El Pollo Loco — Restaurant in Lake Elsinore

This has to be the complete worst employment staff I have ever seen at an el pollo loco. Over the past 6 month. I have had now 4! burritos That I have requested through drive-through to be lactose free no cheese or sour cream And I have received them with either sour cream or cheese or both in my burrito. I am lactose intolerant and I explained to the lady in the drive-through 3 times that I would like it to have no cheese and no sour cream and can you make sure it is not on the burrito. She then responded back saying "OK you want no dairy right?" I said that is perfect thank you so much. Then fast forward I get home with my burrito and it has sour cream in it. As you can tell I was furious because it has been the 4th burrito in a row that they have messed up. I then called the manager and explained them my issue and that they wanted to refund or credit me a burrito on my next visit which is understandable if it was a first time mistake. I had explained to her my pregnant wife chicken meal and my bredow should be replaced on my next visit that would be great. She told me that she can only replace the bredow and that is it and maybe 25% off my purchase. So I explained to her I no longer wanted the food and I will be on my way back for a refund and she explained back to me I better make sure I bring all my food if I want a refund for everything.

Once arriving to the location I recorded everything on video and I Talk with the manager about the refund and I open the bredow and showed her the sour cream and the bredow and after explaining to her that I will reach out to corporate and I will reach out to social media and I will made sure my experience with this location is known just for a customer's side not the fact that I wanted or needed anything for free and she then offered to give me the chicken meal for free. I already drove back all the way from my house and took my pregnant wife's meal back to L poya loco because I was so frustrated and now She wants to make it better and give me the chicken meal. Are you explain to her I am not trying to get anything for free so I do not need the meal I would just like a refund, thank you.

As I was there for about 10 minutes recorded video for about 7 and a 1/2 minutes I noticed the drive thru customer walk in and explain to one of the other employees that he didn't receive all the items in his order and then 1 minute after that I noticed the chef or cook in the back making a taco and all of the crispy taco shell was smashed and ripped in half and she still put lettuce on the taco and wrapped it up for a customer. It is little things like this I know as a business owner,things like this very much hurt the brand and the bottom line of customers coming back and happy. It would have cost them maybe $2.50 for them to just replace my burrito and the chicken meal back on my next visit but she refused to while on the phone call until I drove all the way back to the store.

I really hope somebody a dresses these issues for the Franchisees sake. Thank you for taking your time and reading this review if you would like great service and amazing and please go stop by Panda Express Across the freeway next to Wells Fargo. That is a perfect example we go to Panda Express 2 to 4 times a week because Their customer service is top notch and that's what consumers want to feel that they are...

This place had a great team. You could tell because they were like family and even the younger staff were confident and did excellent.

My experience was with William. I walked into the Lake Elsinore store and he was the front person.. I had movers at the house helping unload the truck and asked William the size of taco's and if they had like a value pack of 20 or so.. He was like, well let's see, and pulled up the screen options tinkered around and said yeah here's a 12 pack and salad, but for two it was like $65 and I was going to pay but he said or and found me a perfect combo with chips and salsa and I so happy. He just was a good guy, interested in where I moved to and why I left and came back, and where my son was. Like we had been long lost friends. It was a true human interaction that I thought was lost in newer generations. I value these because more times than not the restaurant person (especially not if in a waiteress transaction) anything outside give me burger and coke will be met with disinterested eye rolls.

Thanks William and thank you...

Always delicious, so the one star rating isn’t for the food. I don’t think there’s been a time the food wasn’t good. I am, however, not happy with the departure of the beloved crunchy taco..in place of the plain taquitos, but that’s another story. I am giving the rating based solely on the service. There’s a couple ladies who aren’t pleasant..at all. Placed a mobile order and went to the drive-through to pick it up since nobody was there.. my daughter was sleeping in the backseat of my car..the lady at the window told me I had to go inside for the order. I woke my daughter up and we walked inside to get the food. It was sitting on the counter. There were no customers inside. Why couldn’t they bring the food to the window? Probably the same reason when you go at night and try to order at the speaker..no one says anything. Then 2-3 minutes later, someone says, “Yes, how can I help you?” She makes it seems like it’s your fault that they weren’t readily available at the...