I understand why this location had only 3 stars. I love Juan Pollo, at least I did before the experience I just had. I ordered a family meal with 3 chickens, 3 x-large sides, salsa, and tortillas. I prefer white meat, so I had a breast and wing, still attached. They didn't bother cutting it into individual pieces. The meat was so dry it felt like I was eating sand. I had to drink something to swallow. Salsa bland, the rice was plain white rice. Instead of rice with chopped chicken and veggies, that I'm use to getting and what was advertised. Just so disappointed with my order. I can recommend people to eat here. read more

"Your most UNHAPPY customers are your greatest source of learning," so after today's POOR dining experience, I am obliged as per Bill Gates to play the role of teacher to Juan Pollo store #22 and their representatives, Veronica and Maria (owner). Despite the outdated dining accommodations, and sometimes questionable restroom cleanliness, my family and I have dined here previously because the food (chicken, tortillas, salsa, rice, and potato salad) is consistently tasty and satisfying. Customer service has never been stellar, however, as interactions are minimal, it has been acceptable. Our experience today was MOST DISAPPOINTING. The family enjoyed our go-to meal - two 1/2 chicken combos, all dark meat, rice, potato salad, salsa, and tortillas. The kids enjoyed the meal so much, hubs ordered a 1/2 chicken, all dark meat, a la carte (comes with tortillas and salsa), and the cashier rang him up with no hesitation. Upon receipt of the chicken, there was white meat, so hubs kindly reminded the cashier and staff (Veronica), of our request for dark meat. He even showed them the receipt (see pic). Veronica stated, "it's a CORPORATE POLICY that we can not give you all dark meat if it's not a combo." Hubs asked why he was rung up without any issues, to which she could not respond differently, and just restated the "policy". Hubs was frustrated with the circumstances, so we asked for our money back and just cancelled the order. It is most unfortunate that what began as a pleasant dining experience was turned SOUR by Veronica's unpleasant tone and need to cite (not once, but twice) CORPORATE policy with blatant disregard for the ill-effects of her actions on CUSTOMER satisfaction. As the leader of the team, Veronica might have considered owning her team's mistake, fulfilling our order to resolve the issue, and using the experience as a teaching moment for her cashier on corporate policy and conflict resolution to avoid the same fate with future customers. Sadly, the owner, Maria, demonstrated similar inflexibility on the telephone, referred to corporate policy several times, and did not provide resolution for the conflict and her unhappy customers. She shared that my efforts in seeking a resolution with Juan Pollo corporate would likely fail, as they will just "say the same thing" and quote policy. An email is going out to corporate today, and this review will be updated as necessary. So students, here is the lesson: know the rules, and know when to bend them. When in customer service, there is but one boss - the customer. "The customer can fire everybody in the company... simply by choosing to spend money elsewhere." Never again at store #22, perhaps another try in the Fontana or Ontario locations. read more

See all

Once you try JP, you'll never go to El Pollo Loco again!!! The chicken is SOOOO good! Flame broiled, but the skin and meat is juicy and flavorful! There are all sorts of specials and combos, but we usually end up getting a whole chicken on the buy one get one free day. It comes with 2 dozen tortillas (corn or flour- your choice!) and salsa. (The salsa is a fresh pico de gallo type- the hot is pretty spicy, so skip it if you have kids!) I know potato salad sounds totally bizarre, but it's a MUST! Along with the rice- it's got pieces of chicken, green onions, and tons of flavor! The beans are basically cooked pintos in water- NO flavor! A great, healthy dinner for the famliy, and everyone is really friendly! read more

New Upland location is not good. I've tried to buy food here 2 times since the move and it's a downgrade for sure. I avoid this location now and go all the way down to south Ontario to get my chicken. read more

First thing I heard walking into the restaurant was the two employees gossiping about some drama while trying to make food. First thing I saw was plenty of dirty tables that weren't cleaned before other people wanted to use them. We ordered our food and after trying the food, it was not that good and I found a lot of bones in my meal. I had almost swallowed them.. I couldn't finish my meal because it was so dry and flavorless. I won't go back here.. read more

Worst Juan pollo ever, first was very bad customer service, it seems that being nice is not apart of there business, I got my food, no utensils, napkins or extra sauce I requested, the flour tortillas was hard and the rice was nasty af. Do not go to this place you will be wasting your money. Trash location read more

I usually order a chicken to go with beans, rice, and their potato salad as sides. They offer promos you can receive via text by signing up. The servings are always good along with the freshness and food temperature. Recently ordered a larger catering order and was happy with all the well served main cut up chicken and sides. Flavorful and a nice option when you don't want to cook for an event. read more

The chicken was good but the rice and potato salad recipe has obviously changed. Very disappointing as I have always loved the rice and potato salad. The rice seemed to be more beef flavored and brown looking. The potato salad was tangy. I'm not sure why they would change the recipes but they have definitely changed since the move to 9th street. read more

First time trying this place and Found a couple pieces of hair baked on my chicken i didn't even finish the meal. read more

Juan Pollo - Hair in food - Mexican Near Me - Upland, California

Personnel are pleasantt, courteous and patient. Food is wonderful . The staff maintains health code standards. I absolutely love Juan Pollo.

Love the food here so good always fresh must have at least twice weekly especially after the gym

So disappointed by this JP location. Have been there exactly three times. The first time there was hair in my food, that put me off for years. The second time, I ordered potato salad to go, an easy - no brainer order. The third time, I ordered an XL potato salad and XL beans to go. This was to be a contribution to dinner at a friend's house. When I put the food out I discovered that they gave me rice instead of potato salad. Not even close. While the rice was good, it was not what I ordered. I guess I'm going to have to go to a different location for future orders. read more

Juan Pollo - Mexican Near Me - Upland, California

Listen this is hands down one of the best chicken places around. I don't care what the other reviews say. I know food and this place is very underrated. Don't think about it and just come eat here. And there prices are actually very fair, especially with what's going on with the economy right now and everything is expensive. But this place still has the best bang for your buck. I usually get the family meal. It comes with 2 whole chickens and 3 large sides. All the side are good but I usually get beans, rice and potato salad. I would definitely recommend this place to anyone that I know and I always do. read more

I was there at opening on Easter Sunday. They looked like they were going to have a busy day. Phones ringing. The few minutes I was there to buy the best potato salad ever ... I witnessed great customer service from the gentlemen working there. They were very patient and so nice. Things looked like they changed a bit ... customer service was spot on! Thank you!! read more

I've been coming to this Juan Pollo ever since they opened, I've always loved the chicken but yesterday my husband bought two chickens and and they were too dry and they don't have the special they used to have on Wednesdays the two chickens special, so now they're very pricey and the quality of the chicken wasn't good at all. What a disappointment read more

Although I love the chicken and the sides the service lately has been horrible. I was there on 3/17 around 6:15. There were two customers who had already ordered. A you g man saw me and smother customer standing at the counter. The customer asked if he good in the pass through was hers and he said no and dhe stepped away. The you g man saw me standing there and did not acknowledge me. I waited another few minutes and he again looked at me and said nothing and did not think to take my order so I left extremely disappointed and I'll most likely not return. read more

Food was a B+, Service was ok, take home if I was you. Tables where dirty and sticky, weird smell, can't describe it?

There mini family meal had 4 pieces of chicken however the advertisements is a whole chicken. It's misleading not the same as the pictures they are advertising. Best bet to get two family pack order to feed any family of 4. Also love sassy mouth girls in the store. Won't be going there anymore for sure. read more

I ordered two full chickens and ended up having to wait nearly 25 minutes and ended up being the only reason I gave them 4 stars instead of 5. The chicken is so juicy and flavorful, and they give you your choice of corn or flour tortillas on the side and hot and mild sauce to make mini soft tacos. They have great flan and rice pudding. The staff is friendly and welcoming and this Juan Pollo was very clean, just wish it didn't take so long to get my chicken. read more

See all

Extremely disappointed with this location. We've been buying Juan Pollo for over 10 years, great service especially the food. But this location needs some serious personal changes. The only person actually doing their job was the cook. Chicken chopped, ready to go; but the girls getting the salsa, sided and tortillas seemed to be more interested in gossip. I'm a Juan Pollo fan but this location sucks. read more

I went to the Upland Juan Pollo on Euclid and Foothill with a coupon for two chickens for $21.99. I placed my order and was told my total. It seemed much higher including and factoring the tax. When I asked why it was so much more the cashier informed me that they wouldn't honor the coupon for no other reason than the owner had instructed employees not to accept them as is because they were misprinted. The cashier charged me the regular price minus some arbitrary "discount". She also said Juan Pollo has a policy of "prices subject to change" at any given time. I was not upset at the cashier but l did let her know that they were obligated to inform the public, minimally at time of placing an order. I will never, ever patronize a Juan Pollo and will make sure that none of my family and friends do either. read more

Lady at the register giving us attitude and rolling her eyes because she got our order wrong and tables all dirty I would even give them a 1 star read more

My granddaughter, loves the rice but was very disappointed the rice I received on my order was very dry and burnt it the last of the pan left over read more

Ok I don't know where to start this location needs to be shut down. Very unprofessional manger and daughter. My fiancé and I we were in line and saw a big ass eat run Across the floor. Everyone jumped on the tables and they did not want to give out money back they wanted to say that they already made the food. Very bad customer service. Do not eat here. I am calling the health department to let them know. That they have rats and they are still severing food. read more

I have been coming to this Juan Pollo for more than 10 years now. Their prices are fantastic for the amount of food you receive. Everything tastes great (except for their salsa - I think the salsa is HORRIBLE here). I have never experienced any kind of rude or bad service but have watched them help customers with the line going out the door. I'm a fan and will continue to frequent this location. read more

See all

The Chicken was BBQ'ed well, however my issue wasn't necessarily with the method of how the chicken was cooked, but rather the quality of the chicken itself. I enjoyed the flavor of the chicken, however, the chicken was very dry and flaky, as opposed to being deliciously moist and tender. I'm not sure if this is the case with their other chicken, or if I just happen to get a chicken that was dry. Ordering a whole chicken that cost $10.99 on a Wednesday, I wasn't necessarily sure if I wanted to get the two whole Chicken special for $13.99 + tax, since I was already somewhat full. But, I'll say it was definitely a decent price. Further, each entree came with some tortillas (corn or flour), and a side of salsa. In all honestly, the taste of the salsa didn't resonate with me and didn't elevate the chicken in any meaningful way. Lastly, I also had the Chicken Bowl, with the shredded chicken and pinto beans w/rice. The chicken had similar problems with the whole chicken, being quite dry. Personally, I think the rice would have elevated the dish to another level if the rice were infused with a bit of lime, rather than just being plain and slightly soggy. That being so, that also lessened the flavor of the pinto beans. I love the BBQ flavor of the chicken, however, I think the chicken can be of a higher quality to take this place to the next level. Juan Pollo offers Jamaica and other Agua Fresca options. read more

What's up? You guys used to be so delicious; the chicken was juicy & flavorful and omg the potato salad WAS to die for. Just bought a meal and everything was mediocre. Lacked flavor & the chicken was a bit dry too. I swore off the Industry location as that was awful but Upland, I'm surprised with my disappointment. read more

Come on guys it was 5:15 you didn't have chicken ready for 35 mins and out of potato salad... every time in the last 5 trips to this store they were rude and full of excuses. read more

I like my juan pollo when I either dont want to drive 2 more blocks to pollo loco lol or when I'm just craving I period. My chicken has always been tender and everything has tasted good, so no complaints really other than sometimes the workers can seem mug and miserable lol and aim it to you /: read more

I have only seen the quality of food and their employees drop over the years. They don't clean their restaurant and their food compared to other locations is sub-par. I tried to give them the benefit of the doubt but after 4 negative experiences in a row I will not return. They never get the order right and they take forever to prepare a meal. Even when it isn't busy! They treat customers as an inconvenience and don't even listen to peoples orders correctly. Check your bag BEFORE you walk out the door!! Make sure your rice isn't just plain white rice and make sure they gave you the right sides. read more

Chicken is good but what happened to the potato salad? There use to be black olives , carrots and tops of green onions in it and now it tastes bland. read more

Restaurant is run-down. The front desk has so many disclaimers, some are hand written, others printed, they just don't look professional. "No bills over $20" "no shirt, no Shoes, no service", "You are on Camera", ".50 cents drink refills for dine in customers only", & coupon disclaimers for family meals..... They also have polo shirts for sale, that was weird. With all the signs stoping you at the front door, you don't know what to look at. My food was served on a old moldy grey food tray, yuck!! I should have left after that, but I didn't. This restaurant needs a major overhaul. If your going to have their food, your best bet is "TO GO!" And the chicken is just average, nothing out of this world. & don't expect customer service --hint-- the disclaimers. read more

Juan Pollo - This is a chicken quesadilla. Not enough cheese, chicken was okay. Over all I didn't like my food. - Mexican Near Me - Upland, California

See all

The food is delicious, but they are not organized with their order. I placed an order to be ready for 12:30 and the order was not ready when I arrived. I waited for at least 20 minted in line. The cashier said it won't be ready for 30 minutes, but could take longer. The entire restaurant was full of people who had placed their order days before and had been waiting for over an hour. I would not buy food here during a holiday especially if you need it for a certain time. I have to say my Easter lunch was ruined. read more

I am so disappointed :( I received a coupon in a mail a few days ago and a nice young man at the counter said they are not allowed to honor their own coupon. Won't be back. read more

Kindest of folks work at this location. Awesome customer service. Saw one guy help an older man with his order and the man was frail so they carried his bag and walked with him to his car. read more

I went here today and ordered a mini pack with potato salad and rice. The chicken was old and dry like it was just sitting there and the potato salad was Just mayonnaise and potato , when I called to inform the restaurant how disappointed I was the manager said to bring the food back mind you it's raining super hard outside and we're already dealing with the covid-19 virus so going outside in the first place is risky she said there was nothing she could do , no credit or replace the food at a later date or anything. Don't go here if you care about eating good food read more

Juan Pollo - Potato salad ?? I just see mayonnaise and potato - Mexican Near Me - Upland, California

Just got home with my order and almost everything was terrible. The salad was brown and soggy. I asked for beans and received rice and the Diet Pepsi I asked for was regular. The chicken was the only thing good in my order. I should of just threw away my $20 in the trash. I understand there is a pandemic going on but you have one job and that's to make sure you are serving good food and the correct items. If you have time to joke around behind the counter the least you could do is make sure you are serving decent food. It's sad to say I will not come to this Juan Pollo location ever again. read more

Been coming here for years. I buy food for our office weekly. I placed an order today and came back to the office and had no tortillas. I call back in hopes for some compensation for driving all the way back for tortillas that they forgot and with these crazy high gas prices. All they said they were going to do was give me my tortillas . Like wait ....I have to waste my gas to drive 30min back to Juan pollo to get something I paid for. And I'm not even offered a drink , or a side, or a chicken meal nothing. I'm sorry but I'll never be returning to this place again. And I don't suggest it to anyone else because the principal here...business are getting desperate and there customer service is reflected by it. read more

So very dissatisfied! Had the tacos and found huge bones! My kids could have swallowed one! Will not be going back...

I've eaten here twice the food is phenomenal the potato salad the chicken is great, good customer service