El Pollo Loco Customer Service Complaints - page 3

i will no longer be bringing my business to El Pollo Loco based on the horrible, incompetent service received at the Stephanie Street Location in Henderson, NV
after not receiving my tamales 2x in a row and complaining to the manager, the manager's attitude was unprofessional and rude!!! I spend $25-30 on average at each visit to be treated with no respect and being spoken to rudely warrants my business to be shifted to another establishment.

Victoria and Fifth streets in Oxnard CA. First horrible food I have ever had there. Chicken and the entire 2 utlimate double chicken toastadas were cold. Go there all the time. Sorry this is happening to you.

Hello.
I am so upset with the service your location Store#6032
11928 Garvey Ave.
El Monte, Ca 91732.
I ordered my meal for my family @6:37 PM. I had to stand for more than 30 minutes for my meal. I was never told to wait, or acknowledged about what was the problem, I stood waiting standing in your store I am a 52 year old disabled person. And I wasn't even given my order and since the long wait my food was absolutely cold. I will never eat at your place of business. I as deeply sadden by the awful customer service that is displayed at that location.
Thank you for your time.
D. Hernandez

I went to store #5397 and asked if I could get 2 separate orders and the cashier #429 Alexa R. said no and I asked her why and she said they were short staffed. She was the cashier at the window and I have had 2 separate orders before. Here's the thing, we are in a COVID crisis and I was going to get food for staff members to keep the crowd down and to keep us as safe as possible. You cannot go inside at this store so everyone is going through the drive-thru. I think 429 Alexa R. and the manager at this store need to be more understanding and also be aware of the order and not leave things out. I asked for peppers for 3 orders and they gave me one order of peppers. The manager did nothing to accommodate me and then I had to stop the car in the drive thru and walk back and ask for my receipt. Maybe El Pollo Loco should have a diverse staff and not just one race working in all of the stores that I have gone in. As of now, I will not eat at any El Pollo Loco or recommend El Pollo Loco to anyone. I think they are only catering to their own people.

I ORDER THROUGH THE EL POLLO LOCO APP. MY ORDER NEVER WAS DELIVERED FOR MY 95 year Mom. The refund my Mom is owed is $28.14. I talked with the manager of my local El pollo, after over 2 hours "Janet" the manager said it was not pick up, I had to cancelled I was promised about 45 mins ETA, THE FOOD NEVER LEFT THE RESTAURANT, I I called back and cancelled, I had to replace via DoorDash or Uber to get Mom food after almost 3 hours, PLEASE REFUND MY MOM's Money of $28.14. The bad part of this I have contacted el pollo loco customer service line on 877 375-4968 on 3 occasions, the first time on September 6, I did not get their name, she Romisenme someone will soon contact me via phone oe email, no call, The 2nd time on 9/19, I talked with Kim she said the same, My last contact I talked with Gabriel, he found all of my contacts I have made, and he promise someone send GIFT CARD AND MY MOM's refund. I can not believe this is how El Pollo Loco operates, anytime there is an problem with DoorDash or Uber eats they investigate and I am usually refund almost immediately, I know I order a lot. My email is:
[email protected]

The Montclair, CA, El Pollo Loco should be avoided. This establishment regularly gets orders INCORRECT and just as regularly serves burnt, black, dry chicken. They just do not care about the quality of their food. You will be very disappointed with what you spend your hard-earned money on at this place. I became ill after eating two pieces of chicken from my last...and I mean LAST order from this place.

My first time going to Pollo loco I ordered my food through the drive-through I circled around and parked in the handicap space . I clearly observed the gentleman that took care of me empty a garbage can when suddenly a customer walked in and he threw the bag of garbage outside near the can . He proceeded to go behind counter and without washing his hands began taking the order and serving the food . I was totally made nauseous and upset at that point I had to throw all my food away afraid to get sick with whatever bacteria was contaminated . Employees need to be retrained about contaminating the food and The importance Of washing hands. both employees could use clean uniforms

Hi, I made a formal complaint about the el pollo loco on Ventura bl and Corben. (Woodland hills).

The (sewer smell) inside the restaurant is disgusting it could potentially CONTAMINATE the food.

I'm the one also made a complaint about your manager (Maria) who refused to cook the chicken a bit longer.

I told her that I have (digestive issues) and my food had to be well done.

She also refused to let a teen kid go (pee) if he didn't purchase something.

I told her to pretend the kid was with me and to let him use the bathroom.

I just spent $15.00 at that very moment.

The Maria Manager is a horrible person.



Ok someone responded to my complaint and told me to come to this site.

I vivited El Pollo Loco located at !201 S. Beach Blvd. Anaheim, Ca 92804. corner of Ball and Beach Blvd. I ordered double Chicken tostada salad and burrito classic combo no beans. We were going to eat our food there after looking at the tables that weren't cleaned off we decided to take our food home. While observing my husbands salad he noticed that there was no double chicken on it so he asked the person to put some more chicken on the salad. We then left took food home to eat . I found out my chicken burrito had no chicken in it and it was a smallerburrito than normal I guess because no meat was in it.. At first I wasn't going to take it back but my husband went to eat his salad and the chicken was hard as a rock like it was old. So I took both of our orders back to let them know that we weren't satisfied and the reason why.I told the cashier first and then she had the manager speak to me. He started by not apologizing for my inconvenience as well as the poor preparation of food. He proceeded to tell me like i was irritating him they can remake the food. I told him my husband is upset and he just wants his money back, Again irritated he said he would do it this time only. I then said he probably wont have to worry because of his attitude I wont return to this franchise. He said good. I said that's not the way to handle customer service especially being a manager. Never throughout our conversation did he say I apologize or was sorry. I go to El Pollo Loco 2 to 3 times a week between myself and or my husband. I like El Pollo Loco but todays experience for lack of better words was handled unprofessionally.My husband and I eat out allot so we are aware that sometimes things happen but the main goal is to resolve customers issues in a manner that they feel satisfied or compensated properly when they leave neither of those was accomplished on todays visit. I also am an El Pollo loco rewards members in which we have used at least $30-40 from how much we spend with your company. The manager I spoke to today was Luis and he didn't make me a happy customer nor my husband. I will attempt to reach out to corporate on tomorrow as this is Sunday. Luis was the manager on duty chk # 899 at 12:22 pm

Cool food, extremely rude service when I telephoned. Stated the dissatisfaction of cold chicken, she checked with the cook, and insisted it was in fact warm.
Telephone operator hung up the telephone when I requested her name.
Called again spoke to Fidel, store manager. Not very helpful.
Store 5905
800 Sepulveda Blvd.
Manhattan Beach Ca 90266

We had those most Pleasant experience at your Pollo Loco on Washington Blvd in the city of Whittier this pass Thursday...we go there at least once a week if not more with our grandchildren.....never again will we go there again.....There was a man drinking beer in an open container Out on the patio, then the most filthy man came in and was just sitting around at different tables.......do I want my children sitting there and eating after he had been at the tables?? No Manager ever came out to say anything....on that particular afternoon the restaurant was not that busy and all the employees at that time saw this man come in and out of your establishment....I'm letting everyone on my social media know about this situation and to make sure they stay away from this Pollo Loco.....

I am a frequent purchase at store #3804 in Beford. At least 2x week or more. This location has consistently gotten orders WRONG! Always missing something. These kids have no respect for the dine in patrons. LOUD, Cursing and goofing around. No wonder the orders are wrong. I will seriously consider returning.

I am a 73 year old living on social security. I eat at your store #5979 at least once a week, but the food and service is so poor I am reluctant to go back. Most of the time my order is wrong or incomplete. They charge me for sour cream that I rarely get in my order. Tonight I ordered mashed potatoes and gravy, flour tortillas, etc. Well thet did not have flour tortillas so I got corn. When I got home and opened the mashed potatoes, their was a huge brown, blood- clot looking blob on top of the potatoes. It was so disgusting I almost threw up. Would love to send you the picture I took. It looks like gravy that has been sitting for weeks.

I work by the el Pollo loco in Carson, but I live in long beach ca.this is the second time I have ordered from the one in Carson, both time the order was wrong, food not good. Last time they had ran out of lots of things, such as chips, cabbage. today cut the cake, I ordered a chicken burrito with only meat beans an cheese sour cream an guacamole.in big writing I stated NO RICE. it was full of rice, no cheese, no sour cream, an no guacamole, an no beans, very dry, I gave up ten dollars an got nothing. in long beach I have never had this problem, food always good, I will never eat at this one in carson ca again

I enjoy the chicken and tortillas.

BUT... i get consistently WRONG side orders at drive thru this time beans were entered and served, instead of the rice i ordered. I was extremely dissatisfied when I arrived home and it spoiled what i had to eat. Can I get a replacement of the CORRECT order??

I tried to order a 12 piece family meal by phone at store #6122 in lancaster CA. store they told me they were to busy to take my order by phone to order on line, when I placed my order of a 12 mixed piece meal online I tried to use my coupon that should have reduced the price to $23.00 but your web sight would not allow me to use the coupon online, whenever I ask the manager to deduct the coupon amount she said she did not know how to , so I asked her to cancel my order and refund my credit card she had to ask her manager and disappeared for around 10 minuets why all the other employee looked at me a shook there heads and laughed , so I finally called the store why I was still waiting inside and ask the manager to please come back out to the counter to let me know what is going on , I think she said her manager was on the way but there was nothing she could do to refund my money, wye all the employees were still watching us and laughing! What great Managment