El Pollo Loco — Restaurant in Los Angeles

I waited a day to write this review so my frustration will not take over. I been going to this location a few times. Gabriella the manager ( she said she was) made it difficult. Customers before and after me were very upset that their orders were messed up. There were 9 in total including myself. I ordered a quesadilla just cheese and tortillas but the burrito tortillas. Other locations sell them to me no issue as she did. When I got my order it was wrong. I received the chicken avocado quesadilla with salsa which was for my 5yr old daughter. She got upset and argued with me that I didn't order that, they don't sell quesadilla with just cheese. I asked how much is the price for quesadilla with just cheese. $2.50. and chicken avocado quesadilla is $9.19. I seen she was frustrated and asked me to wait. To make it simple I asked if I can get two quesadillas with just cheese then since she over charged me. I asked if my regular tortillas can be cooked not microwaved because they're raw. They cooled one tortilla but gave me back the order and another tortilla was still uncooked. I went back 4 times and waited for my 2nd quesadilla for 15 minutes. She was upset that I went back and told me it was policy not to cook the tortilla only microwave. I Kindly mentioned you did one tortilla why not the 2nd and the chicken avocado quesadilla is well cooked and browned so why not my plain tortilla. Not only that but she was a bit rude not letting me finish my sentence so I asked three times to please let me finish. The tortilla was left on the counter for about 10 minutes. Another employee put on gloves and was ready to brown the tortilla when she told him no. I mentioned to her I understand that you're frustrated, it's busy, a lot of messed up orders but if your policy is not to brown regular tortillas then give me my money back for the other quesadilla that's raw since you cooked one. If it's policy then you should of never did half the job. Other pollo locos have no issue. She did give me a difficult time and I ended up losing money over her behavior/attitude. Honestly I didn't yell or make a big scene it was just conversation where the security seen and just say there as he noticed no big deal. However I did end up leaving all my food there on the table, lost my appetite because I felt like she did something dirty to my food after the discussion. I wish it could of been handled better. Honestly I will not go back to this location due to that type of behavior. Big thank you to the workers in the back though for working hard and dealing with the high attendance of the customers. A refund would of been nice but I'm not sure how to go about it or let me get my meal that I paid for. And to be honest who knows if it really is policy not to cook plain tortillas only...

I had the pleasure of visiting El Pollo Loco recently, and I must say that the experience was exceptional, thanks largely to the outstanding service provided by Gaby and her team. From the moment I walked in, Gaby’s warm and welcoming demeanor created an inviting atmosphere that truly stood out. Her genuine attentiveness and care made me feel valued and appreciated, which is a rare and delightful experience in the world of fast food.

The chicken burrito combo I ordered was a testament to the quality and consistency that El Pollo Loco is known for, but it was Gaby’s remarkable hospitality that turned a simple meal into a memorable experience. Her thoughtful approach to customer service and her ability to connect with guests on a personal level are qualities that make her an asset to the team. It’s clear that Gaby not only leads with professionalism but also with a sincere passion for ensuring every customer leaves with a smile.

In addition to Gaby’s exceptional service, the entire team at El Pollo Loco mirrored her commitment to excellence. The efficiency and friendliness of the staff enhanced the overall dining experience, making it evident that Gaby’s leadership fosters a positive and cohesive work environment. Kudos to Gaby and her team for creating such a standout experience—El Pollo Loco has certainly earned my respect and appreciation through their dedication and genuine care for...

It’s very busy and understaffed so I have sympathy for the workers there, but I ordered online and waited over 30 minutes to be able to ask an employee if my order was ready for pick-up. I was missing my cups and asked for them, but was urged to take the drinks from someone else’s order several times when I kept trying to tell them my order had the “choose your own drink” option with empty cups the customer fills on their own. All of this was something I would have overlooked prior to the upcoming incident because, once again, they are incredibly understaffed and I understand how difficult that is as an ex-food service worker and current retail employee. However, drink dispensers available for customers are filthy and nonfunctional. The horchata dispenser had a huge pool of liquid around it and spews over the counter and your sleeves. The drink had a dirty, metallic taste that somewhat irritated both my and my...