El Pollo Loco - Loco Rewards App Reviews

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It’s better than it used to be.. I’m giving the all 3 stars because it is certainly an improvement of what it used to be, but it’s still not comparable to other places apps. It is still somewhat confusing to use and the rewards don’t work. I’ve tried multiple times to add them to my order but each time it says my purchase doesn’t qualify for the reward when I added the item with the exact same description. I used the “contact us” feature to let the company know and I walked step by step through what I did in the app to try to get the rewards that don’t work. I seriously laughed out loud when the response they sent back was a list of instructions of exactly what I just tried. I hope that was an AI or computer with a glitch rather than an actual human that thought that was helpful. Anyway, we love El Pollo Loco but I can’t give the app more than 3 stars. The rewards would be great but their meaningless and incentive-less to the consumer if they can’t be redeemed and no one can help you redeem them.

buggy app, but the fundamental works. Cant redeem deals when ordering via the app. So never got the free chips and guac for opening the app and logging in. The other deals didn't work either. I tried clicking on various and nothing was applicable to my order including the free chips. I was impressed by the location information picking up i was near the store and automatically signaling to bring my food out. That was the major highlight about the app. And thats about the only good thing i can say. I did get my food so i guess at the basic level the app does work.

Poor!. I use to love El Pollo Loco, but after installing the app and joining the rewards I’ve been nothing but disappointment! I received two different emails to take their survey regarding their holiday items for $5 credit each, and never received either credit. Their holiday challenge where you buy 3 holiday items to get the fourth item free, never received. To make matters worse, their location on Harbor Blvd in Costa Mesa, next to the Ikea has the worst customer service ever. And there customer service number is so unhelpful.. they do nothing at all. What would be the point of having a customer service number if they do not actually help the customer. I spend a lot of money with you all, solely based off your promotions and rewards..only to not get what you’re advertising in return. You are ripping off your customers! I am uninstalling this app and you will no longer get my money thanks!

App needs work - add Apple Pay!. In general I’ve used this new version of the app to order and claim rewards successfully, but not as easily as it should be - it needs work! Please add option to pay with Apple Pay! So much easier and faster and MORE SECURE! With app being sluggish to respond to input, entering credit card info becomes a real pain - so much that I had to go through the “Complete Order” process twice, because by the time I got through entering info, the order was rejected, there was not enough time to prepare the order, after ASAP had been selected as the time for it to be ready. Not only that, but in order to try again, the app froze, forcing me to close the app completely and restart. If I was in a hurry or had no patience, I would have given up on the order altogether, meaning a loss of business for you, simply due to the user interface in the app being suboptimal. Apple Pay!

LOVE that I can set a time for pick up!!. I’ve been looking for restaurant apps that have this feature and so happy El Pollo Loco has it! Love the fact I can set what time I wanna pick up my lunch before I go to work and just head there on my lunch and it’s waiting for me!! Saves a lot of my precious break time minutes. You’ll be seeing me a lot more El Pollo Loco. Wish we could use coupons on the app but I get why that’s a problem for them. If they can some how resolve this it would definitely be 5 stars for me.

Messed up app!. This new app is terrible! It may look beautiful but it doesn’t work. It’s really slow to the prompts and the checking out process repeatedly fails. I’ve now added three different credit cards because each time I use one it says it fails. (It’s not my credit cards - I have an over 800 credit score and pay off my cards every month!) On the credit cards app it actually shows up as being charged and then refunded. So it goes through and then cancels out. I go to pick up my food and they have no record of it. The server tries to help and the app freezes then I have to order without using my rewards or discount as they can’t do anything on their end. The servers say this happens ALL the time and they are also frustrated. This has happened to me at least three times and I’m ready to give up on El Pollo Loco. PLEASE FIX THESE GLITCHES!!!

Few Issues. I used to work here. Some locations say closed whenever they are open. When you tell them about it, they just apologize without moving an inch to fix anything. There are constant issues about using in-store codes. They don’t let you scan receipts for rewards, so you lose out on points and they win out a few extra bucks from your pocket. Some locations don’t refrigerate their tortillas when the packaging clearly says to. I found mold on them many times when packing, and the manager just told me to throw the moldy ones out and keep packing from the same box. Ew!

Insanely terrible. You see what REAL developers make, and then you see this and think..... they didnt just get different degrees from different schools... they majored different subjects. You would be terribly surprised how many times I’ve placed an order on the app had my money taken from my bank then showing up to the Pollo loco and it’s closed or somehow missing the one thing they need chicken it’s a very predictable occurrence that’s how common it is and that’s disgusting why wouldn’t you let us know you have a shortage Chick-fil-A app does it? Sometimes the transaction doesn’t even go through which then causes it to erase my card and makes me re-added and God for bid you want to change your location because you have to redo your entire order and now you can save specific orders to be ordered in different locations you can only save specific orders in specific locations because who knows ask the developers

Continually Disappoints. I’ve only successfully completed orders via this app about 40% of the time. I usually abandon and visit another quick service restaurant. Looks like today will be no different! Offers specials and invites users to “Order Now with Offer,” only to lead the user through the full order process and: - Shows no indication of whether/how the offer is being applied - ends with “…location is currently closed or your order cannot be processed, prior to close” at 2:30pm on a Friday! Reattempting order, but specifying pickup instead of curbside allows order to proceed (indicating issue was simply that location does not offer curbside delivery, at this time), yet “Apply Offers” at payment stage errors out, stating “Your selected reward is not valid for this order,” when selecting “Free large drink with purchase of any overstuffed quesadilla” for an order of “Shredded beef avocado quesadilla” — how can a reward worded, as described, not qualify? Why does El Pollo loco hate its customers, so?

As of June 2023 this app is as fire as their chicken!. Huge difference of ease of use from last year: El Apollo’s app is smooooooth as silk, everything super easy to order, lightning fast, too! Love it! My only recommendation is a note space. I always order extra avocado salsa and there is no place to ask in the app except in the delivery notes. So if you could make a space for requests? It would be 6 stars!

App easy to use. Great app for great restaurant! Love El Pollo Loco’s chicken! Actually, everything at El Pollo Loco is good, and fresh, and it’s a healthier option (IMO) than other available fast food. I have to feed 20-25 people for an important account in two days, so I place a catering order on the El Pollo Loco app. So easy! Why? Because the app allowed me to pick the menu from an extensive list of catering items, always a good thing! Then I could enter a pickup or delivery time in the future, in my case, in two days. Another good thing. Not all chain restaurants have this option. And I don’t have to worry about utensils as it’s provided.

I hate this app. I loooove el pollo loco food so I decided to get the app to get points and some deals ! Waist of time some how every time I am home the app works fine then I get near any el pollo loco restaurant and the server can not be found and doesn’t work I’ve attempted to use it at several different restaurant and it always happens. I have many food apps and this one is the only one that’s does it . Not only that I decided to wait to get home to start inputting my recipes and I had a 2 day old recipe and it wouldn’t input it cuz it said it was to old I was soooooo annoyed it’s only 2 days old. I have now deleted the app and won’t probably go to el pollo loco as much because I have other apps that’s get me better deals !!!!!!

It has improved a lot but it needs more.. The app has improved but there is still more that needs to be done, especially in the “delivery” function. It tells you a “when” but that when is a very grey area that has resulted in me missing orders or standing outside for nearly an hour waiting on my meal. A better connection between this app and DoorDash is needed. The only way to track the order is through the website not the app, and the website is laughable at best in terms of tracking. Also a way to tell notes to the delivery people is very much needed.

Love the easy customizable options. I feel like so many restaurants are removing the options to customize your orders. This app makes it easy to take off things like onions, cheese, ect from your meal so you don’t have to pick them out once you receive the item. I know it’s not really a big deal but it’s the little things that I appreciate the most.

Horrible Customer Service and missing items in order. The app itself is fine. Unfortunately the staff don’t support it and were exceptionally rude. She rudely told me I can’t pick up app orders in the drive thru. It would have been faster to just order it the regular way. Next, she abruptly threw the food together and slammed the window, clearly annoyed it was an app order. I waited till she came back and let her know we didn’t receive our drink. When I checked my order , the new fit salad had no dressing. Paid for a double chicken tostado and only got the regular one with no avocado. Also no salsa included. So ended up paying for items not received. Not happy and will not use the app again.

Works well except for coupons. I have been using the app for a few months. Initially it was good. Still is unless you want to apply coupons. If you have a coupon and they advertise that it can be applied, this app is a nightmare. It does not accept any, even mobile generated coupons. Last night it accepted a coupon but the payment would not go through saying coupon is invalid. After I looked at my credit card transactions, they charged and reversed the dozens of times I tried to apply the coupon. How stupid is that!

Love the food, hate the app. App is difficult to use and not intuitive or user friendly. Would benefit from an overall search option (hard to find simple items like extra tortillas) and a ‘go back’ option instead of having to start over. Also difficult to remove multiple items from cart (had to remove one by one instead of all of one item) and difficult to modify items to desired specifications (e.g., wanted to remove one type of salsa and add another in a burrito, but there was no option for replacing, only removing. Options to add items to burrito were limited as well. Check out the Sweet Green app, very easy to substitute items to customize your order.

Unacceptable. I spent my money to receive food. I don’t give away my hard earned money for free. I ordered delivery throughly the app it stated it was going to be ready at a certain time. Once I placed the order I didn’t receive a text or an email so that I’m able to check the progress of my order. You can’t even see it through the app either. An hour passes by and I check the app again to see if there’s a way that I can see the progress of my order. I then see that my order went from “in progress” to “completed”. This is absolutely unacceptable and needs to be fixed. As of now I am waiting for my refund and I will be deleting this app soon after.

App is useless as orders are constantly canceled. I have continually had my orders canceled right before pick up. As in if my 4 orders, only one was not canceled when I got there supposedly due to no having any breasts or wings. Tonight at 7:45 pm, I ordered one & half chickens plus a number of sides to be picked up at 8:30 pm. At 8:27 pm as I was close to the restaurant, I received the message my order was canceled!! Then I was asked if I wanted to re-order which I did. I waited in the parking lot for about 5 minutes before pulling into the drive they. After giving my name, she told me they were out of “mixed” meaning breasts & wings. Interestingly, the order was not canceled by them but left in progress. This has happened twice before. Why aren’t your people reserving the breast & wings for orders or making more? I’m tired of driving all the way to the store only to have my order canceled!!! I don’t even bother or care about points. By the way, I’ve stopped by this El pollo loco and found them out of breasts & wings at 7:30 pm. This is the Monterey & Dinah Shore location in Rancho Mirage, CA.

App needs update. First of all, my family loves ordering from here. However with the integration of external delivery app there is an issue with transferring correct address from the El Pollo Loco app to another delivery company. Here are two issues I've experienced in more than one occasion that would of made it easier for me and the delivery personel. Please update the app with this changes: 1. Add the ability to delete or edit delivery address; in addition to being able to add new addresses. 2. Work on easier transfer of delivery address into the apps of the delivery company picking up food. ( I've had multiple delivery personel going to wrong location. Because address wasn't transfered correctly into their app; really bad experience with eventually both of us getting extremely frustrated)...ie; Postmates and Doordash. Thank you for listening

UX designers need refresher courses. App is aesthetically pleasing and for the most part, works as it should. However, some frustrating things for users: 1. If I choose an offer but then change my mind to use a different offer, I can’t because the original offer is treated as if it was already used when it wasn’t. This is happening with my welcome offers. 2. If I decide to order mobile and want to use an offer/coupon but then change to redeem in-store or vice versa, same issue happens and offer is treated as already used. 3. Scanning offers at the register doesn’t automatically record the entire order for points. I *think* you have to scan separately, but that can be rolled into one to be less confusing. 4. Customization options are extremely limited. Want to add queso dip to your burrito? Better order at the register. You can order a cup of sour cream but you can’t order queso dip. Have to do that at the register. 5. If there is a way to upload a receipt for points, I don’t see it and I’ve looked. Either add it or make it easier to find.

Broken App. Location Data not Accessible.. The standard, “[App] wants to use your location data” iOS pop-up didn’t show up, so I went into settings to manually allow Loco Rewards access to my location...but the options don’t exist like they’re not coded in. I downloaded the app for the first time ever, created an account and signed in. Then a yellow pop-up explaining location data use showed up with a blue “search now” button on it. This button doesn’t work, bc the app doesn’t actually ask for the location data critical for the app to work. This button does blocks all forward progress forever. Delete/Redownload did nothing. So, with a heavy heart, my path to chicken goodness ends in disappointment. 1/5*

Top rating for having an iPad app. Unlike other countless restaurants’ apps, this El Pollo Loco app fills the entire screen on my iPad. Thank you! For someone with severe arthritis, being able to use the fullscreen of my iPad is a welcome relief when I order food online from the comfort of my sofa. I’ll even choose to just order El Pollo Loco over other restaurants because the ordering experience is much better when I can place the order from my iPad, where the app is not merely one of those iPhone apps where it’s stretched (but not widened) to the full size of the iPad screen.

Could have had 5 stars but.... I think the app is convenient and love the whole curbside ordeal but I would expect my order to be correct when receiving my items. And especially since it’s being created by the company itself and not a third party. The receipt was clearly correct but apparently that didn’t matter to the employee telling me I’m wrong when the items were missing and my drinks were not the drinks I even ordered. I still had to go inside and correct my order which is not the point of curbside. I am willing to try again but hope these issues aren't repeated. The only reason I did 3 stars and not 1 is because I like the idea of it with everything going on on the world we need it.

Rate the app, not the restaurants. Some franchises are not always the best representatives of the parent company... that being said, the app works great, like it is supposed to. The app, however, does its job and does it well! When traveling a lot, I’ve found there is not always consistency between physical locations. The app can help make so-so places better (or in some cases where the employees are not as tech savvy as they should be— worse). The app allows me to place orders ahead of time, keep track of spending, earn rewards, get coupons and deals, and see the specials/new items. In my local Restaurant, the only complaint is that they never have enough cilantro. They have integrated the app with their cash registers, orders are ready when I get there, and it’s easy to upload gift cards. Bottom line, the app does what’s supposed to do and it does it well.

Can’t upload points. Time to find new business. I went to get food for my fam Angeles was deciding where to go. Pollo loco or chipotle. I decided which pollo loco because how easy it is to scan your reward from drive thru after you get your receipt. I don’t like the idea of giving my phone to the drive thru personal to scan for rewards or pay as some pollo loco locations do that. So I went to pollo loco dropped about 40$ off food only to find out the new update u can’t upload your purchase anymore for rewards. Had I knows I would have take my business somewhere else. Hate that part of the update. And ur staff at drive thru Arnt that helpful when it comes to questions about how to get the points. Guess chipotle it will be.

No Es Bueno. I have given the app a fair chance, using it several times over weeks. It just doesn’t work. The staff have been given no training and stare at you blankly, every time. In my experience they are on able to give you credit without making you scan the receipt, and the majority of times. I redeemed a $10 credit, and after waiting 20 minutes and asking the entire order was missing. There was no record of it even in the cash register. I decided to use it one last time to redeem a digital coupon for a free entrée. But the app was unwieldy to use at the drive-through window, everybody waiting. I am technically savvy. But the app just wouldn’t work, and staff had no idea how to help me. I ended up just driving away. So I’m deleting the app. Which is unfortunate in an age when apps and digital formats are so important for the success of the company like this.

Awful Delivery service through app. I love this restaurant so I am sad to have to write this. For delivery they use postmates, it does not keep you updated with where your order is and when it accurately arrives making it difficult to use compared to other delivery services. The first time I ordered delivery my order never came, after talking to the manager at el pollo loco for 30 minutes she couldnt give me a refund and the app wouldn’t let me see my order as soon as I got a cancellation email of my order that i never canceled. So i have not yet gotten a refund. Secondly I decided to take a chance and place an order on the app today for delivery and realized I did not want to take the chance after i placed it after seeing the estimated time was close to an hour. so i went to cancel the order on the app and it told me to call the store. When i called the store they didn’t know what i was talking about and said they couldn’t cancel the order so now it’s past the hour and i’m still waiting for the delivery. It doesn’t even say that it’s been picked up yet. If it doesn’t come that will be 40$ down the drain after both orders. Do not order on this app.

Awful. Not only did you guys change the method of redeem points (taking it off the receipt as well) but now I can’t login through Facebook to get my points. I’m so tired of you guys ruining your own customer service experience. You’ve taken nearly every good thing off the menu, robbed me of the money and points I have saved for so long, have severe attitudes when we go to pick up food, take hours to make a meal that should take a few minutes, forget food constantly, and now shut my account out so I can’t even use it… just plain awful. I’m so tired of El Pollo Loco. What a huge waste of money. You guys use to be so good too…

Danny R Dodd. Well this was our first visit, so I haven’t tried the food just yet, but the online order & app were very confusing. I wanted to take advantage of their free chicken bowl offer, I couldn’t find any link to order it, plus I even downloaded their app so I could get reward points, couldn’t find any points that I should have earned from my dinner that I ordered, & their menus are totally confusing, some menus don’t even have the bowls listed at all, they have at least 2 menus that I could see, the menu on line here in Utah do not have the bowls listed, so when I called to place my order, I worried they didn’t make the bowls, but they do, so far as my free bowl it probably wasn’t legitimate. So when we do eat our meal I will do another review, hopefully it’s good

Much Better Mobile App Now. At least now I can figure out what I want to order while I have the time at work and when I’m ready to pick it up I can submit it. It used to be that I would have to redo my order if I didn’t submit it immediately. So much more convenient now! I hated having to redo my order on my way home and take the time to figure out what to order again.

App does not work properly. I added the app to my iPhone 10 because I was given a $100 gift card. Initially when I downloaded the app, the “gift card/pay” icon was at the bottom, along with the other 4 icons (Rewards, News etc). I added the gift card to the app but I didn’t throw the card away. Unbeknownst to me, after using the card only once on the app for a $10 purchase, the gift/pay icon disappeared. I went back to El Pollo on a separate occasion to make a purchase using the gift card downloaded on the app but the icon wasn’t there and unfortunately the employee could not assist me. Thankfully I kept the actual gift card because I would have lost a $90 balance. I immediately deleted the app and added it again but it was still missing the gift/pay icon at the bottom of the app. How can this be fixed or should I just give up and delete the app for good.

Needs better payment options. App overall fine, some small UI tweaks could be made - namely the ordering process is clunky. Hard to get back to fill menu to order more food when you finish a dish. Also needs Apple Pay big time. The stores have it, why can’t the app? If not that then please allow us to auto fill a credit card from iOS. Makes the usage of the app for ordering less attractive. I’d rather go in to the store to just order the food manually which reduces the amount of trips I would potentially make to an EPL store.

Hangry Customer. It was my first time ordering through the app and was expecting the food to get here once it said, 1:47pm. The order was placed at 1:03pm and once the time of arrival had passed I decided to call the store. An employee answered and I told her it was my first time ordering through the app and she said “oh yes, your food is ready”but from the sound of it she didn’t realize I ordered the food to be delivered. A few minutes later I received a text message from door dash stating I’d receive our food by 1:49pm but it is now 2:04pm. I’m very disappointed with this aspect of the app. I work late nights and sleep during the day so it’s definitely hard to want to get out sometimes.

EPL lover. I have been an El Pollo Loco fan for years and I literally eat it 3 to 4 times a week since there is a location by my work and one by my home lol so I was excited to download this app (enjoying my FREE 3 piece meal of flame grilled chicken while writing this review ❤️🍗) The app runs smoothly and is easy to navigate! I agree that it would be nice to add the payment option with apple play so we can pay through the app but other than that, I am happy 😊

AbitDisappointed. The app is great. Thanks El Pollo Loco After I placed the order, I realized my mistake of not being able to add in the corn and mashed potato as another sides order. There’s an instruction if you want to cancel or change, call directly to this number. I dialed the number twice but it wasn’t answered When I tried using another mobile number, someone answered already, I was trying to add another order but he didn’t listen first to the customer who placed an order. He asked my name I said Santiago. NO SANTIAGO and he suddenly put down the phone He should have let me talk first. That’s the branch at reseda cor vanowen st, Reseda. I’ve been a loyal customer of Pollo Loco for several years

App stars stars & restaurant 5 stars!!!!. The app is ok a bit confusing the points expire very soon if you do not redeem them. The receipt needs to be registered on this app surging 48 hours or else it expires & you loose the chance on gaining points. I give this app four stars. The food & service at EPL location of Brookhurst & Chapman in Garden Grove is excellent. I give this location five start out of five !!!! My family & I eat here at least three times per week. The chicken is well marinated , ,,cooked & served to perfection every time we eat at this favorite location. The customer service is prompt & friendly. Management crew is nice & professional. Chuy the chef is extremely kind. He makes sure the chicken is cooked well. I’m very happy with this location!!! Very clean all the time & the salsa bar fresh & well stocked Thank you all at this location ,,, keep shining !!!! See you soon for another delicious meal. Yum yum yum !!!!!

Glendora location. The app is great but there is definitely a problem that management needs to address and not just at this location but multiple locations from the reviews I have read. It is a very frequent complaint—placing the order and getting that same order is a rare occurrence. As this is an ongoing issue it would seem that it is one that would be addressed. Not sure what the answer is but I think that is what management is for.

Unhappy. Very happy with the app not at all happy with customer service IAfter I ordered and paid for a family meal and family size guacamole and chips. I realized I had a coupon for free family size guacamole and chips with the purchase of a family meal. I asked if I could redeem the coupon somehow and the girl told me I had to order a family meal in order to redeem the coupon I told her the one I just ordered and paid for and she said well I’m sorry you can’t redeem the coupon. It’s hard to believe they couldn’t work with me on it the coupon expires tomorrow. If her attitude was better it wouldn’t of been so bad but she was very rude.

What happened to the app???. I get to the restaurant and open my phone to use my app. It says wrong password. WHAT? It’s my turn, so I can’t use the app to scan. Then I go and change my password to THE EXACT SAME PASSWORD and there’s no scan on the receipt. I ask the manager, who says you didn’t read the email? What email? All I have are discount emails, nothing with information. Then someone says the rewards are changed too…you don’t even get to pick what you want. WTH! I order ONE THING here and now you expect me to buy random crap that I can’t eat. Why on earth can’t I just use the ‘points’ the normal way…on things I actually like? You raised all your prices and reduced all your portions. NOW you’ve taken away the only chance we had to actually save money. Which means I won’t be able to spend money here as much as normal. And I doubt I’m the only one with this issue. It’s too bad, really. You used to be one of the good places. Now you’re just another mcdonalds.

Only one complaint. I don’t think there is a way to add a receipt after the fact to earn rewards. If there is, I sure can’t figure it out. Other than that, I love the app. It’s easy to navigate, easy to order, the nutritional information is easily accessed. I just recently tried El Pollo Loco for the first time and I now eat here at least once a week. Glad for the food that falls within my diet.

Calorie counter and receipt scanner. Please bring back the ability to calculate calories according to the customization of the item. Also the ability to scan your receipt to manage your points is definitely missed. Love the ability to customize your order by touching the buttons. Also love the scrollable rewards. Accessibility options are great!

Useless App, False Advertising. The location I went to did not give a receipt with a barcode or numbers, so it makes the app useless if you cannot scan or type in a barcode in 48 hours. This is false advertising. They lure you in but do not honor the point system. This was reported via a review on the receipt that I assume goes to Corporate, and I got no response. I even called the store and they were nonchalant about it. I will find another more honorable restaurant to dine at. Stop false advertising with this useless app and wasting everybody’s time. I have seen other reviews complain about this same issue. Glad to know I am not the only one that has experienced this. And the food is overpriced for the quality of food you get 🤷‍♀️

Great Customer Service from JD. I actually enjoyed coming into the restaurant today especially since JD was working. JD is very pleasant, professional and ensured all orders were out in smooth timely manner. I really appreciate JD and he needs to be promoted to Manager! He has all the qualities to lead, he’s a real gem! I was afraid to come back since the last time I was here manager Maria was yelling at customers especially elderly customers and her staff since she couldn’t work under pressure of lunch rush nor the kitchen! Maria’s behavior was unprofessional and unethical. Glad she wasn’t here so everyone could come back to order and eat in peace!

Could be better... WAY better. That being said, I’m not too picky about how the app works. It’s overly complicated, in my opinion, but, whatever. The thing that REALLY drops my star rating is there are WAY too many notifications. I make one $5 purchase and then I get an email, and a notification of the purchase, then another email, then a notification that the points have been updated, then another email showing my points, then another notification on the app. It’s ridiculous. Stop with the notifications.

Nonexistent Customer Support. Horrible nonexistent customer support. Used it twice for delivery and the first time I was missing an item from my order. There is absolutely no customer support you can contact for help. The website simply hands your order to the franchise store and an available local delivery company. This part is exactly where it breaks down. On my second order, I noticed a delivery company was never assigned. My order got stuck in “order received” and an estimated arrival time. When it past the arrival, the app assumes it was delivered and charges you immediately. Called the store and there’s nothing they can do as they simply get the orders from the site and a delivery company comes to pick it up. Will be disputing the charge with my CC company.

Great for COVID, when it works. App is convenient to use, pleasing to the eye, and fast. A few problems: I dont like that the only way to use delivery is through their system. For a while they were using Doordash but not in a way that allowed you to monitor progress or give feedback through the doordash app. The only communication was through automated texting that often didnt work. I dont remember who they use now and what its like because the app crashes on startup since fall 2020. Many complaints like that on the app page. Typically if your device is outdated/not supported the app store refuses download or allows you to use an older version of the app, making this more frustrating. I would love to use an app to browse the menu and order ahead but this is the only one and it doesnt work and probably never will again.

Very basic & unhelpful app. You can tell that this app was created “just” for use during the pandemic. Unlike other populate fast food restaurants, this app doesn’t offer a few very simple and important features. Such as: an option to place an order and then pay in store, a simple feature that allows you to put any items on the side, and (MOST IMPORTANT) it doesn't offer any of the coupons that we get in the mail?!? For example, McDonald’s offers all of their digital coupons & physical mail coupons in their app. The El pollo loco app doesn’t offer any of their physical coupons!?! It has a section for “deals” but it’s always empty. They try to encourage you to use their digital app for orders, by creating challenges and digital rewards, but you have to pay full price! They don’t offer the same digital deals as their paper coupons?!? Why not? It doesn’t make any sense to try and convince me to use your app more but then have to rely on mailers to find physical coupons that I can’t even apply with the app?!? I have to redeem those coupons in store?!? This app is very basic.

Denver locals beware!!. The Denver location does NOT have the same items as the app, and the app doesn’t let you know this in any way. I bought an overstuffed quesadilla on the app before getting there, but when I arrived (AFTER payment of course), I was told they no longer have the overstuffed quesadillas. The app won’t let you just cancel an order, but gives you the locations number to call, which of course isn't set up yet. I was told to speak to a manager and was told she has to email someone for me to get a refund, which I wouldn’t get for 7-9 business days FOR THE FOOD I NEVER RECEIVED. NOT worth your time or money, or the space on your phone.

What’s with the notifications?. For the past few weeks, the app is showing I have multiple notifications. Usually it’s 9, yesterday and today it’s 12! When I open the app, nowhere does it show the notifications! I end up tapping on each selection at the bottom and then in the account section. Nothing. But when I close out, the notifications are no more. Annoying bug so squash it!

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Easy & Fast. I really like the app. It’s very simple and fast to order my meal for pickup or delivery. The only thing I think would make it better would be if there was an Apple Pay option to make it faster than having to put your card information. But saving it does make simple too (:

App is good, deal is not so good. App has all that you need including a point system. The point system expires in a month or so, making you go more then you may want to just to redeem the points you already have or they expire and you have to start over. There is only 1 thing you can get with the points a 10$ discount so it’s good but you need to make 100 points. Every dollar you make is 1 point so spend 50$ and 50 cents and you make 50 points cents are dropped.

They got the order wrong at this locale, yet again!. While at the drive thru speaker, I was asked multiple times to repeat my single item order back to the employee. “Classic Chicken Tostada Salad”. The employee then repeated my confirmed order to me at the window. I confirmed that as correct and thanked him. So, what did I actually end up receiving in the bag? Well,...NOT anything in a TOSTADA shell with rice, beans, plus the lettuce and chicken!!! Just got a flat plastic container with 95 pct chopped up lettuce and 4 bites of chicken!?!?!? Do NOT use their Drive Thru after 9 pm ... they will give you something close, but not what you order!

Order pick up needs improvement. I love that EPL has an app and that points can be accrued for rewards. The order pick up needs help. Food isn’t ready as stated in pick up time. Staff at EPL don’t received the pick up order into they system until just before it should be ready for pick up so except food at least 30 minutes after placing order.

Impressive for a fast food chain. I love this franchise; the app is just great - you can order on the way to the restaurant so dont have to stand in line, and im quite amazed at their rewards program functionality, it updates rewards seamlessly so need for paper receipts, or the barcode scanner is an excellent UI feature as well. Ofcourse the app could use improvement, especially in the Menu UI/UX area.

Beware of being locked out of the App. I have encountered a very frustrating problem with the App such that I have lost all my accrued points snd can no longer access the App. Long story short, i replaced my phone and on my new phone i cannot log into the App. Every day for more than a week I have sent numerous emails via the App, website, and even called El Pollo Loco. I have received zero replies. I cannot even create a new sign on because my mobile number has not changed and is rejected by the App. I am shocked at the unprofessional support of this App.

Best Customer Service. I go to El Pollo Loco located in Long Beach off Cherry Ave and Artesia Blvd. Their staff is super friendly and they work really fast. I usually never wait more than 5 minutes for my order. This location is out of my way since i have one closer to work, but this one is much cleaner, the staff is super friendly and my order is always correct.

App review. While I enjoy receiving points and rewards, trying to get the rewards is horrible. Almost every time I try to scan my receipt it says receipts cannot be scanned twice. It’s always the first time I scan it and I’ve missed out on about 100 points because of this. I’ve emailed support twice and no answers. I love the food ! I just want my points!! Dumb app!!

Finally an Update! Thank you!. I love el pollo loco (depends on the location) and when ordering on the prior version of the app it would freeze or crash at least 3-4 times! It was such a headache when ordering for 3+ ppl. Finally, no crashing or freezing when placing an order through the direct app. Huge relief! Thanks for this update! I see the changes.

The App needs a lot of work. I think you guys recently revamped the app and it’s pretty awful. It’s super hard to navigate. Button disappear. There are places where you can’t navigate back. Using points/coupons is very confusing. The scan card feature does not work. Changing my address took like 10 minutes. The whole thing is pretty bad. It’s pretty obvious whoever designed it clearly never used it. Please fix it.

Customer Looking for Vegan Options. It would be so helpful if you would offer vegan options not to mention the increase in your sales as you tap into another market. Example the Pollo bowl....offer black beans in a larger portion and smaller portion of rice. No meat. Wow. You would actually make money because you are not including chicken (your most expensive item in the bowl). Or small portion of broccoli instead of meat

Deals can’t be used for online ordering. The app shows available specials, but those specials must be redeemed only when ordered in-store. Should be able to redeem specials and order through the app, instead of having to go into the store, redeem the special at the cash register, then wait while the order is prepared. Otherwise, the app works well.

Bruh pls fix this. For five days now I’ve been having a bug where it’s saying error validating basket I’ve been using the app to order every day for the past 60 days with no issue but now I’m somehow stuck in this validating error. Even when I uninstall the app restart my phone nothing changes it and I haven’t been able to order El Pollo Loco at all and I’m not gonna order on DoorDash where they charge an Arminta for each item.

Awesome!. I love El Pollo Loco! Their new beef birria tacos are to die for! Their salsas are always fresh and all their chicken entrees are very delicious and you really cannot beat the prices at this time in our lives with a family! Keep up the great flavor and food! Customer service is always 100% here too! The lady that cleans all day long is something else! Most sanitized restaurant out there! Muy Bien!

Accurate order fulfillment, great team. I frequent the Santa Clara, California el Pollo Loco. 98 out of 100 times the order is absolutely perfect and people go out of their way to make sure any little extras I asked for, I get. Because they are so detailed and awesome, I have started to use them for small catered lunch events. Whenever I bring El Pollo Loco anywhere, the recipients are very excited and pleased…

Pretty good app. Has good features especially the scan the barcode feature but you'd think they save the step and let you pay with phone (Apple Pay) and have it all done at once. Be nice too if you could earn rewards as well as redeem online coupons. I'd also like a way to take the online survey with the app rather than go one which is way too long of a process.

Coupons Don’t Work as Advertised. This app is so hard to use! I have tried to use this app for two years… I Give Up! You save up points and purchase special offers for rewards. None of this is applied to your next order automatically, and when you try to jump-thru all the hoops to use the offers you get a message that says “This offer not available for this purchase”… Nobody at the restaurant is able to help! All they do is refuse the offer, and tell you to pay full price or leave without your order!! I deleted the app and will not be going to Pollo Loco anymore-

Hit or miss..... I truly love El Pollo Loco chicken, when it is fresh and served at appropriate temperature. Unfortunately there have been way too many times lately that the chicken is dry and hard and has been sitting for what appears to be a very long time. Unfortunately on Cinco de Mayo offering a special but serving bad food does not increase business. I don’t like the app because it takes way too much in order to get anything for free. Many other restaurants similar to El Pollo Loco have a much better rewards programs.

Recent app update. The most recent app change never provides any “offers” I can have the app open for 2-3 min waiting for the offers to come up and all it says is “awaiting offers.” Also, say you use some of the awards you’ve collected after getting 100 points, you get $10 you can redeem (only reason it’s getting 2 starts and not 1) and you use it for your $35 meal that you’re purchasing, technically it would make sense that you get 25 points because you’re spending $25 out of pocket... NOPE says you can’t enter multiple transactions and you never get those points.

Annoying to hassle with. I eat here often and decided hey let me download the app since I eat here so much . In the terms of the use of the app everything seems pretty straightforward. The annoying part that made me furious was signing into an account I made an account and tried signing in and it keeps telling me (object , object) I’ve been trying for 2 weeks . For what it is I think if you come here somewhat often it’s good to use to skip lines or order ahead of time but not signing in really turned me off and made me uninstall

Excellent App Great Deals. So worth downloading. Why pay extra to the delivery companies plus they give you a deal each time you order. I’ve only ordered once but you can see the line up of deals. First order got a free burrito worth $10. There are also loyalty points so yeah do it!

Store 5355. The food is always great, when they have chicken. Half of the time this location has now chicken at dinner time. The salsa bar was a mess tonight and the trash was stacked on the trash receptacles. I am a stock holder and am I’m barest. This location is poorly managed and the evening manager is non-committed. I won’t ever drive through as the orders are most times incorrect. The only reason I patronize this location is it’s close to home. I should be able to take photos of the conditions I just mentioned and send them to Sr. Management. Signed, You asked!

Best!!!. I just love pollo loco but not just me my little family of 4 do as well I think the chicken has the best taste ever.. I was raised eating pollo loco since I was a child I remember those day’s my dad would say let’s go buy pollo loco and we would get all excited loved those Sunday evening nights…Thank you for keeping it as simple as it is and not changing your flavor or try to incorporate new flavor 😉🥰

1126 E 19th St-Upland CA. As a weekly/frequent customer to your 19th St/Upland location I can tell you this store is The Best!! This busy location is always clean, the staff is happy and the chicken is great!! Whoever you have managing the store knows what they’re doing, and how to work with people.... I would give them a 10-rating (but they forgot my tortillas a couple weeks back), so it’s 9.99😁, but great job Upland!

No gift card option. I updated the app to the new version and the gift card option disappeared. I’m using the iPhone SE on iOS 13.2.2. I bought a gift card on the el polo loco website and revived the gift card online with no barcode on it 😐. Just a long number with a pin. I believe I’m supposed to go to the restaurant and get a physical card for it? If so it defeats the purpose of an E-gift card, and it has no support for wallet. 😐 el pollo loco don’t outsource the gift card make it in-house integrate it in the app please. I’m looking for a response from the app team.

An app with no security of accountability.. After there separate bad experience with delivery orders I question why is this app still on the apple store but more so why did pollo loco release an app where people can order and no one is accountable if you don’t get your food or is the order is messed up. After back and forth with the pollo loco location and door dash both said they are not responsible for refunding or fixing the issue. Pollo loco says once the food leaves the store it’s no their problem and door dash (delivery agency chosen by the pollo loco app) say that since the order of through pollo loco app it’s not their problem.

Not bad overall But there are some issues. The things that are problematical: 1. If you try to re-order an old order and there’s an item on there that’s no longer available, instead of just saying you can’t include this item it won’t let you duplicate the order at all. 2. The tab called gift/pay only allows you to add gift cards whereas seems like it should also allow you to add or update your normal payment method in there. As far as I know you can only change your payment method when you’re actually placing an order 3. The loco rewards detail option under “more” doesn’t have a back button so once you select it the only way to get out is to close the app

Please help. I used to like this app i can used it to earn and redeem points. For some reason this app start getting weird. I got kicked out ask me to sign back in but everytime i sign in it said wrong so i did forgot password. I did almost more than 10 times since couple months ago it never works anymore 😤😭 i tried contact cust service same thing - nobody respond. So i dont know what to do anymore, i CAN NOT used the app anymore😮‍💨

Substitutions. I love the application and the food is always fresh but I really wish the application allowed for users to put in substitutions. It allows you to remove items but you cannot add items or substitute items. For instance, I love the burritos at El Pollo Loco but they are all made with pinto beans and I like mine made with black beans. There is no way to currently do this within the application. I would use the application more often if I had the ability to make this substitution. Thanks for the awesome food!

Great app. Easy to use, great way to get points to get free food when you are already spending the money, and definitely better in that it gives options to order for pick up! Every business utilizes it differently but so far, no bad experiences. Plus if something was wrong with your order, the app allows for you to submit a comment which is responded by the appropriate personnel.

Easy to use. You can scan your receipt or they can scan at the cash register but the employees don't want to and want you to scan it on the app. When you purchase food a day later you will receive a coupon but the coupon doesn't last long and I don't eat at Pollo loco a lot maybe twice a month. Overall I like the app no problems using it.

Highland store is excellent. This store never disappoints. Food always fresh. Salsas are good and have a perfect consistency. Outstanding customer service every time I visit. Not all stores have all of these qualities, much less, one or two. Thank you for always being efficient and friendly

STUPID DEVELOPERS 🤬. These stupid guys REMOVED the Instructions box tat the bottom of each item where I used to request well done or easy rice, etc. I REALLY DON’T UNDERSTAND why these stupid geeks always mess up app! Instead of improving them! Also!! I just saw AAALLLLLLLL the complainants by other users and ME TOO as well have been having these same exact problems which confirmes that POLLO LOCO HIRED STUPID DEVELOPERS

EPL is like a tease. I love EPL except for the fact they can't keep stuff on their menus. I'm all for adding new stuff but when you add and take away and add then you go through the drive through craving a chicken and shrimp tostada to see it has vanished again is frustrating. At least be like a mcrib and say it's for a limited time if you don't plan on keeping it. And don't get me started with their French fries.

The app no longer gives out $5 pollo cash rewards, it only gives cheap drinks and sides. This used to be my favorite fast food app because I used to buy a $5 pollo bowl and after 5 times or so of buying it I’d get a $5 reward, so basically I’d buy 5 pollo bowls and get the 6th one free. They re designed their entire app and now it’s just confusing and unorganized. No more $5 rewards only cheap items like a soda, churro, taco, not even a large side. I don’t know why they did this but it probably has to do with, you guessed it, saving their money. Super disappointing

Please fix!. Please add an option to have the dressing on the side or add a notes section somewhere so we can write “dressing on the side.” Right now my only option is no dressing or no dressing. I don’t always eat my salads immediately after I order so I don’t want to eat a soggy, or dry (bcs I don’t have dressing) salad later. If this issue is fixed, it’ll be a definite 5 star rating!

Scan NEVER works. I’ve had this app for a long while and it’s fine it can be a little confusing but my biggest complaint is that the scan barcode never ever works and as long as I’ve had the app it never has so I’ve concluded it’s intentional so that people have to enter the info manually and are less likely to do so therefore not as many rewards are earned because most people aren’t going to take the time to manually enter the barcode.

Dishonest App- Don’t Download!. I downloaded the app because they advertised on their website that if you download the app and then purchase something you’ll get a free burrito bowl. I downloaded the app and then made my purchase through the app and was not rewarded. I emailed them asking why I wasn’t rewarded (and told them I downloaded and purchased something) and their response was that I must purchase something in order to get the reward and that’s why I didn’t get it (which I did purchase something and I stated that I did in my email to them). Super dishonest, not worth downloading, and customer support wasn’t helpful at all!

Ordering from the app. Even though delivery was chosen in the app, and going back and clearing the order to make sure delivery was chosen, it switched my order to pickup when the order was complete. And even though I called and they assured me that it would be delivered, they had me waiting another 30mins on top of the initial 40mins that I waited before calling and confirming that it would be delivered. No call back. So the only thing that saved me from going out sick to pick it up was that my wife had just gotten home from work and didn’t want me to go out and get worst. Frustrating. Pollo loco quality and customer service is really going down.

Please fix the gift card section!. I have use this app for the past year or so and it seems to work pretty well except that you can’t actually see your e-gift card’s current value or delete it when it’s empty! So now I have a bunch of old gift cards cluttering my list and I can’t remember which one to use because the current values don’t display. It just says “No transactions found“. Please fix!

Yuck - backwards now. This new app update is like taking steps backward. More clicking, no “back” button when you want to go back to the previous page, font is annoying. I liked the one page menu categories and then it expanded. Now it’s page by page and takes longer to order. Plus - our local El Pollo does not have the drive thru pickup option. This went from progressive to old school. Don’t like.

Done with pollo loco. I have enjoyed Pollo Loco for years but the app and advertisements are misleading and after today, has frustrated me so much that I no longer care to order from them. I receive emails for deals then try to order them without success. Very difficult to maneuver through. Three times I’ve gone to Santa Clarita Pollo. They are always out of items or I’m misunderstanding the special. Why can’t a coupon be a coupon. Either give a discount or don’t advertise a misleading deal. Also, specials should be for online or in person.

App is a Scam and Customer service is horrible. I’ve been using the app and should have at least 10,000 points. They unlocked the first tier of rewards for about 2000 points, and then re-locked in before I can even get my free rewards. Even though it showed that my points were enough to get rewards from the other levels, they remained locked. Contacted customer service and even sent them a photo showing how the points matching up with a point on the app. They did nothing , and didn’t even respond.

Frustrating!!!!. I had three separate orders and receipts. The app will only let you scan two receipts in one day. I tried scanning the third receipt the next day and it kept telling me I had already scanned it, that I had already scanned two receipts, and to try again later. I tried scanning it hours later and still got the same error messages. I finally waited until the next day and then got an error message that the receipt was now too old. What the heck? I lost $10 in reward points. This app is not worth the hassle!

Coupon codes don’t work, and more. I have tried on different occasions and different codes. It’s really annoying because I wasted time to make all the selections only to find out, at the end, that it doesn’t work. Then, I have to go order inside and wait for the order to be prepared. I also have another issue: the screen gets stuck when you scroll down and up. I don’t have that issue with other apps.

Never got delivery. I ordered using the app and never got my order delivered, I ended up calling the pollo loco restaurant that I ordered from and spoke to the manager only for him to tell me that they do not deliver. I told him that I had already paid for my food on the app and he said that I could either go pick it up or make UberEats go pick it up for me. What I don’t understand is why do they have a sign outside their restaurant saying that they now deliver and that you can use the app only for the manager to tell me they don’t. I didn’t get a refund or anything and I’m very disappointed.

Updates too frequently. I went to EPL 5 days ago and it required an update at that point. Here I am at EPL again only 5 days later and it’s requiring an update before I can cash in on my points, causing me to hold up the drive thru line as it downloads and installs the new version. I ended up just pulling around and walking inside so I didn’t hold up the line. Very inconvenient. Most apps will still work and only suggest an update. This was required 😡

Pollo Perfecto. We always enjoy El Pollo Loco but ordering off the app has been amazing. Such a time saver and a great convenience when it comes to delivery. I was literally in the stands at our daughter’s high school graduation and I knew we would all be starving when we got home so I ordered on the app and set the delivery for when we would be arriving home. A hot and delicious meal was enjoyed by all!

Most stores are excellent. I go to several stores a month depending on work meetings . Grand Prairie/Arlington is a great spot , Hurst is excellent , but the Bedford location is 75% of my visits under satisfactory. The service is way below expectations, the food quality and portions are unlike other locations , they constantly get orders wrong , and lately have been out of salsa , or try and substitute pick de Gallo for your salsa request.

Learning the quirks. Ok. I couldn’t get the app to process my payments for months and I figured it was just broken links or bad software. Turns out the app doesn’t process the street name or numbers to your address only the house number. Works like a charm now.