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El Pollo Loco Complaint - Customer service
Complaint
Regarding El Pollo Loco #3380 at 19762 Ventura Blvd., Woodland Hills, CA
I phoned the El Pollo Loco customer service line to make a complaint. This was approximately two months ago. I have never heard back from the company. Not a phone call, email or letter. I'm now more angry about the lack of response then the original oomplaint.
The original complaint was regarding a coupon. That particular coupon indicated there would be a $5 discount if a family pak of 12 or more pieces were purchased. The total price of the sale was approximately $22. As the order was being completed the employee said I had gone past the expiration date by 3 days. I told her I didn't realize that and she said that the order couldn't be completed. I asked for the manager and I was told the coupon had expired. I was very upset because I was seeing the same coupon being handed to other customers, so why was the expiration date so critical. If the point of the coupon was to bring in customers then why have an expiration date when the same coupon is being given out to others.
Since it was clear that this location had such great sales that it was willing to turn away a $22 sale. I drove a couple of blocks east and made my purchase at KFC.
I prefer El Pollo Loco but when customers are treated the way I wss treated I'll gladly go elsewhere.
I phoned the El Pollo Loco customer service line to make a complaint. This was approximately two months ago. I have never heard back from the company. Not a phone call, email or letter. I'm now more angry about the lack of response then the original oomplaint.
The original complaint was regarding a coupon. That particular coupon indicated there would be a $5 discount if a family pak of 12 or more pieces were purchased. The total price of the sale was approximately $22. As the order was being completed the employee said I had gone past the expiration date by 3 days. I told her I didn't realize that and she said that the order couldn't be completed. I asked for the manager and I was told the coupon had expired. I was very upset because I was seeing the same coupon being handed to other customers, so why was the expiration date so critical. If the point of the coupon was to bring in customers then why have an expiration date when the same coupon is being given out to others.
Since it was clear that this location had such great sales that it was willing to turn away a $22 sale. I drove a couple of blocks east and made my purchase at KFC.
I prefer El Pollo Loco but when customers are treated the way I wss treated I'll gladly go elsewhere.
Comments:
Posted by Sophia Marie on 2011-05-24:
An expired coupon is no longer valid - - that is why they have expiration dates. Unless you actually read the coupons being handed to other cutomers and can verify that they had an expired expiration date then your complaint is not valid.
Posted by littleshorty on 2011-05-24:
They were probably handing out valid coupons to other customers.
Posted by AshleyFurnitureRules on 2011-05-24:
Good review. Though the coupon had indeed expired as you mentioned, your complaint is valid because the manager showed favorism towards the others customer with coupons of the same expiration date.
You're smart taking your business elsewhere. It's their loss.
You're smart taking your business elsewhere. It's their loss.
Posted by littleshorty on 2011-05-24:
Ashley, we don't know if the other customers were being handed expired coupons. Some FF places have coupons all the time. I always use a coupon at BK cause they always have one to use
Posted by AshleyFurnitureRules on 2011-05-24:
Actually, I think a one-week grace period would be sufficient.
Posted by jktshff1 on 2011-05-24:
Like Dirm says, I can't agree with the grace period. Expired is expired.
Posted by trmn8r on 2011-05-24:
You were treated exactly the way I would expect to be treated. "I didn't notice" doesn't work with troopers when you are pulled over for speeding, and I don't think it should work for expiration dates on coupons, rebates, etc.
If the expiration date were not critical, there would not be one.
If the expiration date were not critical, there would not be one.
Posted by Venice09 on 2011-05-24:
Why would anyone think coupons were being handed out with the same expiration date? That doesn't even make sense. I'm sure they weren't giving out expired coupons.
It would have been nice if they just gave you a new coupon since they were giving them out anyway, but your old coupon was expired, and I don't believe they should have accepted it. Just think of the can of worms it would open if expiration dates were arbitrary.
It would have been nice if they just gave you a new coupon since they were giving them out anyway, but your old coupon was expired, and I don't believe they should have accepted it. Just think of the can of worms it would open if expiration dates were arbitrary.
Posted by PepperElf on 2011-05-25:
Exactly, it sounds like they were handing out new coupons... why the OP didn't try to get a new one I'm not sure.
Posted by Sheldonrs on 2011-05-25:
If they offered a one week grace period then people would come in with coupons 3 days past THAT and complain how they wouldn't honor it. See where this is going?
Posted by PepperElf on 2011-05-27:
Sheldonrs - EXACTLY.
Posted by GARY on 2011-07-09:
I used to love eating at your restaurants. Over the past year or so I've seen you pieces of chicken shrink to skin and bone (WHERE'S THE MEAT?) while KFC INCREASED THE SIZE of their pieces. So guess whose chicken we buy now. We still love your cilantro salad dressing and will miss it. Sorry
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