El Pollo Loco — Restaurant in Montclair

Customer service is usually nice, though they sure like to give you a hassle if you have any issues. It also gets very annoying when they try to upsell at every corner of my order, though I understand they're unfortunately required to.

Food is pretty good. Sometimes I get slightly stale tortillas or rice, but I don't mind this part much.

So, why am I giving a 1 star? Lets begin with one time where my food came with some grey blotches on it. I took it back to have them remake it, but for some reason they rejected my request and said that's normal and safe to eat while not elaborating what that is. I almost lost my patience trying to get it either refunded or get another made.

I come back about a year later to order some mac and cheese with some burritos. There was the usual upselling, which I understand they are required to do. Whatever. When I got to a spot to eat I found the mac and cheese spilled all over my burritos. Unfortunately I didn't have enough time to go back and point this out to them, so I had a very messy dinner with probably some melted plastic from the bag it came with.

Here's one more mishap: I ordered 2 burritos with no guacamole since my girlfriend and I are allergic to avocados. What do I find in one burrito? You guessed it. Guac. We aren't deathly allergic but it's very annoying having your throat swell up a bit when you're eating a delicious burrito. I go back and ask to get it remade only to be told I can just scrape the guac off myself. I had to tell them I am allergic to it to get it made again.

At least when McDonalds screws up they just add pickles or onions (or overcook your burger). When this place screws up it's really bad. Good food when they...

Worst El pollo loco ever. I went here on my lunch for work I asked for a two piece combo and asked for breast and wing I was never given a breast or wing but I was given two wings instead I told her I wanted coke as well she kept telling me if I wanted sprite I said no around 3 times and repeat myself in a nice manner, I have worked fast food and retail and know customs are crazy at times so I make sure to never act like that towards a worker. I asked for chips with red salsa and she asked with I want gac I told her no then she said “so you want chips and gac” and I said “no I am sorry I can’t have gac I am allergic to avocado” she asked me again if I wanted gac and I told her again I didn’t want it because I am severely allergic to it and I will end up in the er and suffocate. I am highly disappointed and It would make it better if they could remake my order but I can’t go back as I have to clock in right now in 2 minutes. I opened my bag with chips and I only have the green avocado sauce , what was the point in saying I am severely allergic and wanted only red sauce to have this worker give me green avocado sauce. If I didn’t check and took it for granted that it had no avocado and ended up in the er that would have been a major lawsuit. I opened the container to smell if it had avocado and now my chest is very tight and I feel short of breath. I have allergies to many stuff even medicines allergies isn’t something to play with. I called the store manager to tell them and explain my frustration and I can’t get ahold of a manager only one of...

My husband and I have been frequenting this particular El pollo loco restaurant over others in the area for years now because of their great food and great service. I have seen the staff come and go but the people that work there have always remained friendly and with customer service at the for front of your experience. Today I was very much reassured of the reason I choose this restaurant over the others in which I have had bad experiences. I have been made aware of the difference between corporate owned and franchisee 🙄 and corporate seems to be managed a lot better. Well yesterday I had purchased a fiesta family meal online and went to pick up from the store. When I got home the gravy had spilled over everything. Melissa the store manager was very sympathetic, compassionate and understanding about me having to return to store for an unfortunate situation which could have damaged my opinion of this restaurant and ruined my experiences now and going forward. Thank you Melissa for maintaining your brand and I hope that you, ur crew, and the rest of the employees at that restaurant have a very...