I have been coming to this location for a few years and I always order the 8 piece Leg & Thigh for $11.99 plus tax and it usually ends up being $14.12... Until today...That's when Maria the manager brought it to a screeching halt. I asked her if she could honor the meal one last time simply because there wasn't anything on the menu or in the establishment for that matter that said it wasn't allowed or discontinued....she said no. I didn't give her a hard time at all. I just left. I guess this will be the last time coming back here. Unless there is a way that they can honor their menu. I am in customer service too. You never treat customers like this! Without them you could go out of business. read more

El Pollo Loco - My regular. - Mexican Near Me - Napa, California

Forgot my credit card here over a month ago. Came in today and Maria (manager) was able to find and return it to me. Awesome job! Also, my chipotle quesadilla and double chicken tostada were fire today. Thanks!! read more

Was the first one in for lunch today and was helped by the gracious Graciela, an absolute champion of customer service! She thoroughly went through my order and the staff in the kitchen made sure my meal was made quickly, hot, & fresh! (The one thing I miss is the Salsa Bar with their famous Guacamole Salsa.) The restaurant is standalone with a nice parking lot and a Drive-Thru if you're so inclined. Eating in, though, was excellent as the restaurant is spacious with plenty of tables. And their soda fountain pours the fastest drinks in the West! :-) Definitely looking forward to coming back here again when I visit Napa as there are no El Pollo Locos where I live in Daly City. If I knew how to run a franchise I'd be getting one set up in Daly City for sure, heh. read more

El Pollo Loco - 2-Piece Meal (Leg & Thigh)! - Mexican Near Me - Napa, California

Great food and good deals, all the time. A generous military discount for those who serve and Vets.

Ordered their Double Chicken Bowl with the spicy salsa. The bowl was about the same price as their competition (I think we all know who). The flavors were pretty decent, but in my opinion the amount of food was not worth it. The bowl definitely had more beans and rice than chicken in my bowl, and I was missing veggies as I ate it. Salsa tasted like mole to me. The chips were on the fresh side, and made a good vehicle for the stuff in the bowl. Hadn't been to El Pollo Loco in many years, and it'll probably be years before I go back. No shade, just saying. It gets the job done, but is not necessarily the best. read more

The service was quick, and they were nice! I went through the drive through but it looks like a typical fast food place. The chips and guacamole are not that expensive, I got the regular and they are soooo good. The ambiance was just the parking lot, which is fine with me. The inside is like a Taco Bell. I had the chicken avocado taco too, which was alright, definitely feels like healthier ingredients though. read more

El Pollo Loco - Chips & Guacamole Regular - Mexican Near Me - Napa, California

We were shorted on our order. We called 3 times before going back to be sure we would get our tacos. No response. Didn't waste our time going back. Terrible customer service. Won't be going back. Would not recommend this business. read more

Pretty bad. This was my first (and last) time trying Pollo Loco. It should be called Pollo Invisible, because... where's the meat?? It should be illegal to charge $10 for a burrito that is almost nothing but rice. What few pieces of chicken existed were also not good... somewhat dry, and extremely salty (but otherwise bland flavor.) read more

El Pollo Loco - Where's the chicken?? - Mexican Near Me - Napa, California

I love coming to this location because of it's convenient to all the other errands I need to do, however a customer service is not consistent! The chicken is always hot and fresh, but the people taking the orders through the drive-thru is so-so! I pulled up to the drive thru, and they said "you can wait" instead of "i'll be right with you" ! I think someone who says that to me is disrespectful, and its tone is totally rude! if all fast food places told me that, I think they'd be better off unemployed, respect is a big thing in today's world! A computer can easily replace this person or I can just order on my app and get my food without dealing with anyone! They just bagged up my chicken and put it in a bag and gave it to me! I had to ask for napkins and salsa which I don't normally do at other locations, it's included! read more

Napa is the best. It's sad I have to drive all the way up there. Vallejo shrimp taco you only get one shrimp. It was a joke

We ordered a family meal and we got it home there were no tortillas! How do you miss that after asking if I wanted flour or corn?

Oh my goodness! El Pollo Loco is a standard chain all around. If I'm in the Bay or in SoCal the food is consistent. That's never the issue. The issue with this location however, is the lack of communication within their team, the lack of accountability when mistakes are made. I stopped by today 02/27 1pm. I was going to go through the drive thru but after seeing a cool coupon on my app I figured it would be best to go inside to ensure it gets applied correctly. The coupon was for a 16 piece leg and thigh family dinner 3 large sides,tortillas and salsa. Originally this goes for $37 before tax, $40 after tax. I know this because i noticed I was incorrectly charged. I did at the time find it a bit strange that she just went on with charging me and never scanned the QR code for the offer but hey I gave her the benefit of the doubt that maybe she applied it a different way. She calls over another worker to assist on how to go about it now that a mistake was made. She kept on saying "I forgot to scan it" to her coworker which honestly, kind of blows me away because I literally had my phone facing her with the QR code through the whole transaction lol. This coworker comes by and attempts to use this red card to do the refund but before they did the refund the cashier charged me again "correctly". Didn't give me a receipt so I couldn't really tell at this point what had happened. But unfortunately, the red card that would allow them to process the refund was not working due to the one in charge of that card being on lunch? Idk what that meant but to my understanding it basically meant I had to wait extra time to get a refund. At this point I was over it. I eventually got my food and that's when I noticed they made a mistake on my 2 $5 chicken bowls. I requested just chicken, rice, and beans and the bowls they gave me had everything. The same cashier that made the initial mistake grabbed the bowls without apologizing and went over to get them corrected. Thankfully that was an easy fix but I was still waiting for my refund. Which I did eventually get. Honestly it just sucks how careless they were and this isn't the first time. Other times I've come by they've made mistakes and I brush them off because they weren't a big deal but sadly after it happens a couple of times, this is my final straw. I hope they are able to learn from the bad and get it together because El Pollo Loco is soooo good. read more

Love the chicken, sides, and nachos but their commitment to the petroleum industry through their staggering overuse of single-use plastics and apparent disregard for the environment has me only patronizing when there are no other options. Please clean up your act, Pollo! read more

El Pollo Loco - Pollo's commitment to the petroleum industry through their staggering overuse of single-use plastics and disregard for the environment. - Mexican Near Me - Napa, California

El Pollo loco is a bunch of liars and bad business they bait you to sign up for their app and tell you they're going to give you some free food but you know what after you sign up for their app they give you no free food no free food came with my sign up for my app so as far as I'm concerned you can kiss my you know what El Pollo loco and eat s***! Never eating in your store again!!! I hate liars and cheats! read more

First time eating at pollo loco since I'm from the east coast and we don't have them there. Got the 10pc familia meal. The chicken was perfectly cooked and juicy. Also loved the guac and churros. Rice and beans were Aok. Loved the food. read more

Used El Pollo Loco app to place an order for delivery. Order placed successfully on: Thu, Aug 6, 2020 07:34 PM. Postmates then has the food delivered at 9:36 PM. Chicken was cold. Tacos were cold with soggy tortillas. Have eaten a ton of El Pollo Loco over the years. This was my first time using their delivery. It will be the last time. I can see El Pollo Loco blaming Postmates, and Postmates blaming El Pollo Loco. Bottom line is we got cold, soggy food. Actually glad that this happened so I know better now. read more

El Pollo Loco - El Pollo Loco app screen shot. - Mexican Near Me - Napa, California

See all

Great customer service! The employees are always so friendl! Good food! We eat lunch here at least once a week

Total garbage avoid this place at all cost the food here is barely edible I had a burrito so nasty it went into the garbage can

Ignoring phone calls and ordering food without permission on debit cards. Don't trust this place with deliveries or anything. They gave my first order to the wrong driver, cancelled my order and then ordered again without my permission just to cancel my order without reason and now they just refuse to pick up their phone which is right next to their cashier counter. I ordered once, so now to having a -35$ that I have to wait 7-10 days for to be refunded is absolutely ridiculous. They not only steal from you they also refuse to give you any answers for why they're doing what they're doing. Rude customer support who was just as useless. It's insane to think it's appropriate to pull money out of my bank without asking me. Your workers are poorly trained and you customer service is terrible. read more

I have no idea why the low reviews. It is everything you want when looking for Mexican and Chicken. We drove up. One weird thing, we couldn't find the entrance from the large shopping center parking lot. We gave up and just parked in one of the many spaces and walked over. The place reminds me of Taco Bell minus the beef options. I'm ok with Chicken. It looks so fresh. You can see the chicken grilling right behind the counter. We got the meal deal. I got 3 tacos and he got the something and burrito. Both came with fill yourself. I highly recommend this place. It also has clean bathrooms. read more

This young man by the name of Manuel had excellent service at the drive through he was very helpful, nice, and was very fast highly recommend coming to pollo loco just based off of Manuel's customer service skills! read more

Love my chicken with tortilla, beans, and rice. Say what? They got mashed potato and gravy too! Got the 12 leg and thigh meal. It's a simple recipe and that's how I like it. While I waited, I made my way to their salsa bar. I found the miniature cups and began filling them up. Their manager came by and handed me several larger cups. I didn't have to say a word. He read my mind. If you are taking out, you have to get by with at least a dozen of these mini cups and that's ridiculous. I love their attitude on taking care of their customers. read more

See all

Very fast and professional very nice employees especially the kid on drive thru he was so professional and patient when I was ordering I would recommend this restaurant to any one looking for a good dining and drive thru experience and the food was perfect nothing forgotten or cold everything is delicious read more

Me and my mom walked in pollo loco and after we order are food we waited and we waited 1hour and we were starving and my mom order 16 pieces of pollo when we got home my said that they give us 8 pieces instead of 16 pieces my mom went back to pollo loco to say that they give her 8 pieces instead of 16 pieces read more

I go here pretty regularly but tonight I ordered the double avocado chicken salad in the drive through. When I opened it there was zero avocado. Not cool. Friendly staff but I got cheated. read more

There is no reason we should be waiting in the drive thru for over 20 minutes! Ridiculous! No avocado in my avocado chicken tortilla wrap. BONES !!! read more

El Pollo Loco - Mexican Near Me - Napa, California

See all

We came to the El Pollo loco in Napa tonight for take out in the drive thru. Both of us have specific dietary needs and preferences. This location made sure to confirm each change and item requested. The service was the appropriate about of time for the food we ordered. They got everything correct and organized in the bag for us! The guacamole was a little spicy, but we understand how challenging of a variable that is to get right for each customer. Thank you for the great food and service tonight! We will be back! read more

I think the medium height dark skinned with black hair and eyes young male manager without a name tag needs to be retrained or fired. He is inept in his managerial position since he cannot help correct an order when there is a problem. The restaurant was very understaffed and he wasn't wearing gloves while cooking the chicken! The cashier made a mistake by not scanning the presented coupon before the time of payment and she asked the manager to step in. After he gets there he makes a surprise phone call to who knows where and proceeds to issue a small refund but wouldn't refund an unwanted and most expensive item on the order for unknown reasons. Then he walks away. Don't come here until management is restored and unless you want to get ripped off in terms of money or food! There are much better restaurants out there unlike this place! read more

Really delicious food, awesome friendly customer service with a smile, and SUPER CLEAN!! I will return for sure!

When I was in the mood for some great grilled chicken mixed with some Mexican fair, I would always head to this great place. The chicken is marinated in a delicious sauce that makes it so tasty. Mixed with a side of beans and rice. Soo good. This place was always so clean inside and the staff were always so friendly read more

Didn't notice til I paid & got my food, but the cook was wearing his mask just over his mouth leaving his nose exposed and pointed toward my food. You can refuse to believe in Covid if you want to be stupid but exposing patrons with this arrogant behavior is rude & dangerous. If he displays this lack of courtesy and sanitary practice I can't vouch for the safety of their food. Unfortunately, it's late, I'm starving & don't feel like arguing for a refund. read more

I don't know what to say. I've been a EPL fan for over 30 years, since they opened in Santa Ana CA back in the day. I'd guess I ate there twice a week at least for five years before moving north. Anyway, when I mention EPL to neighbors in Marin and Napa, I get "meh" as a response. I've been to the San Rafael location a few times and it's been just the way I remember it. Maybe this location is an anomaly, but I was really disappointed with my visit today. First, I ordered a Wing Lover's special - it's not on the official menu but I thought everyone knew what it was - not this cashier, who wanted to charge me for a half chicken, all wings - yes, it achieves the same result but costs about 50% more. When she couldn't figure it out "funny, you're the second person who asked about it", I switched my order to a 2pc leg & thigh meal. Well, the chicken was overcooked. Quite a bit. Which I might have overlooked if it wasn't tasteless. Yes, this location has developed chicken that tastes like nothing. I wonder if it was marinated at all... And, to top it all off, the flour tortillas were so stale that the minute I removed them from the plastic bag they were delivered in, they basically turned to stone. They actually wouldn't fold and I decided it'd be better if I didn't try to bite into one, as dental work is expensive. So, EPL, I'm so sorry. I hope this is a blip and that you can fix it. Napa deserves better. read more

I am not sure why this place has low ratings. I've been here 5+ times and every time the food is great, service is nice, and the place is clean. But I wanted to comment on my trip there yesterday. The gentleman at the counter was super nice - ya sure service is supposed to be nice but this guy is really a genuinely nice guy who helped us to get our order just right. The rest of the staff was great too. We had a great meal with the family. The trip to Pollo Loco and the whole experience seemed special. Highly recommend this place! read more

I waited in line for over 25 mins. Worst service . Waste of time and poise customer service. If you have all day to wait come here

I was in the mud for Birria Taco and when I received them I literally wanted to scream. I bit into the taco and the meat was as hard as a potato chip. When I opened it up this is what I found. I have been to other El Pollo Loco and I have not experienced this before. I was disappointed read more

El Pollo Loco - Mexican Near Me - Napa, California

Ordered 2 burritos at 7:07 PM at 7:21 the person who ordered after us, who happened to also order burritos was given their order. After 21 minutes I inquired about my order. The staff that took our order said "it's ready when we call your number" in a rude tone. I ended up requesting my money back. The staff were not friendly and provided poor customer service. read more

This place is a joke. The servers never acknowledged when we walked in. There's no one waiting to place an order except for us. The servers didn't say if they would help us or not. We waited... There were 8 of them working there. This is simply unacceptable. read more

Ugh if I could rate every el pollo loco it would be two stars and this is based on the churros. EVERYTIME I come here I always order two churros with light sugar .... I don't know why they never listen I always get a churo with bails of fucking sugar on it, doesn't matter if I say it in Spanish, English I just don't understand. I think the people who are actually making them are not being told this because they don't do it They are a clean restaurant when I went in and chicken is good no doubt but it's the little things that make the customer happy I don't think they have hot sauce because they always give me picó de Gallo I'm not sure if the workers just don't care or if they seriously just don't understand. I almost have to be prepared to scrape off sugar with a napkin and get sugar everywhere or send it back and tell them it's too much sugar , before you know it there no sugar at all on it I just DONT GET IT they are now servings Mexican hot chocolate in one size only and it's small but really good And they are nice it's just some disconnection with relaying messages to the team read more

See all

First piece of chicken was dry second smelled rotten and being that I thought I might be over reacting I took a bit - OMG it was gross! I took it up to the counter and was told, "no one else has complained." What???? I said I don't care that no one else complained, I am telling you it's no good. "Well no one else complained." I will never eat here again. Completely nasty read more

Ive had other El Pollo Loco's and the food is great. This one is really bad. I could barely chew the chicken! This is the third time ive tried it! Cant do it again! Sorry. read more