WEBSTER, TEXAS -- Entered El Pollo Loco Store 6156 at 1 PM on Thursday, May 4. They got my order wrong 3 times and then gave me some "attitude" as I was diplomatically trying to get what I had ordered. Counter person did not ask if "dine-in" or "take-out" so they made it for takeout and the servings of beans and slaw were TINY. They took my drink order but didn't tell me they were out of iced tea (unsweet). After several requests from me, they started to make some, but it was too late to drink it with my meal. Nobody seemed to be in charge, and nobody identified themselves as a manager, even though I was obviously unhappy.
Chicken was delicious as always, but the slaw and beans were not up to their usual standard. In fact the "Charro Beans" were more like a can of pintos that somebody had just opened. I needed a drink that contained no sugar or other sweetener, so I tried the "Zero Water" on their fountain. It sure wasn't "zero" and whatever it was tasted like it had a lethal dose of sugar.
I also got the strange feeling that the counter person and the people in the kitchen were upset with each other and were trying NOT to work as a team. Very strange. Love the chicken, but am reluctant to return to this chaotic mess where nobody is in charge, and nobody really cares about seeing that people are happy when they leave the store.
SAN BERNARDINO, CALIFORNIA -- First of all, I go to El Pollo Loco about 3 to 4 times a week. I spend about $25. to $30. per week at El Pollo Loco. Sometimes when unable to eat certain items I just talk to one manager which are most cooperate. This which I guess was the person in charge without a name badge. She said, her name was Paty. She that exchange the item but with full price and I would to go through the customer line again. She seems to be very upset because other complained that her shrimp was overcooked, at the same discussing with the employee who was getting orders, had many customers at the cash register waiting to order, and trying deal with.
Another thing, there were 3 employees working plus the lady. It seems to me that this in charge can't handle the employees, the customers, and public relations. If I'm treated like this in the future, I guess will have other places eat. Can you please correct this situation. Thank you. Rating usually is 5 STARS (BEST).
HUNTINGTON BEACH, CALIFORNIA -- I paid a total of almost $13 for the newly advertised on TV "Mango" Grilled Tostada and "Mango" Taco Plate with NO "Mangoes." When I complained to the clerk I was told they were "out of mangoes" and yet I was never told beforehand nor offered a coupon or free dessert after the fact. I specifically went to El Pollo Loco to try the new specials and was very disappointed and felt cheated by having to pay for something I didn't even get. I really feel like this is "false advertising" and I hesitate to ever go back again because of it.
In fact that was my first visit back to El Pollo Loco in several years because I was impressed that they had revamped their boring menu. Furthermore the portions were skimpy, the shells stale and the chicken hard on the edges as if it was old and had been sitting for too long. Bad experience all around and not worth the money.
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 than the original complaint.
The original complaint was regarding a coupon. That particular coupon indicated there would be a $5 discount if a family pack 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 was treated I'll gladly go elsewhere.
When ordering a Jalapeno sandwich without sauce I get a guacamole sandwich instead. Upon return I get a Jalapeno with more sauce than should be legal. Upon my second return I get another one full of sauce, at this point they had pushed my buttons. At that point in time I grabbed the bun and smeared it all over the drive through window, "What part of NO sauce do you not comprehend?" The manager then gave me my money back. What I fail to comprehend is it is cheaper for any restaurant to leave ingredients off an order yet they turn "no sauce" into rocket science.
CALIFORNIA -- Years ago this was good chicken, good loco salad, at a reasonable price. The prices have gone through the roof. The chicken pieces are half the size they were. Over a buck for two little nibbles? Yikes. I'm not Warren Buffet. No more specials on chicken, and sides nearly doubled in price. No more that place for me. If I want chicken, I'll drop the $11 at Hometown buffet and get all I want. It's just as good.
NORTH HOLLYWOOD, CALIFORNIA -- First of all, how dare you require my address in order to complain! I have been visiting your chain since 1988. Today was the worst experience ever at the Burbank blvd, North Hollywood location. The quality control was terrible. No breasts. No wings. No avocado salsa. No nacho cheese. Chunky and very watery salsa. The chicken in the tostada salada was old and tasted like it was refrigerated over night.
Every trip to this location seems to get worse and worse. They rarely have ice cream and when they do, they stop making it at around 7:00 pm. Often the cheese and fries are kept until they become very stale. The beans consist of about half water. I often wonder if I am going to get salmonella from the very lightly cooked chicken. I don't think the owner even gives a damn about the customers, and he lost one today.
LONG BEACH, CALIFORNIA -- I have gone to the El Pollo Loco on Market/Cherry and every time I have ordered a flan and every time they say they are not ready, I don't care if its 11 am, 1 pm, or 5 pm the excuse is the same. They have the best flans and I usually order 2 or 3 at a time at least twice a week and they tell me the same thing, they are NOT ready... Just thought I would inform you and I probably won't return if this problem keeps occurring. Thank you.