El Pollo Loco — Restaurant in Goodyear

i went to try the new birria tacos. i always look at online menus before going in to order because of social anxiety. online, i could replace the chips with another side of my choice and get a drink as well. when i went through the drive thru and asked to replace my side, the girl on the headset gave me STRONG attitude and said “you can’t.” very blunt and rude. i told her i could order it online like that so is she sure that i can’t, and she hit me with even more attitude. so i asked if i could just get the two tacos instead of the full combo and order my side separately. she rung the two tacos up individually rather than the combined price shown on the website. i had also ordered the birria burrito which she rung up as the box which was supposed to come with chips which she didn’t give us. (i didn’t notice these things until i got home and checked the receipt.) i also wasn’t given a drink for the box combo which i didn’t even think of because i was so taken aback by her rudeness. i had checked the bag after i was given it because i had a hunch that there would be things missing, and sure enough, i was given no consome for my two birria meals. i drove through again but dealt with a much kinder girl this time who apologized and got the two consome for me, while i was getting the stink eye from the first girl who helped me. i don’t know if the first girl was just new and didn’t want to ask for help, or if she was just having a bad day, but there was no reason for her to give me such a bad attitude. i’m always extremely kind to fast food workers, as i used to work in fast food and i know how rude customers can be, but i NEVER took misplaced anger out on a kind customer. i didn’t catch her name but i hope she isn’t like this with every customer that...

A "manager" who identified himself as Israel. Gave me an extremely hard time about replacing two dishes on my order that were clearly made with old chicken. This was the evening before Thanksgiving. They were trying to use up existing chicken. It was dry and tough. When I called Pollo Loco the manager named Israel sounded hurried and bothered by my call. He told me I had to save the bad food for two days and return it to the restaurant if I wanted a replacement. I was shocked and tried to reason with him, he hung up on me. What a horrible employee and what a horrible place. Additionally, I did try to call a long distance number given to me that was allegedly the store owner. I left a message, they never called me back. Let me be clear here. I'm a severely disabled senior that was taken advantage of by this employee. He identified who I was, and acknowledged that he remembered me because we drive an explorer with a lift and scooter on the back. He acknowledged I'm a frequent customer, yet he made an example out of me, demeaning me on the phone, chuckling at my comments during the conversation and going so far as to say, "whatever, complain if you want, that's our policy." Again, I'm appalled by his behavior, even after acknowledging he knew who I was and that I had been through the drive through not more than 15 minutes prior. The store is right around the corner from where I live. I've found that employees who exercise zero tolerance on company policies, utilize zero judgment when making a...

The person taking my order at the drive thru was rude. Asking me multiple times for what I wanted to order and cutting me off when I was repeating my order. Her voice tone saying "tell me when you're ready" without greeting me, "what else?" when I was just making a pause... Once I got to the window I could see one of the employees wearing a headset was using her cell phone, I don't know for sure if this was the same person taking my order but it would explain why she had to keep asking about the order. The person who took my payment and gave me the food seemed to get annoyed when I checked my food was correct and asked for the cilantro sauce (which comes with me meal and I have learned the hard way that if I don't ask for it, the sauce doesn't make it to my bag.) I asked her to please give me the sauce and some pico salsa and tried giving her the baggie full of green salsas (that I didn't ask for) back. She rolled her eyes and went to get them. When she gave me the slasas I requested she asked for the other ones (earlier when I offered them back she left me there with my arm extended). I gave them back the salsas and she tossed them across the room to what I hope was a trash can. There was no long line at the drive thru and the lobby looked empty, hardly any cars at the parking lot. The constant bad service I receive at this location has made me decide to not come back. I love the food, so I will continue to eat Pollo Loco, just...