Review Insights · Google Play
El Pollo Loco - Loco Rewards
El Pollo Loco Developers · 14,361 ratings · ★ 4.3
4.3
★★★★★
14,361 ratings
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Top complaints - extracted from 59 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"screen"
11 negative reviews mention this · 19% of all complaints
★★★★★ "The food is great; the app sucks. I have uninstalled and reinstalled. I have tried on different wifi networks. I have been trying in different locations, and it NEVER loads. This has been happening for the last few weeks. If you recently up…" - Stephanie
2
"doesn"
9 negative reviews mention this · 15% of all complaints
★★★★★ "This app is ridiculous so I just reset my password because I forgot it and it's absolutely pointless because it's requiring a verification code from the phone number on the account. Do they expect a person to never change their phone number…" - M
3
"working"
8 negative reviews mention this · 14% of all complaints
★★★★★ "cannot sign in to my el pollo loco account AGAIN. I have sent forgot password request several times over the last 24 hours, and have not received an email to change my password. I am unable to update my phone number because your system sa…" - Dottie George
4
"work"
8 negative reviews mention this · 14% of all complaints
★★★★★ "cannot sign in to my el pollo loco account AGAIN. I have sent forgot password request several times over the last 24 hours, and have not received an email to change my password. I am unable to update my phone number because your system sa…" - Dottie George
5
"number"
7 negative reviews mention this · 12% of all complaints
★★★★★ "This app is trash. It keeps sending my reset info to my old number and no way to change it. DO NOT USE!" - Hugo Alejandro
6
"phone"
7 negative reviews mention this · 12% of all complaints
★★★★★ "App won't let me replace my phone number with my new one so I'm locked out of my account." - Estela Hernandez
7
"been"
7 negative reviews mention this · 12% of all complaints
★★★★★ "cannot sign in to my el pollo loco account AGAIN. I have sent forgot password request several times over the last 24 hours, and have not received an email to change my password. I am unable to update my phone number because your system sa…" - Dottie George
8
"points"
6 negative reviews mention this · 10% of all complaints
★★★★★ "Canceled my order and didn't give me back all my points. I should have enough for $5 off." - Vamanos Ninja
9
"account"
6 negative reviews mention this · 10% of all complaints
★★★★★ "App won't let me replace my phone number with my new one so I'm locked out of my account." - Estela Hernandez
10
"phone number"
6 negative reviews mention this · 10% of all complaints
★★★★★ "App won't let me replace my phone number with my new one so I'm locked out of my account." - Estela Hernandez
11
"reinstalling"
6 negative reviews mention this · 10% of all complaints
★★★★★ "stopped working, not even reinstalling it worked" - Derek Harmon
📋 All 59 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Canceled my order and didn't give me back all my points. I should have enough for $5 off.
This app is trash. It keeps sending my reset info to my old number and no way to change it. DO NOT USE!
App won't let me replace my phone number with my new one so I'm locked out of my account.
cannot sign in to my el pollo loco account AGAIN. I have sent forgot password request several times over the last 24 hours, and have not received an email to change my password. I am unable to update my phone number because your system says it has already been used. I would like to use the app, but it is pretty useless. I have Uninstalled and reinstalled the app, more than once. But it is not working. I have nothing but trouble with it.
They stole my money
The food is great; the app sucks. I have uninstalled and reinstalled. I have tried on different wifi networks. I have been trying in different locations, and it NEVER loads. This has been happening for the last few weeks. If you recently updated the app, it's causing the app to freeze on the orange El Pollo Loco screen. Samsung S25FE.
it's too complicated to create an account in the app. will uninstall.
terrible, never sends code. pointless to have. logs me off constantly then I struggle with the 2fa. hate the changes they made to their app!!
This app is ridiculous so I just reset my password because I forgot it and it's absolutely pointless because it's requiring a verification code from the phone number on the account. Do they expect a person to never change their phone number because I can't get into my account because of that reason. The password is basically useless but for some reason it doesn't forget the previous passwords that have been input in the past. DO BETTER POLLO LOCO JEEZ THE COMPETITION IS DEFINITELY DOING BETTER..
all the bs just to log in made me move on to another restaurant
They charge me and did not give me the e.B.T back
I'm trying to reset my password for the app and the email never comes. I emailed support April 3. still waiting...
no points for ordering online. Makes zero sense ???
app doesnt auto fill. Also it won't send me an email to reset my password and I cant sign up for a new account.
accumulated quite a # of bonus points but when I tried to redeem them, they locked me out and Im STILL locked out.
Total trash. Tried repeatedly to set fave location which you can't skip but it just hangs. Deleted.
I’m having trouble signing up. The email method keeps asking for my birthday, but there is no field to enter it. When I try signing up with Facebook, it says my phone number is already in use so I can't login and verify. Incredibly frustrating.
app is complete garbage , can't login , throws errors. waste of time, don't bother
app won't allow me to add promos, use coupons, or use rewards
it doesn't let me sign into my account. Says the phone number is already taken. Customer service doesn't contact me to fix it. What is the point of the app if you can't use it to order food?
locked up (froze)on me and won't let me access...I drove to get dinner...really messed up...
app hasn't been working for almost a week on my android. I've Uninstalled and reinstalled and nothing. works fine on my iPhone. please help I like my points
stopped working, not even reinstalling it worked
doesnt even go past the bright orange screen
I had to reinstall per i could not access but even with reinstalling still can not access the app
Don't you test an app before you put out an update that flushes it down the toilet!?
App won't open after 4/1/26 update!
Constantly loses stored cc info. Have been only getting two dollars off burrito offers for at least a year. Burritos are expensive and small compared to Chipotle. This restaurant was meant for the every day person but now is priced for people with better taste that have much better options to go to. El polo loco... More like El polo no no! app has broken and is stuck in the loading screen.
app won't work. doesn't even open.
app not working
horrible app wont open after a rebbot and re-install useless!
I have not been able to get into my app for points or rewards for several days. please send a patch to fix this. thank you!
I haven't been able to open the app in 3 days. I've uninstalled the app and have done a forced close and still the app won't open.
App doesn't work. Won't load past the red introductory screen.
this app frequently does not load, logs you out and now its just a blank page 😑
frozen on the loading screen indefinitely
so many glitches after updates
don't work
App is broken. Won't start up and freezes on loading screen. Uninstalling and reinstalling does not help. Needs a new update!
app updated on April 1st and has ceased to function. I have tried uninstalling and reinstalling. clearing local cache and data. and fully restarted the phone. the app hangs on the loading screen with the logo and red background, never actually fully loads up. up to date samsung galaxy 22plus. standard phone, no modifications or jail breaking.
As of yesterday, 4/7, the app won't load. It worked fine on Monday, 4/6.
App is still broken. You get a pop up asking for tour phone number that it doesn't verify because you get an error message. you can no longer order on the app or scan the qr code for points. you cant use your points either because the phone number pop up is stuck & wont let you clear it out. so annoying & frustrating. why even have the app if it doesn't work?
they keep breaking it and making it unusable.
if you deny non essential cookies the app won't load.
when you deny non essential cookies the app doesn't work
There is a new bug. if you deny non-essential cookies the app literally stops working. You have to uninstall and reinstall and accept all cookies or the app doesn't work.
app just freezes ever since I chose to deny non-essential cookies. I even tried reinstalling it and it still just freezes. I never used it to order because it is missing options that are available from the terminals in the store (app only allows you to remove ingredients, not reduce/ go easy on them). Neither method (screen and app) allow you to substitute corn for beans (two of my family members don't like beans). It reminds me of the poor systems design of early IT systems.
App doesn't open at all, since last update, just hangs on first screen. needs fixing, right now its useless (Android latest version) I have used it a lot past few years, no problems until now. Edit: looks like it finally opened to log in screen, looks like its working now, coincidentally right after I finished writing this review!
App stuck on loading screen. restarting multiple times sometimes lets you through but then the bottom toolbar doesn't work so you cant order
The app is broken, it won't let me log in our do anything. It freezes every time. Already tried force closing, reinstalling, etc
+ 9 more in the clipboard copy
Sentiment summary
82%
Positive (4-5★)
2%
Neutral (3★)
16%
Negative (1-2★)