El Pollo Loco — Restaurant in Lemon Grove

Horrible customer service at this location. Cashier was extremely rude once I had noticed there was an issue with my order. Full details of my October 7th order that took place at 7pm below.

I placed an online order using El Pollo Loco’s the website while I was sitting at my bank. I timed it perfectly that the food would be done when I arrived at the location I selected. I placed the order and made my way over to the Broadway, Lemon Grove location. Due to the lights it took me a few minutes longer than expected. When I walked inside, the cashier asked to take my order. I told her I placed an online order and she went looking through the bags. She told me my order hasn’t been started yet, but she’d start on it right now. So, the app says my order will be ready in 15 minutes and I arrived 20 minutes later and it hasn’t been started? Okay, nothing I can do about it so I say okay and step to the side. I watch as she starts my order, puts it to the side, starts another order and puts that one to the side, starts a third order and puts that to the side. At this point I’m thinking she starts the order and someone else is finishing them, but no. She circled back to my order and does a little more and goes down the line again. So finally she’s putting the chips in my bag, seals it closed and tells me to have a good night. I say thank you, and take my food to a table and open my bag. I want to make sure nothing was forgotten before I drive home and end up having to drive back. So I go through everything and I realized I’m missing the guacamole to my chips and guac. So I go back to the front with my food and the same cashier looks at me and looks at my open bag. I start explaining there’s no side of guacamole for the the chips. Her FIRST response to finding out an item is missing is, “MA’AM IS THST YOUR ORDER”? Are you kidding me??? I tell her yes this is MY order that I placed online on your website. Her response to that was, “oh we’re out of guacamole”. Excuse me? Your out of guacamole, but less than 2 minutes ago you handed me what you made me to believe was a complete order, without uttering a word about how you were out of one of the items I ordered and paid for? She intentionally handed me an incomplete order hoping I was a delivery driver and couldn’t check the items or that I would just walk out. So she asks if I’d like to switch it for another side, which I didn’t since I had already ordered all the sides that I wanted when I originally placed my order. She asked if I wanted to speak with her manager and I said no just refund me for the missing guacamole and I’ll be on my way. She then proceeded to go speak to another employee behind the table where all the food is, back by the grill in Spanish. I don’t speak Spanish so all I understood was guacamole. Then she went to the employee over by the drive thru window and speaking on Spanish again said something about guacamole. Then came back to me and asked if I wanted to switch it for another side. At this point I’m annoyed and embarrassed. I have no idea what she was saying and why everyone she just spoke to was starring at me. I ask if they have avocado slices, I’ll mix my own guac at home. She gave me 3 slices of avocado and told me to have a nice night. So they had avocado, and couldn’t make more guacamole? And instead of telling a customer an item from their order was missing they handed me what was believed to be a complete order? Delivery drivers get rated based on the food they deliver, so if any driver has gone to this location and received a bad rating or a complaint something was missing I wouldn’t be surprised. This wouldn’t have been a big deal if the cashier had honestly forgotten to pack the guacamole in my bag or telling me once she realized she was out of guacamole, but not telling me they were out and attempting to hide the fact hoping I wouldn’t realize is the issue here. Also let’s not forget that you make guacamole from avocados so I’m not sure they were out or if they didn’t want to be bothered with...

El Polo Loco stands out as a premier choice for individuals in search of a delicious and convenient dining experience, particularly for those who prioritize fresh, hot, and healthy meals. This eatery is dedicated to using high-quality ingredients, which not only enhances the flavor of their dishes but also ensures that customers are consuming nutritious options. The menu is thoughtfully crafted to cater to a diverse array of tastes, making it an ideal spot for families, friends, or anyone looking to enjoy a satisfying meal without compromising on health.

In today’s fast-paced world, many people find themselves pressed for time yet still desire a meal that is both flavorful and nourishing. El Polo Loco addresses this need by offering a variety of options that are not only quick to prepare but also rich in taste. From their signature grilled chicken to vibrant salads and zesty salsas, each dish is designed to provide a perfect balance of taste and nutrition. This commitment to quality and health makes El Polo Loco a go-to destination for those who want to indulge their cravings without the guilt often associated with fast food.

Moreover, the inviting atmosphere of El Polo Loco enhances the overall dining experience, making it a welcoming place for patrons to enjoy their meals. Whether you choose to dine in, take out, or even order for delivery, the restaurant ensures that every meal arrives fresh and hot, ready to satisfy your hunger. With its emphasis on wholesome ingredients and a menu that appeals to a wide range of preferences, El Polo Loco not only meets the demands of busy lifestyles but also promotes a healthier way of eating, proving that convenience and quality can indeed go...

I had the most amazing experience at my visit to this restaurant today. From the moment I walked in, I was greeted with a “Welcome to El Pollo Loco,” to a warm welcome and smiles which happened from the moment I arrived, to the moment I left. The food was superb as it was incredibly fresh to the point where the meat just came off the bones so easily. I have been to numerous El Pollo Locos, but I have never experienced so much freshness in the food, the tortillas, the sides, and the salsas. There’s also another special feature that this wonderful restaurant offers that others do not, and that is that your food and salsas are actually served at your table. I took the time to speak to the Manager, “Jose,” and congratulated and commended him for doing such an amazing job, with the management of the restaurant, as it was very clean, the music was great, the crew, and the incredible freshness of the food, where the meat was not dry, but fresh and juicy, and how you are made to feel very welcome upon entering, and during the duration of your visit at the restaurant! I live in the East County, and I will drive the distance to go to this restaurant in Lemon Grove at all times as opposed to the ones closest to me where I have been nothing but disappointed! I highly recommend that everyone go to this restaurant for an amazing experience of the treatment you will receive while being there, and for the amazing freshness of all of their food! You...