El Pollo Loco — Restaurant in Laguna Niguel

I rarely write reviews because most places are pleasant and overall good experiences. More or less what one would expect as a customer. I will write a review when I have an experience at either end of the spectrum though. And this is one of those times. The woman behind the counter made me wish I had gone elsewhere to feed my family. She was disinterested, unfriendly, short, and made me feel as if I was a bother to her. Poor service to say the least. We dined in, but she didn't bother to ask if it was for here or to go when I ordered a family dinner meal. My family was with me when placing the order so I assumed she figured it was for "here". To my surprise she had everything in a bag to go. We asked for plates and were told they had none. They gave us plastic lids instead. The food was good, but the experience/service was plainly horrible. I know we all have bad days, but I also know that we are to leave our troubles at the door and do our jobs to the best of our abilities. I for one will never come back to...

Ordered online and was given a time to pickup of 5:54pm. I showed up at 5:56 and waited under the online order pickup sign for 20 minutes and not a single person tried to help me, or even make eye contact with me. Even the manager in the red shirt just kept walking past as I was trying to get someone to pay attention to me for one second. I could see my online order sitting on the counter getting cold but still no one would help me.

I finally had to stand in line for another 5 minutes just to get someone to make eye contact with me so I could ask them if that was my food sitting there getting cold. Then the online confirmation number didn't even match what was on the printed receipt on the bag of food, so I had to make a call and verify all the contents of the order with my friend just to assure it was in fact my order.

So, 25 minutes just to pickup something that should have been an easy in and out exchange, and I'm eating cold food. Worst online ordering...

I’m f I can give 0 I will! Patricia Fabiola, She is so Rude! Look at my receipt, I asked if she can give me 6 mild Pico, 6 regular Pico and 2 cilantro sour cream ( I’m ready to pay for the cream) but when I checked my order I said this is only 4 Pico and she said yes! You said Pico and I told her yes but I need mild and regular and where’s my 2 cilantro cream and she looked passed off and she gave me only one! And not that she also very rude to the customer in front of me, the guy asked for a sauce and she said you were here yesterday and I gave you a lot! Where did it go? You threw it away?! Then the old guy said never mind it’s ok. I think this associate should have a training! I hope that she’s not the supervisor coz she not showing her team, A good manner and good customer service! You should check or review the video! This location are terrible for customer serviCe especially drive thru! They will not give you the condiment you asked...