El Pollo Loco — Restaurant in Glendale

Arrogant female manager evening of 1-22-19 lacks customer service. Using a birthday app rewards coupon for a 2 piece dark chicken meal, I nicely asked if I can pay the difference to upgrade to white meat n do a misc charge. Juan called female manager or supervisor in charge. She came up looking irate and said it doesn't work. I told her I'm aware the computer will only take the coupon but if somehow I can pay separate difference to make it a white meat. She said she can try but if it doesnt accept then I wont get it. At this point my understanding of the way she explained is if it doesnt work then I cant pay the difference therefore I'll be stuck with what's on the coupon. She didnt explain it thoroughly. They scanned my app and it shows coupon used they said It didn't work and thinking that I'll just settle w the dark meat meal, I waited for 20-25 min. Others behind me got their order and I'm still waiting. I came up to Juan n asked where my meal is. He said the lady didnt ring me up. So I said then app said used already therefore I want my meal. He called the lady in charge and she tried to argue w me that she told me coupon would be lost and I wont get any meal. I replied that that was not what she explained and if I would have known then I would have not even told her to try. There were no apologies given to me for the dilemma, I speak perfect english and I dont know why she would not understood what I was trying to request. I was willing to pay difference just to get the upgrade.

If I would have received an apology or better explanation ..or even a warm friendly smile, I would not have been writing his complaint. Being a customer service supervisor and assist manager in my past career, I am well aware when the company fails to train their personnel with common and basic customer service skills. It appears to me that el pollo loco doesn't care about their clientele. I use rewards because I often visit el pollo loco restaurants. Having a nice birthday treat would make me feel the company care for their repeat customers. Although eventually the manager had allowed the clerk Juan to give me the order from that appeared on my rewards app, she sure did not appear happy nor giving my order with sincerity. Instead she made me feel like i was a beggar off the street asking for free food while I was only trying to claim the rewards that was dully mine. It's a horrible feeling. So much for a nice treatment from El Pollo Loco while claiming a birthday reward. Never again!!! Having gone through this issue is definately going to spread waves of negativity and resentment towards returning to this place of business. It basically ruined my evening or entire day for that matter.

Very bad customer service especially coming from the management in charge this evening. I should have gotten her name but due to how badly she made me feel, I just wanted to get our of...

If you're looking for an ALL AROUND TERRIBLE experience, then this is the right place! What you can expect from this Glendale location: 1. No "Welcome to El Pollo Loco..." greeting when you pull up to the drive through, instead you hear an ANGRY, AGGRESSIVE voice screaming "HELLO!?; HELLLOO??!!!" AT YOU; 2. After you get over your SHOCK at being screamed at, you'll place your order; 3. Then when you pull up to the window to pay you'll get to hear all the employees cussing and talking smack to each other; 4. When you start to pay and ask for ONE extra salad dressing, you'll be RUDELY informed, "one per salad!" Then when you say that you'll pay for it, you'll be snapped at "WE DON'T SELL THEM!"; 5. You'll pull away and get home to find that your order is COMPLETELY WRONG and you BASICALLY GOT ROBBED! We ordered 2 double chicken tostada salads and a large Mac-n-cheese for $29. The salads that we ordered should've had a tostada bowl with double chicken, rice, beans, avocado, lettuce, sour cream, and pico de Gallo. Our salads came in a plastic bowl, with a single portion of chicken, corn, a small amount of avocado, a tiny bit of pico and WILTED and ROTTEN lettuce! (Pics attached.) LITERALLY ROBBED! Didn't bother calling to speak with the manager as there seemed to be no point since it was apparent that only rude kids that don't give a F* appear to work there and if there was an adult manager on duty then they clearly had no control or ability to manage properly which is not reassuring. Unless the place undergoes A MAJOR OVERHAUL, we...

I went to the location El Pollo Loco on Colorado and Glendale on 08/30/19 for the first time and it was a total disaster. I ordered a family size meal of 16 pieces which came with 3 sides I specifically ordered corn, rice and pinto beans. On the side I ordered another large side of mashed potatoes. When I received my order the lady read the receipt to me and just pointed at my order. I as a very naive person just trusted what this El pollo Loco employee handed me in the bag. For my surprise after a 40 minute drive getting ready to have my meal with my family I discovered I got charcoal chicken and my large side of pinto beans was missing. I called the restaurant to let them know about the inedible chicken which was burnt and the missing large side of pinto beans the man whom answered the phone said to me he couldn’t do anything about my order and the missing items. In the case if I wanted to I can drive back another 40 minutes to pick up the pinto beans but they couldn’t do anything else. I demanded to speak to the manager and he denied me the right to speak to his superior and instead laughed at me. After going back and forth with the discussion I offered to leave my phone number so the manager can call me back because the person on the phone kept telling me the manager was busy. I waited the whole evening and no one returned my call. I tried contacting the corporate office but no one answers the...