El Pollo Loco - Loco Rewards Negative Reviews

El Pollo Loco - Loco Rewards App Complaints & User Negative Comments 2024

El Pollo Loco - Loco Rewards app received 32 complaints, negative comments and reviews by users. Have you ever had a bad experience using El Pollo Loco - Loco Rewards? Can you share your negative thoughts about el pollo loco - loco rewards?

El Pollo Loco - Loco Rewards for Negative User Reviews

✓ AwfulNot only did you guys change the method of redeem points (taking it off the receipt as well) but now I can’t login through Facebook to get my points. I’m so tired of you guys ruining your own customer service experience. You’ve taken nearly every good thing off the menu, robbed me of the money and points I have saved for so long, have severe attitudes when we go to pick up food, take hours to make a meal that should take a few minutes, forget food constantly, and now shut my account out so I can’t even use it… just plain awful. I’m so tired of El Pollo Loco. What a huge waste of money. You guys use to be so good too….Illwey1Version: 3.3.1

✓ Denver locals beware!!The Denver location does NOT have the same items as the app, and the app doesn’t let you know this in any way. I bought an overstuffed quesadilla on the app before getting there, but when I arrived (AFTER payment of course), I was told they no longer have the overstuffed quesadillas. The app won’t let you just cancel an order, but gives you the locations number to call, which of course isn't set up yet. I was told to speak to a manager and was told she has to email someone for me to get a refund, which I wouldn’t get for 7-9 business days FOR THE FOOD I NEVER RECEIVED. NOT worth your time or money, or the space on your phone..Kitty shipperVersion: 2.17

✓ UnacceptableI spent my money to receive food. I don’t give away my hard earned money for free. I ordered delivery throughly the app it stated it was going to be ready at a certain time. Once I placed the order I didn’t receive a text or an email so that I’m able to check the progress of my order. You can’t even see it through the app either. An hour passes by and I check the app again to see if there’s a way that I can see the progress of my order. I then see that my order went from “in progress” to “completed”. This is absolutely unacceptable and needs to be fixed. As of now I am waiting for my refund and I will be deleting this app soon after..AlohavanessaVersion: 3.2.7

✓ Continually DisappointsI’ve only successfully completed orders via this app about 40% of the time. I usually abandon and visit another quick service restaurant. Looks like today will be no different! Offers specials and invites users to “Order Now with Offer,” only to lead the user through the full order process and: - Shows no indication of whether/how the offer is being applied - ends with “…location is currently closed or your order cannot be processed, prior to close” at 2:30pm on a Friday! Reattempting order, but specifying pickup instead of curbside allows order to proceed (indicating issue was simply that location does not offer curbside delivery, at this time), yet “Apply Offers” at payment stage errors out, stating “Your selected reward is not valid for this order,” when selecting “Free large drink with purchase of any overstuffed quesadilla” for an order of “Shredded beef avocado quesadilla” — how can a reward worded, as described, not qualify? Why does El Pollo loco hate its customers, so?.IlDavoVersion: 2.16

✓ Very basic & unhelpful appYou can tell that this app was created “just” for use during the pandemic. Unlike other populate fast food restaurants, this app doesn’t offer a few very simple and important features. Such as: an option to place an order and then pay in store, a simple feature that allows you to put any items on the side, and (MOST IMPORTANT) it doesn't offer any of the coupons that we get in the mail?!? For example, McDonald’s offers all of their digital coupons & physical mail coupons in their app. The El pollo loco app doesn’t offer any of their physical coupons!?! It has a section for “deals” but it’s always empty. They try to encourage you to use their digital app for orders, by creating challenges and digital rewards, but you have to pay full price! They don’t offer the same digital deals as their paper coupons?!? Why not? It doesn’t make any sense to try and convince me to use your app more but then have to rely on mailers to find physical coupons that I can’t even apply with the app?!? I have to redeem those coupons in store?!? This app is very basic..NhuvalkVersion: 2.11

✓ It’s better than it used to be.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..Tomatoes freakVersion: 3.2.9

✓ Broken App. Location Data not Accessible.The standard, “[App] wants to use your location data” iOS pop-up didn’t show up, so I went into settings to manually allow Loco Rewards access to my location...but the options don’t exist like they’re not coded in. I downloaded the app for the first time ever, created an account and signed in. Then a yellow pop-up explaining location data use showed up with a blue “search now” button on it. This button doesn’t work, bc the app doesn’t actually ask for the location data critical for the app to work. This button does blocks all forward progress forever. Delete/Redownload did nothing. So, with a heavy heart, my path to chicken goodness ends in disappointment. 1/5*.Meryl89Version: 2.9

✓ No Es BuenoI have given the app a fair chance, using it several times over weeks. It just doesn’t work. The staff have been given no training and stare at you blankly, every time. In my experience they are on able to give you credit without making you scan the receipt, and the majority of times. I redeemed a $10 credit, and after waiting 20 minutes and asking the entire order was missing. There was no record of it even in the cash register. I decided to use it one last time to redeem a digital coupon for a free entrée. But the app was unwieldy to use at the drive-through window, everybody waiting. I am technically savvy. But the app just wouldn’t work, and staff had no idea how to help me. I ended up just driving away. So I’m deleting the app. Which is unfortunate in an age when apps and digital formats are so important for the success of the company like this..KaaBooooomVersion: 2.1.2

✓ App is useless as orders are constantly canceledI have continually had my orders canceled right before pick up. As in if my 4 orders, only one was not canceled when I got there supposedly due to no having any breasts or wings. Tonight at 7:45 pm, I ordered one & half chickens plus a number of sides to be picked up at 8:30 pm. At 8:27 pm as I was close to the restaurant, I received the message my order was canceled!! Then I was asked if I wanted to re-order which I did. I waited in the parking lot for about 5 minutes before pulling into the drive they. After giving my name, she told me they were out of “mixed” meaning breasts & wings. Interestingly, the order was not canceled by them but left in progress. This has happened twice before. Why aren’t your people reserving the breast & wings for orders or making more? I’m tired of driving all the way to the store only to have my order canceled!!! I don’t even bother or care about points. By the way, I’ve stopped by this El pollo loco and found them out of breasts & wings at 7:30 pm. This is the Monterey & Dinah Shore location in Rancho Mirage, CA..MeevalerieVersion: 2.14

✓ UX designers need refresher coursesApp is aesthetically pleasing and for the most part, works as it should. However, some frustrating things for users: 1. If I choose an offer but then change my mind to use a different offer, I can’t because the original offer is treated as if it was already used when it wasn’t. This is happening with my welcome offers. 2. If I decide to order mobile and want to use an offer/coupon but then change to redeem in-store or vice versa, same issue happens and offer is treated as already used. 3. Scanning offers at the register doesn’t automatically record the entire order for points. I *think* you have to scan separately, but that can be rolled into one to be less confusing. 4. Customization options are extremely limited. Want to add queso dip to your burrito? Better order at the register. You can order a cup of sour cream but you can’t order queso dip. Have to do that at the register. 5. If there is a way to upload a receipt for points, I don’t see it and I’ve looked. Either add it or make it easier to find..SephirahVersion: 3.2.7

✓ Can’t upload points. Time to find new businessI went to get food for my fam Angeles was deciding where to go. Pollo loco or chipotle. I decided which pollo loco because how easy it is to scan your reward from drive thru after you get your receipt. I don’t like the idea of giving my phone to the drive thru personal to scan for rewards or pay as some pollo loco locations do that. So I went to pollo loco dropped about 40$ off food only to find out the new update u can’t upload your purchase anymore for rewards. Had I knows I would have take my business somewhere else. Hate that part of the update. And ur staff at drive thru Arnt that helpful when it comes to questions about how to get the points. Guess chipotle it will be..The High EvolutionaryVersion: 3.2.3

✓ Nonexistent Customer SupportHorrible nonexistent customer support. Used it twice for delivery and the first time I was missing an item from my order. There is absolutely no customer support you can contact for help. The website simply hands your order to the franchise store and an available local delivery company. This part is exactly where it breaks down. On my second order, I noticed a delivery company was never assigned. My order got stuck in “order received” and an estimated arrival time. When it past the arrival, the app assumes it was delivered and charges you immediately. Called the store and there’s nothing they can do as they simply get the orders from the site and a delivery company comes to pick it up. Will be disputing the charge with my CC company..TrinketoVersion: 2.2.2

✓ It has improved a lot but it needs more.The app has improved but there is still more that needs to be done, especially in the “delivery” function. It tells you a “when” but that when is a very grey area that has resulted in me missing orders or standing outside for nearly an hour waiting on my meal. A better connection between this app and DoorDash is needed. The only way to track the order is through the website not the app, and the website is laughable at best in terms of tracking. Also a way to tell notes to the delivery people is very much needed..Nevada MVersion: 2.2.1

✓ Few IssuesI used to work here. Some locations say closed whenever they are open. When you tell them about it, they just apologize without moving an inch to fix anything. There are constant issues about using in-store codes. They don’t let you scan receipts for rewards, so you lose out on points and they win out a few extra bucks from your pocket. Some locations don’t refrigerate their tortillas when the packaging clearly says to. I found mold on them many times when packing, and the manager just told me to throw the moldy ones out and keep packing from the same box. Ew!.TheDanMan7Version: 3.3.2

✓ I hate this appI loooove el pollo loco food so I decided to get the app to get points and some deals ! Waist of time some how every time I am home the app works fine then I get near any el pollo loco restaurant and the server can not be found and doesn’t work I’ve attempted to use it at several different restaurant and it always happens. I have many food apps and this one is the only one that’s does it . Not only that I decided to wait to get home to start inputting my recipes and I had a 2 day old recipe and it wouldn’t input it cuz it said it was to old I was soooooo annoyed it’s only 2 days old. I have now deleted the app and won’t probably go to el pollo loco as much because I have other apps that’s get me better deals !!!!!!.Vickyc88Version: 2.1.2

✓ Insanely terribleYou see what REAL developers make, and then you see this and think..... they didnt just get different degrees from different schools... they majored different subjects. You would be terribly surprised how many times I’ve placed an order on the app had my money taken from my bank then showing up to the Pollo loco and it’s closed or somehow missing the one thing they need chicken it’s a very predictable occurrence that’s how common it is and that’s disgusting why wouldn’t you let us know you have a shortage Chick-fil-A app does it? Sometimes the transaction doesn’t even go through which then causes it to erase my card and makes me re-added and God for bid you want to change your location because you have to redo your entire order and now you can save specific orders to be ordered in different locations you can only save specific orders in specific locations because who knows ask the developers.GxF4TruthVersion: 2.10

✓ App needs work - add Apple Pay!In general I’ve used this new version of the app to order and claim rewards successfully, but not as easily as it should be - it needs work! Please add option to pay with Apple Pay! So much easier and faster and MORE SECURE! With app being sluggish to respond to input, entering credit card info becomes a real pain - so much that I had to go through the “Complete Order” process twice, because by the time I got through entering info, the order was rejected, there was not enough time to prepare the order, after ASAP had been selected as the time for it to be ready. Not only that, but in order to try again, the app froze, forcing me to close the app completely and restart. If I was in a hurry or had no patience, I would have given up on the order altogether, meaning a loss of business for you, simply due to the user interface in the app being suboptimal. Apple Pay!.DJP111Version: 3.2.7

✓ Horrible Customer Service and missing items in orderThe app itself is fine. Unfortunately the staff don’t support it and were exceptionally rude. She rudely told me I can’t pick up app orders in the drive thru. It would have been faster to just order it the regular way. Next, she abruptly threw the food together and slammed the window, clearly annoyed it was an app order. I waited till she came back and let her know we didn’t receive our drink. When I checked my order , the new fit salad had no dressing. Paid for a double chicken tostado and only got the regular one with no avocado. Also no salsa included. So ended up paying for items not received. Not happy and will not use the app again..Needs upgradingVersion: 2.2.2

✓ Useless App, False AdvertisingThe location I went to did not give a receipt with a barcode or numbers, so it makes the app useless if you cannot scan or type in a barcode in 48 hours. This is false advertising. They lure you in but do not honor the point system. This was reported via a review on the receipt that I assume goes to Corporate, and I got no response. I even called the store and they were nonchalant about it. I will find another more honorable restaurant to dine at. Stop false advertising with this useless app and wasting everybody’s time. I have seen other reviews complain about this same issue. Glad to know I am not the only one that has experienced this. And the food is overpriced for the quality of food you get 🤷‍♀️.Nca98Version: 2.2.2

✓ Great for COVID, when it worksApp is convenient to use, pleasing to the eye, and fast. A few problems: I dont like that the only way to use delivery is through their system. For a while they were using Doordash but not in a way that allowed you to monitor progress or give feedback through the doordash app. The only communication was through automated texting that often didnt work. I dont remember who they use now and what its like because the app crashes on startup since fall 2020. Many complaints like that on the app page. Typically if your device is outdated/not supported the app store refuses download or allows you to use an older version of the app, making this more frustrating. I would love to use an app to browse the menu and order ahead but this is the only one and it doesnt work and probably never will again..GatchipatchiVersion: 2.11

✓ Needs better payment optionsApp overall fine, some small UI tweaks could be made - namely the ordering process is clunky. Hard to get back to fill menu to order more food when you finish a dish. Also needs Apple Pay big time. The stores have it, why can’t the app? If not that then please allow us to auto fill a credit card from iOS. Makes the usage of the app for ordering less attractive. I’d rather go in to the store to just order the food manually which reduces the amount of trips I would potentially make to an EPL store..Paul VQVersion: 2.17

✓ Hangry CustomerIt was my first time ordering through the app and was expecting the food to get here once it said, 1:47pm. The order was placed at 1:03pm and once the time of arrival had passed I decided to call the store. An employee answered and I told her it was my first time ordering through the app and she said “oh yes, your food is ready”but from the sound of it she didn’t realize I ordered the food to be delivered. A few minutes later I received a text message from door dash stating I’d receive our food by 1:49pm but it is now 2:04pm. I’m very disappointed with this aspect of the app. I work late nights and sleep during the day so it’s definitely hard to want to get out sometimes..Yesi DVersion: 2.2.1

✓ Works well except for couponsI have been using the app for a few months. Initially it was good. Still is unless you want to apply coupons. If you have a coupon and they advertise that it can be applied, this app is a nightmare. It does not accept any, even mobile generated coupons. Last night it accepted a coupon but the payment would not go through saying coupon is invalid. After I looked at my credit card transactions, they charged and reversed the dozens of times I tried to apply the coupon. How stupid is that!.VijaygrVersion: 2.12

✓ What happened to the app???I get to the restaurant and open my phone to use my app. It says wrong password. WHAT? It’s my turn, so I can’t use the app to scan. Then I go and change my password to THE EXACT SAME PASSWORD and there’s no scan on the receipt. I ask the manager, who says you didn’t read the email? What email? All I have are discount emails, nothing with information. Then someone says the rewards are changed too…you don’t even get to pick what you want. WTH! I order ONE THING here and now you expect me to buy random crap that I can’t eat. Why on earth can’t I just use the ‘points’ the normal way…on things I actually like? You raised all your prices and reduced all your portions. NOW you’ve taken away the only chance we had to actually save money. Which means I won’t be able to spend money here as much as normal. And I doubt I’m the only one with this issue. It’s too bad, really. You used to be one of the good places. Now you’re just another mcdonalds..MurphybnlVersion: 3.2.3

✓ Danny R DoddWell this was our first visit, so I haven’t tried the food just yet, but the online order & app were very confusing. I wanted to take advantage of their free chicken bowl offer, I couldn’t find any link to order it, plus I even downloaded their app so I could get reward points, couldn’t find any points that I should have earned from my dinner that I ordered, & their menus are totally confusing, some menus don’t even have the bowls listed at all, they have at least 2 menus that I could see, the menu on line here in Utah do not have the bowls listed, so when I called to place my order, I worried they didn’t make the bowls, but they do, so far as my free bowl it probably wasn’t legitimate. So when we do eat our meal I will do another review, hopefully it’s good.KcbearhugVersion: 2.1.2

✓ Poor!I use to love El Pollo Loco, but after installing the app and joining the rewards I’ve been nothing but disappointment! I received two different emails to take their survey regarding their holiday items for $5 credit each, and never received either credit. Their holiday challenge where you buy 3 holiday items to get the fourth item free, never received. To make matters worse, their location on Harbor Blvd in Costa Mesa, next to the Ikea has the worst customer service ever. And there customer service number is so unhelpful.. they do nothing at all. What would be the point of having a customer service number if they do not actually help the customer. I spend a lot of money with you all, solely based off your promotions and rewards..only to not get what you’re advertising in return. You are ripping off your customers! I am uninstalling this app and you will no longer get my money thanks!.Lèia13Version: 2.10

✓ App does not work properlyI added the app to my iPhone 10 because I was given a $100 gift card. Initially when I downloaded the app, the “gift card/pay” icon was at the bottom, along with the other 4 icons (Rewards, News etc). I added the gift card to the app but I didn’t throw the card away. Unbeknownst to me, after using the card only once on the app for a $10 purchase, the gift/pay icon disappeared. I went back to El Pollo on a separate occasion to make a purchase using the gift card downloaded on the app but the icon wasn’t there and unfortunately the employee could not assist me. Thankfully I kept the actual gift card because I would have lost a $90 balance. I immediately deleted the app and added it again but it was still missing the gift/pay icon at the bottom of the app. How can this be fixed or should I just give up and delete the app for good..TammyEM29Version: 2.5

✓ UnhappyVery happy with the app not at all happy with customer service IAfter I ordered and paid for a family meal and family size guacamole and chips. I realized I had a coupon for free family size guacamole and chips with the purchase of a family meal. I asked if I could redeem the coupon somehow and the girl told me I had to order a family meal in order to redeem the coupon I told her the one I just ordered and paid for and she said well I’m sorry you can’t redeem the coupon. It’s hard to believe they couldn’t work with me on it the coupon expires tomorrow. If her attitude was better it wouldn’t of been so bad but she was very rude..Garden grove customerVersion: 2.1.1

✓ Messed up app!This new app is terrible! It may look beautiful but it doesn’t work. It’s really slow to the prompts and the checking out process repeatedly fails. I’ve now added three different credit cards because each time I use one it says it fails. (It’s not my credit cards - I have an over 800 credit score and pay off my cards every month!) On the credit cards app it actually shows up as being charged and then refunded. So it goes through and then cancels out. I go to pick up my food and they have no record of it. The server tries to help and the app freezes then I have to order without using my rewards or discount as they can’t do anything on their end. The servers say this happens ALL the time and they are also frustrated. This has happened to me at least three times and I’m ready to give up on El Pollo Loco. PLEASE FIX THESE GLITCHES!!!.LJJ7Version: 3.2.7

✓ Could have had 5 stars but...I think the app is convenient and love the whole curbside ordeal but I would expect my order to be correct when receiving my items. And especially since it’s being created by the company itself and not a third party. The receipt was clearly correct but apparently that didn’t matter to the employee telling me I’m wrong when the items were missing and my drinks were not the drinks I even ordered. I still had to go inside and correct my order which is not the point of curbside. I am willing to try again but hope these issues aren't repeated. The only reason I did 3 stars and not 1 is because I like the idea of it with everything going on on the world we need it..Linsey baeVersion: 2.11

✓ Awful Delivery service through appI 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..Angelina BabeVersion: 2.5

✓ Could be better... WAY betterThat being said, I’m not too picky about how the app works. It’s overly complicated, in my opinion, but, whatever. The thing that REALLY drops my star rating is there are WAY too many notifications. I make one $5 purchase and then I get an email, and a notification of the purchase, then another email, then a notification that the points have been updated, then another email showing my points, then another notification on the app. It’s ridiculous. Stop with the notifications..Tall CrackerVersion: 2.0.1

El Pollo Loco - Loco Rewards works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact El Pollo Loco - Loco Rewards.