I love El Pollo Loco We went to this location 4290 E 4th St, Ontario, CA 91764 Enter this establishment As soon as you get in there's a very punge smell a very strong smell it was like you are eating inside the toilet a very sewage smell sewer gases like hydrogen sulfide, which can cause nause. We walked out. Jesus how can ppl eat with that smell? sewage smell read more

El Pollo Loco - Mexican Near Me - Ontario, California

Came on Monday 3/16 in this location bad experience.SOFIA was very rude when I told her that I had $10 off from the App,she seem annoyed and unprofessional by saying OMG loud in front my face,I mean come on was that so hard for her to just scanned the barcode???? My kids loves chicken so that's way I downloaded the App for me to get royalty program that I can redeem. The managers/owners need to trained this lady better for manners and hygiene,she handling foods without washing her hands or wearing gloves. I usually go to the one on foothills but since I just came from my sister house I just stop by in this location,bad experience!!! read more

El Pollo Loco - Mexican Near Me - Ontario, California

Ordered delivery for lunch and it took quite a while to be ready. I ordered the Mango Habanero 4 piece meal which came to $13.19 and included 2 small sides, 1 breast, wing, leg, and thigh. I got their macaroni and corn which was pretty flavorful and a good portion. The chicken however was DOUSED with this sauce that tasted like spicy buffalo wings. Definitely recommend their original grilled chicken over this one. It also came with 4 flour tortillas which is always nice to have. I asked for a side of their salsa fresca and avocado salsa and it arrived spilling with open caps. Kind of a messy and not satisfying meal to be honest ): They also got another of my orders wrong and forgot the side of chips. read more

El Pollo Loco - Mango habanero 4 piece meal - Mexican Near Me - Ontario, California

The manager Maria is very unprofessional she needs to be retrained as her shitty attitude has a poor reflection on Pollo Loco. Never ever have I called corporate on a company but today she gave me no other choice. I would never ever take my dad there for his healthy meal Being double charged on a seperate occasion and trying to to explain and getting questioned as if we were the cashier or thieves was so unprofessional. You are a manager Maria not the pollo police. Your cashier had pride in her job unlike u maybe you. If there were zero starts you would have definitely earned them. Thanks again and I hope you have the day u deserve with all respect. read more

I can see why this place doesn't have enough stars. Their employees are so disrespectful. Actually, I'm not gonna say I'm. employees and say employee I don't understand why people work somewhere where they're not happy if you're 40 years old working at a fast food place that is your fault. You decided to make those choices. It's not fair that I have to come and be disrespected mostly when I'm a pain customer I'm the reason why they have money in their pockets. They don't even listen to you. You ask them for something they can't even do that for you. They have no respect or rude. They are annoyed of you asking questions. I just have the worst service here and I will never be coming here again and it's crazy. I come to this type of restaurant all the time. This is the first time ever dealt with someone being so rude and so miserable with their life. read more

I've been on an El Pollo Loco kick and have been having good experiences with the food. The chicken was okay, a little bit dry but the flavor was good. The real problem is they served me spoiled broccoli. Maybe I'm weird for getting the side broccoli, but I paid for the meal and it was way on its way out. I ate around the spoilage cuz I had already left the location but I won't be coming back to this one read more

El Pollo Loco - Spoiled side broccoli - Mexican Near Me - Ontario, California

I was in the drive- thru I had 3 separate orders and they wanted me to only order 2 different orders. Angela Rodriguez was rude and even made it a point to let me know that they would do it for me this time and for future reference they would not take 3 separate orders. If I wanted to place a 3rd order I would have to drive around. I asked her if this was their costumer service looked like? No smile just rude read more

Estrella was very rude. Couldn't hear us in the drive thru then got mad when we enunciated and tried speaking up more clearly. we were cut off when asked what salsa and asked us to move forward. She then gave us the wrong salsa. When we went in to ask for the correct one they were dismissive And had attitude read more

Love El Pollo Loco! This one was so busy at lunch but the crew cleared the line quickly. Food was fresh and delicious. Maybe the oil for the churros should have been hotter (or changed) because they were a little greasy (but we still ate them - lol). We wish we had El Pollo Locos up in Washington state. read more

They need to hire more people it's very slow they don't have enough food items as well from their menu also it sucks.

Chicken was terrible!! The thighs had hardly any meat on it more like skin n bones and it was burnt I regret not taking a picture of it. The corn was dried, I will never eat there again! read more

Shoulda known the food was going to be disgusting when I pulled up to the drive thru and Sofia said "are you ready?" Her attitude was worse than the food. read more

Always have a problem with this El Pollo Loco. I drove through to get my food only to find my chicken tostada salad had hard old chicken and I paid for two salad dressings and only got one. Stay away from this El Pollo Loco Ontario cross Milliken read more

Terrible service the GM is RUDE. Has terrible attitude and customer service skills. Sometimes the food barely has meat in it. Always backed up and if you order pick up for it to be quicker be prepared to be waiting there ignored. read more

I very seldom visit this location because there's always a massive line during the lunch hour. Well, since changing my lunch hour to just before noon I was finally able to eat here and have zero regrets! There was just one guest ahead of me and the food was more than worth the wait! I'm boring and 9 out of 10 times will always get my usual here (a BRC burrito and loco salad). I couldn't be happier to have ordered my usual here because my burrito was perfect! It has such a good amount of cheese, and that rarely happens but it did here. I was in and out of the restaurant and throughly enjoyed my lunch. read more

El Pollo Loco - BRC Burrito - Mexican Near Me - Ontario, California

I always love this El Pollo location because of their great service, clean seating area, and delicious food but today went beyond that. The employee at the drive thru window this evening, who I assume by the receipt is named Nathaly, was the sweetest person! She had such a sweet demeanor and was so kind, asking me about my New Year and we had a quick chat about the food we ate. Please don't sleep on the fact that these employees work their butts off and to have such a cheerful disposition like Nathaly is everything in customer service. Love this place more now! read more

El Pollo Loco - Mexican Near Me - Ontario, California

I experienced 2 negative situations at this location on 4/10/24: The first was at the drive-thru when I asked the cashier if I was able to order all thighs with my "Meal For 2" order. She paused and stated "Let me check." After 5 seconds, she comes back and says "No." At this location in the past, I was given an option to pay an additional fee to get the pieces that I desire. I would normally pay the extra, as I realize that this is a special request. I was not afforded that option this time. To just get a flat out NO was disheartening--especially as a customer who is part of "La Familia" - the El Pollo Loco Rewards Club..smh I had to return to the location, minutes after leaving the drive-thru, because I was missing the cilantro dressing that normally accompanies the side salad. I had 2 salads in my order but no side of dressing in my bag. The agent at the front counter stated that they no longer provide sides of dressing for salads (as I see someone over to the side, filling up small cartons with cilantro dressing). He says that they now put the dressing inside of the salads. I show him one of the salads that was given to me and ask him, "where's the dressing?" He then points to a corner of the bowl with a dime-sized portion of dressing. He then gives me one carton of dressing and says that it normally costs $.50, but he would give one to me this time. I know that El Pollo Loco Executives would frown at the service and food I received yesterday. The salad bowls were not even filled halfway--and had very VERY little dressing inside. The churros were not sweet at all. I chose El Pollo Loco for dinner over Chipotle, which was across the street--and I truly regret my decision. read more

excellent service tasted food clean store chicken very good macaroni love this location read more

ROACH INFESTATION!!! Dine in yesterday as I was going to fill in my cup with a soft drink the fountain had roaches crawling around it. Pollo Loco management you have to do better for your customers. Completely unacceptable!! ***And please don't send me links to contact you. So it looks like you care if you really do care do your due diligence. You guys are serving customers their food with roaches on your the counters for heavens sake!!! This is not ok by any means and everyone that works there is just going about there day like they don't see them roaches crawling in plain sight smh!!! read more

Customer service was great food was even better definitely coming again. I orderewd the chicken tostada

Terrible location. Ordered a double chicken tostada salad and I found hair inside my food. Got a new one and I found a fly the second time. Terrible customer service and seems like they didn't care. Ruined my appetite and my day. Never come here. read more

After hours on the road traveling I was starving. We saw this location close to our hotel and decided to check it out. Parking lot is good size and easy access back out to the street. I ordered the pollo bowl and a taco with a side of chips and guacamole with two drinks. Everything came out pretty quick. They were busy and not many tables open that were clean. We found one tucked in the corner and ate. Food mess on the floor where a family had been sitting. Our food was good and fresh though so I left happy. The only food negative was the chips were over cooked but edible. I'd eat here again. read more

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Probably the worst location I have been too. They are always inconsistent with the quality of food. They will sometimes charge for extra dressing and other times not. The service is slow and some of the older women working there are rude! read more

I wanted a large chicken tortilla soup, they did not have lids so they gave me 2 small soups instead. I didn't know until after I left but they actually charged me for 2 small soups which is more than a large soup. I don't think I should have to pay more because pollo loco did not order enough lids. read more

Several weeks ago, I went in one evening to get the 2 large sides of Macaroni and Cheese that were not included with the other items in my drive-through order a few months prior. The night that I did not get the items (which I did not discover until after I got home), I immediately called and spoke with a supervisor/manager, who already knew that I did not receive the 2 items. The supervisor/manager took my name, and did not say that there was a limited time frame for me to come in to get the items I did not receive. The evening I went in to get the 2 large sides of Macaroni and Cheese, I spoke with Gloria (a supervisor/manager whose name I had to ask, given that she was not wearing a name badge). Gloria immediately became combative and defensive without provocation. Despite the fact that I gave her the receipt from the order with the items I did not receive, and my name (which was taken when I called about the missing items), Gloria all but explicitly accused me of trying to rip her off for 2 large sides of Macaroni and Cheese. When Gloria went inside a room to look for my name written down, she was in there for an inordinate amount of time, and ultimately returned claiming she could not find my name. Gloria being in the room for an inordinate amount of time means that the El Pollo Loco location at 4290 E 4th St in Ontario is either seriously disorganized (and my name could have been in there, but momentarily unlocatable) or she could have found my name, but wanted to save face on how she had behaved (meaning she wanted to continue to appear justified in her behavior) and portray the appearance that she had looked for my name in earnest. Gloria tried to bargain with me in giving me only 1 large side of a Macaroni and Cheese, however I stated if that occurred I would initiate a dispute with the card issuer. Gloria had also attempted to deflect the onus onto me by stating that, since I did not have the name of the supervisor/manager I spoke with, in the future, despite the fact I had previously given my name and had the receipt, I needed to have the name of the supervisor/manager I spoke with, which was ironic, given that she, a supervisor/manager, was not even wearing a name badge, causing me to have to ask her what her name is. When I stated to Gloria that she sounded like the supervisor/manager I spoke with on the phone the evening I did not receive the items, she immediately said it was not her (without any hesitation or doubt in her mind), reacting in the manner of someone who is in denial that they did something they, in fact, did do. After claiming it was not her, Gloria looked at the receipt, and said it was not her. (I believe Gloria wanted to look at the receipt to see if there was anything on the receipt to identify her, as it is highly unlikely she would know off the top of her head whether she worked on a specific date and time that occurred a few months prior, especially since I was speaking to her on the same day of the week and time of evening as when I did not receive the items, and supervisors'/managers' schedules typically remain consistent when it comes to the days and times they work.) Gloria did ultimately give me 2 large orders of Macaroni and Cheese in exchange for my receipt, but not before going out of her way to essentially accuse me of theft. What Gloria was not made of aware of was the fact that the reason for my delay in returning to the location was the fact that I have been waiting for a while now to hear back from Jack Villalobos (Customer Experience Manager) at El Pollo Loco, Inc. in Costa Mesa (El Pollo Loco headquarters), regarding the (potentially intentionally) misleading Loco Rewards program. read more

Upon entering I had to stand at the counter before being greeted. David took my order, I paid and sat down. Saw my tostada salad being put in the bag so I approached the counter and was told they had no chicken tortilla soup- the manager came to the register and refunded my money. No explanation for "no soup". Got home and noticed my tostada was soft as it had been made and gotten soggy from sitting, the chicken was rubbery and the cilantro dressing was soupy. Extremely disappointed. I hope they improve on menu items- lack of communication for sure. I don't remember any chicken being grilled either. Only 3 people inside drive through was empty too. The dining area was nice and clean. read more

Super stingy with salsa. I ordered two quesadillas and a double chicken tostada salad. My bag had 1 creamy cilantro and two guacamole salsas. So I asked for two more guacamole salsas. The lady says I can give you one. I know they charge for extra Cilantro salsa but I just wanted the small guacamole salsa. Two just doesn't get it done for my order. read more

We arrived a few minutes before close. We were greeted as if it just opened our food arrived hot and the chicken was so so good and flavorful we dined in and weren't rushed they continued with their normal end of shift duties cleaning and breaking down condiment bar etc... thanks for a good fast food experience read more

El Pollo Loco - The Clean Up Crew - Mexican Near Me - Ontario, California

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I like the service at 4th street and Milliken Accross from Ontario Mills. Their service is fast and provides when asked for extra salsa. My beef is with the el pollo rewards program with how they now try to control when to spend your earned dollar rewards. They now have expiration date. The rewards are earned based on the dollar spent in your business! Why would you try to put expiration date on them ! That is absolutely whack! Your company already not allowing to combine to spend rewards along with coupon you offered us via app, which to me seemed another control whack situation! This is the only business that I know who try to control your rewards earned on the money you already spent on their business!!! read more

I don't know if they're short staff today or it was just super busy, but the team this evening hustled! My order was correct and actually really good. The team was spectacular. read more

as a regular, i almost always use the app to order for my lunch breaks, pickup via drive thru and it's so convenient. they very rarely make a mistake with my orders, and if anything is amiss, it's probably just short a salsa or two, or they didn't throw in napkins; nbd. friendly staff. definitely use the app so you can skip the line for when it's busy. read more

Honestly the best pollo loco in the I.E.!! Now I haven't tried them all but I have tried at least 12 different locations in the 6 years I've lived here and this spot NEVER disappoints. Idk what their secret is but I'm here for it. Coming from a Latina who knows good Mexican food and flavors, I would give this place two thumbs up for quality of food. read more

Today we receive very poor customer service from Jose Morales / Manager of this restaurant. We came to celebrate Father's Day lunch here and he took our order but he looked very impatient and with an attitude. We asked him about the one offer we had in our app and showed him the phone and he did not respond to our question...so we asked again if the avocado burrito in the app was a combo or by itself and he said "Whatever your phone says" and again a very bad attitude, he kept looking around...live bothered....he was rude to our 73yrs old mom while taking her order....I think that if someone doesn't want to be in a customer service position then he shouldn't because he kind of ruined our lunch. We decided to be respectful and said nothing to him, but it's not fair to receive that kind of attitude from someone that is supposed to give good customer service. read more

I had the most ghetto, unprofessional experience at this el pollo loco yesterday. I order a 2 piece white meat, well done. After waiting in the drive thru for 15 or 20 minutes, I finally arrived to the window. I was informed that my choice of sides were not available and without hesitation, I made a different selection. I waited another 10 minutes for the order to completed and I left the location. I got on the freeway and noticed that the food was not what I ordered. I returned to the location, drove back through the drivethru and informed the cashier of the error. I was told that I needed to pay an extra dollar because the order that I received cost less than the order that I placed. I explained that this was their error and after all of the inconvenience why should I pay an extra dollar. whomever I was speaking with said I could speak to the manager. Four cars ahead of me, when I made it to the window, I was greeted by the manager. I explained that I felt this was extremely poor customer service. And, Not only was I given the wrong order, the items that I ordered originally were not even available and it was a huge inconvenience for me to return to the location to fix their error. The manager (Natasha,Nataly) ask to see the receipt, she explained that I paid for the meal that I received and it didn't matter if that was not what I ordered. To fix their error, I needed to pay an extra dollar. I ask about my gas money, my time and the huge inconvenience for patronizing this location. The manager then said I could have walked inside and disputed the order. At that moment, I stopped the conversation (I have a knee injury and crutches were laying across my backseat). I asked for a refund and the number to the corporate office. Obviously, Nataly is not qualified to be a manager and has proven to be a liability to the company. and because of the mishandling of their error, you have lost a customer and potential revenue. read more

This location is easy access and service has been consistently good. Everything I have tried here has been good and feels like a somewhat healthy option. The guacamole is fresh A++. The chips are light and fluffy. The chicken is flavorful. Good family meal deals too. read more

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Paid salad for 10$ but didn't give me salsa or sauce...and they put sour cream on top of my salad not even 1 tablespoons...very stingy...chicken is burn also... read more

Food was 30 min late and I ordered online prior. I just ordered a chicken bowl but got no service or update once I checked in with the cashier read more

This El Pollo Loco stays busy, so chances are you will get fresh chicken when you eat here. The helpings are a nice size and the chicken is juicy. I usually only eat here when I have a coupon, just because I like saving money whenever/where ever I can. I asked the cashier if I could use my rewards to pay for my meal, being that I'm using a coupon, and she tells me "Yes!". As I turn my phone around for her to scan it, she then tells me "Its either the rewards or the coupon". I told her, "I just asked you that, and you told me YES!". Luckily, I didn't lose my rewards and they were credited back to my account. read more

El Pollo Loco - Taco al carbon.....about to make 2 tacos with this - Mexican Near Me - Ontario, California

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All I can say is YUM!! At 5pm everything was piping hot right off the grill. The best!! All u chicken people ... I know what I mean. The beans and rice are always spot on. The Mango Avo salad with green goddess dressing wow. Man even the bathrooms were clean and smelled good!! read more

El Pollo Loco - &20 8 Piece Chicken Meal dark! - Mexican Near Me - Ontario, California

I love El Pollo Loco's menu. Very amazing selection of dishes and sides. I love their reward system and the deals they offer. And most importantly how delicious and fresh the food generally is. However, I don't know what's been going on with this specific location. At first I thought maybe they're training new staff, but now it's been roughly 2 months and 6 orders within these two months that there's always something wrong. When we place an order for a bowl or a salad, normally the ones we get come with the creamy cilantro, usually 1 container per salad. Today they didn't even give us one for either of the bowl or salad. Not to mention we got the 16 piece meal deal along with the bowl and salad.. that should have easily come with the cilantro dressing, at least 3-4 of them. Prior to today, we've ordered a mixed 12 piece meal, mixed because due to my strict diet, I can't eat fatty chicken, like thighs and drums.. I can only eat skinless chicken breast. And they messed up that order as well.. we paid extra for the mix and still didn't get chicken breast. Order before that, we asked for flour tortilla, we always do, instead they gave us corn. Corn tortilla's texture just tears easily. It's just not a viable option to make little tacos or mini burritos with. Order before that, they gave us the wrong sides. We asked for two pinto and one corn. They gave us two corn and one pinto. Order before that, we asked for extra creamy cilantro both in the mobile app order and when I arrived at the window to pick up the food, they said they added the extra creamy cilantro, they gave us NONE. Order before that, we ordered an 8 piece MIXED meal. They gave us ONE chicken breast. And two sides of rice when it was supposed to be two sides of pinto. I don't understand what the hell is the problem with this place. The mobile orders fail. The drive thru orders fail. It's hopeless. We've lost quite a few dollars from ordering at this location and normally I don't care to mention money, it's all about the principle but cot damn, man! Who the hell is training these people? Where is the quality check? Who is failing to read mobile orders? Who is failing to understand English? Who is failing to train these people to not deceive their customers? Why are these employees lying to their customers about petty ass CREAMY CILANTRO DRESSING?!?!?! It's just a dressing. No one is taking money directly from the employees! With that said, I'm no longer going to this location for our food. The food is great in general, no doubt. The employees on the other hand have caused to lose a weekly customer at that location. I hope the GM sees this review and re-evaluates who is their quality staff members and who aren't. And that's why this location gets 1 Star. My patience with this place is dismal. read more