El Pollo Loco — Restaurant in Escondido

This place is the worst. Their customer service is terrible. I’ve already called the location TWICE because of previous issues. I worked for Pollo Loco for 2 years and did EVERYTHING to making the food to placing the orders in front and in the drive thru. I ALWAYS made sure that I had ALL condiments needed all varieties of salsa and lemon and anything extra to ensure the customer had what they wanted and needed. These kids these days are so lazy. They don’t follow proper protocol and ask the accurate questions needed when the customer is ordering. They don’t ask if you want to make it a combo, they don’t ask if you needed anything on the side, they don’t ask if you want dessert. It’s terrible. I ordered a pollo bowl which is always a part of the 5$ combo, didn’t ask what I wanted to drink and just assumed I wanted the bowl. I said no onion but also took my pico de Gallo out without asking me. Yes I know it has onion but I just don’t like onion alone. This place is a disgrace and if I could give it a negative star I’d give them -10....

They forgot to include my tortilla so I called right away and informed them. The person who picked up my call happened to be the manager, Adan, and he treated me horribly on the phone. Instead of being apologetic for their mistake, He interrogated me as if it was my fault and that he made me feel I just want some free tortillas. He asked me so many question which was irrelevant to the issue. He was totally horrible. When I came back to pick up the tortilla, sure enough the young lady, Ayin, who assisted me apologized immediately upon seeing me and admitted it was her fault. I told her I appreciate that and she was gracious about it. So when this manager saw me and asked if that was me who called but never even apologized nor said sorry though he knew it was clearly their mistake. I highly highly recommend that this manager needs a good customer service training, especially if and when they make mistakes.I don't think he's cut out to be a manager and he doesn't have any...

October 29 order number #177 time 6:11pm Like always this restaurant never provide a proper order either they gave you a wrong item or they miss some of the items, I live in a rural area so either way my closest restaurant. This place is always a hit and miss.. I called them to get a refund for the items that they didn't put on my bag and they refused, they asked me to back to the location which is about 9 miles from my house

July 17/23 order number 1512 drive thru- cashier -Vanessa

And they did it again

Today I went to get some Pollos, didn't learn my lesson 😬 I paid for the 3 piece meal and went I got home what a surprise 🤔 only 2 Pollos.. that's really sad that they don't check the orders before is handle to the customer.. I like to leave 0 Stars but to bad I don't have the option and what is worse if I called in all what they will say will be,, please come back and will give you credit like if I leave around...