El Pollo Loco — Restaurant in Fresno

I like the food that El Pollo Loco serves, which is why l have continued to purchase food from this business. However, almost every single time that I order from my neighborhood EPL, something goes wrong. In the most recent encounter, I had placed a $65 curbside order through their app. When I arrived, I parked in the designated curbside parking stall and checked in using the "I'm here" button in the app. I waited a few minutes and decided to call the restaurant to notify them of my presence. Manager, Victor, answered the phone and told me that due to staffing issues, I would have to use the drive thru to pick up my order (btw, in-store pickup was not an option; for some reason the doors were locked). The drive-thru line was longer than usual and was moving slowly. I asked the manager, Victor, to cancel my order and refund any charges. He said that he could not do that and that I would have to contact my bank to request a refund. I explained to Victor that my order had not been fulfilled so why would I incur a charge? He said it was out of his control. At this point I felt like I had no other option than to get in the drive-thru line and wait my turn to pick up my order (which is what I did). This was very disappointing. This situation could have been averted by simply sending a staff member out to deliver the order to the vehicle. If curbside (or in-store) pickup is not available, then the EPL app should have the means to communicate that to the app users. Had I known that curbside pick up was not available,  I would not have ordered from this restaurant.

In another instance, this restaurant give my curbside order to another person and failed to let me know what occurred. Instead the staff kept me waiting until I finally went inside the restaurant to ask about my order at which point the staff let me know that my order was picked up by another person and that they were working on a new order for me. This resulted in a long wait time.

In another instance, this restaurant did not fulfill my order completely. Unfortunately, I didn't notice until I got home. I called the store to explain that I was missing a meal. The staff member asked if I would go back to the restaurant to pick up the missing meal. I told him no and requested a refund. The staff member informed me that I would have to call their corporate and request a refund. This seemed ridiculous but I did it anyway. When I called corporate, I was given a case number and was told someone would look into my request. Til this day I have not heard from anyone nor...

Is it your fine establishments common practice to have your employees to be taking personal phone calls while they're on the clock ? To where they are moving slow and paying more attention to their phone call then they are to their responsibilities ? Where im employed at that is an automatic fire on the spot... And i came thru the drive thru and got back in line to order 2 more sides but the line was a lil long for 2 little sides and my chicken get cold so I backed out and went inside to pick up the order instead and this is where i seen all of this happening it took them 15 + minutes in an empty diner to hook up 2 sides. . I went outside and I was curious to see what my family dinner order looked like ,only to find that they ordered me a 14 piece and I ordered a 10 piece. No wonder the price was up there. I also asked for flour tortillas because I dont care too much for your broken up corn tortillas . They gave me corn and gave me enough corn tortillas to feed an army ..i needed to go home to feed my family I didnt have time to return my order for them to drag their feet anymore and give me what I asked for . This not any more or any less then the god honest truth .if dont believe me Just look at the video and look at the female that is in the back kitchen filling the orders with the ear buds in her ear involved in a phone call . The individual at the drive thru moving like hes getting paid 5cents an hour and some more stuff . Kings canyon location .7/28/21 9:15pm and onward . Just look at video and you will see im not...

This place was a gem. My wife is in active labor and I can't cook I can only BBQ. So we spent $110.00 to last a family of 8 for 3 days. 6 ( 10 pack flour tortilla shells) 5 ( large side pinto beans) 5( large side mac and cheese) 5( side sour cream ) 5( side shredded cheese) 1 Large bowl of medium pico 6 ( avocado cesar dressing) 1 large plain salad 12 ( piece leg and thighs chicken) 9 ( 2 piece churros ) 1 large broccoli They didn't miss a beat they did every in fresh hot sealed bags and they got everything correct. 🥳

To last us full 3 days we had paired it with 4 pounds of fried catfish with 2 large sides of family fries ($50) from seafood company on chestnut and king canyon in fresno California . To stretch and expand our taco horizon.

DELICIOUS!!! is understatement.

EL pollo loco food was fresh all three days. A far cry from taco bell. You want some delicious food that will stay fresh pay up right here at the el pollo loco on ashlan & Blackstone. Still double check the order because people do make mistakes , yet this place is very understanding and their staff is attentive to detail which is more than I can say for these other fast food places that uses covid as an excuse to excuse the accountability of providing high quality customer service along side of high quality food.

El pollo on ashlan and Blackstone thank you for your high quality food and high quality...