What is the procedure for handling customer complaints or issues?

El Pollo Loco has a structured approach to addressing customer complaints or issues to ensure that every guest's experience is taken seriously. When a customer faces an issue, the first step is often to communicate with the staff at the location where the issue occurred. Employees are typically trained to listen to customer concerns and seek solutions on the spot whenever possible. This may involve offering a replacement meal, providing a refund, or addressing any service-related issues directly. If a customer feels that their concern was not adequately resolved at the restaurant level, they can escalate the matter. El Pollo Loco encourages customers to share their feedback and experiences through their official channels. This may include filling out a feedback form on their website or reaching out through other specified contact methods found on the official page. This process allows the company to review feedback systematically, identify areas for improvement, and enhance the overall customer experience. El Pollo Loco values customer input, as it helps them maintain high standards of service and ensure that patrons leave satisfied. It is always a good approach to check the current web page for additional details about their customer service procedures and contact options.