El Pollo Loco — Restaurant in Texas

This location has single-handedly ruined any chance of ever walking into another El Pollo Loco ever again!

Businesses which have absolutely no clue about how to offer at least a minimal degree of acceptable customer service, such as this one, is the strongest argument for my ability to review with "NO STARS".

A "NO STARS" review would be appropriate because they offered NO CUSTOMER SERVICE whatsoever!

Walked into this location because the drive-thru line was so long and not moving at all. The vehicles were trapped in line because the lane literally traps vehicles. The narrow lane curb-traps prevent vehicles from turning around, backing out or leaving the drive thru lane. The wait in line was over 45 minutes! (Discovered this only when I walked out after waiting for over 30 minutes.)

Apparently, Friday around 6pm is the wrong time to expect a place that serves chicken to actually be prepared to serve chicken for dinner!

This location was completely unprepared! With 8 people running around behind the counter looking like they "worked" here as employees, we were told if we ordered bone-in chicken, it would be more than 30 minutes because they didn't cook enough!

OK, so we ordered shredded chicken burritos, which we were told should be ready a lot faster. As we waited, we noticed the seating area was nearly half full and none of the other guests had any food at their tables!

I asked how long others had been waiting and they actually laughed out loud. They also complained loudly enough to be heard by other prospective guests who would walk in and, after hearing their complaints, turn right around and walk back out!

As we left, I asked for the manager and was simply told he was in the back cooking and she couldn't get him because they were so far behind.

I was going to offer a little advice, but it was obvious the teenager I was speaking with cared even less about all the other people, along with ourselves, walking out without even a simple courtesy acknowledgement by any of the other 7 employees!

This could have been handled in so many different ways, with hundreds of opportunities to produce a positive experience.

Instead, their total disregard for customer service is now memorialized in our minds and this review stands as a monument of their failure and their complete...

I love EPL, but this is the worst location I've ever been to. Everytime I've come here they always forget something. Which isnt terrible since I always check my bag, except the time they forgot my drinks with my delivery.

This visit did it though. DON'T mess with my cilantro dressing. Ahh that creamy green goodness is a big part of my addiction. I went to the counter for my pickup order. When I asked for extra cilantro dressing she says they're out. I'm devastated, of course, but that's not her fault. I look at the prep table and see a bottle of it they are using. I can SEE the level of sauce in it. I look at my salad and it's on top. She says that was the last of it. I look at the bottle and see there is clearly some in there. I look at her. I look at the bottle. I look at her. I look at the bottle. My mind races to think of reasons a sane person would lie about cilantro dressing. I would lie to my own mother that I was out if it meant giving the last of it away, but this is the source of dressing.. why? Could it be pure laziness? Not wanting to put it in the little plastic container? Surely not! Maybe I was wrong? Maybe my mind sees the dressing like a mirage. I crave it so badly I NEED to see it. The lady offers me other sauces and see a packaged "lite" cilantro dressing. Alas! A savior! I say "two please."

And now I'm enjoying my last pollo bowl from the Grand Parkway location. Which has turned out to be the least grand El Pollo Loco. Of course i have no napkins, no fork, and no other sauces. I await for the return of an...

It’s sad how bad costumer service is in this place every single time I been here with my husband or with my family we order to go orders and they are wrong every single time, the first time we order they didn’t give us tortillas they took forever to attend us in the drive trough and it was just all together a very painful experience then my dad ordered a chicken and they gave him a burnt chicken, last weekend we ordered again simply because we thought it wasn’t possible to mess up an order every single time! But I guess you made it possible! We love The salsas and the corn tortillas are what makes it pollo loco and of course the delicious chicken! Well they messed up the whole order , they didn’t give us tortillas or salsas I’m suprised they actually gave us chicken ( I paid for extra corn tortillas ) they didn’t give me any at all! I say you need to learn from franchises such as chick fil a or Texas road house maybe you will learn some customer service !! I still continue to love the chicken but even then the service ruins it all not putting tortillas and salsas in the orders is a major sin for a pollo loco! Seat back and re think of what you’re doing wrong and fix it so you can be successful .I been going to pollo Loco since I was a kid and it’s my childhood food so for you to ruin that it’s pretty sad. Literally all three times I been to this location here in Richmond it has been bad bad...