El Pollo Loco

Warning: DO NOT TAKE A LUNCH BREAK HERE. Took 20+ minutes to produce nothing but a refund for an online order and then all of a sudden wanted to act like the order exists so it was a priority last minute. I just get a refund nowadays, calling corporate doesn’t make things work any quicker in the moment. Once these stores start shutting then people will realize how much they appreciated the opportunity to work in this country’s food service industry. The argumentative approach and attitude when a receipt is purchased and the outrage experienced from management when a refund is requested was not acceptable by any means. Won’t be coming back.

Atmosphere: 1

Food: 1

Service: 1

Great customer service team

Atmosphere: 5

Food: 5

Service: 5

I’m really disappointed with my experience ordering from El Pollo Loco Catering. I placed my order directly through their website, expecting it to be handled by their team — not outsourced to DoorDash. If I wanted to use a third-party service, I would have, but I trusted El Pollo Loco to manage their own catering deliveries.

Unfortunately, that trust was misplaced. The DoorDash driver ignored my calls, answered only once, and completely failed to follow the delivery instructions I provided. He dropped the food off at a residential address instead of our office, and no one there had any idea what was going on. I had to walk almost a mile from my office to pick up.

What made this situation worse was how both companies handled it afterward. DoorDash refused to take any responsibility, and El Pollo Loco wouldn’t help because “it was a DoorDash delivery” — even though I ordered directly from their site. That’s not acceptable.

My whole experience was ruined because of this handoff to DoorDash. I expected professionalism and reliability from El Pollo Loco’s catering service, but instead I was left with no refund and no accountability from anyone involved.

Atmosphere: 4

Food: 5

Service: 3

The BBQ chicken is so good. Option for corn tortillas, heck yeah!

Atmosphere: 3

Food: 5

Service: 5

Best part of my meal was the free parking.

I ordered the Queso Crunch Chicken Burrito.

What I received was lots of rice, no crunch (unless you count the edge cuts chicken debris). The other bits of chicken were a soggy salt bomb.

The little cups of salsa behind the counter are only half filled (another solid shrinkflation move).

Gross all around.

Atmosphere: 3

Food: 1

Service: 4

Before you go there, be aware this El Pollo Loco charges noticeably higher prices than other locations, even though the food and sides are exactly the same. Customers shouldn’t have to pay extra just because of the location — this is West Hollywood, not Beverly Hills. Management should compare their menu prices with other El Pollo Loco restaurants and bring them in line. Until then, expect to pay more here than you would elsewhere.

Atmosphere: 3

Food: 3

Service: 3

Easy parking, clean and good atmosphere!

Atmosphere: 5

Food: 5

Service: 5

The food was amazing so it was the staff very clean. Location appreciate great customer service the people working today on Sunday, August. 24th great job I definitely be back.

Atmosphere: 5

Food: 5

Service: 5

Food was absolutely delicious! Very tasty! Very happy with the service thank you 🙏🏼

Atmosphere: 5

Food: 5

Service: 5

I didn’t really love my experience here. Had to use the restroom and asked if I could use theirs and they said I needed to order there. I told them I had been holding it for an hour and they still wouldn’t let me use it. Service here needs to be improved when it comes to these situations.

Atmosphere: 3

Food: 3

Service: 1

I came in and I was noticed immediately by the employees. I was greeted and helped. My quesadilla was good but I forgot it had pico which I forgot to tell the cashier. It was my bad; though, still delicious. Good size! The use the restrooms and all clean. Floors and tables clean. Lots of choices to seat. I’ll make this my new Pollo Loco to go to. Thank you for the attention to this matter. I love this place plays music, it makes me enjoy more.

Atmosphere: 5

Food: 5

Service: 5

Thank you David for my new driveway and front yard!!!!

Nice place and very good customer services. Service was fast and the personal very kind.

Atmosphere: 5

Food: 5

Service: 5

David and his team are awesome The place is always clean, managed well, and runs smoothly. The staff is friendly and always in a good mood, and the food is consistently fresh and delicious. Big thanks to David for creating such a great experience every time.

Atmosphere: 5

Food: 5

Service: 5

I always love Pollo Locco. They don’t have the dollar menu anymore. I used to love to come here and get they used to have something for a dollar but I don’t have it anymore anyway and also I used to ask for the chicken to be extra cooked for some reason because it’s grilled I want a lot of fire on it. Thank you this was George 100 million views on Google maps and I love Pollo Locco.

Atmosphere: 5

Food: 5

Service: 5