El Pollo Loco — Restaurant in National City

This is my 1st ever 1 star review. I've written many reviews over my time here on Google maps. I would NOT return at this location ever again. I've been here twice (second time only to give them another chance, and boy same experience all over again but worse).

1st visit was Sept/2021, after 8pm. My drive thru order was shorted 2 churros. I notice when I got home which was 20 minutes away. I was not going to drive back but had to let them know over the phone. Nobody answer, I tried 3x (way before closing). I had 2 really upset kids that night.

2nd visit was Nov/2021, around 8:30pm. I ordered my drive thru stuff, then lastly I mention about the missing items on my prior visit. The gal thru the speaker asked if I had my receipt (OK simple business practice but was I really going to save a old receipt over a $2 item?!?!). I told her I didn't and she reply that there was nothing she could do for me and its been past 30 days. I didn't know well established business like El Pollo Loco had a expiration date on replacing a paid customer's missing food order. When I pulled up to the window, the gal asked how many green sauces I needed, told her 5. After exchanging payment for my meal, I asked to speak with a manager. A older gentlemen came over and I kindly explained my experience, last time I was here. Again like the gal, he asked for the old receipt. I told him I don't have it anymore. He then disgruntly said it's been over 2 months with a mean attitude and why I didn't call. I then promptly addressed that I did try calling but nobody answered and lived 20 mins from the location. Even if they didn't replace the missing food, I wanted to at least let management know what's going on at his store. At that point it seemed I was too much of a inconvenience to him. He cut me off as I was speaking "I'll give you back 1 churro" turned around and stormed off. No apology, not going to look into it. Nothing. Have some empathy to do the right thing. At least pretend to make amends so hope I can perhaps/maybe/1day come back as a repeat customer, NOPE.

Strangely I had a feeling should have checked my food order before getting home. By placing trust into them, again I got burned. I asked for 5 green guac sauce and got 3. The chips were missing from my combo burrito meal. NOT AGAIN 😠 Rest of the order was fine. Somewhat to be thankful for.

Higher management/corporate needs to look into the operations at this location, especially the night shifts. Maybe it is different during the daytime/better controlled but I would not give my business to this particular establishment ever again. Neither my friends or family members. Is a apology and replacing a measly $2 item really worth sacrificing yearly profits/sales. Fellow viewers do your yourself a favor and check your togo food order...

We witnessed multiple employees working WITH FOOD behind the counter not wearing gloves. The most disturbing part was the employee who was responsible for cutting up & separating the chicken, then putting it in the boxes was frequently scratching his arms - - NO GLOVES - - and then picking up the tongs again and continuing to place pieces of chicken in boxes.

After we complained to the cashier, she said something to what appeared to be a supervisor and the supervisor spoke to the employee (in Spanish) who was scratching himself. He then went to a sink and washed his hands and put on gloves. Before COVID 19, this would have just been disgusting. During COVID, this is unsanitary, unhealthy and dangerous behavior - taking place in full view of the service counter. Restaurants are to have strict sanitation standards in front AND behind the counter. The casual manner in which these employees engaged in unsanitary behaviors in full view of the public doesn't inspire confidence in their sanitation methods.

Additionally, the combo meals we ordered were legs and thighs, which is dark meat. Without asking, the employee packing the food replaced our dark meat order with white meat. Luckily we looked at our food before leaving and pointed out the error to the cashier. She told us this wasn't a mistake. They had purposely given us white meat, stating they didn't have enough dark meat to fill our order. We told the cashier we wanted what we had ordered and paid for - dark meat. We were informed they would be a 20 minute wait. We agreed and waited. After 20+ minutes, the cashier approached us and asked if it was okay to replace part of our order with white meat. I then strenuously objected - we do not like white meat and had agreed to wait an additional 20 minutes for what we'd paid for - dark meat. After another 10 minute wait we finally received our order and left the restaurant.

This is our 5th time patronizing this El Pollo Loco. Three of those visits have resulted in incorrect orders or missing items that I have paid for. This I could overlook but I will NEVER return to this location again due to the completely unacceptable unsanitary conditions we witnessed. The employees at this location are putting people's lives at risk and we will be reporting our experience to the San Diego County...

I wish I could do negative stars. About 2 weeks ago, this place cheated me out of meal I scheduled for pick up. They closed early for a “supposed” store meeting and said they never got my order and that they couldn’t help me. They obviously charged me for it tho. Tried to reach their customer service for help and guess what … they don’t have an email, or a live rep or any way of contacting them. I was very upset and decided to just get over but a few days ago I went back to give them another chance despite them cheating me of my money. I went through drive through and the “kids” who were scheduled to work were extremely rude. The whole time I was waiting for my items they were all loudly talking about their personal business. Which I don’t care but I mean it took 2 of them to handle my order ? Which they literally rolled their eyes as they handed me my card and food. They didn’t include my salsa or tortillas that I had asked for in advanced. I am completely done with this place. No one should have to deal with...