El Pollo Loco — Restaurant in South Pasadena

As the quality of El Pollo Loco can vary so greatly from place to place (kind of surprising as it is a chain, and we're only talking about making chicken really) I'll first say the the food quality isn't too bad and the main reason the family turns to them for the occasional dinner.

But... If you're getting the food to go (which we always do) this place NEVER fails to frustrate by finding a way to forget some item or more directly get the order wrong. Again, surprising when you consider the lack of breadth in the menu options.

They appear to be aware of their tendency for omission as they now call you up and show you each thing they put in the bag (wasn't always the case) but unless you are truly on your game, you may not notice they didn't offer you a dressing for the salad you just purchased, or the contents of that burrito you just bought doesn't contain any chicken.

So before you walk out that door, read your receipt closely, take inventory of all that is expected in your bag, and PERHAPS unwrap that burrito... Or, have dressing at home, and be cool with a burrito surprise (as long as it is a surprise of Omission).

Oh, and lastly, if you call in to inform, and they say, "Just mention my name when you next return, I'm the Mgr, and tell them your name and we'll take care of you", don't bother trying unless you enjoy embarrassment as they say they have no idea what your taking about.

Just come for the chicken....

So, my experience here was average based on customer service by the cashier that assisted me the day i came in. I was unaware that you get 1 salsa cup for each piece of chicken you order as I've gone to other El Pollo Loco Restaurants to order food and only get like 6 salsa cups with a 16pc meal which for me is more than enough. Unfortunately the cashier refused to give me less salsa which was a total waste as most of it went to the garbage when i got home and only kept what i really needed. I was also unaware that they had a Red Type hot sauce here and had a difficulty exchanging 2 of the Guacamole containers for 2 of the red hot sauce. Ive never experienced that before at any pollo loco restaurant before. That red hot sauce is definitely not the Chipotle sauce they used to give. So it wasn't as tasty and it was more spicy than anything else.

Anyways much improvement is needed here when it comes to customer service, obviously i wont be returning here and will stick to Alhambra and Highland park as my choice when buying grilled chicken.

Well, thats it for my review of this restaurant. So again, this whole experience was based on confusion of the amount of salsas you get for every piece of chicken you apparently buy and the salsa exchange that they themselves put in a bag before...

I ordered your 22 pieces for $39.00 dollars and some cents.I ask the cashier, He’s on his 20’s if I can buy a large Pico de Gallo for any price so that I can have a big size to serve for dinner that I’m taking to my friends house ,but Instead he keeps insisting to sell me the regular container that goes with the order if I want extra.He was very argumentative with me that they don’t sell Pico de Gallo in the size that I want. I live in Valencia that happens to take something for dinner to my friends house in Pasadena. I decided to buy it in your location so that it will be nice,crispy and hot.I offered to pay whatever the price of the large container.He never acknowledge my request as a CUSTOMER. I left your store very unsatisfied and angry. He needs to have a better customer service training that having a successful business is having a best Customer Service. I want to give a Shout Out to my El POLLO LOCO Location in STEVENSON RANCH for always having a Best Customer Service.They always ask if everything is ok and what else I needed before giving me the total of my order. I hope that who ever check me out in your location can get more training how to please a customer in order to keep your customer become loyal. Thank you!...