El Pollo Loco — Restaurant in Lehi

WORST EXPERIENCE EATING OUT I HAVE EVER HAD! I TOOK MY GRANDKIDS THERE FOR DINNER TONIGHT! WITH ONE PERSON AHEAD OF ME I SPENT 25 MINUTES THEIR BEFORE I COULD ORDER MY MEAL. THE CASHIER WENT LOOKING FOR SOMETHING AND NEVER CAME BACK. ABOUT 25 MINUTES AFTER i ORDERED THEY CALLED US UP TO GET OUR FOOD BUT WE GOT THE FOOD LESS THE CHICKEN. THIRTY MINUTES LATTER WE GOT A FEW PIECES OF BURNT BLACK DRIED OUT CHICKEN BUT THEY STILL OWED US 2 CHICKEN BREASTS AND AT THIS POINT WE WERE DETERMINED TO SEE IF WE COULD GET OUR FOOD. AFTER ANOTHER 25 MINUTES WE ASKED THE CASHIER HOW LONG IT WAS GOING TO TAKE AND SHE TOLD US THERE WERE A LOT OF PEOPLE AHEAD OF US AND WE WOULD GET IT WHEN THEY COULD. AFTER 5 MINUTES I ASKED TO TALK WITH THE MANAGER AND SHE HEARD ME AND SAID SHE COULD NOT LEAVE THE GRILL AND STATED SHE CAN ONLY COOK CHICKEN SO FAST. I THEN ASKED FOR MY MONEY BACK FOR THE 2 PIECES OF CHICKEN AND THEY KEEP TELLING ME I WOULD GET MY CHICKEN AND COULD NOT GET MY MONEY BACK. FINALLY AFTER 10 MINUTES THEY SAID THEY WOULD GIVE ME MY MONEY BACK ON THE 2 PIECES OF CHICKEN I NEVER RECEIVED. AFTER 10 MINUTES OF THE CASHIER PLAYING WITH THE CASH REGISTER SAYING SHOULD COULD NOT FIGURE OUT HOW AND THE MANAGER STILL NOT BEING ABLE TO LEAVE THE GRILL I LEFT WITHOUT MY MONEY OR CHICKEN. I SPENT OVER 2 HOURS TRYING TO GET MY ORDER BUT NEVER GOT A COMPLETE MEAL. IT IS FUNNY THAT ALL THE PEOPLE THAT CAME IN AFTER US MANAGED TO GET THEIR MEALS BEFORE US. I DO NOT THINK THIS HORRIBLE SERVICE WAS A COINCIDENCE SINCE EVERY PERSON THAT CAME IN AFTER US WAS SPANISH PLUS THE ENTIRE STAFF AND MANAGER WAS SPANISH. I THINK IT IS EL POLLO LOCO'S WAY OF SAYING ONLY SPANISH PEOPLE...

I have to really question the management of this location. The 3 of us went for dinner and had a negative experience. The only reason I'm not giving 1-star rating is because the food was actually good. Everything else was terrible. First problem was when we ordered, we were told chicken breasts were cooking and not ready for 45 minutes. Ok, there was other chicken available, so no biggie, but doesn't that seem like a bit of an oversight? Shouldn't it have been cooking sooner? Anyway, we placed our order and we were handed the device that notifies you when your order is ready and we went and found a table. After about 20 minutes, and wondering what was taking our order so long, I walked up to the counter. There were at least 3-4 trays of food that had been sitting there for who knows how long. I asked if one of these was mine, showing my receipt, and the worker found my order. When I questioned why my device didn't let me know it was ready he replied, "Oh those things don't work very well." Then why are you using them?! Call out an order when it's ready! Other customers then figured out what was going on and came up to get their food also. I sat down and then noticed my order was incomplete. I went back up and let them know and they gave me my missing item. After a few more minutes, we noticed another item was missing. 2 missing items! I went and let them know again and they gave me the missing food. Like I said, food was good, but we had to wait way too long for the food and they left 2 items off of our order....

I recently visited and I must say, I was thoroughly impressed with their excellent customer service. The moment I entered, the staff greeted me with a warm smile and made me feel welcome. They were attentive, accommodating, and went above and beyond to ensure that my experience was enjoyable.

Not only was the customer service top-notch, but the service itself was incredibly fast. My order was prepared fast , and I didn't have to wait long at all. Despite the busy lunch hour, the staff efficiently handled the orders.This level of efficiency truly impressed me and made my visit even more enjoyable.

Another aspect that stood out was the cleanliness of the restrooms. Clean restrooms are always a pleasant surprise, and Pollo Loco definitely exceeded my expectations in this regard. The restrooms were spotless, well-maintained, and stocked with all the necessary amenities. It's evident that the staff takes pride in maintaining a clean and hygienic environment for their customers.

Overall, my experience at Pollo Loco was exceptional. The combination of good customer service, fast service, and clean restrooms made it a standout visit. I highly commend the staff for their professionalism and dedication to providing a positive dining experience. I would definitely recommend Pollo Loco to anyone seeking delicious food coupled with excellent service.

Trucker Angel out of...