El Pollo Loco — Restaurant in Montebello

Idk why it is but everytime I go there they seem to not be able to get it right.

I went a month ago to get a 8 pc family meal for my mom and I and the cashier began to upsale and push the 12 pc. I went along with it and paid more for the 12 pc but when I get home I realize they only gave me 8 pieces. Hold it because it doesn't end there.

Yesterday I came from the theaters to get food there and I go in to order 24 pieces of chicken with 6 side orders (3 bean and 3 rice). This was to celebrate my gf's brother's birthday with the family. I had even invited my little brother over. When i get home we come to the realization that I had been given 5 beans and only 1 rice. As a result, some of us had to watch as only a few of us were able to eat the rice which is what the entire family was excited foe the most and since I was placed in charge of getting the food I looked like a failure thanks to the poor customer service provided at this store.

I wish I could stop here but there's still one last failure to speak of about this place.

Yesterday my little brother had ordered their simplest burrito online along with 4 churros so he may eat on the road. When he sees his app 15 minutes later they let him know it was ready. When he wants to retrieve it the burrito isn't there. Then the app lets him know it was delivered successfully. We manage to get one of the employees' attention and try to have this cleared up. It takes them another 20 minutes to get a simple order of their easiest to prep burrito and 4 churros as everyone else who made the line 20 minutes after we had already ordered leave happily with their food. I've never felt so disrespected at any restaurant and I've been to shady areas to eat at before. What an...

Lunch Review:

Service is either awful or decent. Generally clean from my many visits. Indoor dining available. My food has been delicious.

My most recent visit last week was to get an avocado chicken burrito, it was delicious with the salsa...the only problem was that when I ate half of it, I realized that I had not found any chicken yet; I figured they must have packed all the chicken to one side of the burrito, it happens sometimes. I get to the bottom of the burrito with the last 2 bites and I didn't find any chicken yet!!!! That's literally the only meat you serve on the menu in the restaurant!!!!!

How did a worker negligently forget the main ingredient that is in nearly EVERY main entree item on the menu?! Lol

2 customers behind me, each orders a meal or 2 of food...how do they manage to get their trays of food before my single burrito?!?! And I had to wait what fel like 3 times as long as them to get their food....

I love pollo loco but every time I visit this location it’s always a bad experience. This place is always filthy, the tables are always dirty and trash on the floor, the customers service is not good. I used the the coupon from the pollo loco app to get $2 off the classic tostada salad full price and when I got my tostada salad they gave me small portions and when I question the lady she said that that’s how it comes with the coupon in smaller portions and every time I use that same coupon I get the full tostada salad as it should be like it says in the coupon. I just went in there today and ordered the classic chicken tostada salad and it looked horrible and they put a small portion of chicken. I also ordered the 2 piece chicken combo and the chicken was so dry and hard not tasty at all. I also asked for the red Spicy salsa and they gave me the tomato salsa so k went back to ask for the red salsa and they gave me the tomato again...