El Pollo Loco — Restaurant in El Cajon

I decided to drive up to El Pollo Loco to get one of my employees a gift card. As a thank you, lunch on me. I drove through the drive through to ask for a $15.00 gift card. The gentleman at the window charged me and handed my receipt and C.C back. Then, he handed me the gift card. It was tairing on the side and looked like it was under the register for a few months. I asked for a different card and at that point the gentleman informed me they where final sale. This information should have been disclosed prior to completing my transaction. So I asked to speak to a manager. I parked and came inside. General manager Monica, has a problem dealing with escalations. She approached me aggressively explained her policy. When it was my turn to speak she cut me off. Very short coming until I explained to her that I heard her side as should now hear mine. She informed me a few more times that gift card we non refundable as. I would completely have understood if they had informed me before or given me a new card this wouldn't have happened. I informed her that the gentleman man stated he didn't even know they where non refundable. Lashing out about his poor knowledge on returns she stated she would speak to him. She finally decided to call the District Manager. If I would have received a call from my manager about this issue, I would play back the video and see who I have at the front of my store representing my company. In my opinion she lacks customer care and customer service, better yet manager service. I do not like others belittling or taken advantage of. I can only imagine what happens to those who don't speak up or are scared to. I will not stop by this El Pollo Loco again. It's unfortunate that in times like these we are not peaceful. Someone in a higher position could have not been kinder, understanding, and solved a simple solution...

The lady manager was rude. I had a BOGO promo on my phone for downloading the app. The cashier didn't know what to do with it and held my phone hostage. Stupid manager lady came over to help and again still holding my phone hostage to scan the barcode for the promotion. I had my debit card behind phone, I am not comfortable with strangers holding my phone for that long. For all I know, they could have stolen personal information out of my phone. It was very unnecessary for them to hold my phone for that long. I would have easily give them the phone when they are ready to scan it. If there are identity theft or anything with my personal info out in public quthout my consent, I will go after el pollo loco for it. Very unhappy with service, will not...

Their chicken is excellent and so are their sides. The only problem was the food I had was the tortillas, they must have been microwaved about six they were so hard I wasn't able to use them.The reason I give them a two is that I was in the drive-thru and there were three cars in front of me. I sat at the order sign waiting to order for 10 minutes. After the three cars in front of me have moved through the line, I finally ordered and I get up to the window and it takes another 15 minutes to get my food as I watch about six employees just standing around the restaurant. There were not but maybe two people inside ordering food. Really 25 minutes very poor customer service didn't even care, that there was a line of cars around...