Review Insights · App Store
El Pollo Loco - Loco Rewards
El Pollo Loco, Inc. · 106,611 ratings · ★ 4.9
4.9
★★★★★
106,611 ratings
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Top complaints - extracted from 40 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
"sign"
13 negative reviews mention this · 33% of all complaints
★★★★★ "Consumer. Horrible app can’t even sign in on app or even actual website" - Ichigopollo
2
"account"
10 negative reviews mention this · 25% of all complaints
★★★★★ "Password. I’m trying to make a damn account and I’ve tried so many passwords, even followed all criteria and nothing. It’s pollo loco not the damn sign in to my bank account. So stupid." - tnezrich
3
"order"
9 negative reviews mention this · 23% of all complaints
★★★★★ "Coupons don’t work IN the app but app SAYS it does. I placed my order via the app, but couldn’t apply the coupon even though the app SAYS the discount can be redeemed online or in-store. I wasn’t receiving the discount, so I had to order in-person and wait for the order to be made - which ne…" - The Purple Hiker
4
"been"
8 negative reviews mention this · 20% of all complaints
★★★★★ "Awful app. Can never log in, apple log in or manually logging in never works. The app is very laggy and the UI is just bad. Can’t go back once you look at an item. Idk how this got such high reviews possibly botted because anyone who has used literall…" - Michael Hawkenson
5
"food"
7 negative reviews mention this · 18% of all complaints
★★★★★ "Awful app. Can never log in, apple log in or manually logging in never works. The app is very laggy and the UI is just bad. Can’t go back once you look at an item. Idk how this got such high reviews possibly botted because anyone who has used literall…" - Michael Hawkenson
6
"code"
7 negative reviews mention this · 18% of all complaints
★★★★★ "Awful app. Can never log in, apple log in or manually logging in never works. The app is very laggy and the UI is just bad. Can’t go back once you look at an item. Idk how this got such high reviews possibly botted because anyone who has used literall…" - Michael Hawkenson
7
"login"
6 negative reviews mention this · 15% of all complaints
★★★★★ "App is broken. Won’t let me login. Fix it" - itachi510
8
"trying"
6 negative reviews mention this · 15% of all complaints
★★★★★ "Password. I’m trying to make a damn account and I’ve tried so many passwords, even followed all criteria and nothing. It’s pollo loco not the damn sign in to my bank account. So stupid." - tnezrich
9
"pollo"
6 negative reviews mention this · 15% of all complaints
★★★★★ "Password. I’m trying to make a damn account and I’ve tried so many passwords, even followed all criteria and nothing. It’s pollo loco not the damn sign in to my bank account. So stupid." - tnezrich
10
"apple"
6 negative reviews mention this · 15% of all complaints
★★★★★ "Login Failure. Can’t sign up with Apple. Cant sign up with Facebook. Can’t sign up with email because it says my phone number is associated with a different account. But I get emails that I’m logging in, but the app won’t log me in" - DavidLHoward
11
"horrible"
5 negative reviews mention this · 13% of all complaints
★★★★★ "Consumer. Horrible app can’t even sign in on app or even actual website" - Ichigopollo
12
"coupons"
5 negative reviews mention this · 13% of all complaints
★★★★★ "Coupons don’t work IN the app but app SAYS it does. I placed my order via the app, but couldn’t apply the coupon even though the app SAYS the discount can be redeemed online or in-store. I wasn’t receiving the discount, so I had to order in-person and wait for the order to be made - which ne…" - The Purple Hiker
📋 All 40 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").
Consumer
Horrible app can’t even sign in on app or even actual website
Coupons don’t work IN the app but app SAYS it does
I placed my order via the app, but couldn’t apply the coupon even though the app SAYS the discount can be redeemed online or in-store. I wasn’t receiving the discount, so I had to order in-person and wait for the order to be made - which negates using an app to order IN ADVANCE.
Waste of time
App never loads always signs me out
App is broken
Won’t let me login. Fix it
Password
I’m trying to make a damn account and I’ve tried so many passwords, even followed all criteria and nothing. It’s pollo loco not the damn sign in to my bank account. So stupid.
Login Failure
Can’t sign up with Apple. Cant sign up with Facebook. Can’t sign up with email because it says my phone number is associated with a different account. But I get emails that I’m logging in, but the app won’t log me in
Awful app
Can never log in, apple log in or manually logging in never works. The app is very laggy and the UI is just bad. Can’t go back once you look at an item. Idk how this got such high reviews possibly botted because anyone who has used literally any other food app can see how bad this one is. I’ve actually never been to el pollo loco and wanted to try it but I think we will just use an app that actually works to order dinner tonight. Maybe hire some actual developers and not use ChatGPT to vibe code this garbage.
App Sucks
When in the order section, if you click on an item to see the price, you can’t go back with a back arrow. This app is horrible. Hire a 12 year old to design the and fix your app.
No salsa
When I pulled up to where you place your order. I advised that I had a mobile order. They asked me to park in front while they finished packing my order. At this point I asked for extra pico de gallo and avocado salsa. When I got home with my granddaughters there was no salsa at all or napkins. At least they remembered the forks. Granddaughters not happy since they had to eat their dinner with no salsa
Can never sign in
No matter what I do, I’ve never been amply to sign into the app. I’ve reset the password, done the verifications, and still will do nothing, just says error all the time. Not being able to build rewards makes me use the rewards at other places like KFC
Discount
Wasn’t able to use the 20% off promo for some reason on my online order so ended up paying full price. Should be a code to enter or something to make it seamless.
White Power Chicken
El pollo is white power. Log in? Nope white power. They are super racist
Can’t order food because I forgot my password
The app locks you if you try your password to many times, which I think is really absurd for an el pollo loco food ordering app. It’s not that serious. No one’s going to try to hack a food ordering app. The security measures are a very extra
Horrid app
Doesn’t let you log in, signs you out, there’s deals ONLY if you’re signed in and guess what? You can’t use them!!! Cause you can’t ever sign in!!!!!!
Unfixed issues either logins
I’ve had a horrible time trying to make an account on this app. It constantly says error and this has been going on for years! I never write reviews, but I had to for this app because it’s just such a ridiculous situation.
Bad employee
I went into order my food and I was ordering on the app as many restaurants advertise to do so. After waiting patiently for my food when I seen it was ready I asked for the code to the restroom to wash my hands before I ate my food. This kid that works there said where is my receipt I looked for it in my pocket and said oh I just ordered on the app I just want to wash my hands he said well you still need a receipt. I said **** ***!!! ALSO THEY DONT GIVE YOU SALSA OR UTENSILS WHEN YOU ORDER $30+ of food you have to drive back and remind those idiots !!
App Gives EXPIRED coupons
There are coupons in the app that requires you to go in store to use, THEY ARE EXPIRED. The store straight up said the coupons expired two years ago but it’s in the app still
App is awful
Everytime I try to log in, either on the site or thru the app, my verification code “times out” or I receive an error message telling me to try again later. All I’m trying to do is order food. I can’t access my rewards or my birthday “gift” I’ve tried reinstalling the app and get the same results. Super irritating.
Can’t login
I’ve been trying to login with both my Apple ID and phone number and it keeps giving me an error message. But when I try to sign up and add my phone number to check to see if my account has been erased possibly, the app tells me that that phone number has already been taken. Please fix this issue so many people are dealing with the same login issue and want to login, so they can use the rewards on the app because they don’t accept paper coupon codes, but only online coupons. Even though, I strongly think that they should change that policy and make people’s lives easier by letting them use the paper coupon codes also.
Can’t sign up
Every time I try to sign up whether it be with Facebook, Apple ID or phone number/email it just says cannot login cannot authenticate whatever. It does not work and frankly my severe frustration with this app not functioning at its most basic level is souring my attitude towards el pollo loco as a whole
Log in Issues
I haven’t been able to log in to the app. I reached out to customer service and they haven’t been any help.
Can not log in
Every single time I try to log in I have no success
terrible app
TERRIBLE APP WITH BAD FUNCTIONALITY
Sign in
Does NOT let me sign in with apple id
The app isn't working.
The screen with the verification code keeps loading indefinitely. The app cannot be used.
STUPID GARBAGE APP
App won’t let me sign in with apple, then it had issues when i logged in the normal way, I hate the morons that made this broken app
Unable to use
Been trying for weeks to use tried to make a profile and got locked out. App is so bad cant get customer service.
The worst app of any fast food
No idea how this could be rated any higher than 1*. It is the most cumbersome of any of the fast food dispensaries. Not even taking into account my store always gets the order wrong. That may not be the app’s fault.
Worst app
Doesn’t not let you sign in at all. It says it sends a code to mobile number but I never get it.
Buggy app
I don’t understand how this app has 4.9 stars, it won’t let me login
Doesn’t work
I was never able to use it. Everytime I try to sign in, I get stuck on the OTP screen. I tried on the website and have the same issue. I can’t register with another account because my phone number is already taken. Frustrating.
Worse food App ever
This app is absolutely horrible; I uninstalled it before but after months I decided to give it another go. It takes fooevrr to get it to work right when ordering. This isn't isolated which makes it surprising to see 4.9 stars when there are forums filled with my eXact same complaints. Coupons fail, signing in fails a third of the time.
Does not let me log in
I ve been trying to log in all day and it just loads and keeps me at the log in page and dosnt let me access my account
Worst app
This is THE most difficult app. When it comes to signing in or creating new account is a damn nightmare
App is horrible
I like the food but the app is terrible. Never saves credentials. Resetting the password doesn’t work. I used to eat her pretty regularly. Haven’t been in months since the app is such a pain to use it becomes not worth it.
Forgot password
This is app is slowest when you tryna get your password reset. The email reset password email takes days for you to get the code to reset a password. 🗑️
Not signing in
I had made an account for the pollo loco rewards a while back, i go to sign in and the app just gets stuck loading for an infinite amount of time, all of the information needed tk login is correct, the app just wont let me log in
Coupons don’t show up
I always have the hardest time to get the coupons to show up.
this app blows
both me and my partner tried to create an account so we could use the stupid members only coupon and the app wouldn't let either of us, it somehow thought our phone numbers were already attached to accounts which they're definitely not. app also gave no options to try and fix it. boooooo
Lag
App is very laggy and currently will not allow me to sign in to scan for points
Sentiment summary
97%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)