El Pollo Rico #12 — Restaurant in Austin

As if Sept 7,2019 The food is probably good. I couldn't get pass the fact of being completely ignored walking in. I'm part of door dash, and I'm not asking to be put first in line but there wasn't anyone Iine. I saw one lady turn around and look at me then proceeded to keep working. An Hispanic man walks in 30 secs after me and she turned right around helped him. When I stated that I was before him she put up 2 fingers to tell me to wait. She never apologized to me or made the man wait. I would say that was racists but that would be to easy in the state of Texas. I would say very bad customer service. I think I should let Austin Chronicles know about this experience people shouldn't continue making money off of people while being nice to the selective. Money is green right. I did tell the customer about the experience because it put that person behind in receiving his...

I waited 30 minutes for my order as I noticed customers that came in way after me was receiving their orders and leaving I was still waiting I asked female working she said order was in back 5 minutes went by I went up to her she asked for my receipt went to back and said my receipt was thrown away accidentally wow and I order half chicken meal she had a attitude said it's not her fault BUT WHAT IT WAS SHE ASKED FOR TIP AND I DID NOT TIP AS I PAID SHE LITERALLY SAID THIS TABLET HERE YOU TIP AND SIGN SHE NOTICED I DIDN'T TIP SHE SAID YOU DIDN'T TIP I TOLD HER NO I DIDN'T AND FOR THAT I HAD TO WAIT 30 MINUTES I ORDERED AT 553PM GOT MY ORDER AT 636PM THAT SHE HAD GRAB FROM HOT BOX MY ORDER NEVER CAME FROM BACK SHE A HORRIBLE PERSON I WILL NEVER EVER GO BACK TO THAT PLACE I MAY JUST CALL TRUMP ON HER!!!!!! NOT EVERY ONE...

I have been a loyal customer of El Pollo Rico for a long time, but after my experience today, I will never return. I came in urgently needing to use the restroom, but the young woman at the counter refused to let me in unless I placed my order first. I explained it was an emergency and that I would order right after, but she coldly insisted, saying that if I didn’t order first, she would get in trouble.

This is not only poor customer service, it’s basic human decency thrown out the window. No one should be denied access to a restroom in an emergency, especially a loyal customer. If this is how they treat people in distress, imagine how little they care about their customers overall.

El Pollo Rico has lost my business forever, and I strongly recommend you take your money somewhere that actually values...