El Pollo Loco — Restaurant in Anaheim

MY 5 STARS ARE DEFINITELY """NOT""" FOR EL POLLO LOCO. THEY ARE FOR THE MANAGER ** WORTH THE READ IF YOU'VE HAD PROBLEM CALLING EPL TOLL FREE PHONE FOR HELP Been having problems with my El Pollo App and when calling their toll free number I get nothing, nada, no help. My phone app doesn't reflect my rewards that are listed online. What's up with that? I called 3x as of today and always told, we'll push it up the line, but sadly there's a serious lack of problem solving. So.................... I get yet another email for $20 for 12pcs, 3 sides & tortillas. Main office does their usual...we'll pass it along, which doesn't nothing to help. This time I contacted El Pollo Loco at Beach & Ball in Anaheim. I spoke with the manager Janet and explained my dilemma. She immediately stepped up and said to come in with my email and she would honor the special. That's customer service. I'm sure the restaurants that fill special offers are reimbursed by corporate, simply because the customer is paying less $$. But Janet took responsibility that should have been handled by corporate or who ever answers their toll free phone and then says I can't help you but I can pass it up the line. Sorry El Pollo Loco, that is not customer service. Even if you attach a special to a customer account, it does nothiing if the customer.......ME.......can't access it. I've requested El Pollo Loco send via email the scan code so those of us who have app issues can simply print out the code and take it to our local EPL. Must be too simple. But thankfully Janet at Beach & Ball Anaheim location knew how customer service works. So I say...............BRAVO to Janet!! 5 STAR * Manager at EPL Beach & Ball, Anaheim................ Keep up the professional work. Maybe someday corporate will figure out how to send codes to emails for those whose app doesn't...

Slowest DT experience we've ever had with the chain. Once we got up to the speaker box to order we were put on hold for about 6 minutes before ordering. Then once we ordered, with four cars in front of us and then no one behind us at this point, it was a good 3-5min per car to move. Once it was our turn at the window, there were still no cars behind us, we saw four workers, they were mostly just talking and this was the slowest I've seen the workers go. I work in food service for a living. One guy took our card, shut the window, just ignored us, didn't try any customer connection or smile or anything when he took the card. Just clearly didn't want to be there. We waited for about five more minutes. At that point, we could see to orders for lobby pop up on their screens, so it was our order for two and then the other indoor orders. Food got thrust out to us and we were given our card back. Another car showed up behind us at this point, we take off. Then the weird thing was, when we opened our bag, the bag of chips we'd ordered was crushed to a pulp with stuff in the bag with the chips??? It was bizarre. Never had many problems with El Pollo Loco before, but this experience was bad and I will drive out of my way to find...

staff (cashier) was extremely unprofessional and rude. I ordered a chicken tostada salad, paid, everything was fine. the cashier called for the "chicken avocado salad", so I didn't go up cause that wasn't what I'd ordered; went up after a while and asked if it was my order and she snaps at me saying that my friends and I were the "only group in here". I told her I ordered the tostada salad, not the avocado salad; similar syllables so I didn't make a huge deal out if it, wrong orders happen. then she starts arguing with me, telling me no, and that I ordered the avocado salad. ummm... I didn't even blame her, I was apologetic the entire time because as a restaurant worker myself I understand when wrong orders happen... where did this attitude come from ???. so I tell her again, no, I ordered the tostada salad and she rolls her eyes and scoffs "it's fine", taking it back to the kitchen. this whole interaction could have been totally avoided... I was kind to her the whole time and I never blamed her once. staff needs better customer service training...