El Pollo Loco — Restaurant in Arcadia

I had the most disappointing experience at El Pollo Chicken on 7/16. My husband and I ordered the family pack, which included 8 pieces of thighs and legs, two sides, four packs of flour tortillas, and two drinks. They initially provided me with 3 small containers of guacamole and 2 salsas.

Here’s where things went downhill. After we used up the sauces, I asked for 1 more salsa. The manager, Yadira, gave both 1 salsa and 1 guacamole to me while complaining that I had asked for “too many salsas.” To clarify, I had only received 2 salsas and 3 guacamoles that were half-filled initially, which isn't enough for a family pack that comes with eight tortillas! So, I ended up with just 7 tiny sauce containers for two people. How is that too much?

Before leaving, I asked for 1 more salsa to take home because we had leftover tortillas. Yadira was visibly angry and rude, telling me I’d already received 10 sauces in the beginning and there was a “limit per order.” Let me be clear: the containers she gave me were half-full, I hadn’t wasted a single drop, and I definitely had not received 10 sauces to begin with. If there’s a limit on sauces, it should be clearly stated on the menu, not made up as the manager goes along. But when I tried to show her the empty containers to prove I hadn’t received 10 sauces as she claimed, she dismissed me completely and made a nasty comment saying "You already ate!" Please, I ate the containers too?

This is beyond unacceptable, especially from a manager who should be setting an example for customer service. If there’s a limit on sauces, state it. But don’t lie and accuse customers of taking too many sauces when you've barely given anything. If this is how customers are treated when they politely ask, I will not be returning.

I certainly shouldn’t be made to feel like a liar when wanting to enjoy my meal. This was a terrible experience, and I sincerely hope they address the attitude and poor service from...

I had the worst experience at this location today. I had placed a mobile order and went through the drive-thru to grab my order as I had my toddlers in the car. At the drive-thru speaker the cashier tells me that I couldn't pickup my order at the window and that I had to come inside. This was not going to be possible as we were experiencing a heat wave and the temps were 100 degrees and I had no shoes on. I approached the window and the cashier just left and did not acknowledge me being parked at the window. I had no other cars behind me and it is not until a car was behind me that she opened the window and told me that she would not hand me my food. I then told her that I would like a refund and that I would not be going inside to get my already paid and prepared food. She then called for her manager, a young gangster looking boy. He too told me that he would not hand me my food and that I would have to come inside to get it. after some back and forth, he threatened to call the police and I asked him to please do so. He then came back and said that he would give me my food and took my name down (unsure why. lol).

All of this could have been avoided if he had just given me my food. while this entire interaction was taking place two cars behind me left. Not only did the store lose ME as a regular customer but also lost the sale of two other customers. how difficult was it to give me my food and advise me not to pick up the food in the drive-thru. Easy fix and both parties would've been happy. The pettiness of this manager and the other employees at this location is absolutely disgusting. I called corporate (877-375-4968) and filed an official complaint and even the CSR was absolutely in shock that the manager would threaten to call the police. Pick and choose your battles!

To add a little more salt to the wound, they gave me a 3pc instead of a 4pc and the chicken was burnt and dry....

This is THE BEST MANAGED El pollo I think I've ever been to.. CLEAN, PROFESSIONAL, EFFICIENT, PERFECTLY PREPARED FOOD. I walked in at 1230 hours with many other people, all of whom were in a hurry on lunch break. The head registrar woman in front took all our orders so fast, and the man in charge of orders was calling out order pickups in no time, and they were just killing it. I got my order so fast I thought there was a mistake. I've never been to an el pollo like this one. There were so many people in the restaurant that I shared seating, and yet everyone had their food in minutes. I was out in under 20 minutes. It was really impressive! I've honestly eaten at a lot of run-down, dirty, gross, slow, ghetto ElPollos with poor customer service and shady employees in other parts of LA that honestly make me feel uncomfortable.. However, I would eat here everyday if I lived around here. These people are all so professional, clean, nice friendly. I really really can't say enough. Keep it up you guys. I would pay extra to eat here i liked the experience so much. You guys...