Pollo Campero — Restaurant in Jurupa Valley

First off let me say that I do not usually give negative reviews because I used to be a manager in the food industry and understand how I can be. So with that being said, the manager here needs customer service training. In addition, their employees needs better training in customer service and dealing with the public. Came here on 11/30/2024 at 12:00 PM to try this new location ( drive thru). Firstly, their drive through employee could not hear our order and got it mixed up a few times. Anyways they have a 4 piece on their menu and it comes with (leg, thigh, breast & wing) and we were told they only had thighs and legs. Asked the young lady if the price would be reduce since the premium pieces were not available she said “yes”. Had to ask her to repeat the order because she keep saying “ what” or “huh”. Maybe she was new and learning but If you work in a restaurant it is important to repeat customers order back to them for mistakes. Anyways, I digress….get to the window and is charged full price. Sooo I asked the cashier why would they charge full price when they did not provide the piece displayed on the menu. She did not know so I asked for the manager for clarification. Manager comes to the window defensive and you could tell she was not wanting to hear anything I had to say. She stated that’s how the company priced their menu and there was pretty much nothing she could do. So I tell her that I’ve never heard of that and it didn’t make sense. She kept talking over me so I just said okay I will contact corporate. I would have never contacted corporates had she even tried to make the situation right. She did not offer a discount or add additional pieces. Which is what I would have offered when I was a manager. It was about the principle. We paid about $19 for a 4 piece 2 sides and 1 roll. Ridiculous to say the least. Anyway, I contacted corporate and they stated the store should have all pieces available and would reach out to the store to “investigate.” It’s about the principle for me. Prices are expensive and you are giving people less than what they’ve paid for is insane. I’m sure this location gets away with it a lot and need to do better. Offer the customer other options or something. The food was good, but I will not be returning to this location. I gave an addition star due to corporate making it right. They apologized and offered a credit. So do not go to this location if you want breast or wings because clearly they do not have them ready or willing to make them for their customers. Never had this issue at any...

I am extremely disappointed with the service I received at this location. I placed an order online and arrived to pick it up around 8 PM, only to find the doors already locked—despite the posted hours clearly stating the restaurant is open until 9 PM. When I called customer service, I was told the hours were indeed until 9. After waiting, someone finally let me in, and I was informed by staff that they had closed the doors early simply because they were out of dinner rolls.

When I questioned this further, I was then told the reason was that they had also run out of chicken—yet, I was handed my full 12-piece order and witnessed other customers receiving their orders as well, even being given extra chicken in place of the rolls. Clearly, there was food available, and yet customers were being denied entry for nearly an hour before closing time.

This is unacceptable, especially for a brand-new location. Customers should never feel as though employees are trying to close early at the expense of service. The lack of professionalism and inconsistent explanations from the staff created an incredibly poor experience and left me very...

Had two bad experiences. The first experience the service was terribly slow. Ordered a chicken sandwich and was told that I’d have to wait 10 minutes to have one made. Decided to wait. After waiting 10 minutes to pay they still made me wait another 15 minutes to receive my items. I figured since the location had just opened it was just growing pains. Decided to give them a second chance a few weeks later. Ordered another chicken sandwich and was told I would need to wait yet another 10 minutes for them to make it. Got to the window and cashier spilled my drink all over me. By this point I was annoyed. Waited another 20 minutes and still no food. Had to get out of my vehicle and go inside. Cashier took forever with customer in front of me. Finally got to the counter and my food was still not ready. After a total of 40 minutes I finally received my food. Decided this will be the last time I visit this establishment. My advice, do not order any sort of sandwich or nuggets as these items are never ready...