El Pollo Loco - Loco Rewards

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 !!!!!

Some franchises are not always the best representatives of the parent company... that being said, the app works great, like it is supposed to. The app, however, does its job and does it well! When traveling a lot, I’ve found there is not always consistency between physical locations. The app can help make so-so places better (or in some cases where the employees are not as tech savvy as they should be— worse). The app allows me to place orders ahead of time, keep track of spending, earn rewards, get coupons and deals, and see the specials/new items. In my local Restaurant, the only complaint is that they never have enough cilantro. They have integrated the app with their cash registers, orders are ready when I get there, and it’s easy to upload gift cards. Bottom line, the app does what’s supposed to do and it does it well.

It 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.

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I 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.

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Horrible 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.