El Pollo Loco Customer Service Issues

Tonight, I visited your Crenshaw and Vernon location in Los Angeles, CA [redacted], where a female security guard disrespected me for accidentally leaving salsa juice on the condiment counter. I found her behavior completely unacceptable, especially since I was already trying to clean up the spill when she made unkind remarks about me to another customer. As a disabled veteran dealing with severe PTSD, I felt hurt by her lack of respect. Despite being a loyal customer, I am now hesitant to return to your establishment due to this incident. I kindly request that you address this matter and provide proper training to ensure all employees, including security guards, treat customers with respect. Thank you for your attention to this issue.

I had an unpleasant experience with the manager at the store located on [redacted] South Melrose Drive in Vista, California. I felt accused of dishonesty when I raised the issue of being shorted pieces of chicken from my order. The manager's questioning and rudeness made me uncomfortable. Despite my explanations, she continued to imply that I was lying. I am seeking a refund and hope for the manager to be reprimanded. The incident occurred on December 13th between 6:30 and 7 p.m. The store number is [redacted]. Unfortunately, I could not get the name of the young Hispanic lady who assisted me as her name tag was not clearly visible. The order number was [redacted], and the purchase was made at 2:24 p.m. I value respectful customer service and wish to see improvement in how customers are treated at the store.

Hello. Unfortunately, this is my favorite store to eat. I am not sure if they provide customer service training to their employees. According to the customer, they are right. On 12/16/18, at the Riverside store located at [redacted] Canyon Spring, I interacted with an employee named Vanessa A at 3:36 pm. I went to the store to buy 2 salad orders and a 10-piece chicken pack. On my way home, I wanted to eat and realized they did not give me any napkins or forks. I returned to the store, and a very rude and bad-tempered employee told me I should have asked for the napkins and forks when ordering. She then asked if I wanted to speak to the manager, but in a very angry way. It seems the manager did not want to speak to me and sent another very upset employee. They insisted I had to ask politely for napkins and forks. When I refused and stayed, they threatened to call the police if I didn't move my car. The employees and manager laughed at me. This is not the first time they have provided bad service. Another time, they forgot to give me tortillas. When you purchase food, I believe it should be ready to eat. The manager argued that I should have asked for things because I bought a 10-piece pack. I explained I also bought a chicken salad to eat and therefore should be provided with forks as well. Isn't that just common sense? Maybe the manager assumed I wanted some credit for the poor service, but that was not the case. I just wanted to let them know they need to provide good service. I hope they consider my complaint. Thank you very much.

I visited Pollo Loco at [redacted] E Manchester Ave, Los Angeles, CA [redacted], tonight at 9:30 pm. Upon ordering chicken, I was informed they were out for the night. They mentioned closing at 10:30 pm. When I inquired about this, they simply said they didn't have any chicken in stock. It's truly frustrating to go to a chicken specialty place and find out they have run out. A disappointing customer service experience indeed.

I have visited your Waxahachie, Texas location multiple times and consistently encounter issues when ordering. Upon ordering in English at the drive-thru, I notice that the staff speaks to me in Spanish through the intercom. Despite requesting both red and green salsa, my orders often only include red salsa or sometimes neither. On various occasions, I have received incomplete orders such as only green salsa for multiple meals or insufficient quantities of salsa for sides like rice and beans. While I enjoy your food and salsa, I am displeased with feeling profiled and receiving incomplete orders after specifically requesting items. Conversely, the Red Oak, Texas location provides great service without any problems. However, due to the distance, I find myself less inclined to visit frequently based on the experiences encountered at the Waxahachie location.

My family and I visited the El Pollo Loco in West Covina, Azusa recently. Unfortunately, we were extremely disappointed with the service. Normally, we have had good experiences with this chain, but this time was different. Prior to heading home, we stopped by and encountered the worst service ever from a lady who seemed to be the manager. Her attitude was appalling. When we inquired about salsa, she rudely replied that there was none left, even raising her voice and making inappropriate comments. It was such a negative experience that I ended up throwing away my food. We left feeling hungry and upset. I even took photographs of the empty salsa bar as evidence of the poor service. I will not be returning after sharing my experience on Yelp with accompanying pictures.

Dear Pollo, Once I hear from the doctor, I will update you. In the meantime, I plan to reach out to Los Angeles' TV investigative journalists to verify the recommendation you made and the offer you provided. Best regards, Allan Tamshen

This is the second time this month my husband and I have gone through the drive-thru at El Pollo Loco, and each time we were told at the speaker that they were "out of chicken" or we would have to wait 30 minutes. I suggested to the manager that they should have someone outside to inform customers or put up a sign before entering the drive-thru. The staff mentioned they are not allowed to inform customers by the owner's rules. This experience has discouraged us, and we won't be returning to the store located on Lakewood and Rosecrans in Bellflower, CA, which is close to our home. We ended up going to another El Pollo Loco in Paramount, CA, where they had chicken available. Additionally, the prices for smaller portions of chicken seem high, and I've had to request my chicken to be "juicy" to avoid receiving burnt and dry chicken. It's disappointing that customers need to specify this to get a better product. Overall, for every comment received from a customer, there might be many more who feel the same way. - Yolanda P.

I tried to place an online order on 4/19/20 for the $20, 12-piece family meal deal but didn't complete the order due to a $6.49 delivery fee. Today (4/20/20), I saw a TV ad for El Pollo offering "Free Delivery" due to the COVID-19 pandemic. I tried to order the same meal deal tonight, but the store had closed early. When I inquired about the deal, I was informed it's only available on weekends. This inconsistency is confusing and frustrating. I'm seeking clarification: Is free delivery currently available as advertised? Is the $20, 12-piece Family Meal Deal with leg/thigh and 3 sides still valid, or is it only on weekends as mentioned? I want to order the promoted meal deal without hassles during the pandemic situation. I appreciate your chicken but need clear policies.

I had an unpleasant experience at El Pollo Loco on 12/24/[redacted]. I intended to buy a meal for my family through the drive-thru at the location in Los Angeles, CA. When I tried to pay with EBT at the payment window, the cashier told me they couldn't accept EBT payments there and that I needed to go inside. After placing my order, I walked in to pay. Inside, the cashier got into an argument with another employee, ignoring the customers in line. When I tried to pay, I was told to wait in line again. Despite waiting in the drive-thru and then inside for a considerable amount of time, the staff seemed poorly trained. The lack of service prompted me to speak with the manager, who was unhelpful and unprofessional. I was disappointed with the whole experience and was even denied the manager's name when I requested it. The manager's behavior and the overall lack of customer service training were troubling.

I visited the drive-thru today on 4/15/21 around 2:15. I ordered a 10-piece family meal, but all the thighs were overcooked, making the skin tough and dry like jerky. Along with that, I got the lunch box meal with a chicken guacamole burrito. I specifically asked for guacamole on the side and no pico de gallo, but unfortunately, they gave me the burrito with pico de gallo and no guacamole. Since my son dislikes tomatoes, it was a wasted order. I couldn't check the food at the drive-thru, and only realized the errors once I got home. I called the S. Virginia location in Reno, NV, and asked for the manager, Juanita, but she was continually busy and didn't pick up my calls. I'm quite dissatisfied as I couldn't even return the food, and I wasn't able to confirm if it was alright to exchange it for a better batch of chicken and a correctly made burrito.

I am having difficulties with receiving an e-gift card that was ordered on April 30, [redacted]. Despite multiple attempts to resolve this issue over the phone, there has been no success so far. Hello Guest Inquiry, I am following up on an order placed on April 30, [redacted], for an e-gift card. The e-gift card associated with this order can be shipped to [redacted] Skillman [redacted], Dallas, TX [redacted]. Email sent from Yahoo Mail on Android. On Tue, May 4, [redacted] at 11:06 AM, [redacted] <[redacted]> wrote: Dear Londell W, Thank you for your contact with El Pollo Loco. The gift card is active in your Loco Rewards account. To access it, please select the Gift/Pay tab and click on Manage Cards. We have sent you emails on January 14, [redacted], and February 3, [redacted], regarding the eGift card being in your Loco Rewards account. If you prefer a physical gift card, kindly provide a mailing address, and we will be pleased to send it to you. Thank you, EPL Guest Relations

I was denied service at the store on Nolan's in McAllen, TX on Sunday, May 23, [redacted] around 1:30 p.m. The person I interacted with appeared to be Ana Ortegon, likely the supervisor/manager. Upon approaching the counter to place an order, I was informed that I needed to wear a mask in order to be served. It's worth noting that Governor Abbott has removed all mask mandates in Texas. Additionally, I possess a Religious Exemption card citing my legal right to not wear a face covering or undergo temperature checks or viral testing based on U.S. Federal Law Title 2 of the Civil Rights Act, [redacted](a). This card grants me equal access to all services and facilities in your establishment regardless of your store policies. It's essential to adhere to state and federal civil rights regulations or face potential legal consequences. I trust that this issue will be addressed promptly, and I anticipate an apology from Ms. Ortegon.

I shared the details of my frustrating experience with El Pollo Loco (EPL) via the e-dress on a receipt. I received a reply acknowledging the issues my husband and I faced, mentioning it was forwarded to the restaurant's management. Despite the apology, we were hoping for some gesture of goodwill, like free coupons, for the ordeal we endured, which deterred us from visiting EPL again. The lack of an email address for further communication, either from EPL or the representative Samridhi Gupta, adds to the dissatisfaction. I am unsure if further replies will reach me, potentially leading to more wasted time. - Diane E. Pfahler

Yesterday, August 31st, I visited El Pollo Loco Store #[redacted] in my neighborhood. I placed two orders: (1) 3-piece chicken meal with coleslaw and black beans, (2) Wing Lovers 4-piece wings with coleslaw and corn. I asked the cashier to check the wings as they are often overcooked at this location. She assured me this cook does a good job. However, upon getting home, we found that two wings were overcooked and dry, and the coleslaw was missing. Due to consistent errors, I did not contact the manager this time, feeling frustrated. I have complained at least three times this year and have even taken their survey in the past. This location really needs better quality control, unless I'm the only one who has issues. I've stopped going for a while and have switched to other locations farther away.

I have been a loyal customer for over 10 years. I would like to report a recent unpleasant experience at your El Pollo Loco restaurant located at [redacted] N Vermont Ave. This complaint is regarding employee Roberto, who works as a cashier. Roberto has continuously been disrespectful and argumentative for the past year. On September 2, [redacted], I was not greeted properly when I entered the restaurant to place my order. Despite the restaurant not being busy, Roberto's aggressive behavior created an uncomfortable atmosphere. I noticed that four other customers who were dining in had been waiting for their meals for over two hours. Feeling unwell, I requested the manager, Teresa, to take my order. However, Roberto became confrontational towards both Teresa and me, refusing to let Teresa assist me. He engaged in a heated argument with Teresa in front of the customers, displaying insubordination. I urge the relevant authorities to investigate Roberto's behavior and take appropriate action against him for his negligence and misconduct. Sincerely, M. Mitchell

I recently visited Restaurant number [redacted] in Fresno and experienced delays in the drive-thru line. After waiting for 30 minutes to place an order, I found out that nachos were sold out. I ended up ordering other items which also took another 30 minutes to prepare. It took a total of an hour to get our meals. Additionally, I observed employees eating in the food prep area at the pickup window, which could potentially be a health code violation. This occurred at Restaurant number [redacted] in Fresno, CA.

I ordered Chicken Tortilla soup for curbside pickup. When I got home, I noticed that the tortillas, cilantro, and diced tomatoes were missing. I tried calling the restaurant several times, but the phone rang about 20 times and then would disconnect. The online instructions advised calling, but it's frustrating that they don't answer. This soup was pricey at $8.00 and should have come with all the ingredients. It's disappointing that they were missing, and the restaurant's unresponsiveness is frustrating. I hope my next order will be prepared correctly and provided at no cost.

I would like to share my recent experience. In short, I ordered three tostada salads with chips, and only one was consumed. The other two salads I still have are burnt and missing 75% of the toppings. Even the chips were burnt. I reached out to El Pollo Loco but haven't received a response from a leader yet. I am disappointed that my complaint has not been taken seriously. I hope someone can address this issue promptly as I still have the order in question. Thank you, Brenda.

I finished work at 10 PM and had enough time to pick up dinner at the Paramount store. They are supposed to close at 11 PM, as they have done in the past and as listed on Google. However, the manager and employees at the Paramount store like to close an hour early, shutting down the kitchen and store without serving customers after 10 PM. It's frustrating to be tired and hungry with no other nearby options open. I will be taking my business elsewhere, especially since this early closing affects many others – there were at least 8 cars turned away. The lack of consistency is disappointing given the confirmed closing time of 11 PM just one week ago by this business.