Reviews for El Pollo Loco in Denton, TX
The rating is not indicative of food. For fast food, the food ranks quite highly. The issue is the service is severely lacking.... Multiple times when visiting (only used drive-thru) we have run into communication issues. Where they assume after a single itemis ordered that will complete the order. Other times being them not repeating the order back to us without us as the consumerneeding to prompt that transaction. Then once we are going through the order, not everything will be present on the order(because they never entered it into the system). Then once those items are added, and you are re-affirming the assumed correctorder, they may not list every item on the order (so you assume they missed the item). This has done 3-4x in order to get right,which is frustrating. All of this could easily be avoided if they employed a screen there where you order. Finally, once youreceive the actual order, it may not be correct. Example being we asked for no cilantro and no onion on a certain item. We endedup with EXTRA cilantro and onion. So overall the food is a good overall quality, but the staff working there leave a lot to bedesired (which more than likely isn?t there fault. But probably related to proper training). Read more
The burritos were ok. They don't seem to own knives or markers here. The only burrito on the kids menu is beans/rice/cheese so... we ordered 5 chicken burritos for our kids and asked that one be cut in half (so our youngest two kids could share it. No waythey could eat the whole thing). Gal at the drive thru said they can't cut burritos in half. They could give us plastic knives.Ok. I order one more nicer burrito for my husband and I to share. Lady is nice she takes the money then directs us to pullforward to wait. We had to wait about 10min for the order to come out and when we got it none of the burritos were marked. I cutinto all six to find the nicer one for my husband and I but they all looked the same. I don't know if we weren't given that oneor if one of the kids got it. The one we ate was not great but ok. All the burritos had hard slices of unripe avocado in them. Read more
I am a regular customer at this location, and I?m always greeted by Lavonte and the rest of the crew. They make me feel very... welcomed. Angie, the general manager, always comes out to greet me and make sure my order is up to par. She also seeminglytreats her employees with respect, and isn?t afraid to get work done alongside of them. Thank you Pollo Loco in Denton! Andalways, put my cilantro and onions on the side! Read more
The chicken tasted somewhat overcooked or dry in taste. But to be fair the seasoning was pretty good. The rice and beans filled... my stomach up. Not a bad place to eat,just don?t overcook the chicken and it should retain its natural moisture. Place was cleanand the staff was pleasant. Read more
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 satidling (gas is $4 a gallon so.....) for 30 minutes waiting for our food. A young lady comes out confused as heck looking forwhoever the food she was carrying belonged to because I guess that information wasn't passed along. Okay, fair enough... Sheruns back inside and comes out 5 minutes later with the same bag, "here you go". We look inside the bag and we're missing aboutHALF our order, to which the young lady shrugged and left. After discussing our options we decided to get a refund. I walkinside and recite my ENTIRE order once again to get my refund. Why do you ask? Because apparently giving out receipts has beenan issue in the past with other reviewers. What I found baffling was that it wasn't even that busy ???? So my refund wasprocessed, which I made sure they gave me a receipt of. We weren't even offered an apology by anyone for the sheerinconvenience. Hell, the manager (or whoever it was that was helping the cashier do her job) didn't even acknowledge me or theissue at hand. I guess I won't much blame the staff because they're probably getting paid next to nothing, so why bemotivated? My $66.75 will be better spent elsewhere. I would suggest you avoid this place AT ALL COSTS. [[EDIT]] We drovedown the parking lot a little and ate at Dairy Queen instead. Our food was brought out as soon as it was ready, the young ladythanked us, and apologized for the wait. Now THAT'S service ???? Read more
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. Wishwe had another location close by cause we love the food. Read more
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 andsometimes the hardest part is admitting it. She was super kind and made me a fresh bowl and chips. I?m super happy that myfirst 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-sitestore 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 theemployee 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?mallergic to tomatoes and it sauces. I heard her tell the person making the bowl he had to make it over because I was allergic. Idrive 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. NowI 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 withcampus parking, university traffic, but now I will not get my last break because of this mistake. 3 stars because Kenya wasnice and she did tell him/her to make the bowl without pico, and the sweet rasberry tea was really good ???? Be prepared fortraffic in all directions; it?s hard to get in and out during lunch hours ? 11am-2pm Read more
I get it that things get busy in fast food so things take a little longer. But something has got to give with how things go down... here in the evenings or this prime location is not going to make it. Last time we went through the drive through?badexperience-pulled us up, long wait, missing items and had to go back in twice. This time, placed an online order before drivingto the restaurant. It took extra 20 minutes PAST the projected time to be ready. Others came and went. By the time I gotwhatever we were waiting on, the rest of the food was pretty cold or lukewarm and the drinks were getting watered down. I stilldon?t know what happened bc nobody communicated. All three burrito wrappers weren?t marked so we had to open them all up tohand them out. Fix this please! If there?s a problem with an order, communicate! A quick ?hey we are waiting on x and yourorder will be right out?. Apologize for the wait and even say ?thank you?. They do not do that here. I?m sure that?s not howit?s supposed to be. I love the food. It?s always been very good, and I?m sad to say but I can?t take the bad customer serviceanymore. Too many options close by. Read more