El Pollo Loco Customer Service Issues

I recently relocated from California to Nevada and decided to visit the newly built El Pollo Loco with friends and family, as it's a favorite spot. Unfortunately, our experience at this particular location was extremely disappointing. The drive-thru staff seemed disinterested, got our order wrong multiple times, and three of our orders were missing items. Additionally, my burrito wasn't as crispy as advertised. To top it off, they claimed their horchata machine was broken, which seemed like an excuse. When I called the customer service number listed online, it redirected me back to the same unhelpful location. Due to my limited time, I cannot return for a refund or replacement tonight, especially with high gas prices. I request a full refund promptly and possibly a gift card for a different nearby location for us to reconsider dining at El Pollo Loco. Thank you for addressing this issue promptly.

I am a frustrated customer who visited El Pollo Loco Store [redacted] in my area. I noticed a decline in the quality of the food despite the increase in prices. On 6/7, I ordered the Wing Lovers meal and found the chicken to be cold and possibly precooked when I got home. I was too upset to contact the manager at that time. This particular store in Long Beach has been consistently disappointing, especially given that it is the closest to me. I am displeased with the small portion size of the chicken wings now serving as part of the Wing Lovers meal, and the price hike from $3.99 to $5.29. Despite being a rewards member, I am considering taking a break from dining at El Pollo Loco.

I've been to Pollo Loco three times this week. The first visit, they made a mistake with my burrito, but after calling them, they assured me they would fix it. When I returned without the receipt, they couldn't help me. The next visit was fine, but they forgot napkins. Today, they forgot my utensils and tortillas, which was frustrating as I had already driven home. Despite declining a receipt, I could prove my purchase with my credit card. It's disappointing to consistently receive incorrect orders, like my chicken and cheese Pollo bowl that was lacking cheese. These issues occurred multiple times at the Corona, CA store on Main Street.

On 8/14 at 4:46 pm, I bought a family meal at the restaurant. While the manager was busy with shift change tasks, there were other staff members present who could have taken my order to reduce the 5-20 minutes wait time. Upon opening the meal at home, I was disappointed to find issues with the food. The coleslaw was not fresh, the side salad lacked dressing, the tortilla was broken into large pieces, and the chicken was pale instead of golden brown. I usually visit the El Pollo Loco on Florida and had heard negative feedback about the San Jacinto branch, which unfortunately proved to be true. The restaurant needs to improve food presentation, ensure proper cooking, and serve fresh salads. I am dissatisfied with the quality of the food I received.

This morning, on October 22, I placed a family order for pickup at the La Verne store located at [redacted] Foothill Blvd, La Verne, CA [redacted]. Despite arriving at 11:00 a.m. and being the only customer in the store, my order was not ready. The staff seemed disorganized, with my order not being prepared until 11:50 a.m. The manager was unapologetic and blamed the delay on new employees. Overall, the customer service experience at this El Pollo Loco location was extremely disappointing. I was left waiting for almost an hour while other customers were served promptly. This level of service is unacceptable, and I will not be returning to this location anytime soon.

Yesterday, I visited a Pollo Loco location on Tropicana and McLean in Las Vegas, Nevada. I had a $20 coupon for eight pieces of chicken and three side orders. Unfortunately, the chicken I received was hard and lacked juiciness. The salad seemed old and had a strong odor. The dressing was watery, and I only received six pieces of chicken instead of the promised eight. The chicken was dry, and even the macaroni was dried out. When I called to complain, the manager asked me to come back for just one piece of chicken. I am disappointed with the service and the quality of the food. I have kept the chicken but I am unlikely to return to this Pollo Loco due to consistent issues. I would like a refund for my unsatisfactory experience.