El Pollo Loco — Restaurant in Chandler

AVOID THIS LOCATION!!! Horrible customer service from the manager. About 2 months ago, I paid extra to get 2 extra white meat on my order which was about $3 more in my total. When I got home, there were no white meat and my wife only eats white meat. I sent an email to the corporate and said that this location will be in contact to me. Nothing! I never heard from them. I thought I give them one more chance and yesterday I ordered my meal and spoke to the manager. He gave me all the reason that I did not pay extra (wrong), because they never had that in the menu (wrong). I offered to show my receipt and photos in my phone (he declined) and tried to change the topic by asking is everything ok in my current order. No apology from this manager. He simply did not care about customers. All I wanted is to get for what I paid for. He could have simply gave me the 2 white meat they owe me and apologize for the error. Clearly this manager do not have any customer service. He should not be a manager. Avoid this place! Go to another location.

Here is the letter from corporate and this location did not contact me.

Dear KARL,

Thank you for taking the time to contact us regarding your experience at the El Pollo Loco restaurant.

Please accept our apology for your overall experience at this restaurant location. Our goal is to provide our customers with healthy, freshly prepared food and make every customer experience count! We regret that on this occasion you did not receive such service. Your comments and concerns were forwarded to the operations leader in charge of this restaurant. They will address this issue with the General Manager to ensure that this type of situation will not occur in the future.

Please allow our operations leader 1-2 business days to connect with you regarding your concern.

Sincerely, EL POLLO LOCO, INC. Guest Relations Representative Enc.

It has been 5 months and no feedback from this location. I hope this location just closes as this place puts a bad name for El Pollo Loco. Go to another El Pollo Loco location for better food and service. This place with just disappoint. Look at all the...

Can I give zero stars?!? We have been there 4-5 times since they opened and realizing they are still working out their kinks being new but my service on Thursday night was horrible. I waited in line inside for 10 mins just to order, once I ordered I went to fill my drink after having heard someone already complain that there was no coke or Dr Pepper I decided to get tea which they were also out of. (Also, when the other customer asked about the coke issue the cashier shrugged sorry). I asked if they could brew anymore and was told no because it was too close to closing.....which was an hour and a half away. Meanwhile I order heard the staff explain that there would not be any chicken for at least 20 mins, so I had the time to wait. The staff were speaking to each other and never ONCE shared the delay information with any waiting customers. The cashier asked the manager who did not take the time to come address the issues and just told her to give me a cash refund.

My boyfriend wanted to try it again last night and we joked they would be out of chicken completely.....guess what, at 8:30pm they were. Again an hour and 30 mins before closing. I say this to hopefully get someone’s immediate attention to the major issues going on at this new location because quite frankly it’s just acceptable to not have chicken available considering it’s all you sell.

It’s a great location and has potential, let’s...

It’s inaccurate that this is listed as a “quick bite”. I had never been to El Pollo Loco, but I had heard good things, so we decided to snag it on a whim in a rush. We entered the drive through at 7:35pm as the FIFTH car in line and pulled up to the window to pay for and pickup our food at 8:00pm. We ordered the Double Chicken Avocado Salad. The employee asked what drink we wanted and we told him just water. When we got to the window and paid and got our receipt, he had charged us for a combo and just put in a random soft drink. So we paid for a drink that we didn’t even ask for or get. At that point we were in such a rush, it wasn’t even worth the hassle. Then we pulled away extremely frustrated and running super late, got on the freeway only to not have a fork or napkins in my bag. I had to shove down my salad (frantically because we were trapped in the drive thru for 25 mins) on the freeway with my hands, with no napkins. The shame was that the food was good. I’m just honestly not sure I can ever bring myself to go back because the service was a...