El Pollo Loco - Loco Rewards

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.

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.

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 !!!!!