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!
Reviews for El Pollo Loco - Loco Rewards
← Back to El Pollo Loco - Loco RewardsI love pollo loco and have been eating there twice a day during the week for a long time now. All of a sudden It no longer allows me to place online orders. It even prevents me from entering a new card. The option has even disappeared from my account I only have the option to pay with gift cards. I've contacted the support it's been over a week with no response. I spoken to the staff at my local store and they're still getting online orders. Don't know what to do from here
Alot people already said reward offer does not work., it says add items on cart then redeem on check out. No, after you add items n meet criteria, the offer never shown up. This happened last year. I contacted support. After couple week, the support called me n gave me 5 dollars back as reward. She said it's a known bug. People are fixing it. A year has passed, the problem is still around. I m not the only one complaining.
Usually this app doesn't have any issues but lately after the latest update, rewards and offers no longer works. When you try to add a reward or offer to cart before ordering it only gives you the option to redeem in store, if you try to add a reward or offer at the end when you're about to check out it tells you that you need add the reward or offer to cart at the beginning. It ends up being an endless loop and you can't get out of it so you just end up ordering everything for regular price.
Love the food but hate the app. Logs me out. Can't log in. Have to create a new login. And you can't add points after the transaction. I've lost a ridiculous amount of points because of it. It hasn't just happened to me. Ask any of their cashiers and they will tell you that they get a lot of customers complaining about the app. Have the developer fix.
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
I had an issue with the app in Feb. 2024 when I tried to redeem a $5 off reward, but the app glitched, and I lost my reward. I complained on the website and after a few days the issue was resolved. Kudos to whoever corrected that. That's the only issue with this app I've ever had of any kind. Hopefully the other similar recent reward issues that I haven't seen yet get resolved as well. I always order through the app and not the counter so it's all nicely integrated, and no receipts to scan.
Update: This new update IS TRASH!!!! They don't let you scan the barcode to earn points, let alone provide you a code in case you didn't scan at the register, which is a common mistake. AND they changed out the reward system so if you had any $ from points, it's gone. This used to be a solid app. Not anymore. I'm DONE eating at el pollo loco because of this marketing bs.
The old app was way better and easy to use. The new update doesn't allow you to scan the receipt for points anymore. I didn't realize that till later I tried to scan my receipt and cannot find the barcode. The staff didn't remind me showing my account barcode, either. My points were gone. Also no more free coupons, you have to use points for coupons, bad change.
I've got issues with the app since the major revision. Primarily, the loss of the capability to scan a receipt for points leads to me losing a lot of points. Either the worker is busy and doesn't have time to scan my phone, or the stores scanner is flakey, or I paid first and they tell me I have to scan the phone before paying, blah blah blah. Plus, I tried to input a coupon code into the app today and it wouldn't take it... But it worked fine when I handed it to the worker.
Old app was better and easier to use. Points were easier to achieve in store and online. Called customer service, since the user name and login weren't working out of the blue. The customer service agent could not reset the account. They put a ticket in for me, but their IT department did not do anything and closed the ticket. It felt like they wanted me to lose all my points so I can start all over again. Uninstalled the app.
App is 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?
The last update broke the app. Can't verify phone number because it keeps giving me an error that im entering an invalid code even though its what they send me. Either way they hardly give you any points for purchases. Spent at least a couple hundred and can only get a free drink or churro. The only good thing is the daily/weekly deals where you can get a couple dollars off items.
As for the app and systems, it works well except for the lack of being able to type a short note or request extra/no/lite onions, and certain other options, so I'm unable to actually use it for the orders I require them. This goes for the in-store self-service touch screens at some stores too since it's the same system. I am forced to seek personal help for those orders.
Worst app EVER! It is impossible to redeem the offer,even after providing an inordinate amount of information. I tried for about 10 minutes and gave up. I decided to get tacos from Jack in The Box across the street, using their very easy app, and saving over $2 in the process. I know that isn't much, but your tacos are almost as expensive as the nearby taco trucks. The least you can do is honor your offers. I'm not the only person who has experienced this. Class 🎬 suits are a thing!
The app isn't working. Every time I try to log in, a pop up comes up that says account update alert that requires you to put my phone number in. When I put it in, it says that number is taken, even tho it's registered to that account. It won't let you clear the pop up, and you have to delete and redownload the app, just to be able to sign out and use the app as a guest.
Won't apply offers and coupons. Say you have a burrito offer and you add the burrito to the cart. You're supposed to tap the '+' on the coupon at checkout to add the discount. But when I do, I get a pop-up, 'TO REDEEM ITEM MUST FIRST BE ADDED TO CART'. Except it's already IN the cart! More than once I've quit in frustration over the time I've wasted trying to make the app work. (Side note, there should also be a cancellation or correction option within a reasonable time.)
Sucks - now you have to remember to scan before you pay. If you don't remember, too bad, you can't later. Before, you could just scan the receipt for two days after. The workers don't ask so you forget. Also, this new app lost my points I had saved. Awful. *Edit, and now it got even worse where it updated and now won't let me use it unless I enter my phone number. Sorry, but that's too invasive. I wouldn't need this app if they didn't charge $17 for a chicken salad. Going somewhere else now.
My review from 7 years ago still stands. I spend more time in this app than expected. 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. I can't even checkout. Need help/contact us gets me nowhere. Both the app and their website...
Updated review (from 2 stars to 4). Couldn't use rewards in store. Finally got help in store on how to use a reward. You have to type in the reward code number, simply scanning doesn't work. Would give 5 stars, but never received a response on how to use the rewards, plus the fact that scanning at checkout doesn't work, you need to input the number.