El Pollo Loco — Restaurant in Lancaster

Drive thru experience buying food specifically for my mother who is recovering from a stroke. My mother was craving this place and she cannot walk so I have to do and get everything for her. I ordered just over $20 worth of food and the food was good, but mom said the chicken was dry. Maria H running the drive-thru, handed me the bag of food and said, "here you go" The bag looked like it missing the chicken I ordered. I asked Maria, is the chicken in there? She said, "Did they not give you your chicken?" I said, if it is in there I don't see it. She took the bag and while she was closing the window I heard her say, "OK sir, you don't have to be...." Was she talking to me, I thought? She came back after putting our chicken in the bag. I asked her, what did you say? She said, "You don't have to be testy with me" I said, what? What are you talking about? She looked at me like a deer in headlights and said, "you didn't have to be rude." Her tone was really rude so I asked for a manager and she, without saying a word, darted off and shut the order window. I waited for about 30 seconds and realized no one was coming. There were 2 cars behind me. I began to honk my horn, having waited 10 minutes in line before getting to the payment window already. A manager came and only apologized for Maria's poor behavior. I verified the name on the receipt was the correct name of the cashier, assured the manager it was not her fault, and thanked her for her time and left. Went home that night and filled out the online survey explaining exactly my experience and asked for a call back on July 27th 2023. It is August 2nd and no one has called. Buyer beware of the rude customer service and long wait times in...

As you will see in the review below of one year ago I was very happy and I just reposted it as a reminder to all those who read my review. However, I will not be going to this El Pollo Loco Restaurant again. Last night I went through their drive-thru and I had a very bad experience. Once I got to the microphone to place my order it took the staff 15 minutes to take my order. Then they got my order wrong as I ordered two 3 piece meals and I got two 2 piece meals. They did not give me any spicy guacamole sauce as I had asked for. It took them 20 minutes to answer the phone so I could place my complaint. The person I spoke to said well because they did not charge me for a 3 piece there was nothing they could do for me. Subsequently, I learned my friend had a problem with this same El Pollo Loco they kept people in line for 20 minutes after taking their orders only to tell people they had no chicken. I am strongly suggesting the management check their drive-thru equipment, check their staff that they are not one their cellphones, etc. Also, the New Cauliflower Lime Rice is very dry and not well spiced it is very bland. I planned on expressing my complaint in person tonight, but I think that the staff would keep me 20 minutes before taking my complaint!

ONE YEAR AGO This restaurant was a pleasure, because the staff had smiles on their faces. The food was good and hot. Service was quick. I will be returning to this El Pollo Loco in the near future. I recommend this restaurant, but the parking lot can be full as there are other stores on the...

More than once, i try to give them the benefit of the doubt being they’re the newest location, I get burnt chicken. I’ve watched the main cook throughout the year on my lunch break or early evening, he goes overboard in the word of charbroiled. I have the app, I told it I wanted to be contacted for my recent purchase & was “never” contacted. I picked up chicken on a rainy Saturday night on 2/22/20, I asked for “juicy” only to discover when I got home (it takes me 20mins to get home) I got more then the usual burnt chicken. Then besides the chicken being messed up, My mashed potatoes were partially stale & my gravy watery🙄. I was just too frustrated & disappointed to drive back plus waste gas. This location I work by & used to be so fresh when they first opened, it seems they got complacent and or certain...