El Pollo Loco — Restaurant in Las Vegas

I love the food, but that’s because of the franchise standards, not this specific location. That being said, this particular location is horrible. I’ve given it zero stars for service because they don’t know the meaning of it. It’s the closest location to our house so we’ve given them multiple chances even though each time something goes wrong. This last time was tonight. Placed the order with the app and it said it’d be ready in 5-9 minutes. At 10 minutes I’m in the drive-thru at the menu board (they’ve asked me to wait while the handle the 1, only 1, car that is already ahead of me), so I wait, and wait some more. Finally the kid asks for my order and I give him my name for an order on the app. He tells me to come to the window and as so I pull around (that other car in front of me is pulling away). I get to the window and he tells me it’s not ready yet and to pull around to the front, where they’ll bring it out to me. So now I’m waiting in the front and I can see clearly inside. From the lack of speed or attention I’ve experienced so far I figured they were understaffed but no, there are 4-5 people inside working. Only 2 customers inside dining, and the sporadic customer in the drive-thru. My 5-9 minute order is now coming up on the 20 minute mark with no sign of life heading my way as I watch them leisurely wander around the counter and kitchen areas. Frustrated now, I go inside and up to the side of the counter. The “kid” who was unhelpful in the drive-thru window is now over here playing with the register. He finally looks up and I ask him if my order is ready and without checking anything he says “no, it’s not”. My frustration and skepticism is very apparent on my face as he wanders away, finally speaking to someone else there. Then goes to the counter where bagged orders are sitting waiting. Surprise, surprise!!! My order is just sitting there. He brings it over and says “have a nice day”, if I wasn’t a grown adult I would have flipped him off. I’ve worked in F&B, I’m a reasonable person and respect what anyone doing this job has to go through, especially working in fast food. The employees at this location though … they are the laziest, most unmotivated, disrespectful group of individuals … it’s almost like they’re trained to be failures. So after giving this location more than 10 chances we’re giving up on them. It’s worth it to drive farther and give our business to a...

Customer service, integrity and accountability is not what is being reached or practiced at this location. I ordered an 8pc family meal with two extra breast on the side because you can’t order all white meat. At the window she told me my total and asked if I want my receipt, I said no. She hands me my food and I’m on my way home. When I get home I realize I don’t have my salad as I take a bite of the chicken it’s so hard and dry I hurt my tooth. I called the location back I went to and I was told if I don’t have my receipt she can’t help me, even though I was literally just in there drive thru. I was so happy that this location opened because I didn’t have to drive 10 min to get El Pollo. This is by far this worse location this company has opened. Time and time again I continue to get bad service and food so I will start driving to others locations instead. Please close this location because since it opened the staff or the food can’t get right. Stop serving dry old chicken.

This obviously made me real mad because I have never written a google review but this is...

I used to go quite a bit before I stop eating chicken and meat. Their food has always tasted more fresh and not prepared like all the other fast food places. Definitely one thing that drew me back time and time again was the avocado salsa. In fact, I loved it so much. I told them to skip putting in the little containers and just fill up the smallest drink cup with a lid. And I would use every drop. So after a few years I decided to try it again since a friend wanted to go there. I got their bean cheese and rice burrito. Of course asking them to fill up a bunch of avocado salsa as I used to in the past. However it's not the same salsa. It's more watery, not creamy and waaaay spicier. For me it didn't enhance my food the way it did before. The burrito was still very fresh and crisp and not a disappointment. I didn't see any fish on the menu, but the sticker on the drive through window said they prepare fish there, so I might go back again, just to see what kind of fish they have, but to be honest, I probably won't because of the avocado salsa, that was my huge...