Review Insights · Google Play
El Pollo Loco - Loco Rewards
El Pollo Loco Developers · 14,551 ratings · ★ 4.3
4.3
★★★★★
14,551 ratings
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Top complaints - extracted from 37 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
"account"
11 negative reviews mention this · 30% of all complaints
★★★★★ "No longer able to log into an existing account because my phone number is "already in use"" - Nathan Lynch
2
"number"
9 negative reviews mention this · 24% of all complaints
★★★★★ "No longer able to log into an existing account because my phone number is "already in use"" - Nathan Lynch
3
"phone"
8 negative reviews mention this · 22% of all complaints
★★★★★ "No longer able to log into an existing account because my phone number is "already in use"" - Nathan Lynch
4
"points"
8 negative reviews mention this · 22% of all complaints
★★★★★ "logged in once and couldn't log back in. each time I try to log in again, the app says I don't have an account. I then go to create an acc w all the information I used to try to log in, only for it to say my acc already exists. this is a pr…" - Emma Coscia
5
"phone number"
7 negative reviews mention this · 19% of all complaints
★★★★★ "No longer able to log into an existing account because my phone number is "already in use"" - Nathan Lynch
6
"password"
6 negative reviews mention this · 16% of all complaints
★★★★★ "I can't sign up because after putting the code sent to my phone it says "Birthday is a mandatory requirement for creating an account. Please enter your date of birth". Even though there's no DOB when you're filling the form, only ask for Fi…" - Elena R.
7
"sign"
5 negative reviews mention this · 14% of all complaints
★★★★★ "The app sucks. I have issues with signing in all the time even after I just signed in through the website the app always shows something was put incorrectly. Do better" - Michel C.C.
8
"work"
4 negative reviews mention this · 11% of all complaints
★★★★★ "app sucks doesnt work" - Angel Ornelas
9
"already"
4 negative reviews mention this · 11% of all complaints
★★★★★ "No longer able to log into an existing account because my phone number is "already in use"" - Nathan Lynch
10
"order"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Just spent ten minutes trying to pay after putting my order in my cart. There's a Google Pay option but nothing happens if you click on it other than putting a check mark, no button to continue or to open Google pay. My old credit card expi…" - Joel Roth
11
"option"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Just spent ten minutes trying to pay after putting my order in my cart. There's a Google Pay option but nothing happens if you click on it other than putting a check mark, no button to continue or to open Google pay. My old credit card expi…" - Joel Roth
12
"update"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Just spent ten minutes trying to pay after putting my order in my cart. There's a Google Pay option but nothing happens if you click on it other than putting a check mark, no button to continue or to open Google pay. My old credit card expi…" - Joel Roth
📋 All 37 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").
app sucks doesnt work
No longer able to log into an existing account because my phone number is "already in use"
Just spent ten minutes trying to pay after putting my order in my cart. There's a Google Pay option but nothing happens if you click on it other than putting a check mark, no button to continue or to open Google pay. My old credit card expired but no option to update. Entered a new card but nothing happens. I scrolled through the terms of use and privacy policy 4 times each. Gave up and went elsewhere.
Discounts not available when I'm at the store placing my order, but were then available after paying for my order. What kind of nonsense is this?
locked out of app since i changed my phone number. $50 gift card and points are no longer accessible
coupons never work
can't log in have a new number and doesn't give me another option.
tried to make an account and would not send me a code to log in. also my old account it says it send a code to my phone number and it wasn't even my number
The app sucks. I have issues with signing in all the time even after I just signed in through the website the app always shows something was put incorrectly. Do better
This app crashes frequently and won't allow you to place an order 30 minutes before the store closes. It's ridiculous that you can't stack multiple coupons and that you are limited to only one reward per day. It feels like the company is allergic to taking your money and believes in operating with an over priced menu. The value isn't worth the price and recently they updated their policy to accelerate points expiration in 6 months instead of 12 Shame on you El Pollo Loco!
I can't sign up because after putting the code sent to my phone it says "Birthday is a mandatory requirement for creating an account. Please enter your date of birth". Even though there's no DOB when you're filling the form, only ask for First name, last name, email, phone number and password 🤦🏻♀️
Buggy, frustrating and failure prone. Sign up impossible (without explanation) if you have chosen to accept only necessary cookies. Rewards coupons disappear without notice, and one failed at the kiosk, without having been used, well before expiration.
app won't load. Uninstall and reinstall is not working at all
eat here frequently and the app recently removed the option to redeem reward points online. very annoying and frustrating.
Is this app broken? I just installed this app. When I click on the button to sign up, then to open my password manager, the manager tries to save this info as localhost I haven't registered because of this.
App worked great up until the recent upgrade, sometime in March 2023. Now I can't even log in. Hoping they resolve that issue soon. Already lost $30 worth of points. Update 9-6-2023 I am still not able to log in. I am losing out on earning points. I did get a call from the corporate office that they working on issue but that was a while back. May 2026 update: The application never ended up working for me. It's unfortunate because I am losing out on offers and points. I am a Google phone user.
never works
Not worth it.. Don't fall for the point system you really ain't saving much. I paid 35 bucks for two 4 piece orders of the new tenders. Avoid this chain. They need a reality check. I deleted my profile entirely.
didn't notify me that I needed to update the app, and proceeded to lock me out of my account for no reason. terrible app that needs to be removed.
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.
logged in once and couldn't log back in. each time I try to log in again, the app says I don't have an account. I then go to create an acc w all the information I used to try to log in, only for it to say my acc already exists. this is a problem I know several ppl have experienced bc I work for epl and get complaints about this weekly. They all say the same thing to me, "how do I get my points then?" I never know how to solve this problem for my customers. please consider fixing this issue.
app doesn't work anymore there is android buttons on screen instead of in background of app preventing clicking on screen
Could not create an account because it was asking me to put my birthday when it never gave me an option to do so.
Sentiment summary
83%
Positive (4-5★)
2%
Neutral (3★)
16%
Negative (1-2★)