El Pollo Loco — Restaurant in Lafayette

So they have advertised that you get 1/2 a chicken when you order a 16 or more family meal! The customer shouldn’t have to ask for the 1/2 chicken when it’s advertised that it comes with it for free when you order a 16 piece meal but the lady at the window today was very rude and said that we have to order it and it’s not automatic that it’s free but has to be requested! She said “I’ll give it to you this time” like seriously lady it comes with my 16 piece meal and as the customer we shouldn’t have to request something that is free with my purchase! The issue is we not the whole 1/2 chicken being free and us not getting it unless requested but it was the lady’s attitude about the promotion and how she treated us as the customer! She seems mad that we even asked about the 1/2 chicken and that she had to give us the 1/2 chicken for free! I mean why promote something that you aren’t going to even offer or give your customers! This employee at the window needs to be moved from taking order because she has not customer service and a...

I don’t have a problem with the food here. So the 1 star is a result for tonight’s service. I’ve frequented El Pollo Loco many times since it opened but at the drive thru. This evening, 8/8/24 @ about 8:35 pm, I decide to park and go inside for the very first time. As soon as I walked in and approached the counter to order, an employee behind the counter immediately walks up, gestures around and says nothing is working there, so assumedly I can’t order. But there were 2 cars at the drive thru when I drove up. So I exit and get in my car and decide to try the drive thru just to see. I was able to order, pay and get my food with no problem. But I thought nothing was working? Seems like the person who stated it just didn’t want to take the order. I don’t appreciate stuff like that. Please don’t lie to customers just because you don’t feel like taking orders...

Slow. Made an order at 1:40. Came to pick it up at drive thru at 2:10. Was told to wait. A couple minutes go by and he asks for mhy order. I say I’m here to pick up my order. He tells me to pull around. I wait at the window for a few more minutes before ever being acknowledged. Finally, a hand pops out the window with my soup and salad. No words. Service was subpar. The salad doesn’t appear fresh, ingredients seem cheap, and the chicken is dry. The soup is very hot and filled to the top. The lid fits very snug, so please be careful opening or you’ll be like me and spilling scorching hot soup all over your lap. It’s supposed to be chicken tortilla soup. It is quite literally your typical chicken noodle soup without the noodles served with crushed chips...