El Pollo Loco

I will say this first. I like the chicken here and that is what I usually get. I also giving it 2 stars because of that fact alone.. I went out of my comfort zone and tried the new birria. Cilantro makes my throat itch so I asked for both orders to not have cilantro. I also ordered no avocado on my quesadilla and the girl working drive thru assured me that didn't come on that. Well I took a couple bites and my throat started to itch. Opened it up and full of cilantro and guess what else.... An avocado. The consume is not great at all. It's just spicy. The tacos came with hardly any birria. Not worth the 20 dollars for 3 items. Had to throw the quesadilla away.. Again the chicken is delicious here, the birria would be better off just getting it at any of the hundreds of taco trucks out each week. Will not be eating thus again.

I have frequented the Willow and Herndon location several times, as it is the closest location to my home, and have had problems with almost every visit. Most recently, the biggest issue has been the lack of options for ordering. My aunt and I went in at 7:45 to order a 16 pc family meal and were told there was not enough chicken. We were confused as this was around 1.5 hours before close, so we asked why there wasn’t any more chicken. We were told “we like to slow it down near the end of the day.” Had it been 30 or even 45 minutes before close, we would’ve definitely understood; however, for them to start closing down almost 2 hours before close just for the heck of it put a sour taste in our mouths. We had to drive MILES out of our way just to get dinner elsewhere (in THIS economy with the gas prices being what they are - WHY?!). This is a frequent issue of this location and I’m hoping something can be done. For this to happen frequently is frustrating and I believe not at all fair to customers coming in hoping to feed themselves and their family. Please do better.

My daughter and I were excited to try the new shredded beef birria items and were very disappointed 😞 They were not good..and thats Besides the fact that the cashier whos English was very broken and hard to understand got our order wrong (asked for no sour cream on burrito because my daughter is Lactose intolerant and no onions on tacos..that didn't happen) the customer service was not good today..When i asked it be corrected and my "mac and cheese soup" 🤮 and side salad were missing I asked the employee for them and she seemed to be Disturbed and bothered by us. Anyway.. we have never had a bad experience here or at any other location and are hoping this is a one time incident.. because we have enjoyed Pollo Loco for a long time 😔

Below average customer service. Too much employee turnover. Management is never around. I stopped ordering nachos or burritos because their is hardly any meat. Only thing I order is family chicken meal. Drive thru is probably the slowest of any fast food. To go sauce containers are 20 to 30% full and the taste varies daily, no consistency. I'm editing and adding to my previous review. The customer service has become even worse than before. Food quality is about average. Employees are rude. Management needs to work on customer service.

I'm first time here. I post it to get an attention and be the only one who got such a bad experience. This is a food industry and you guys cannot serve overcooked or dead 💀 broccoli. I added 2nd star because I was given a good stuff after, but the fact that you tried to serve a bad stuff does not deserve 3 star rating.

We had take out from here yesterday for the first time and I gotta say it was really good. They have $5 combo meals that are filling and a pretty fair portion. The only disappointment was they were out of horchata but honestly it was ok they had so many other drink options. The food flavor was on point. We are definitely going to be eating here again!