The food was fresh and well-prepared, reflecting a strong commitment to quality. The restaurant was exceptionally clean and well-maintained, creating a pleasant and welcoming atmosphere. The staff were professional, respectful, and attentive throughout the visit, ensuring prompt service and a positive overall dining experience. Their courteous demeanor and attention to detail contributed greatly to an enjoyable and satisfying visit.
Atmosphere: 5
Food: 5
Service: 5
Felix Gutierrez
Nice service
A M
Update 1/15/26: I decided to visit this location again after being contacted by El Pollo Loco corporate, who addressed the issue head-on and provided a monetary credit, which I appreciated. More importantly, it’s clear they followed through by communicating with the location as today’s order which included churros, was great. The churros were prepared the way I remember when I first started buying them. The entire staff was welcoming and professional, and I felt valued as a customer. I wanted to acknowledge and thank them for taking the feedback seriously and putting it into action. Will definitely be back.
I’m disappointed with my recent visit to this location on 12/27. This restaurant is farther from my home, but I usually enjoy the food and service enough to make the trip. Unfortunately, during my last three visits, I’ve ordered churros and each time they were over-fried and missing the cinnamon sugar coating.
On 12/27, I mentioned this issue when placing my order and specifically asked that cinnamon sugar be added. The employee who took my order assured me she would personally take care of it. When I got home, I found that the churros were once again missing the coating.
I called the store and spoke with the assistant manager on duty, who offered a full refund or a meal replacement. I told her I only wanted a refund for the churros, as everything else in the order was correct. She said she would process it, but nothing has been done so far. I’ve tried calling back to follow up, but no one answers and the voicemail box is full.
I usually don’t make a big deal over things of this nature because things happen, but experiencing the same issue three times and then being unable to resolve it afterward is frustrating and not acceptable. With the cost of everything continuing to go up, every hard-earned dollar matters, and it’s unfair when the quality and accuracy of the order do not reflect the price paid.
Atmosphere: 5
Food: 5
Service: 5
Steve Ski
Good deal, tasty food.
Atmosphere: 4
Food: 5
Service: 5
Dalia Romano
Food is very fresh and the service was super excellent!
Atmosphere: 5
Food: 5
Service: 5
eternity
Great service Thank you
Atmosphere: 4
Food: 3
Service: 4
Juan John Legarreta (JLeg)
Excellent customer service and very professional thank you so Anna
Atmosphere: 5
Food: 5
Service: 5
Trail Heads
Service: 10/10 The people are so nice here
Cleanliness: 10/10 Very clean, no issues here
Staff: 10/10 They're very nice, and courteous. Hardworking and I'm not even mad that the gave me a wrong side dish.
Atmosphere: 7/10 Its not bad, just normal fast food setup
Busy: 6/10 Wasn't too busy, but they need 1 or 2 more staff to help because the ones who were there, were doing too much
Value: 8/10 Reasonably priced
Overall: 10/10 I definitely recommend this place
Atmosphere: 3
Food: 5
Service: 5
BEVO R
The food was great and the staff were all great... SAFE TRAVELS TO ALL!!!
I rarely leave reviews, but this experience was beyond unacceptable and dangerous. On October 9, 2025, around 4:59 PM CST, I visited the El Pollo Loco in Irving, TX regarding a food order that was completely ruined and contained ingredients I am allergic to.
From the moment the issue arose, I was met with hostile, aggressive, and threatening behavior from a female employee. She called me derogatory Spanish terms (“puta” and “volto”), started taking photos of me without consent, and followed me outside while continuing to harass and intimidate me. This was not only harassment — it put my personal safety at risk, and my family is genuinely concerned for me after witnessing the aftermath.
Despite her manager approving a replacement order, she escalated the situation unnecessarily, ignored professional conduct, and created an environment where I felt unsafe. Attempts to engage calmly with her were met with aggression, threats, and verbal abuse. This is one of the worst experiences I have ever had at any establishment, and her actions are dangerous, unprofessional, and unacceptable.
Additional concerns: • The food served had allergens, which could have caused a serious health issue. • Her behavior reflects discrimination, poor training, and a lack of accountability. • No other employees intervened, leaving me to face this threatening behavior alone.
I strongly urge corporate leadership and management to take immediate action: 1. Terminate this employee — she is a danger to customers and creates a hostile environment. 2. Review training, supervision, and safety protocols at this location. 3. Ensure no other customer faces harassment or threats in the future.
This review serves as a warning to anyone visiting this location — be cautious. Corporate must act swiftly to ensure the safety and dignity of their patrons.
Atmosphere: 1
Food: 1
Service: 1
Luke Johnson
Great place
Atmosphere: 5
Food: 5
Service: 5
Sean Silvas
The food is bland fast food type stuff . I would never go here on my own but my partner likes it so we went.
Atmosphere: 3
Food: 3
Service: 4
Being Fair
This location is top notch. The food was soooo fresh,, it definitely is as good as my other favorite location on beltline, if not better.....they both are great locations and establishment. You can trust to get a fresh delicious meal here that will keep you coming back. A blessed meal and happy heart, thank you for the wonderful experience.
Food is always hot and delicious.
Atmosphere: 5
Food: 5
Service: 5
The food was fresh and well-prepared, reflecting a strong commitment to quality. The restaurant was exceptionally clean and well-maintained, creating a pleasant and welcoming atmosphere. The staff were professional, respectful, and attentive throughout the visit, ensuring prompt service and a positive overall dining experience. Their courteous demeanor and attention to detail contributed greatly to an enjoyable and satisfying visit.
Atmosphere: 5
Food: 5
Service: 5
Nice service
Update 1/15/26: I decided to visit this location again after being contacted by El Pollo Loco corporate, who addressed the issue head-on and provided a monetary credit, which I appreciated. More importantly, it’s clear they followed through by communicating with the location as today’s order which included churros, was great. The churros were prepared the way I remember when I first started buying them. The entire staff was welcoming and professional, and I felt valued as a customer. I wanted to acknowledge and thank them for taking the feedback seriously and putting it into action. Will definitely be back.
I’m disappointed with my recent visit to this location on 12/27. This restaurant is farther from my home, but I usually enjoy the food and service enough to make the trip. Unfortunately, during my last three visits, I’ve ordered churros and each time they were over-fried and missing the cinnamon sugar coating.
On 12/27, I mentioned this issue when placing my order and specifically asked that cinnamon sugar be added. The employee who took my order assured me she would personally take care of it. When I got home, I found that the churros were once again missing the coating.
I called the store and spoke with the assistant manager on duty, who offered a full refund or a meal replacement. I told her I only wanted a refund for the churros, as everything else in the order was correct. She said she would process it, but nothing has been done so far. I’ve tried calling back to follow up, but no one answers and the voicemail box is full.
I usually don’t make a big deal over things of this nature because things happen, but experiencing the same issue three times and then being unable to resolve it afterward is frustrating and not acceptable. With the cost of everything continuing to go up, every hard-earned dollar matters, and it’s unfair when the quality and accuracy of the order do not reflect the price paid.
Atmosphere: 5
Food: 5
Service: 5
Good deal, tasty food.
Atmosphere: 4
Food: 5
Service: 5
Food is very fresh and the service was super excellent!
Atmosphere: 5
Food: 5
Service: 5
Great service Thank you
Atmosphere: 4
Food: 3
Service: 4
Excellent customer service and very professional thank you so Anna
Atmosphere: 5
Food: 5
Service: 5
Service: 10/10
The people are so nice here
Cleanliness: 10/10
Very clean, no issues here
Staff: 10/10
They're very nice, and courteous. Hardworking and I'm not even mad that the gave me a wrong side dish.
Atmosphere: 7/10
Its not bad, just normal fast food setup
Busy: 6/10
Wasn't too busy, but they need 1 or 2 more staff to help because the ones who were there, were doing too much
Value: 8/10
Reasonably priced
Overall: 10/10
I definitely recommend this place
Atmosphere: 3
Food: 5
Service: 5
The food was great and the staff were all great... SAFE TRAVELS TO ALL!!!
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
I rarely leave reviews, but this experience was beyond unacceptable and dangerous. On October 9, 2025, around 4:59 PM CST, I visited the El Pollo Loco in Irving, TX regarding a food order that was completely ruined and contained ingredients I am allergic to.
From the moment the issue arose, I was met with hostile, aggressive, and threatening behavior from a female employee. She called me derogatory Spanish terms (“puta” and “volto”), started taking photos of me without consent, and followed me outside while continuing to harass and intimidate me. This was not only harassment — it put my personal safety at risk, and my family is genuinely concerned for me after witnessing the aftermath.
Despite her manager approving a replacement order, she escalated the situation unnecessarily, ignored professional conduct, and created an environment where I felt unsafe. Attempts to engage calmly with her were met with aggression, threats, and verbal abuse. This is one of the worst experiences I have ever had at any establishment, and her actions are dangerous, unprofessional, and unacceptable.
Additional concerns:
• The food served had allergens, which could have caused a serious health issue.
• Her behavior reflects discrimination, poor training, and a lack of accountability.
• No other employees intervened, leaving me to face this threatening behavior alone.
I strongly urge corporate leadership and management to take immediate action:
1. Terminate this employee — she is a danger to customers and creates a hostile environment.
2. Review training, supervision, and safety protocols at this location.
3. Ensure no other customer faces harassment or threats in the future.
This review serves as a warning to anyone visiting this location — be cautious. Corporate must act swiftly to ensure the safety and dignity of their patrons.
Atmosphere: 1
Food: 1
Service: 1
Great place
Atmosphere: 5
Food: 5
Service: 5
The food is bland fast food type stuff . I would never go here on my own but my partner likes it so we went.
Atmosphere: 3
Food: 3
Service: 4
This location is top notch. The food was soooo fresh,, it definitely is as good as my other favorite location on beltline, if not better.....they both are great locations and establishment. You can trust to get a fresh delicious meal here that will keep you coming back. A blessed meal and happy heart, thank you for the wonderful experience.
Atmosphere: 5
Food: 5
Service: 5
Chicken breast tasted kind of weird.
Atmosphere: 4
Food: 3
Service: 4
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