, especially the cashier and manager of the store.

I arrive and my first order should have been ready to go, I arrived at 12:00 PM mind the fact that it said it would be ready by that time and that was not the case. In fact, I had the patience to hold my breath with the cashier who started off my interaction with “We’re working on the order now,” and after watching 3 people order ahead of me and pick up their orders and 2 more people order and receive their orders I still gave your store the benefit of the doubt to have the awareness of getting my order ready.

Instead, I followed up with my orders and asked if they will be ready soon and guess what, the response was “We’re working on it,” how the hell am I supposed to believe that when the whole store cleared out while I’m still waiting on my mobile order 30 minutes later? Your manager has no awareness of customers and their satisfaction, not one “Sorry for the wait,” didn’t even get acknowledged once about how long I’ve waited, generous of you to offer me any extra food but I don’t have time to wait another 30 minutes for your kind offering.

Stay far away from ordering any mobile orders from this El Pollo Loco establishment, also send your cashier worker home if she’s coughing up a storm while handling the cashier. Those cough vapors will taint the food, I’m sure as heck that by the way she was coughing without a mask and the way she faced towards the grill, that tempered glass isn’t enough to cover that cough mist. This isn’t a rant but a feedback that hopefully the owners of the establishment can acknowledge the inconveniences and poor customer service at this specific location. For all I know, I can be the oddball of the bunch but I sure as hell know that this is the first and final time I’m going here. There’s no need to respond back to me about my review. I know what I saw and know what convenience and good customer service should look like and it sure as hell isn’t here!!!

Expert Tip: DO NOT ORDER ONLINE. WALK-INS fulfill and receive their orders...

Please save yourselves the headache! Beware of the drive-thru, you will never receive what you ordered. Do not dare go inside because this restaurant is filthy. Anytime that I have visited this place there was food debris on the floor, tables and chairs are never cleaned off, and good luck with the salsa bar. The salsa bar is usually empty and if there was any salsa left its spilled all over the counters. I have never actually seen any of the employees cleaning. I don't blame the employees I blame the management and corporate. I have complained to both management and called there customer service number. I was contacted by Juliette about a previous incident and she assured me the things at this location were changing. Juliette said that she has been assigned to this location due to all of the complaints that this particular store has had. She even gave herself a pat on the back while she was on the phone with me and claimed since she has taken over that the complaints have stopped tremendously. She offered me a $20.00 credit for an incident that occurred with my order. I decided to take her up on her offer. Well she failed to communicate this information to the rest of the management staff and I ended up paying full price...

My son and i went to the pollo loco at stephanie and american pacific on fathers day 6/19/22. The older lady that rang up our order was not nice. I ordered the double chicken bowl and my son a chicken tostada salad both with NO SOUR CREAM. I even told her again to be sure. She raised her voice and said I GOT IT. when the order came both had a lot of sour cream. My son scraped it off but i couldn't i hate the taste of sour cream and it needed to be remade. I took it up to the counter and she told me to scrape it off i explained i can't and i told her why. She took it back in the kitchen and gave me the new bowl (i thought) it was the same bowl and she had put some additional chicken on top of the sour cream and by now it was cold. My Son said just try to take it off she might spit in your food if you go back. I had to take more than half of the bowl off and throw it away my son bought me a chicken burrito because i was still hungry. The food and the pico de gallo was bland and dried out. I spent $45 and left hungry. Never again. What a...