El Pollo Loco — Restaurant in Mission Viejo

Found this spot about a year ago and couldn't be happier but that changed when a guy named Daniel ruined it all and lost a customer over a 99 cent item. We brought in a coupon that expired 3 days prior since for the past year it was honored without question. Kind of a cool thing like Bed Bath And Beyond offers. He declined to honor it and continued arguing with me (in front of customers) how the coupon was expired. Really? I think my higher education taught me how to read, but again given the fact they have honored it in the past, I brought it with me.

My only point was to explain they have accepted it in the past and really didnt care about the coupon anymore. I was only looking for an acknowledgement of sorts. I wanted an answer not a parrot repeating "it says expired" "it says expired" "it says expired". Squawk!

After I left I called and asked for the name of the manager and he stated he was the manager. I told him that a measly 3 day old coupon for a 99 cent item was really silly for him to argue with me over in front of customers. He said sometimes we honor the expired coupons for 1st time customers or if trying a new item. What about a loyal regular customer of a year? Guess that doesn't count. I told him that I would speak with his boss Luis and would not be taking my business there in the future. His response the whole time was, "okay" over and over again.

That is funny because only inexperienced customer service reps respond in such a manner and a "manager" attempts to diffuse the situation and keep the customer. Who made him a manager?

I have experienced better customer service from kids half his age. Had he said "I'm sorry" one time we would never be posting this. Anybody in customer service knows you apologize for the situation whether you are the cause or not. That is the key to keeping customers.

In closing this "manager" should be sent back to manager training if such a thing exists with El Pollo Loco or someone should buy him a "How to manage" book from Barnes and Noble. Last time I checked the customer is always right. I'm sure I am only one of many customers Daniel will cost this location. It is a shame because the rest of the kids working here are very nice and have...

Visited this location last night during the busy dinner rush. The drive through line and front counter were quite busy. When I entered to place my order, I was greeting promptly by a friendly cashier named Ryan who explained the 10 piece special and took my order. I quickly noticed all of the other customers had already been helped and the orders were coming out at rapid pace. Even though the restaurant extremely busy, the kitchen staff were all working together like a well oiled machine! All of the staff were working their stations efficiently, they were communicating order statuses and updates effectively and the managers on duty were actively coordinating the orders. Great job to the entire staff, we appreciate your service and dedication to providing quality fresh food! Also, I contacted the corporate offices to let them know of the awesome job the staff did. Too often, corporate only receives complaints and does not get notified on a...

Too bad!!! The staff don't care about costumer service!!! They don't support us!!! As customers!!! While we all the customers support the bussiness!!! Bad taste of the chicken!!! Always dirty tables!!! Dirty and oily doors, bad odor bathrooms and they always mistake our orders, they don't even know about rewards program.Other locations have horchatta. I' m so hungry!!! I won't go to this place anymore. Thanks for your "friendly...