El Pollo Loco — Restaurant in Irving

If I were reviewed this place based on food tastes alone, I would give 4-5 stars. However, I have an obligation to the Google community during the Covid pandemic to ensure the safety of Google's members. Thus, this review is based on how this place handling food and enforce the social distancing for dine-in customers.

I went to El Pollo Loco, store#3823, on 1/16/21 around 11:47 AM for taking out the order. Here are my observations that I think this place needs to improve. There were around 15 customers sitting at the tables. I believed they are the same group as colleagues having lunch together. Texas allows people in the same household setting together in the restaurant, but I am not sure about a group of friends and colleagues though. In addition, 2 or 3 of them walking back and forth between tables and the counter to order and pick up their food WITHOUT wearing a mask. Staffs didn't say anything. One of the staff (male, age around 30) who handles the food, cooking chicken, and prep food in the kitchen did wear the mask but the mask did NOT cover his nose. I kept watching him for about 15 minutes, no sign of him putting the mask properly. The same guy did NOT wear the gloves while preparing food. I saw he scratched his body while looking at the monitor, then returned back to cook chicken. There is no hand sanitiser nearby him. According to the Texas Food Establishment Rules (TFER), "TFER, govern food establishments in Texas. Restaurant managers who choose to allow employees to handle ready to eat foods with their bare hands must follow at least two control measures after proper handwashing. These control measures may include use of hand sanitiser, timers which govern how often and for how long hands must be washed, and others approved by the Health District."

I feel sorry for other staffs that not only customers but also one of the staff put everyone's health at risk during the financial difficulties and...

I am deeply disappointed in the level of service. Haven't had El Pollo Loco in 3 years. Being from Southern California I was so excited to find out there was an El Pollo Loco about 15 minutes away from my job. I pull up to the drive thru and order the 8 piece family dinner. The voice that came thru informed me there was no chicken. I was not happy about that because it's Saturday night at 7pm how is there no chicken? Ok, well my son loves the BRC's so there was still hope. I asked for 2 BRC's and she says there is no beans. I responded, "Y'all don't have nothing?" There was a long, long, long pause like this was this employee's first night on the job and she had no clue. I say, "Hello?" The young lady's voice comes back and says you can order 2 BRC combos. I stated I don't want BRC combos. I just want the burrito. After another long, long pause she says, "We don't sell individual burritos. We only sell the combos." What??? In what world can you not buy an single burrito from a Mexican chain restaurant. I tell her I don't understand why she can't just sell me two BRC's. Her response after another long, long pause is, "I can sell you the burrito for $4.84 each. I was livid. That is the price of the combo. Why would you charge me $4.84 for a bean, rice and cheese burrito? This is why I am disappointed. Why would a manager have a person that does not know how to provide decent customer service taking orders on a Saturday night? 2) Why is there no chicken on a Saturday night? I highly doubt I will be visiting El...

My Fiance recommended this place as she said that she had dined here before. I dont normally bother with places like pollo loco, and usually prefer an actual resteruant, . So we tried it yesterday evening. For two meals we paid over 30 dollars. That bothered me, considering what we ordered which really wasn't that much, we could have gone to Rosa's and gotten more for the same price IMO. Next the Chicken I had was either dried out or had too much fat in it, which I'm not supposed to have, due to Coronary issues. The tortillas were good. So was the rice and the beans. I dont like cabbage but it comes with it. 😞 The drinks were good. But otherwise I was not happy with my dinner and apparently neither was my Fiance, she told me that after we left. The employees were great the place was quiet and well maintained. Plenty of parking. But we're not very likely to go back and opt for Rosa's instead. So I don't know maybe it was just bad timing, late in the day, or the place really has slipped on its quality of food dept, either way they need to seriously re-up their game.or they are going to continue to loose customers. It wouldn't be fair for me to say not to go . So I won't. Give them a try and hopefully you will have a better experience than we did. I'm just not likely to go...