El Pollo Loco - Loco Rewards

It's just bad and clunky. If you have a coupon it's too much unintuitive work to have it be accepted. Then when it is accepted, you try to enter credit card info and it says 'oops, coupon is not valid for this order'. Of course, there's no way to remove the coupon unless you start all over again, so I might as well order from somewhere else unless I go directly with a serious discount coupon.

I thought this app wasn't too bad at first, but then it gets kind of annoying placing an order. I just want to look at the menu items before placing an order, but it makes you choose a location first before you can even look at the items. It's kind of inconvenient. If you want delivery, it's fulfilled by a third party (DoorDash, etc). For my recent order, it wasn't delivered to my address. I didn't even get a refund. I reached out to El Pollo Loco but no response. Disappointing overall.

I frequently order through the app, but it's a hastle to have to call everytime to the restaurant so that they can modify my order for example no wings just legs! and to give special instructions, like to have the chicken well done. Then most of the time the phone rings for so long and then I have to call at least 5x for them to answer.

Options don't match what is currently available at the store. Even with the order type, it allows you to select Delivery/Curbside/Pickup at a location, until you actually go to place the order then it tells you the vendor doesn't offer it. So basically, the app is useless- unable to place an order since it won't let you proceed with ANY option. Even when you try different sites, same response. This is why I uninstalled it the first time, thought I'd try it again - uninstalling again.

They do it worse than any other food place when it comes to app services. They never make the food on time. I go in to pick up THEN they prepare the food. They prioritize drive thru and don't bother with app orders. The last 5 times they've got the order wrong and late. I am deleting this app - it only makes me mad. The food is good but this makes the company look horrible. I'd rather go elsewhere because of the app.

Mobile app is poorly designed and hard to use. Some window register employees can be under-trained and sometimes gets confused about mobile orders, discounts & coupons, full priced items, and how mobile pay is used. I've had discount & coupon items charged as full priced items. The most recent incident I ordered a weekly discounted item and used my gift card balance on the app which had plenty to cover the order. I showed the app and gift card to the window person who took it to scan. But they scanned the item full priced and debited my gift card balance on the app to zero, and because the full priced item was higher than the card balance, they demanded I pay the difference. What a farce. The app needs a complete overhaul, and their window employees need additional training.

The app is great, almost no problems. Except none of the current coupons ever load in on the offers tab where it would show you coupons. There also isn't a way to scan coupons in to your app either. Nobody likes to walk in the store with a coupon and wait, especially during quarantine. This is the only gripe i have with it. The rest is fantastic. Excellent menu lists, easy to check out, customization options are all there.

It is somewhat easy to do a regular order, yet confusing when trying to use the coupons or other promotions. It's not easy to find the scan for points. Also not enough options inside the menu like the option to have no ice. Can you allow people to use the rewards dollars they earned to pay for a promotional meal. Would like to also have pickup at drive through option, especially when the done in part is closed.

Google play and if I spend more time in this app than expected. I do... But not because I want to. The app is still buggy even after the refresh. Half my clicks don't work. The rewards they give don't work half the time in store and in app. Mobile orders are often wrong. There are unnecessary steps and it is clearly not polished almost to the point I don't think they even tested the app.

It sends me updates every so often letting me know when I have a reward available. It updates my points and gives me special coupons when I haven't visited in awhile. I've gotten plenty of free food through the points system as well. It's also convenient way for me to order and pay ahead, so when I pick up that's ALL I have to do. I like it! It's very efficient!

The app is just okay. I usually have to manually enter my barcode rather than scan it like the app gives the option. The service at the Vacaville, CA location is TERRIBLE! They never get my order correct and don't seem to care when I politely express it. The app asks if you'd like someone to reach out to you and on more than one occasion, I've requested this but never heard back from anyone. Disappointing.

Recently downloaded the app and there was no "free bowl" like mentioned. We also ordered for delivery and although the food was good, there were missing items. I contacted the restaurant and the gentleman was very helpful but the door dash guy they used was not. He said he would go back and get the rest of our order but never came back. He did take our tip money though. Very dissapointed. Definitely getting rid of the app.

I've been using this app since it launched years ago and I was still a college student! The bar code has always been hit or miss but typing it manually takes a fee seconds extra so it doesn't bother me one bit. I love earning the rewards, since I feel like I'm always eating Pollo Loco (my favorite "fast food") ordering pick-up saves me so much time when I'm at work and it's a simple process. I just wish the birthday reward would go back to what it was 2+ years ago 😅😅

I'm only giving this two stars because you can order. There are no real rewards here. No free bowl as described when I initially downloaded it. A dollar a point before you "unlock" a one hundred point first "perk". The menu is expensive and you only offer through the app the same special I can get without it. I don't need a reminder of what I already know. You'd think you'd have a promotional item at a discount periodically. Nothing but a dollar a point and you need to spend one hundred dollars

It's rewards are great, however when it comes to detailing where they deliver the app is troublesome. Never did it allowed me to add my delivery address. Would select delivery, made me add items to later confront an error that my address was not available. It deleted every item and makes you sad them all over again. It never asks me to add delivery address.. It also doesn't allow me to add it to my profile. If not available it shouldn't give me the option to select delivery for the location.

POS app and "free delivery" promotion. Selected store closest to me in Los Angeles (less than 3 miles), it said they deliver. Went all the way through a big order to get a message saying they "don't deliver to address". I then tried to contact them, input all info and it kept giving me error messages. I promptly deleted the app and am now giving feedback here. Clearly there are major bugs with their app and system. Very disappointing!

I wish you can give zero ratings. The layout is strange, not scalable on all phone screen sizes, no true definition between store selection and menu selection, so while you're scrolling through the menu items you inevitably end up hitting the store selection again and again... Absolutely no search feature, you better know what you want and exactly where it is. Also not all items on the menu are on the app so if the store in your area carries low volume item, your out of luck.

Sadly, it appears that there's been many issues with this app as of lately with users having trouble logging in or data within the app being usable. In the past I got a lot of use out of this app, however, I now find myself having the same issues as others. I still seem to be logged into the app but looking up anything related to rewards results in little errors that pop up at the bottom that says "no internet connection", Even though clearly I have a connection. Else I couldn't write this...

There's something wrong with the timing of my orders. I can never choose the 'make my order right away', it always tells me it cannot make my order until 1 hour later, so I have to choose the make ahead and choose a time that is over 1 hour later. Usually the store makes the food right away but sometimes they catch the time delay. There isn't any way I can change this error--the app needs fixing. I'm running it on android.

Upgrade totally ruined this app....worked fine before upgrade. And lost my points with upgrade. Lost password when program was updated, and for months couldn't connect to reset. Now that I've finally got my password to work, says there's no network every time I try to put in a receipt. I have high bandwidth internet and a new phone...so pretty sure those aren't why it's not connecting to the network.

This has to be one of the worst mobile apps out there right now. Completely useless. Won't add free offers at checkout. Too many steps to try to get your free offers IF they even work. I couldn't get the free offers to work until I actually got to location, meaning that I still had to wait for my complete order. It should have been complete and ready for me the moment I arrived. Don't bother people. It's not worth it. They've lost my business.

Won't allow me to ever place orders! App used to work seamlessly. Now it keeps getting an error saying "We are currently unable to take your order. If you would like to place this order, please call the store directly." Tried multiple locations & get the same error message. Also tried checking out as guest on mobile web through different browsers. Nothing works! Even tried adding a new credit card. Very frustrating!

The menus are clunky and load slowly, not each menu item clearly states its price, menu items are more limited than what you can actually get at the restaurant, app offers are (slightly or more) confusing to use, and BIGGEST complaint - can't scan or enter paper coupons for mobile orders. It's like this app was developed by some corpo, dragging their feet just because EVERYONE has to have a mobile app.

I'm loving the app. They have a lot of great deals that always has me coming back to use it before I head to work. Ordering through the app at home beats having to go through drive thru or ordering off which takes forever since it is always crowded around afternoon. I'm always getting their lunch boxes. Since they keep giving me a coupon for $5 for the lunch boxes. So worth it.

Why can't you linked the saved deal with the order like McDonald does, I went thru the selection process, then try to redeem the deal, it kept on telling me that the coupon doesn't work, when I order exactly the same 12pcs meal!! I ended up just driving to the location and ordered exactly the same thing with a printed coupon, this app need much improvement, until then i will just order in store or go somewhere else to avoid all the headaches!!

Likes: T-Mobile coupon for a free SMALL chips&guac and large fountain drink. Various offers. _ Dislikes: Did not clearly specify that the chips&guac had to be small; luckily I figured it out. Slightly confusing to navigate between item types (like if you wanna switch between the combo and the side and the drink). No Google Pay. At checkout, credit card scanner doesn’t work; have to type it in manually.

It's a decent app and I use it all the time... The only problem is that I'm banking a lot of reward dollars and because I use the app and pick up, I'm unable to redeem them through the app.. which defeats the purpose.. standing in line during quarantine.. or in the endlessly long drive thru.. it lists an option in the payment section to use Banked reward dollars but it always says invalid when you try to proceed and even when you enter the online code in the email it never .. frustrating as hell

Ordering and paying on the app is a risk. After ordering ahead and waiting 20 minutes I was told they were out of some items and they couldn't do a refund. Spent 20 more minutes on the phone with customer service. May take 72 hourd for refund.

If the mobile order - pickup in store option is unavailable then you need to remove the option from the app, because I just arrived at a location after completing a purchase, just for them to tell they aren't accepting mobile orders. Maybe stop charging for them. Refund process was pretty inconvenient, and now I'm hungry. 10 thumbs down

This app never works properly. You spend way more time than necessary trying to order. It won't save your store preferences, or your giftcard info. There is always some kind of ordering issue. I spend more time trying to contact customer service than is worth it. My $50 giftcard won't appear as a payment method now, so I guess have to order elsewhere on Valentine's Day and take legal action against El Pollo for the $43 left on the card they still owe me. I like the food, but not worth the hassle