Needs a complete overhaul
Horrible app. Who designed this??? Half the stuff doesn’t work
The app is horrible
I’ve been trying to sign onto the app to order, but it takes you around in circles to enter your birthdate and favorite location. It just gets stuck there. I got so frustrated that I just deleted the app.
Good
always great there
Terrible Sign In
The site is something called punchhh or something… I can’t get the passwords keychain to figure this thing out. Awful.
Great food, frustrating rewards program!
El Pollo Loco has been my family's favorite fast food for years – the Tostadas really stand out. We're loyal fans and wanted to love the app experience too.
Unfortunately, the rewards section is seriously misleading. Offers advertise "free churros with purchase," but when you accept them, the app silently deducts thousands of points (3,500 in our case) with no upfront disclosure. We only discovered this by checking our account transaction history.
This isn't an isolated incident – we saw the same pattern with a "$5 off" offer previously. While we learned to catch it after the first time, new customers have no way of knowing that "free" doesn't mean free – it just means paying with points instead of cash.
It feels deliberately opaque, and it seems designed to discourage saving up for higher-value rewards like the Tostadas or other entrees that require 10K+ points.
My advice: Check your points balance before and after accepting any "reward" offer. Look at your account history to confirm what was deducted.
Hoping management addresses this – clarity would go a long way with loyal customers who just want transparency.
Unfortunately, the rewards section is seriously misleading. Offers advertise "free churros with purchase," but when you accept them, the app silently deducts thousands of points (3,500 in our case) with no upfront disclosure. We only discovered this by checking our account transaction history.
This isn't an isolated incident – we saw the same pattern with a "$5 off" offer previously. While we learned to catch it after the first time, new customers have no way of knowing that "free" doesn't mean free – it just means paying with points instead of cash.
It feels deliberately opaque, and it seems designed to discourage saving up for higher-value rewards like the Tostadas or other entrees that require 10K+ points.
My advice: Check your points balance before and after accepting any "reward" offer. Look at your account history to confirm what was deducted.
Hoping management addresses this – clarity would go a long way with loyal customers who just want transparency.
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