El Pollo Loco — Restaurant in Escondido

I just left this location. I ordered a cobb salad combo. I was asked what drink I wanted and I asked if they had root beer. I was told they did not and she suggested Dr. Pepper, which I accepted. She gave me a selection of dressings (vinaigrette or cilantro) and I chose the vinaigrette. When I got to the window I was handed the salad. I asked about the drink and the woman there (she sounded different from the person that took the order and her demeanor was very unfriendly compared to the person taking the order) told me it doesn't come with a drink. I asked what she meant and told her that I had ordered a combo and had specifically discussed the drink. She told me I didn't pay for a combo and I told her OK, but I ordered a combo. So she asked me what drink I wanted and she shoved it at me and then turned her back. I asked her if there was anything else that came with the combo and she shouted at me "You didn't pay for the combo." I said, I understand, but I ORDERED the combo and she shoved a bag of chips in my face and said "Here, take it."

At no time was my paying an additional amount at issue. I would have made up the difference between a la carte and the combo if requested. I just wanted the combo, which is what I ordered. To top it all off, when I got back to my office, I discovered that I had the wrong dressing even though the dressing choice is clearly listed on the receipt (the combo is not, so it is correct that I did not pay for one).

Throughout this interaction, the employee was rude and hostile. I ordered the combo (which I know because we had a full on discussion of the drink I wanted) and that's what I wanted. I would have happily paid for it as I anticipated paying for it when I ordered it. Mistakes get made, which is fine. But it was handled completely inappropriately after the fact. I hope she is not a manager. If she is, she is losing this location business. I...

Okay, normally we love El Pollo Loco and the food was good, not great, here. The issue was the service...or more like the lack there of. By far the worst service ever at an El Pollo Loco, and in the top 5 for fast food.

If I am being kind, it took over 35 minutes to get our food. If my VERY patient husband hadn't gone to ask I'm confident we would still be waiting. :(

It was quiet as a church while we waited, with at least 6 employees behind the counter, including a manager, who, like his employees moved at the pace of a sloth with no concern or urgency to help the customers in the dining room.

Not a single order was called in the 55 minutes we were there. Several upset customers, I think I only heard one "sorry about the wait".

The food was good, we had a bowl and a tostada, (a real complex order!) The tostada shell wasn't crunchy. I suspect our food was sitting on the counter for a while. It seemed as someone was making the food, but no one delivering it. The manager was more focused on chopping chicken than running the restaurant. Epic fail, won't be back to...

I ordered through the drive thru as I normally do. When I get to the window I have my phone scanned and I hand the cashier, Ulyses L., a $20 bill and 25 cents, he snatched it so fast the 25 cents dropped. I said twice I gave you 25cents. He ignored me and slammed the drawer. Then when he went to give me my change I told him again and he said “well, I don’t need it” and I said well I wanted you to give me a full dollar back that’s why I gave it to you. And then he snatched it, gave me change and said “here! Here’s your dollar” then I heard him quietly call me the “n” word and slammed the window in my face. I was literally in shock! Then he filled my drink and gave it to me with soda spilling down the side then slammed the window then handed me my food then slammed the window. Extremely inappropriate and offensive. He seems like he has bipolar disorder or some other...