El Pollo Loco — Restaurant in Houston

I am a African male, and I definitely beileve there is racism here at this location in the heights. I eat at different locations everyday, and never been treated so un welcome and disrespect before in my life. When I came in by the look on Victor's face I didn't feel welcome here. I asked Victor for a coupon book, he got one and didn't want to hand it to me, then I gave him my order and he needed the coupon book back ( which I handed it to him), but again he places it back on the counter for me to grab. They served me my food for here, just to turn around and tell me the Lobby is closed, and I have to leave in 3 minutes. I asked to speak with the manager, I beileve her name was Felicia. When she came, she was already angry from the get go, before anybody said a word. I asked her a simple question why would they serve me my food for here, then tell me I'll have to leave in 5 minutes. She said angrily, ' I served you before and you told you we close at 10.' I tell her I will leave, I respect the policies, then i asked again polietly 'why would they serve me my food, then tell me I have to leave in 5 minutes. ' She raised her voice and said 'I don't know what they did, that's them up there, and I'm not going to argue with you.' I asked her to bring me a to go box, and she said I can come and get it. I told her my complaint about victor ( since she is the manager ), she didnt care to hear it, and started raising her voice more, as another employee was trying to calm her down. This behavior was just out of line,and. Completely disrespectful, a customer should never have to experience this. But agaI again, i think racism had a part, I can tell when i waled in, and how they treated me. To whom it may concern this happened right...

Oh where did El Pollo Loco go? After living in States where this restaurant does not exist and returning to my home State of Texas I decided to stop and relive the memories of the juicy overnight marinated chicken grilled and served with those great sides. SADLY! This was not the case. I ordered the three piece meal and ordered a drink on the side since drinks don’t come with the meal. I was given the tray with the chicken and beans and mashed potatoes. The chicken looked a bit suspicious on my way to the table, I thought well the skin was a bit crispy ok good! I pulled the skin off to reveal a dried out piece of chicken which resembles a hunk of chicken I dried out to feed my dog when camping. Ok, let’s look at the leg it can’t be two pieces that dried out, oops I was wrong, two for two. So I went for the trifecta of jerky chicken from the restaurant I used to love. Yup, all three pieces were as dry as a popcorn petard. I was so disappointed I can’t tell you. So the entire tray went into the overflowing trash can. The sides I can’t tell you if they were good or bad, but, the chicken was abysmal. I lost any desire to return to my once loved El Pollo Loco. Things in the world have taken a turn for the worse. When answering the questions below which would I recommend? The answer is not a darn one. Stay away from dry jerky chicken from...

Customer service has taken harsh nose dive here. This has been my "go to" place for dinner, sometimes five days out of the week. And especially during the height of the pandemic shutdown! This was my comfort food. I eat here so much that I have at least two to three free meals a month (from my pollo app which I often forget to use) I was spending at minimum $50 plus a week here if not more. Many of the staff faces here are famillar with me, they are friendly and famillar, nice, and thoughtful. Lately I have noticed they are under staffed. It takes a long time to make an order, and when I get to the drive through window, they ask me to park at the side of the building . This creates a false reading making it seem as if orders are being acomplished faster than what they are. I do not blame the staff but management. This franchise has the best tasting chicken, but I can and will bail out and go to Chick Fil A, just for the customer service! I have known some of these employees just from my patronage of this store, thier once happy faces are no longer happy. District management and management in general need to rethink...