El Pollo Loco — Restaurant in Concord

This one deserves zero star because not only that they over charged me, the chicken they gave me was burnt it was hard. My mother in-law had a hard time eating it. I also ordered and paid for the 8 piece with mango habanero sauce and they didn’t give it to me at first until I had to ask where it was. The female cashier who took my order was acting like she doesn’t understand English and didn’t know what she was doing after I gave her the cash. She had to ask the male co-worker for help and I had to explain to him everything then he goes and says “oh just this one time I’ll honor your request for the 8 piece mango habanero” and I had to remind him” what do you mean you’ll honor my request?” I paid for them. WTF? The next thing I know another female co-worker was telling him something in Spanish looking irritated at me I had to tell her I had to go and I needed my 8 piece mango habanero that I paid for, then she walked way. I had to wait another 10 minutes to get it and when she handed it to me there was no sauce. It was so frustrating it took forever in a day and she had the nerve to give me a bad attitude. These type of customer service is not acceptable. The owner must hire someone who care about their job. I left super frustrated as I wasted a lot of time waiting for burnt chicken. If your time and money is important, I do not recommend this...

It's finally open! Staff is super friendly. You can tell they just completed training and they're doing customer service by the books but with personality. No robots here. Food is good as expected from EPL. The only critique i have is that it's a little jarring getting the greeting from a man recording, then placing order with a woman, then pulling up to the window and being greeted by yet a 3rd person. They're doing a great job and I'll be back as long as they continue trying hard. Hopefully they don't lose their enthusiasm! Update: second visit: well the new restaurant sheen has worn off. I asked for flour tortillas and got corn, asked for mild salsa and got hot, most frustrating, asked for no sour cream (lactose intolerant) and got sour cream. This visit was...

As a restaurant employee myself I like to make sure my guests have the proper needs for a great experience well apparently NOT at El Pollo Loco they don't provide utensils or napkins or paper plates in fact they even said that a family meal that comes with salsa you have to ask for that was a manager response when I call back to let them know that my order had no utensils, plates or napkins and the salsa Careless manager come on be appreciative that you have a job in this pandemic besides is only common sense to go orders should have appropriate needs this place deserve zero stars 🌟no what you would expect...