El Pollo Loco — Restaurant in Scottsdale

I frequent this El Pollo Loco by their drive up window. I decided to go inside to provide a real-time experience and see who fixes my food. The employees always wear plastic gloves whenever they make an order. Annalese Fisher is the bright spot at this location

Below is my review after mainly taking advantage of the drive up window:

DRIVEUP WINDOW: This location is fast and very active at getting your food to you. Generally speaking the driveup experince is AWESOME. Here is a suggestion: I have had to often request napkins, yes they often don’t place them in the carry our bag.

INSIDE EXPERIENCE: I ordered a veggie burrito without meat. The shift supervisor adapted without a glitch but charged me for the meat even though I stripped the burrito. I walked into the restroom to wash my hands and the restroom was very clean. The place was empty at 3:34pm on Saturday. Overall, the inside was clean and organized. One of the employee was on their cell and other were standing around waiting for guest to arrive.

Here is some feedback: The lead did not say Hi, welcome to El Pollo Loco nor did she say, thanks, see you next time! (She actually handed me my bag turn her back and walked away) Maybe she was too busy, maybe she forgot. I really did not mind, there are customers who might not get a good vibe about the behavior and not return. The stainless steel is very soiled and needs polishing. The front cooking grill stainless steel has oils runs from chicken fat. I did wonder if it was cleaned but it might be offensive to others who might think the place is soiled. The floors had mopping streaks due to a residue on the floor. It’s possible to remove with rinsing out the mop and changing out the water in the bucket.

The above 3 items are fixable and I still would recommend eating here to anyone, overall it’s clean and the staff are willing to serve your...

At 3:15 pm. I went to the counter because the drive-in was extremely busy. The inside of the restaurant was empty. I was the only one waiting for service. After close to 3 minutes or so of standing there the girl grilling the chicken said we'll be with you in a moment. There were at least from what I could see four staff working behind the counter. I waited another 8 minutes basically out of consideration and then I began counting down slowly from 5 4 3 2 1....and left. I might give the place another chance only because I like El Pollo Loco. If I experience that type of customer service again or lack thereof I won't be returning. this could be why many of them are going out of business it's unfortunate because the food is really good but the service on the other hand needs...

I don’t take time to review much but this place deserves recognition. I will get exceptional service and the food is always super fresh. Literally steam floating off the plate type fresh. Super fair prices too. I get a chicken bean rice and cheese combo meal which comes with a drink and chips for $6.99. Today was different because they were extremely busy during lunch but I still got exceptional service and super fresh food. I normally only see 4 or 5 workers but it seems the know their roles perfectly. Furthermore I’d like to mention the manager, he provides exceptional customer service. I see it in his interaction with all his customers. This might be one of the best fast food places I have ever been too. Really hope they keep up the great work. See yall tomorrow...