El Pollo Loco — Restaurant in Los Angeles

• INJURY AND POOR CUSTOMER SERVICE * I rarely leave bad reviews, but this Pollo Loco has earned one. I made an order online off the catering menu at 5:43PM on 11/20/2021. When I made the order, I understood the order would be ready in an hour. When the hour came, my boyfriend and I made our way to the restaurant.

Once we got there, I walked up to the side door (the one closest to the drive-thru) and was surprised to find the door was locked. Keep in mind, we were well within business hours (it was 7PM). I saw a man go through the side facing Vermont, so I walked around.

I thought the door was open when I felt myself bounce back. Soon enough, my face was in pain and I realized I walked into the glass next to the actual door. My boyfriend ran up to me and helped me walk back to our car where I saw my upper lip was swollen.

Now, could I have been more careful? Sure. And is this an example of poor design? Most definitely! What is the purpose of having a full glass wall next to a glass door?! Also, why in the world would the restaurant employees lock the door that is most often used by customers, making them walk around to the door facing the street?! If I wasn't in so much pain and embarrassment, I would have given the employees a piece of my mind... Unfortunately, that wasn't the last of it.

While I waited in the car, my boyfriend went inside to get our order. He came out almost 20 minutes later. He explained that our order was not ready at the time the Pollo Loco website said it would be ready.

He told me that one employee told him "I wasn't here when the order was made!" Another employee told him they had to wait to make the food so that it wouldn't get cold. When he asked to speak with the manager, he was told the manager was not on site. No sense of how to take accountability, no demonstration of wanting to rectify things at all. At least one employee noticed I was injured, but not one of them came to see if I was okay. I glanced over at the restaurant while in our car and saw two employees by the locked door. Maybe they unlocked it?

I am just utterly disappointed by the service of this restaurant and wanted to let other future customers know so that they can decide where to take...

DO NOT ORDER FROM 5800 VERMONT IN LOS ANGELES! Several order have been made at this location. We are always giving them a chance to do better because nobody is perfect. But it keeps happening and we are paying for a service minus the mishaps.

Well, customer service is everything and they lack that along with being professional and proper home training, clearly. The last order placed at that location(11.22.22) for delivery which you know cost even more was missing items along with items received being wrong.

When the call was placed to inform them a fast talking young lady answered and told me to either come in and they would give me what I paid for. Well, the reason the order was delivered was because that wasn't an option I had. I stated to her to refund the money for the missing items back to my form of payment. Expressing that to her meant nothing. She rambled speaking so fast that i couldn't understand her, then said her manger said something.

She then told me to contact the delivery people that I ordered it with. When I stated it was placed through the El Pollo app she said well contact them. I expressed how rude she was and how that was bad business on their part and the company, she hung up. Unfortunately, I didn't get her name but because everyone working there heard her and did nothing to stop her behavior they are all accountable. Times are hard and different for us all and we all need our jobs to survive even more so now. But customer service will always matter in this world as we walk through life and anything less than is truly sad and disheartening.

To the young lady that will more than likely not stop what clearly she has been doing, please do better for yourself and remember you are representing your parents whom I would like to think raised you better than that.

And to Management it...

I usually don't do this, but I was craving a Chicken Soup and a Double chicken tostada from El Pollo Loco and this location was the only one that was open at 9:30am I walked in, and the lady that took my order didn't even say good morning and had a Bad Attitude. She took my order and I noticed she charged me for a drink and I never asked for one, however she reimbursed me and she made a "Fuchi Face" at me, I was like...... Ok.... Sheesh!!! So, she gives me my order and didn't even say Thank You. I began to eat my soup and hardly had any chicken in it, No Flavor and I bit into a bone. My Chicken tostada did have Double chicken, but the chicken tasted a bit funny, too dry and I didn't even enjoy it. I should of gotten breakfast somewhere else/different Chain Restaurant or I should of gone to my favorite Pollo Loco spot on Sepulveda&National Blvd. where they are Happy to see their customers, Have Great Customer service and there Pollo Loco is Delicious. To bad I didn't get her name. Never...