El Pollo Loco — Restaurant in Los Angeles

Today's lunch was a nightmare!! We did an online order for pick up. Why is pick up available but not defined as drive thru only? I placed my order at 11:33. It's 12:10 and I'm still in the pick up line. The doors are locked. They don't have a sign up stating dine in is closed. They won't answer their phone. My food has been ready for pick up for over 20 minutes. The person in front of me in the drive thru waited for over 3 minutes to be acknowledged at the speaker. When I checked in and finally got to the pick up window, the man working was reading off someone else's order. I reconfirmed my online order and he couldn't find it even tho it was confirmed when I was at the speaker. I'm assuming because it had been so long that it doesn't come up on their screen any more. I ask what's going on today and was given no answer. I asked who the manager of this location was and the guy looked at me like I was asking him if he had been to Mars. I finally head back with my food. I get home, unpack the food and find out that the kids meals were missing their juice boxes and my tostada had clearly been sitting for 30 minutes letting the hot contents steam and wilt the lettuce. It was inedible. I threw out most of the food. The kids said their chicken was cold. I'm very disappointed. If they had a sign up acknowledging there was an issue, I would be much more understanding. This was the worst fast food experience I've...

Gross and disappointing. Scarce amount of meat, which was pretty much the throwaway parts of a chicken. It almost seems like they somehow ran out of servable chicken and gave me what they had tossed to the side. They even included a chicken bone the size of my finger. How does someone miss that? An employee saw that and thought it was acceptable to serve it. I gagged as soon as I opened the container.

Normally, I would try to let a bad experience like this go. However, I've had multiple bad experiences here in terms of not getting my order right or seriously skimping out on ingredients.

I live close to this location, but I'd rather go to any other fast food place nearby or even drive to the other location on Roscoe.

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Dear owner, Just a quick friendly note to you. I’m also a franchise owner and I understand how hard to run a successful business. You need to do something with the staff. I see most of the reviews here related to your staff. I came into the store, waiting at the counter to order for my kids. 5 min. passed, around 6 employees behind counter and yet not a single person came to take my order. Decided to go to the restroom instead to give them more time. I came back, stood there for another 2 min. NOT A SINGLE PERSON would even acknowledged my present. Shook my head and left. I hate to say this to you, but you really need to do some house cleaning....