El Pollo Loco — Restaurant in Moreno Valley

Update: after receiving a response from Pollo Loco owner on my Google review I have called corporate customer service number and was expecting a call back from some type of owner. Have yet to get in touch through email or phone call from the store owner. Very disappointed.

Decided to eat out with my family at This location for chicken. My main complaint is the time, I believe we waited in the car for about a total of 45 minutes from being in the drive-thru and then asked to park in front. Ordered a 12 piece family meal with three sides. Waited in the drive-through for quite a bit. Had a manager come through the window and asked to park in front so that he can take the order of the car that was last in line. To be honest, I hesitated, but I went ahead and told him yes. He then let me know that it will just be five minutes. By the way, this is the second time that I was told it will be five minutes, one from the server that I paid for the food and one from the manager, assuming he was leader. I’ve parked and waited for additional 15 minutes and decided to go in the store to get an update. I saw the manager, assuming taking his lunch break. He did see me and started to raise his voice, a little across the store to communicate with his employees about my food. I did clarified with the lady that I was waiting out in front for my food. Forgot to mention while waiting out in front I did see the cars that were behind me leave with their food. As I’m waiting there for maybe about two minutes additionally. I then got my food. I was offer a complimentary drink, but I refuse because I had additional family waiting in the car. I definitely appreciate the drink, but it’s not enough. I did call corporate today, Sunday. July 27 and hope to speak to the owner or regional leader about this issue. Besides all this food...

I would give 0 stars if I could. NATALIE was unbelievably unprofessional and her behavior was THOROUGHLY unacceptable. From the moment I drove up, she was rude. She had no intentions of being polite or showing any decent customer service. She not only closed the window in my face multiple times when I was trying to speak to her, but she also had an attitude the whole time I was trying to order. Towards the end, she dropped my quesadilla and picked it up and put it in the bag thinking I wouldn’t notice. When she handed me my food, I politely asked her if I could switch out my drink. She closed the window on my face with no response. She finally gave me an extra drink and my best friend made a comment about her being rude to us. She got loud with us and she showed no remorse about it. She replied with “the quesadilla I dropped is up there, do you wanna see!” As she pointed to the shelf where she claimed she put the DROPPED quesadilla, which eventually would go to another customer since she decided to put it on the shelf and not in the trash. After the whole back and forth arguing went on , my best friend called the establishment and asked for a manager. They didn’t mute the phone and were caught laughing at the fact that we were the same people who pulled off. And then got on the phone and tried to act...

This location is completely trash! I wish I read the reviews beforehand. It is true that the staff is rude and orders are commonly incorrect. Unfortunately, it seems the lack of professionalism stems from corporate. The customer service rep. cut me off mid speech, apologized, and said someone would reach out. When I inquired about how they would contact me, she said “I already take your report okay. I can’t compensate you or give you free food”. I replied with “excuse me, ma’am. I only asked how they would contact me. Not once have I mentioned money or free food. As I mentioned, this is the 4th or 5th time that my order has been incorrect so I thought to call in this time”. She said to me “And as mentioned with you ma’am, I say ‘thank you’ telling me what happened and someone else will call you. Okay?”. There are no typos. What I wrote is how she spoke, very improperly. I politely asked for her name and disconnected the call myself. Carol is NOT a good representative. I have to put at least one star to be able to post this but the service and overall experience was a fat ZERO! (Apparently, the burrito in the photo DOES have the sour cream that I paid extra for. LOL they must have used the invisible and...