El Pollo Loco — Restaurant in Grand Prairie

I arrived at this location in Grand Prairie at 9pm on 3/17/21. I decided to do the drive through. When I got to the speaker I proceeded to order my food. I asked for a 3 piece white well done. She then says “we are out of chicken and only have 2 legs”. I asked if more is being made seeing that it is 1 hour before close. She then states that it takes to long to drop chicken and it would be done in time. I reiterated that it’s 9pm, 1 hour before close and asked how long does it take to make more chicken? Bet first answer was 45min, so I said ok I’ll wait for it. She then says “no we aren’t dropping more chicken because it will take an hour to cook. This is especially frustrating to me because, chicken or pollo is in your business name and pollo is what you do, why wasn’t there better preparation on the management side of things I regard to projections and pre sheet for the day? And furthermore, if at let’s say 9pm you noticed you were low on chicken, why didn’t the night manager have more made? I didn’t have mask to go in , so I called the store and asked for the manager on duty which to my surprise was he GM named Vanessa! I continued to voice my concerns especially since I am in management in the same type industry and know how these things should work, to no avail. I’d like to know why this is an acceptable practice in this company and at this location? I typical don’t leave bad reviews because I know how they can affect things such as bonuses, reviews and metrics when it comes to the GM, but this is especially unacceptable coming from a restaurant at 1 hour before close AND coming from the GM!! I need...

I'm not a picky person but this might have been the worst drive-thru fast-food experience I've had in a long time. The meal I ordered was advertised on their drive-thru menu for $10.99 (the Queso Guacamole Chicken Burrito) and I was charged $12.49 before tax (if you're reading this, PLEASE update your menu so it doesn't look like you're falsely advertising food items). Not only that, but the person taking my order kept asking me to wait, wait, and wait. No biggie for me honestly, but by the end of my experience I was thoroughly convinced the dude was high. He handed me my drink which was totally overfilled and spilled everywhere, a straw, and after he ran my card and didn't give me a receipt, he tried handing me another (2?) straw(s) and dropped one. Lastly with him, I asked for my receipt, and he needed to change the receipt paper upon this request, and couldn't, and had to ask one of his coworkers to do it for him and get that coworker to print my receipt for me. Like oh my god.

When I got home, I realized that the drink I got was the wrong drink and when my burrito innards fell out of the bottom there was a hair in it and I had to throw it away. However, the few bites I did get before it fell out and I discovered the hair were pretty good and I'm sure all experiences aren't like mine, but for my first time this left a pretty negative and long-lasting impression for me to never want...

I ordered a Keto Burrito and taco via the app to Pickup in curbside. I arrived 5 minutes before it said my order would be ready. I sat in the curbside spot for 25 minutes in total waiting for my food. (yes I checked in on the app when I arrived). I finally walked in and told the cashier I’ve been waiting 20 minutes past the scheduled “ready time” in the curbside spot. His response was “Oh did you order the Keto Burrito? I saw you pull in, but we don’t have all the ingredients to make Keto right now, would you like to speak to the manager?”. YES I want to speak to the manager, did anyone plan to call or even come out to tell me the issue??? The manager never came to speak with me, but instead told the cashier that they would in fact be able to make the Keto Burrito. I waited roughly another 10 minutes for that, only to be offered a drink for the inconvenience. I finally walked out with my burrito about 30-35 minutes after ordering only to see they now forgot my taco, so I had to go back in and get that as well. Good...