El Pollo Loco — Restaurant in Burbank

Today we went to Pollo Loco at this location in Burbank, around 4:15, and the person (I think he was the manager or supervisor because his shirt looked a little different) who took our order was very rude and didn't even add shrimp on my Chicken & Shrimp tostada but he DID charge for it. The thing is, we took the order to go so I didn't check right there. My mom asked if she could have 5 containers to add guacamole and salsa and he said he only had 2 left. Then she asked if they didn't have more and he said no, rudely (I guess because he had already said that they were only 2 left) But who the hell only has 2 containers left when you have more than 2 customers throughout the day?? And my mom meant if they didn't have more in the back (as they should) and he said, No, I already told you we only have those 2 left. Then a lady who also worked there tried to help us but she said the same thing because she went to the back "TO CHECK" but by then he probably had seen us talk and could've told her to say no because he had already said that. The guy looked very stressed from the very beginning when we got there and first took long to assist us. (He was stressed out and they weren't even more people in line, only us. I've seen other places where they have more people in line and they are not stressed out and rudely assisting customers.) I think they should move him to the back where he doesn't have interactions with customers because what kind of attitude is that? I don't know how he's in that position. We are FREQUENT clients to this location but who knows if we will...

I recently picked up my order from this establishment and feel compelled to share my concerns.

First and most importantly, the chicken in my salad was undercooked and visibly raw, which is a serious health and food safety issue. While the rest of the ingredients appeared fresh, serving raw poultry is unacceptable and potentially dangerous.

Second, the customer service experience was disappointing. The cashier at the front counter appeared visibly annoyed and responded rudely when I approached to check if an order was mine—understandable, perhaps, if names were clearly called out, but they were not. The first time I approached, I was abruptly told the order wasn’t mine. The second time, it was mine, yet no one had made an announcement or called my name.

I fully understand that food service is a demanding job and that staff can be under pressure. However, I also work and expect to be treated with basic professionalism and respect as a customer. Experiences like this are unacceptable and should be...

🔴After several years of ALMOST satisfied service at this location, it obviously has changed ownership and management.. It is very visible and noticeable when inside this location.. I am a senior currently on a temp fixed income and have liked the menu here.. However, the last apprx. 2-3 months they have down graded and changed payment methods, mostly electronically.. 🔺Including the REMOVAL of all EBT or state issued assistance programs for payment..🔺 Embarrassingly but Sadly, my close circle of nabors and friends had to leave this store OFF our list and move on to a more TRUSTED and WELL MAINTAINED location for our weekly lunch meetings and have found a much more respected and comfortable,as well as maintained local eatery for our enjoyment.. I / we bid farewell to a PAST small slice of home meals and easy access establishment.. The upcoming State approved Freeway Improvements will make it very difficult access to that corridor anyway.. Cheers to you El Pablo...