El Pollo Loco — Restaurant in Fort Worth

I ordered delivery here tonight and I will never come here again. When I received my order a third of it was missing even though the bag was tightly tied closed. And in one of the bowls I did actually receive, there was a piece of plastic in it that felt like it almost broke my tooth when I bit down on it. When I tried calling the location to see if I could get this resolved, no one would answer. I called for over an hour straight with it just ringing. I know they kept hanging up the phone in person because the amount of rings before it cut off kept getting shorter. So on top of charging me money for food I never received because apparently the people who work here are either too stupid to read a check or to incompetent to count up to 3 bowls in a single bag and are also to lazy on top of that to pick up a receiver on a telephone and just give me my money back. I know that the business doesn't care about the customer but I make this review so that no one else will make the same mistake. These people will mess up your order and then hide behind the telephone so they don't have to fix it. Don't waste your time, your money, or your effort coming here. They also don't allow you to file a complaint because they conveniently leave the required information for the customer feedback off of the attached delivery receipt and order email, so there is no other form of contact other than telephone which will clearly always...

FOLLOW-UP - I contacted corporate HQ and never heard back. They don't seem to care if you have a bad experience.

DO NOT ORDER DELIVERY! They will NOT take accountability when they mess up your order. We had a missing item , and when I called the asst. mgr, he refused to refund the cost of the missing item with the excuse that “We can’t refund via the app.” Thus, when they mess up your order, you are out of luck - they’ve got your money but you don’t have your item - some might call that stealing. He only offered to give me the item “on your next visit.” Why would I ever go back to a location that screwed up my order? Why should the Customer drive to the restaurant to get what should’ve been DELIVERED? They need to implement a COMMON SENSE policy that every delivery order must be PERSONALLY EXAMINED by the manager-on-duty to ensure that what’s in the bag matches the receipt. And if there’s a mess-up, the manager-on-duty will PERSONALLY DELIVER the missing item. If personal inspection of every delivery order is performed every time, the manager won’t ever need to personally deliver any missing items. Until and unless they implement such a policy, ORDER AT YOUR OWN RISK! I SUGGEST -...

We have been here two times. The first time was great. Excellent, fast service, great food. We had chicken tacos and mashed potatoes. Clean dining area. The second visit was an unpleasant disaster. Apparently, there was a dinner rush prior to our arrival. All but one person was in the back taking a break. The girl at the counter was nice and helpful. Once we ordered, our experience went downhill. We waited 15 minutes for our food. Nobody else was waiting on an order. There were no small drink lids. We had to ask at the counter for them. All of the tables were dirty. We had to get someone to come clean a table for us. Then it was too wet. We had to get napkins to dry it off so we could sit down. The floor had trash all over it. The trash receptacles were overflowing. The chicken in our tacos was cold. We brought it back for hot chicken. That took another 15 minutes. With nobody else ordering ahead of us, it took 30 minutes to get a hot meal and a clean place to eat. I love the food. I have a sensitive stomach, and El Pollo Loco is one of the very few fast food places that doesn't leave me ill. I'll be back for that reason. Hopefully, this one negative experience will be a...