El Pollo Loco — Restaurant in San Bernardino

Went through the drive thru on July 25, 2025 at 9:37pm. I made an order for a salad and 8pc family meal and this is what they gave me. Completely raw chicken! I couldn't even drive back because by the time I would've gotten there they would've been closed. I did call it in the next morning and the manager offered to replace it but that night sucked for us and we had to throw it in the air fryer to finish cooking but it wasn't good. Night shift is a complete mess! They ask you if you want salsas and what kind so they don't end up putting them in the bag and the same thing with the tortillas they asked if I wanted corn, flour or chips. I asked for chips, again they didn't put them in. So I told the cashier ai asked for chips and they are not in here. The cashier said "oh we don't have any." But instead of letting me know and asking me if I wanted corn or flour she chose for me and throws in corn tortillas. Not only that but when at first I got to the window instead of charging me like any normal cashier she says "Yeah? What?" I stared at her like what do you mean what? She didn't even know what she was doing. Terrible, terrible service and whoever is cooking the damn chicken they need to retrain them ASAP or they are going to get...

Went here while I was dashing and was going to take a small break so I ordered some food for my wife and me . Sadly when we parked to eat our food we were missing items causing us to drive all the way back (keep in mind we were the only ones in line and no one inside ) once we arrived to have our order corrected we were rushed as if the gentlemans life depend it on it didn't even let me get a word in but acted as though he heard me once I approached the window he asked again what was the issue(like bro if you had let me speak at the intercom you would know) so I told him our side were incorrect to which he questioned wether I was sure and I said yes I am sure the first time I came you even repeated it back to me 3 times and you still messed up . He said okay and shoved our food at me and I went okay (no biggie) and sat In the parking lot and ate our food and tbh it was great 😃 👍 so I will not lie there . Everything was good just customer service needs work . All in...

Their parking lot actually extends up and around the back of their building. This store's location is set on a very busy part of a very busy street.

I have been a customer of this location for over 10 years. I've checked them on small mistakes, and they have improved - over and over again. The last few times I went in to this Pollo Loco location, I had nothing but a GREAT experience!

Staff was outstanding! Food order delivery time is amazingly quick! Their menu always has new items along with the standard plates and deals. Their chicken, their salsas and salsa bar are top shelf! Come inside the store to enjoy their salsa bar.

As wretched as many parts of San Bernardino may be, this restaurant maintains its dignity and deserves respect! Great food, outstanding and fast service, clean, quiet eating area, clean restrooms, and decent prices.

Me: Two thumbs up! My Chihuahuas:...