El Pollo Loco — Restaurant in Los Angeles

I just had a very frustrating experience at Store 6080 involving a manager and their new screen order system.

I walked in to order takeout and used the screen order system to place my order. When I attempted to pay, the system rejected my card once; I checked my banking app and it refunded my order this first time. I tried it again thinking put in the wrong PIN, and the payment system registered the payment but the screen order system did not. So I had a second $21.98 charge pending but the order didn't go through.

I explained this to an attendant who quickly got the manager; I showed them my phone's banking app with the first charge, first refund, then the second charge with no refund. She then refused to do anything about it, stating it's pending and should be refunded shortly. When I told her the first charge error was refunded immediately and the second wasn't refunded at all, which was clearly indicated on my phone, she just repeated herself. I insisted she try and figure out the state of my order so she started a call to tech support and proceeded to try and troubleshoot the screen order system.

For 30 minutes.

While I was waiting the other screen order system gave a similar error to another customer and an attendant started taking orders in person to avoid the problem.

With no solution in sight, I'm hungry and frustrated so I told the manager I either wanted a cash refund or my order. She repeated yet again it's a pending charge but offered to take $5 if I allowed my card to be charged a third time. It was only after being very insistent and pointing out how long I'd waited (now 45 minutes) that she directed an attendant to fill out my order. A day later this my second charge still hasn't been refunded so the manager's assertion that it would be was clearly incorrect and I got to pay full price for this whole experience.

While I'm not thrilled about the automated system, that wasn't my primary concern. My primary concern was that when the (brand new) system failed, the manager's response wasn't to make it right but to double down and try to convince me that what I was showing...

I am not surprised that the manager NEVER followed through with me. I will not be going back here and I will be talking about this experience on stages around the world. I will let people know about my experiences here so that they can make informed decisions on whethet to spend their hard earned money here. What a colossal wazte of my time. UPDATE: As per the instructions and the managers request below⬇️ I went online and filled out the form and you have never responded to me. Why do you post this under our review, in hopes that others will think that you actually attempted to write your wrong? Or perhaps that we won't respond and you don't have to do anything? I ordered for the first time using the kiosk menu, and a customer supported me with it. The young man set my order on the counter and called my number. I thanked him and looked inside at my condiments and I don't know why he placed ranch dressing in there when the menu states that it comes with cilantro dressing. I requested and waited an additional 3 minutes for cilantro. When I got to where I was going and prepared to eat there wasn't any plasticware in the bag. They don't have them available for customers to pick up. I was very disappointed in the customer service and the salad wasn't as good as...

No stars at all (selected 1 start to be able to post)! 2nd. time we've been to this place. First time no drinks were available and they did not want to refund us our drink money our tacos were just tossed into the plate, looked like chicken and tortillas and not tacos. Gave it another try today. Today's order, we asked for no rice on bowl combo and guess what? I got rice! I also asked no rice on Classic Tostada and again I got rice. Cashier Edith seems like she does not want to be there. Elizabeth person in charge (did not want to confirm if she was the manager) said we should call corporation and hung up when we called to let them know that our order was wrong and also we did not get the flour tortillas...