El Pollo Loco

We order from here at least 2x a week and the last few times we've ordered the chicken is burnt and not hardly anything edible on thighs or legs. Always something missing from order once arrive home to realize it. The one in denton tx is getting bad. Wish we had another location close by cause we love the food.

I usually don't leave bad reviews, but I'd be doing you all a disservice if I didn't tell you how HORRIBLE this place is. It all began right as we pulled up to the drive thru window. The young lady asked us to give her our entire order all over again. First world problem? Fine, sure... We're asked to pull up which we knew would happen because of the size of our order. We sat idling (gas is $4 a gallon so.....) for 30 minutes waiting for our food. A young lady comes out confused as heck looking for whoever the food she was carrying belonged to because I guess that information wasn't passed along. Okay, fair enough... She runs back inside and comes out 5 minutes later with the same bag, "here you go". We look inside the bag and we're missing about HALF our order, to which the young lady shrugged and left. After discussing our options we decided to get a refund. I walk inside and recite my ENTIRE order once again to get my refund. Why do you ask? Because apparently giving out receipts has been an issue in the past with other reviewers. What I found baffling was that it wasn't even that busy 😐 So my refund was processed, which I made sure they gave me a receipt of. We weren't even offered an apology by anyone for the sheer inconvenience. Hell, the manager (or whoever it was that was helping the cashier do her job) didn't even acknowledge me or the issue at hand. I guess I won't much blame the staff because they're probably getting paid next to nothing, so why be motivated? My $66.75 will be better spent elsewhere. I would suggest you avoid this place AT ALL COSTS. [[EDIT]] We drove down the parking lot a little and ate at Dairy Queen instead. Our food was brought out as soon as it was ready, the young lady thanked us, and apologized for the wait. Now THAT'S service 🖤

UPDATE: 9.3.21 I returned to the store drive thru and explained my order. The on duty manager, immediately recognized the error and corrected it on the spot. She explained to me how the error was made, which I understood- we all make mistakes and sometimes the hardest part is admitting it. She was super kind and made me a fresh bowl and chips. I’m super happy that my first Denton fast food meal was made right. I chose el Pollo Loco because they are all over Cali and always serve great food, and of course the service. To management below, thank you for responding and willing to rectify the matter, but the on-site store manager took care of it. ***disclaimer - I didn’t have time to post an after pic, bc I had to eat the meal in the car, but it was made right 🤤 I just left the el pollo loco store on University in Denton and my order is wrong. Kenya was the employee who took my order and payment. When I pulled to the window, she asked me if I wanted the puck sauce and I said no, I’m allergic to tomatoes and it sauces. I heard her tell the person making the bowl he had to make it over because I was allergic. I drive back to the office to enjoy a sit down lunch and couldn’t. I immediately called the store and got an automated voice, pressed option 4 to speak with the store and it goes to a busy sound and then hangs up. I called six times- same out come. Now I have to go back to this location to get the meal done right. I’m really upset because it’s a hassle to not only deal with campus parking, university traffic, but now I will not get my last break because of this mistake. 3 stars because Kenya was nice and she did tell him/her to make the bowl without pico, and the sweet rasberry tea was really good 😊 Be prepared for traffic in all directions; it’s hard to get in and out during lunch hours — 11am-2pm

My husband and I dined there this afternoon and this will definitely become one of our return eateries...food was delicious, very well seasoned and we could definitely stay within our calorie count. Just wish I could prepare pollo the way they do!!!. The staff was very courteous and friendly. Thanks again for a very nice meal.

Me and my husband love eating at El Pollo Loco in Denton! The food is always good and the employees are very friendly. The manager Angie is awesome!!!! She goes out of her way to make the Chicken Cesar bowl for me. It’s not even on the menu anymore and it’s my favorite. Gosh I wish they would bring it back! Thank you Angie for making my visit to your location special!!!