Monday 4/29/24 Dinner at El Pollo Loco in Brea. I’ve ordered the new Shrimp & Chicken tostada. The shrimps were good.The service staff was unhelpful when ordering and couldn’t answer questions on pricing to make it a combo. He referred me to use the kiosk to order and check pricing.The cilantro dressing isn’t enough for the tostada so I’ve asked for one more and was informed that it would cost an additional 60 cents. I’ve spent $15.50 on my meal already. With this amount there are many restaurants that serve better foods and provide better customer service. The horchata drink machine ran out so I couldn’t get the drink I came for.The restaurant was cleaned, well lit and played nice music.The customer service was lacking and the cost of foods were high.I would not come back to this El Pollo Loco in Brea until they train their employees to better serve their customers.David YoungRestaurant Enthusiast
Atmosphere: 5
Food: 3
Service: 1
Luis Munet
My wife and I have been wanting to give this el polo Loco a try again since our last experience was not a good one ( dry overcooked chicken ) I guess somethings never change. Chicken was extremely dry and burnt on outer corner. I guess I will have to continue to drive down to the el polo Loco on Anaheim and ball road. They know how to cook chicken.
Atmosphere: 3
Food: 1
Service: 3
Keila Escalante
Food is alright, service is bad.
Atmosphere: 2
Food: 3
Service: 1
Nick Ryan
Would be great if they could get the orders right. Asked for no bean. Got bean's. Third time in a row.
Atmosphere: 3
Food: 2
Service: 3
Deisy Benitez
Amazing service
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chipotle Chicken Avocado Burrito, Original Pollo Bowl Combo
Karina Montano
Drive thru has great service fast and friendly!!Every time I go for lunch I guess you can say I’m a regular and recognize me they know what I get and that’s great cause it’s fast and ready for me to go eat and enjoy my lunch ??
Atmosphere: 5
Food: 5
Service: 5
Ed West Radio
Good customer service and the place is
Atmosphere: 5
Food: 4
Service: 5
Alex Ospina Perez
I wanted to test if it's the food, especially the chicken and the cheese pasta, that hurts me. It's the 2nd time that I eat the same thing and it hurts me and I go to other places and it doesn't hurt me.
Atmosphere: 2
Food: 2
Service: 2
Dennis Sohn
Nothing comes from the heart. Employees act as if we owe them. We don't owe them. Tis' 50/50 that makes thing happen. We asked for five plates. Employee only gave 3. Learn how to count. Also, don't act entitled.
Atmosphere: 1
Food: 1
Service: 1
Alejandro Meza
The truth is, the worst chicken I have ever bought, I wanted a chicken from Mexico and it really has a lot to be desired, the corn tortillas are the worst and the Walmart tortillas are all ugly. TERRIBLE
Wow! I haven't had a great experience like today at an EPL in a long time! Came in today (Thursday Dinner) and ordered some burritos and a family meal for the family. It seemed to be their busy hour but the employees seemed very in control and attentive to every order and guest!! After I quickly received my order, about 10 minutes after sitting down and eating, the manager Arturo came around and asked how the food was tasting and asked if we needed anything else and offered to take any trash we had! This location is amazing keep it up!!
Ashley B.
Came in earlier today, food was fresh and tasted amazinggg! I always love coming back to this location because the service is not only quick but they always ensure I have everything I need. The employees do a great job at recommending yummy new things on the menu, which is always a plus. The managers also create a lovely ambiance by decorating the store for the holidays throughout the year. Overall 10/10 experience every time.
Amanda U.
This place deserves 0 stars. getting worse and worse. Service is not only terrible but every time I go I either get my order wrong, my chicken burnt or they run out of chicken or the different side orders. Last time going through the drive thru at 7:30 pm. I wanted to order the $24 family meal and 2 chicken tostada salads, they had no rice, corn or mashed potatoes. The family meal has 3 side orders, they only gave me beans and veggies, Juliana the employee at the window did not apologize and said that the person ordering the food didn't order enough. I got no tortillas, no salsa and when I asked if we could have additional chicken as replacement , Juliana just looked at me and said nothing. We got charged the total amount and she seemed like she didn't care at all. I will be contacting the corporate office because I couldn't believe that a fast food restaurant at 7:30 pm would not have enough food and inept and unprofessional employees like Juliana and the person in charge of ordering the food. The mgr needs to be replaced.
Tarah M.
We asked to add extra cheese. There was no cheese at all and the bowl is disgusting. Looks just thrown around. Chicken is dry and doesn't taste right. Yuck
Jenny C.
In all honesty, I wouldn't even rate them a one star. Placed an online order on Christmas Eve around 3:50 pm, keeping in mind they closed at 6:00pm, I selected to pick up my order at 5:00pm. I received a call at 4:51pm from someone stating to be the manager and was calling me to in form me that they were unable to fulfill my order. I asked, why was it that they waited to call me 10 mini before my pickup time and her response was that the system has a late notification. No empathy what so ever, especially due to the circumstances. Manager informed me that she would reach out to corporate so i may receive a refund. As I looked at my app and the status of my order, it actually read completed, picked up... which was false. I strongly believe that they were not being truthful and there were other reasons, nonetheless I contacted corporate and requested a refund myself. As someone that has worked in customer service for more than 20 years, this situation was poorly handled by this location and it definitely reflects in the reviews.
Monday 4/29/24 Dinner at El Pollo Loco in Brea. I’ve ordered the new Shrimp & Chicken tostada. The shrimps were good.The service staff was unhelpful when ordering and couldn’t answer questions on pricing to make it a combo. He referred me to use the kiosk to order and check pricing.The cilantro dressing isn’t enough for the tostada so I’ve asked for one more and was informed that it would cost an additional 60 cents. I’ve spent $15.50 on my meal already. With this amount there are many restaurants that serve better foods and provide better customer service. The horchata drink machine ran out so I couldn’t get the drink I came for.The restaurant was cleaned, well lit and played nice music.The customer service was lacking and the cost of foods were high.I would not come back to this El Pollo Loco in Brea until they train their employees to better serve their customers.David YoungRestaurant Enthusiast
Atmosphere: 5
Food: 3
Service: 1
My wife and I have been wanting to give this el polo Loco a try again since our last experience was not a good one ( dry overcooked chicken ) I guess somethings never change. Chicken was extremely dry and burnt on outer corner. I guess I will have to continue to drive down to the el polo Loco on Anaheim and ball road. They know how to cook chicken.
Atmosphere: 3
Food: 1
Service: 3
Food is alright, service is bad.
Atmosphere: 2
Food: 3
Service: 1
Would be great if they could get the orders right. Asked for no bean. Got bean's. Third time in a row.
Atmosphere: 3
Food: 2
Service: 3
Amazing service
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chipotle Chicken Avocado Burrito, Original Pollo Bowl Combo
Drive thru has great service fast and friendly!!Every time I go for lunch I guess you can say I’m a regular and recognize me they know what I get and that’s great cause it’s fast and ready for me to go eat and enjoy my lunch ??
Atmosphere: 5
Food: 5
Service: 5
Good customer service and the place is
Atmosphere: 5
Food: 4
Service: 5
I wanted to test if it's the food, especially the chicken and the cheese pasta, that hurts me. It's the 2nd time that I eat the same thing and it hurts me and I go to other places and it doesn't hurt me.
Atmosphere: 2
Food: 2
Service: 2
Nothing comes from the heart. Employees act as if we owe them. We don't owe them. Tis' 50/50 that makes thing happen. We asked for five plates. Employee only gave 3. Learn how to count. Also, don't act entitled.
Atmosphere: 1
Food: 1
Service: 1
The truth is, the worst chicken I have ever bought, I wanted a chicken from Mexico and it really has a lot to be desired, the corn tortillas are the worst and the Walmart tortillas are all ugly. TERRIBLE
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
Wow! I haven't had a great experience like today at an EPL in a long time! Came in today (Thursday Dinner) and ordered some burritos and a family meal for the family. It seemed to be their busy hour but the employees seemed very in control and attentive to every order and guest!! After I quickly received my order, about 10 minutes after sitting down and eating, the manager Arturo came around and asked how the food was tasting and asked if we needed anything else and offered to take any trash we had! This location is amazing keep it up!!
Came in earlier today, food was fresh and tasted amazinggg! I always love coming back to this location because the service is not only quick but they always ensure I have everything I need. The employees do a great job at recommending yummy new things on the menu, which is always a plus. The managers also create a lovely ambiance by decorating the store for the holidays throughout the year. Overall 10/10 experience every time.
This place deserves 0 stars. getting worse and worse. Service is not only terrible but every time I go I either get my order wrong, my chicken burnt or they run out of chicken or the different side orders. Last time going through the drive thru at 7:30 pm. I wanted to order the $24 family meal and 2 chicken tostada salads, they had no rice, corn or mashed potatoes. The family meal has 3 side orders, they only gave me beans and veggies, Juliana the employee at the window did not apologize and said that the person ordering the food didn't order enough. I got no tortillas, no salsa and when I asked if we could have additional chicken as replacement , Juliana just looked at me and said nothing. We got charged the total amount and she seemed like she didn't care at all. I will be contacting the corporate office because I couldn't believe that a fast food restaurant at 7:30 pm would not have enough food and inept and unprofessional employees like Juliana and the person in charge of ordering the food. The mgr needs to be replaced.
We asked to add extra cheese. There was no cheese at all and the bowl is disgusting. Looks just thrown around. Chicken is dry and doesn't taste right. Yuck
In all honesty, I wouldn't even rate them a one star. Placed an online order on Christmas Eve around 3:50 pm, keeping in mind they closed at 6:00pm, I selected to pick up my order at 5:00pm. I received a call at 4:51pm from someone stating to be the manager and was calling me to in form me that they were unable to fulfill my order. I asked, why was it that they waited to call me 10 mini before my pickup time and her response was that the system has a late notification. No empathy what so ever, especially due to the circumstances. Manager informed me that she would reach out to corporate so i may receive a refund. As I looked at my app and the status of my order, it actually read completed, picked up... which was false. I strongly believe that they were not being truthful and there were other reasons, nonetheless I contacted corporate and requested a refund myself. As someone that has worked in customer service for more than 20 years, this situation was poorly handled by this location and it definitely reflects in the reviews.