El Pollo Loco — Restaurant in Henderson

Always amazing fresh food, great customer service and always clean environment. I don't know if this place is under new management or if they're just lacking in all areas because the manager dosen't care about her job but, the Lake Mead location needs a lot of help! Waited just short of one hour for two salads and one order of churros. The employee who took our order tried to ring the coupon but didn't know how to do it so she went to ask for help from "Theresa" the manager. We waited 25 minutes for her. Rather than helping other customers, or helping to expedite food to other customers the employee "Aris" just seemed to walk back and forth like she was lost, which told me she may have been a new employee. While we are waiting for the manager to come help another employee who had no name tag bends over the counter and whispers, "Please give the manager hell. No seriously, make my day and really lean in to her! PLEASE!?" He then walks away so pleased with himself. Finally Theresa walks up and greets us with, "Have you been helped?" I respond, "I've had my order taken but I've been waiting on you for 25 minutes to complete the payment." She looks shocked and said, "Oh, this is your order?" She looks at the register. She pushed a couple buttons and the pay process is complete. The manager then looks at us and informs us that the employee (Aris) knows how to do it! Aris looked at us, then back to Theresa and said, "If I knew how to do it I would not have asked for your help two times." At this point there were 4 people in line and three before us waiting for their order. The dining area was filthy, the restrooms were filthy and outside was a homeless man with his whole house spewing over from his shopping cart. This used to be an excellent location but it's really in the danger zone from my experience today. Theresa should've done better, taken responsibility and NOT blame HER team of employeesespecially if they're new. The salad was supposed to be double chicken, it was not double! Very disappointing, El Pollo...

This is the worst el pollo loco around Henderson. The last time i visited they forgot half of my order by the time i went back to pick up the rest of it 40 minutes had passed and i requested warm food. They told me they would makr the dishes fresh. When we got home our food was ice cold. We ended up not eating a 30 dollar meal we paid for. After that i told my boyfriend we would never eat there again. Come a month or so later i visit my dad and he offers to bring home food from el pollo loco. I accept because i am hungry and when he brings it back the sauce (the reason people go to el pollo loco) the good green sauce was either old, had been sitting out, wasnt made right, or they watered it down but it was separated at looked horrible. Half of us had already put it on our tostada salads before someone noticed. We tried to call them back but of course after multiple calls no one picks up. Apparently this has happened to my dad before just like it happened to me and i vowed never to spend another dollar there. Its expensive as it is and they cant even get your order right and when they mess up they still do you wrong. Not to mention when you go through the drive through you have to sit there for 5 minutes before they even that your order. I wouldn't even give this place 1 star but you have to im order to write a review. I hope you learn fr9m my experience and dont spend your hard earned money here. Heres a picture I almost forgot that my sister previously ordered here (she is a pescatarian) and ordered a shrimp bowl...there was HALF chicken in it!

I also like it add i have reported them to corporate...at this point there have been too many wrongs...

This review is based on horrible customer service not the food the food was just fine. I went throught drive through today 8/3/2024 around 11:50 Am... no one in line except me. I ordered $60.00 worth of food...let me say that again $60.00 worth of food! I got my food and drove out of the drive though then realized I forgot to ask for for three of the cilantro sauces. I drove back in...still the only one there got back to the window and told the girl I forgot to ask for three of the cilantro sauces can I have three please. she says no we have to charge you .80cents. I'm like I JUST spent $60 you can't give me three???! She says no... I ask to speak to a manager... the little young manager comes to the window and I ask her for the three little sauces. She says no coporate told us we have to charge. Funny that corprate would fire her in a second and not think twice if they wanted to. she's not getting a raise for policing cilantro sauce LoL! Bottom line is the money "I" or anyone spends there pays HER salary... GOOD Customer service being that I spent $60 she could have given me the three cialantro sauces that ACTUALLy only cost the company about .10-.15cents or even less each but they charge .80 cents. She needs to learn customer service she's in the wrong job she can lose the company more money by losing a customer over a ten cents pack of cialntro sauce...