The service here is impeccable! Brenda S. On day shift needs a raise. She is absolutely amazing. Excellent customer service every time! I honestly feel like family there. Her manager is wonderful too. Food is excellent. It makes our neighborhood much more enjoyable. Thanks guys.

I want to mention that, the service and food quality at this store is amazing and it continues to deliver consistent flavor and results. The manager, Anthony, and the associates at this store are all amazing and very cheerful and taking care of their customers. The environment and facility cleanliness is also kept in great shape. It seems like all employees are well taken care of as I see positive moral and everyone smiling. Thank you, Anthony and team for taking care of your customers.

I'm shocked to read any negative reviews. My husband and I have always had great experiences, the customer service is always above and beyond, the food is always cooked to perfection, the dining room and bathroom is clean. I give them a 20 out of 10. Keep up the good work you crazy chicken employees.

Easy to order in the app. Food was ready when promised. Everything tasted great. Appreciate that they’re open late on weekdays.

Today was my first time having lunch inside of this restaurant. The tortilla soup is to die for and the chicken bowls are always a classic staple! As I was sitting there, I couldn't help but over hear Theresa as she trained a couple of the employees there. She was so kind and so wonderful with how she spoke to the employees and the customers. It was such a pleasant experience to sit inside with a great meal and have that dining room filled with her kindness. I felt compelled to commend her before I left because I really wanted her to know. I don't remember the name of the young woman who helped me, but she was one of the people being trained, and she did so well. I look forward to returning and having more amazing food with amazing service in a very clean restaurant!

My puppy ninjas has hi to everybody and thank you for feeding my mommy

Anthony and Brenda on day shift!! They make my day so much better. If I’m having a bad day, I know I can count on the El Pollo Loco team to put a smile back on my face. Food is always great. Give Antony a raise for all his hard work and efforts.

Theresa was helpful I was lost on what to order but she was very patient and am very helpful thank you. Appreciate it will be back again her attitude, which is amazing too.

Anthony and Brenda are like family now. They provide impeccable service every time. I wish all the El Pollo Locos could be managed by Anthony! He seriously deserves a raise for consistently going above and beyond upon every visit I make. I mean that 100%. Thanks again guys.

Best service from all staff. Manager Anthony, has excellent service. The BEST I've had. I drive from Palm Springs Ca, just to eat in this Pollo Loco in Redlands. The crew goes above and beyond. Food is the BEST 👌

Amazing service. My Chipotle and guacamole burrito was the BEST. My chips fell in the ground while eating and Anthony was kind enough to replace them at no cost. This is what I call best customer service 👏

Good affordable food The salsa bar is gone

John Clenton

Healthy eating for a reasonable price. Quick service here.

Estephanie Viramontes

I went yesterday on my lunch and had an issue with the reward on my app. Brenda the manager on shift was really kind and helpful. She fixed the issue and gained a loyal customer just on her customer service alone.

Via L

The food was amazing and fresh always hot never cold! Best tacos and chicken.

Sandra Gutierrez

Food is absolutely terrific every time. Atmosphere is very gloomy. You have to ask for everything, such as salt, pepper, sugar ,sweetener and even napkins.

Kunal Thangaraj

The management the workers the Chicken everything here is good except for the beans they weren't cooked long enough last time. Deffenetly worth the prices.

Shout out to Jackie for taking my order after I witnessed that El Pollo Jason has now installed the kiosk menu's. I, for one, will walk out if I have to use one. My belief is, why should I have to take and / or place my order when the drive thur get to have a live person take their order. Once this goes into a permanent status, my wife and i will no longer be doing business if any future visits!

Great fast service. Worth the money! Deliciously prepared though their shredded chicken nachos could use a little more guacamole and sour cream. They only give me one scoop each!

I forgot how much I love this place.

+3

This spot has been here for years. Serving up the quality chicken and so on you expect from El Pollo Loco. It's definitely a chore to get in and out of due to the location to the intersection and that the parking lot doesn't connect to the other surrounding businesses.

Good healthy options me and my wife enjoy. We get food from the drive thru almost weekly for years. I like to get there around 11 at the latest if I'm picking up food on my lunch break the drive thru can get crowded and I find the chicken is freshest and tastes the best earlier right after they open.

Not much to say but the food is always good. I wouldn't bring a date, at least a new one, to a place like this. I love the Taco's Al Carbon, best tasting taco that's not Carnitas. They also have a great chipotle sauce that gets neglected but is awesome.

Great customer service by Team Lead, Andrew Bacon. I explained to Mr. Bacon that this was my second visit in a week and both times my order was incorrect. I was pleased by the response of Mr. Bacon. He was very apologetic and took the report seriously and stated he would talk to the Team. I can see why he was promoted to Shift Lead as his approach to his position was very professional and courteous. Thank you, Mr. Bacon.

Brenda Lamadrid

Food is good most of the time. Quick and easy drive thru. Always good coupons.

Yesenia C

Drive through line is ridiculously long!!! I thought I was in line at in and out. Lol If you're in a hurry go to another el pollo loco . This was on a Saturday night so maybe I came at the wrong time . Idk BTW Skylar was super friendly and apologized for the long wait. She said some people didn't show up. So totally not their fault. Food is always good:)

Customer service could of been better, lady at the window wasn't friendly nor did I receive my receipt

There's definitely a difference in service and ambiance when you contrast them against Chick- Fil-A or an In N Out. The employees seem haggard and looking forward to the days end. You can't be the best place to buy from if you're not the best place to work for. Quality and service are reciprocated values.

I was on my lunch break and ordered food ahead of time in hopes of having it ready. By the time I got there. I ended up spending 30 minutes waiting for my food and they still got it wrong. I don't have much success with El Pollo loco restaurants, but my friend wanted to give it a try. I doubt it if I return anytime soon

Always great food but yesterday wa slow go in the drive thru. I spent about 25 min, five of which were waiting for my change at the window. They'd evidently run out of change. They may have been short on help. The chicken nachos made up for everything. Sooooo good!

Slow, sometimes the employees have a hard time keeping up with cleaning (bathroom & salsa station). Flavor of the chicken is not consistent (lacking). I've had multiple times that the order was wrong.

$32 bucks for 8 liiiitttle pieces of chicken, a medium container of rice & beans and an "oversized" (yeah right) chicken & avocado casadia...hmmm

We've gone to this location several times and are usually pleased with the service. Tonight, the service was courteous and quick but half our order was wrong. We ordered 2 chicken Tinga burritos, and noticed when they handed us the bag that the 2 had the "spicy" sticker. We clarified that it should be 2 Tinga, not spicy, and the employee said that yes, the ones with the spicy sticker were actually Tinga. When we got home and opened them, both had only beans, rice, cheese, and a small piece of avocado...not a single piece of chicken in either burrito!! Very disappointed this time!

Service and food is always good, however, the dining area is ALWAYS dirty. Makes me wonder how clean the kitchen is kept

JOnas

Got my coupons so couldn't wait. The entrance to this place is very tight if you blink you will miss it. The service is superb. However the servings are lacking but thats the corporation is not the location. Pollo Loco like other chicken restaurants have a culture of rationing chicken in their servings. It is supposed to be pollo asado but is barely done. My tostada lacked flavor, they take Mexican food, and deprive it of the flavors. Also, ask for your drink with light ice, they go heavy on the ice. Since I had my $6 coupon it was bearable but if i had to pay full price, I wouldn't be satisfied.

Chicken was good but the side of avocado was 89 cents and let me tell you it was 2 little slices. Also I ordered broccoli that was cold and raw! I dont think I will be back!!

Always shorting the orders. Every time I order the half chicken meal, I am shorted one pack of tortillas unless I open the container to verify. Employee SEEAIRAH is the worst, seems annoyed when this is brought to attention. These employees need retraining, UNLESS this is a deliberate attempt to save money by the management.

Horrible food! Over cooked chicken that tasted like it had been cooked in burnt week old grease, side dishes have no flavor. Will never go to another El Pollo Loco again. First and last time ever. The only reason it has 2 stars is because of the patient woman cachier and the salsa bar.

I orderef the shrimp taco box. The shrimp was dry and tough. The Taco itself was dry inside. There was more rice than beans, and the beans were dry without any juice. I had lemonade and it tasted like that were chemicals in it instead of lemons. I exchanged the lemonade for raspberry tea and the syrup and it was so strong I would have got a sugar rush. They obviously don't try it before they sell it! The fries were good that I ordered separately. I was really disappointed as Pollo Loco used to be my favorite restaurant until I moved away.

El Pollo Loco used to be a great place to eat, but lately it's been a disaster. The last time we went our order was incorrect. We ordered a vegetarian burrito, but got a burrito with a lot of chicken. We also ordered 2 salads and the chicken was very dry and scarce. They even gave us the wrong dressing. I am sad to say that if they keep going the way they are now, they'll end up closing. People want good fast food with decent service, but El Pollo Loco is going the wrong way.

Not quality chicken. Slow service. Do not tend to get orders. Too expensive for the quality of food.

I have to say up front that this is not the location that I most frequent. It looked like most places but I must have been the lucky one to have to deal with the young man that took our order. It was as if I was bothering him or something with each step in ordering food. I tried to make it as simple as possible but that didn't work. Thank heavens the two ladies near him overheard everything and explained it to him. As far as the food was concerned, well, it just didn't seem as fresh as what I'm used to. I was buying for family members so it's not like I wanted to back and have it fixed because of time restraints. I'm sure at some point some people get the fresh stuff. I don't think I will visit this place again.

Disappointing experience. Ordered 16 piece mixed chicken, and all pieces (drumsticks, wings, & breasts) except chicken thighs were completely overcooked, dry, and inedible. The rice was also overcooked and dry. Ordered chicken avocado burrito, and chicken in it was dry. 4 extra chicken breasts were cooked fine. Ordered through the app, and still didn't get order correct - requested mild red salsa and got green cilantro included. Will go to other local El pollo locos next time that are better.

Miserable experiences these days no ac, out of tea and the usual unsanitary conditions in the setting area where almost every table is dirty. This has been a consistent issue. Someone is not doing their job or the management needs to be replaced.

Customer service skills are lacking, to say the least. I noticed a lady preparing a burrito and the tortilla was on top of the counter instead of on the foil paper they put it in. Gross!! The fresh red salsa has NEVER been fresh and their tables were all dirty.

This location has gone way down... minimal portions, flavorless condiments; no pico de gallo, no salsa... I was given a packet!! Really? No tortilla strips in the Loco Salad...crunched up tortilla chips for nachos, chicken legs that don't look full grown! DO BETTER! The consumers are why you're in business. Remember that and treat us well and care about how the food is prepared! Please.

Food is delicious, service is terrible!! Nothing but high-school kids working at night and all they seemed to want to do is laugh amongst themselves and socialize. We were such an inconvenience to them and it showed.

Haven't interacted with staff much, but drive thru staff can be a little short, not super friendly. Food is always good, though. Edit for a recent order I ordered my usual 3 piece breast and wing combo for delivery. I didn't receive the chips with my combo, which I was disappointed about, but no big deal. Then I started to drink my soda. My straw got bent, so I just pulled the lid off to drink straight from the cup. Except I noticed something off about the ice. There was A SECOND DRINK LID SHOVED DOWN INTO MY DRINK. So nasty, I'm not even going to drink it. It's going straight down the drain. That's gross. I don't know who touched this lid that was fully submerged into my soda. Who would do that? Why? What the heck?

The staff are polite, but there are serious issues with the workflow at this location, as I've experienced for the THIRD time now. I have ordered takeout three times over the past couple of weeks, and every single order was wrong in a significant way. I do not experience this at any other El Pollo Location. A few weeks ago, I ordered two items for take-out (two bowls). When I arrived, they handed me a bag with only ONE bowl. I had to show them the receipt to prove I ordered two bowls, and they made the second bowl without issue. I assumed it was just a one-off, but a few days later, I placed another take-out order, which included the Queso Crunch Burrito Bowl. According to the menu, this item includes "a side of crunchy tortilla strips", which is the main draw of this burrito bowl (it is literally in the name). When I took the order home, there was no side of the tortilla chips. Today I placed another take-out order at this location (because it happens to be closest to where I live): the Queso Crunch Burrito Bowl and the Classic Tostada with added guacamole (attached photo). When I arrived 20 minutes after the order was supposed to be ready, it hadn't even been started yet. They made the order, and when I got home, I found that BOTH items were incomplete: the Queso Crunch bowl was missing the main ingredient (tortilla chips) again, and the Classic Tostada was missing the added guacamole. Again, the staff here are fine and friendly enough, but I have not experienced this consistent pattern of messing up orders at any other El Pollo Location, such as the Corona location I have eaten at several times.

Grace

No sauce for tostada Just 2 salsa which I asked for extra No drink for combo set The guy who got order should learn the menu more...

Jill H

Terrible customer service. Whem walking in-store to place an order, the employees always make customers feel like it is an inconvenience to physically take a customer's order instead of having the customer use the kiosks. Unfortunately, sometimes the kiosk or online option does not allow for changes or substitutions that an employee can do. Management really needs to step up their training for employees on customer service and manners. This is definitely a teachable opportunity.

Bre Maldonado

Their chicken burritos are soggy and unflavorful. This location never makes your food fresh.

Kassandra Halford

Pathetic amount of chicken on the double chicken tostadas. I ordered 2 double chicken tostadas and there was exactly 8 pieces of chicken. Looks like a normal order that I was just upcharged for. I also specifically requested no sour cream or cheese on ONE tostada. They did it for both. And last but not least, the extra salsas weren't included nor was I asked before they shut the window on me. I had to wave them down and ask.

Reddiy

Update: 8/2022 - So no Dole Salad Mix but now you don't even get a sufficient portion of chicken in the CHICKEN TOSTADA!! I TRIED. This location needs new management and employees. Not worth the price! I could've purchased the loco salad!! ______________________________There is some food f--!@ry going on in the kitchen! This is THE WORST Tostada I have ever eaten! Dole salad mix with purple cabbage, chicken crumbs equal to less than 1/2 an ounce of chicken, and avocado dressing with the consistency of water!!! None of the ingredients had flavor/seasoning. Don't waste your money!!!!

V. Ram

This location is a little out of my way but it used to be better than the location in hospitality, this is the second time they swap my order after confirming your order at the speaker and at the window they don't even bother to let you know, they could have taken a minute to let you know if they ran out of the tostadas but they don't bother so they just give you a salad instead. I stopped my prior usual because it was always wrong figure it was a misunderstanding apparently most orders are misunderstood and you get what they give you,part of this was our fault too for trusting we got what we ordered and not checking before leaving, so if you're a client here... Check your order before you leave 🤷🏻‍♀️ communication is the easiest part to keep customers, yet taken for granted so easily

This is the second time I’ve ordered a salad from this location, and it’s quite clear that they not only half-fill the dressings, but that they also water them down. Talk about penny pinching and making a normally delicious salad incredibly bland. Thanks for being cheap with $7 salad. Very disappointing.

Multiple times drive thru does not get the order correct. Really sucks when you’re on the go.

I have eaten here a few times and was always a little disappointed by the slow nature of the service as well as the disorganized management completing orders in a random order. Today i watched as several people who ordered after me got their food first. So i went up to the counter to see what was going on and got some guy who was high on marijuana asking me for my receipt to see if i ordered even though he took my order maybe 20 minutes previously. It gets worse as i watch them prepare my order and sides. The MANAGER OF THE LOCATION puts some random side in a cup, realizes that is the wrong item, dumps it back into the food, and proceed to put my salad in this same cup. I had to ask her to make me a different salad. When she did it and gave me sas about it, there wasnt a better feeling in the world then to tell her i would be getting a refund for my order. And she tried to tell me i needed a reciept. LOL. Undoubtedly the worst experience i have ever had at a restaurant and i will never return, ever.

I continue to go there... Don't ask me why!!!!!!!????? Every time I hope and think it will be better is not!!!!!!. I get off work late. Right of the freeway so I give them the Benifit of a doubt!!! To be desapointed every time. The food it's cold. Then it's missing something. I ask it one way they give me another. Today was the final straw. I ordered a item which it was totally wrong! Cold!! Broken and watery!!! I just had it. No longer will I go there. Gosh!!!! It's so sad it was one of my favorite places! This place hones to lay it's horrible now the food it's horrible. I wonder if they only have kids working at nights. Because everything at night it's just so inacceptable

Dried out chicken in the Pollo Bowl. Went through the drive-thru at lunchtime. The chicken in the Pollo Bowl was dry and crunchy. Didn’t taste much like chicken. Should have been tossed out instead of being served to customers.

Has drastically went down in the quality of the food and service. Eat lunch around 2PM and the chicken used was hard and dry. Barreto was mostly bean and cheese for an over 8 dollar price. Girlfriend's salad at another 8 bucks with dried up chicken and yellow lettuce.

WORST VISIT EVER!!!! The employees are rude and disrespectful.. I went and got lunch for myself and son, came home (not even 5 mins away) and my polo bowl was cold. So i went back and one guy was really nice and said no problem we can make you a new one. When he took it back 2 female employees said "really she went home and came all the way back cuz its cold.." first off atleast wait til i am gone or didn't talk so loud that i can hear you.. like really do you want me to stick my finger in it before i leave to make sure its warm.. When i talked to the manager about he didn't seem to care.. well we won't be going there ever again. Oh and it wasn't even busy..

I frequently come to this location.The manager doesn't know what she's doing. She's very rude and has an attitude. She lost my rewards when she took my phone and kept pressing on the screen, and all she can say is sorry with and attitude and telling me you need to speak to rewards people.

Customer service is good but the portions of the food it's not well portioned out they give you pieces of chicken that belong to a baby chicken and expect you to pay full price for the food and the chicken is burnt to a crisp so if you're getting a wing all you have is burnt bones and the drumsticks are dried up the churros used to be very tasty now they're dry with no sugar on them. The commercial is very deceiving showing juicy delicious food but when you get there is dried and burnt and the portions are horrendous.

If you're reading this, stop and go to another El Pollo Loco! Horrible experience today, my last time ever buying from this location. To start, I was treated rudely and impatiently by Yadira while she took my drive thru order. When we pulled up to receive our drink and family meal bags, she angrily brushed off our request for salsa by repeatly saying, "It's all in there" while rushing us off. (Owner really needs to evaluate and correct the lack of customer service from these employees) When we arrived at a local park to eat our meal, we realized Yadira had not packed us any napkins, utensils, or wipes. Never have to request these basics at any other branch. To top off the incompetent treatment, we found a black hair in our large side of corn. I recommend visiting the El Pollo Loco on Highland Ave in San Bernardino near Target. They've always treated us with courtesy and professionalism and the food is great.

Horrible food. Salsa expired, Drive orders shorted, chicken is tasteless and dry, Tortillas steamed and fall apart into pieces on the touch. Bow this one is better than the one on Tippecanoe. El Pollo Lock was good once, years ago. The Salsa Cups lids were buldged up do to outgassing of spoiled tomatoes.

Smallest chicken burrito from el pollo loco I’ve ever had. It didn’t even feel like there was chicken in it. Additionally, they gave me 1 small paper napkin. I was barely able to wipe my lips with it. Don’t waste your money here. This was a take out order.

Worst El Pollo Loco tostada I have ever had in my life. Chicken not cooked very well - chewy and lots of fat and smelled bad. The tortilla soaked in bad oil. I threw away the chicken and couldn't eat the tortilla. My first and last time to get food at Redlands location. Never had bad food experience at El Pollo Loco before. Also, they cashier scanned my coupon and my points were never recorded. Drive through is super slow.

I am a Uber Eats Delivery Driver. After todays customer pickup at the Colton Ave., Redlands location, I would like to extend a triple thumbs down, and a zero star rating for their lack of what is commonly called customer service. This has been my experience. Their staff is completely unprofessional & unfriendly no matter the day or night. Management may carry the title, but he lacks what it takes to be one in its truest sense. In all my 40 years in the food service industry, have I ever interacted with one more rude, and this over a simple thing as filling a couple of drinks which they seem to have an ongoing problem doing. As a driver, it is not required of me, nor should it be expected by the establishment, for any driver/delivery person to, get straws, utensils condements, or more importantly, to be the one to fill the customer's fountain drinks or the need to ask for a safety sticker to be placed on the lid. I take great pride in the packaging, security and safety of the food items I deliver. Today was not the first occasion that I've met with "attitude" by asking that they please fill the drinks. The employee insisted that I fill the drinks. I asked to speak with the manager, who standing near by, overheard the exchange that just took place. With additional "attitude", he informed me that if I didnt want to fill the drinks, I should cancel the order and let someone else pick it up and proceeded to tell me he recently spoke to Uber with regards to this issue, shrugged his shoulders, gave me a look as if to say, to bad, and turned away. 😞

I will never come eat here, they rip people off. Hubby got a birria burrito and there was only three pieces of meat and more cabbage lettuce. Also I got a 2 piece chicken meal, they gave me a small chicken leg and the thighs was so small with less meat it was tiny!!!!!!...I was upset of how much I spent and didn't get the best food.

Placed an order on the app for the curb side pickup.... My order was supposed to be ready at 12:47pm. I had to get off my car and leave my daughter alone, because no one was bringing my food!!! I called and NO answer!!!! Once I got in there, there was this white girl with a nasty face, I asked her for my food and she just pointed at the bag and when I asked her if someone wasn't supposed to take the food to curb side, she just turned her back at me and left me there talking!!! I told her she shouldn't be working there with that NASTY ATTITUDE!!! NEVER EVER GOING BACK!!!! 525 Jeylin P Oct 25' 2021 1:00pm.

Drive thru wait was ridiculous, the girl at the window tells me she is too busy to walk in the dining area to get my salsa and I need to get out my car and go in after waiting in the drive thru near 30 minutes when there were only 3 cars ahead of me. I ordered 2 chicken nacho combos and mine had guacamole and sour cream but no cheese and my husband's had no guacamole barely any chicken and both ours was all chip crumbs,so we had to eat with a spoon. This particular el poyo loco is always running out of food and the employees are rude.

At least the food taste good but the service insider was horrible. Poor guy at the register is obviously new and they leave him as the only cashier. Every question you ask him he has to ask someone else the answer to. I'm assuming it's the manager, but she's lazy. She's lolygagging around the kitchen doing misc things while the line is growing and growing. She finally comes up close to the counter and i tell her "you really shouldn't leave someone obviously new at the register alone".... She rolls her eyes and said, he's not new he's just still learning. So i said well if he's still learning someone should be up here with him to assist him and not let the line back up. She just ignored me and gave me a dirty look. Then we go to sit and wait for our food and all but maybe small tables were empty and dirty. I understand when places are busy things happen, but they weren't that busy and the manager could've stopped puttsin around being lazy then all of this could've been avoided and there wouldn't have been irritated customers.

Horrible burritos. I ordered 2 burritos and they were cold inside and out. The tortilla was literally hard and uncooked. The sad part is everyone okayed the order as they touched it and packaged it. Check your food before you leave the property, because this is aggravating and uneducated.

Saturday evening 6:20pm, driver-thru only. > NO option to pick up inside or order inside. * Drive-thru was 45 minutes! (5 cars in front of us...) * * BE WARNED once in drive-thru line, you are trapped, curbs on each side, unable to leave! > Finally at drive-thru window...Employee took our $$, gave us drink & receipt, though did NOT give us our $7 + change > > Asked employee for our change...reply "oh, I didn't give you your change?" - - - Unfortunately, nothing positive about this El Pollo Loco location, but will go to other El Pollo Loco locations

Not happy with the treatment I received through the drive thru. She was rude in her tone even after I was talking nicely to her. I ordered a sprite and got some drink that tastes like water with aspartame in it. I went inside to change out my drink and the manager was second guessing me after I told her it was the wrong drink. I will not be coming back.

I ordered here and they were out of almost everything I wanted but waited until I pulled forward and paid to tell me. I was shocked at how much better the food tastes when they have everything available- which I found out when eating at another location.

BRC combo no longer includes any side except their boring chips and the dull little iceberg lettuce side salad that now has to be purchased separately for $6,00. My chicken burrito was mostly cabbage with little chicken or avacado and not much flavor. Previously ELPollo had been a reasonably flavourful and inexpensive quick stop. Not anymore. We're done

I visited the Pollo loco on Colton avenue in the city of Redlands California there is he she look alike named RAE SHE HAD A UGLY ATTITUDE..RAE SHOULD NOT WORK AT FAST FOOD IF YOU CAN NOT TREAT CUSTOMER WITH RESPECT. TO BE WORKING AT FAST FOOD YOU HAVE TO LOVE YOUR CUSTOMER RAE.

As much as I frequent this location, I really hate to write a bad review but I am so angry and disappointed right now. I went to the drive thru today (7/2/2024) at 320 pm according to my receipt. Restaurant number is 5790. I ordered a stuffed quesadilla, mashed potatoes & gravy, extra gravy on the side, a LARGE Dr. Pepper (even states large on my receipt) an order of churros, and one large creamy cilantro dressing. When I arrived at the window to pay, I presented a coupon (from the app) for a free order of churros, which the window attendant scanned. After I paid, she handed me my drink first and I immediately noticed that she was trying to give me a small drink so I told her I ordered a large. She told me to keep the small drink and proceeded to give me a large. I specifically asked her to check the bag so that I wouldn't have to go thru the entire bag to make sure all items were there and hold up the drive-thru line. She said she packed the bag herself and that everything was there. When I got home, I discovered that the churros were NOT in the bag. And when I took a sip of my large drink, I discovered that it was DIET coke instead of the Dr. Pepper that I ordered! I called the store and a woman answered the phone. I asked to speak with the manager. She put me on hold, and when she came back on the phone she told me the manager was in a meeting for the next two hours! I asked her who else I could speak with, and she said I could speak with her because she was the "shift lead". I explained to her everything and she said that next time I come in that they will give me a free large drink and free churros. I stated that it doesn't help me right now, and she asked if I could come back to the store right now. I told her no that it was too hot and I didn't want to be inconvenienced with going there again. I then proceeded to ask her who I would need to speak with the next time I come in so that I may be sure to get the free large drink and churros, but I couldn't even get halfway through my sentence when she cut me off and stated, "Well that's all we can do for you" and then actually HUNG UP THE PHONE on me! I tried to call back right away to explain that I was trying to get a name for when I come back in the future, but of course nobody answered the phone this time, because she knew it was me calling right back. What poor customer service!! I was really offended! So now that the workers are getting paid $20 an hour I would expect excellent customer service and much excellent quality control!! I find that the only time everything goes smoothly and my order is perfect with excellent customer service is when Anthony is working and taking my order, as he ALWAYS makes sure that everything is in the bag.

Went through the drive through, guy gave me my total of $16 than went to the window and gave me a different total of $18 . I corrected him and he put his hands up saying "oh don't beat me up" ??? Ok. I wasn't rude when I told him I was given a different amount. Just be professional.

Erratic food quality and terrible customer service. One time the food will be excellent and the next time the chicken is so dry as to be uneatable. What does not change is the lousy customer service. My last three times I have been there (drive t through) they have not given me a receipt. This has caused me to lose points towards awards. In my last three orders they have failed to give me the salsa I asked for. Managers do not appear to know what they are doing. Our experience in last three times we visited: Three times ago the food was excellent but the associate struggled with the order system. Two times ago, I used an El Polo Local coupon and they charged me an incorrect amount. I brought it to the manager's attention and she refused to make it right. This is in violation of two state laws. Her answer was "whatever - I can't help you". Two written and three phone call complaints have been ignored with no response. CHECK YOUR RECIEPT! The last experience was that they screwed up the order and the associate lied to cover up her incompetence. They then made us wait 15+ minutes to get the replacement order. Food quality was poor.

Not a good costumer cervices I was standing for a good 8 minutes no one help have ask if the dining room was open and the lady said You need to be behind the register so I can help you whit a attetud

Bones inside salad

Drive thru order asked for the meal of two -cashier stated they changed the menu yesterday ,then tried to order quesadilla with chips and drink for $5 stated it's no longer option and gave me a cheese quesadilla for $5 ... Really sucked for 22dollars and side of quacamole was mini size for $7 charged that was so uncool . Extremely unsatisfied

ADRIANNA HENRY-DAY

They literally don’t listen. I asked for onions and cilantro and extra tortilla strips for my chicken tortilla soup and received only one serving of the strips. No onion no cilantro, no Cotija cheese. Oh, and to add them to it, I literally told them I wanted a thigh, I have a leg. You guys need to do something about this or I’m going to contact corporate because I’m literally sick and drove all the way over there or out of the way to get this food. I need to get all the way home and find out it’s not correct but I paid you an accurate amount of money though. If I’m paying, I need to get what I paid for! This needs to be fixed!

kassandra cabrera

Never has receipts paper to collect rewards and be forgetting items in drive through

ICUR NVS

Old DRY chicken stale tostada gross salsa tastes worse than can/jar store bought. Serrano was in fact wilted. Horrible on more than one try. Unworthy business model.

Princess LeeAnn Lee

Horrible!!!! First they tried to give someone else's food. Then when I finally received my food it was so overcooked and burned the chicken was non existent and inedible. You guys got one job to do. How do you fup grilled chicken??? Don't know how to cook apprently.apparently. just horrible.

Adriane

I went to El Pollo Loco this afternoon in Redlands, CA. I ordered a side of chips and guacamole, and it cost over one dollar more than the exact same chips and guacamole that I ordered st the El Pollo Loco in Temecula today. It is my understanding that Temecula is a little bit more expensive than Redlands. Although, El Pollo Loco is a franchise, I brought that point up with the drive-thru Redlands worker this afternoon. When I told her this information she said it was my choice to buy food, and she did not understand the word “empathize.” When I explained - emphasize means putting oneself in other people‘s shoes, she said that she only cares about herself. El Pollo Loco, why would you employ a worker wjo cannot conceptualize this basic word?English words are a fundamental way tgat a person sells the business. If an individual has no access to education (maybe the worker is educated or not but it appears she may not be educated) then why don’t you take initiative and educate your employees? What is the incentive for me to be your consumer? The best business return is empathy, compassion and emotional intelligence. Finally, I used a restroom at El Pollo Loco in Murrieta, CA and the door post says to wash hands for 20 seconds. Corporate franchise, employees and public - please wash your hands for 45 seconds. I worked in healthcare over 18 years and 45 seconds was the guideline to wash off the germs! Do you want hepatitis to be on your food? Ugh!

ZULEMA Herrera

I ordered a BEAN BURRITO, 2 PIECE CHICKEN, SALAD! BEAN BURRITO was extra tiny SMALL!!! I didn't order a EXTRA MINI BURRITO!! BEANS COLD!!! TORTILLA COLD!I DIDN'T eat t LEG it was COLD BURNED!! HARD!! !

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