El Pollo Loco — Restaurant in California

I wish I could give ZERO stars!!! I came to buy a classic tostada salad and churro via drive through. Once I got home and started eating I noticed the food did not taste fresh, beans, rice, chicken were all cold which surprised me because they where not busy at all. I decided to take my food back and ask them to remake it, but they young lady (Karen) asked me if I wanted a refund. I said yea sure I brought the food all the way back I'll take my money back. She stepped away to tell her manager (Alfonzo) and Karen said he would like to see your food! I said sure, but that's NOT really sanitary during this pandemic. You have no gloves, no mask, but you want me food back sure. She takes my food and hands it to Alfonzo the manager. Alfonzo comes to the window and tells me "I can not give you your money back" I asked why? "He said because it half eaten". I said no it's not it was not fresh so I brought it all the way back. "Alfonzo tells me no the food is fresh". I asked how could you tell me somethings fresh if I'm the one who ate the food. "Alfonzo follows up to say how customers are not always right and I can not give you anything" . He kept my food and walked away from the window, I stayed in the drive-through to write down my entire experience and what was said to me. I felt discriminated on, I have the right to bring my food back if it's not fresh, I also have the right to ask for me money back without being mistreated or embarrassed by the restaurants manager in front of his staff. I have never been treated so harshly as a consumer. I did not leave with the food I bought nor was my money returned. How could a man represent your company and lack the basic knowledge of customer service? I will never spend my money at this business again. Also taking my food back during this Pandemic furthermore shows his lack and ability to lead a team. He does not know if I come into contact with someone with COVID 19 and yet took my food back looked at it, kept it all without any gloves or mask on. This also is an obvious learning curve as a so called...

UPDATE: November 6, 2020

Never again will I order delivery. Wrong person picked up my post mates order. I was charged for delivery, tip and food that never delivered. I called El Pollo Loco and when they said "Hello El Pollo Loco" I said I was calling about my order then they hang up on me. Because I am high risk for covid I was trying to resolve it over the phone. They either hung up on me or let the phone ring. I tried from other phones with no answer for an hour. The last phone call they answered and let the phone off the hook while they talked, laughed and kept on working. I have never been so mistreated at el pollo loco. I finally got my mask and drove over. the supervisor/manager put my food together and barely apologized. I get it. Things are difficult. People are stressed. But it could have been resolved so much sooner and I wouldn't have felt the need to share this experience. I can't stand when someone doesn't care about a customer. I guess I will have to see if a different el pollo loco cares more.

Previous good 5 star review: The food is fresh there are lighter meal options and it is a great price. I suggest the chicken warp with no corn it comes with a salad or the...

I tried to call in my order (getting info off of online menu), but they didn't answer their phone (I called 2 or 3 times).

Being that the online menu showed their hours being open, I decided to just go there anyway.

In their tight one-way drive-thru (you couldn't leave the drive-thru once you entered it), scanning the drive-thru menu, I didn't see the item I wanted to order. I asked for it (via the speaker), and the staffperson said they didn't carry that anymore! Even though I just saw it on their online menu! [Staffperson seemed nonchalant about this bait&switch]

I was now locked into the drive-thru, and had to wait for everyone in front of me (~4 cars) to complete their order (I couldn't back out, either). Since I had to pass the window anyway, I told the staffperson there that I had TRIED to call, multiple times (which would have saved me the trip). She said "it's the headset" (again, very nonchalant).

A very unpleasant...