El Pollo Loco — Restaurant in Nevada

Slow service this particular day? I ordered my usual Avocado Burrito my husband had the new taco platter. On first bite, I started chocking and pulled a very long hair out of my throat! Discusting. Went to front and stood there a good while while, that I am assuming Mgr was putting chicken onto the grill. He finally adressed me, I told him what happened, showed him the hair. He kept putting chicken on the grill from the huge white vat. Eventually he came up to the counter and said do you want your money back! Uh, no I want another burrito without hair in it. He made it over and called me to come up to the counter to pick it up. He did offer me a side, I guess for the inconvenience?

This particular El Pollo, is close to my home and we frequent it often. Today was the worst experience ever. There were three staff members in the lobby talking and playing on their computer, phones, they should have been behind the counter helping out. The salsas were almost empty. I go monthly to several El Pollos. Not sure if I will return here, the tables never seem to be washed, they really don't have the customer service like the others that I go to monthly! The Manager didn't seem to really care that I just chocked on a hair that was in my burrito! I did take a photo of it and the staff hanging in the lobby, but don't think n it matters...

I have made complaints about service at this store and others to corporate. The person I spoke with said it sounded like they needed training. El Pollo Loco is the worst in customer service among the others we go to. If they received training, it did not help. Panda Express and Chipoltle, similar in type of fast food restaurant, have great employees, with great fast service. I walked in wanting to order the new chicken salad with the offer I received, but it wouldn't provide the proper scan. The girl at the counter got what I guess was the mgr. She used a coupon from the stack at the register. I also ordered a double chicken tostada w/NO sour cream. As I waited I watched the person doing my order put sour cream on the tostada. I asked one of the girls "Did she just put sour cream on my tostada?" She asked her. The person making it put the one she just made aside. Made another. I spent about 15 min or a little over in total trying to get my order. I forgot to scan my code for their rewards program with all the commotion. I was told their was no way to add any points if I don't scan before payment. I do like their food, but will be visiting other...

DO NOT GO TO THIS El Pollo Loco. I literally waited in the drive thru for almost 30 minutes, when I arrived there were approximately five vehicles ahead of me. Under normal circumstances I would expect maybe a ten minute wait at most. After waiting for half a hour I finally received my food, only to find they did not give me my complete order after pulling out. I immediately parked and attempted to go inside but the door was locked. I knocked and was completely ignored, finally I found the phone number and called. The woman who answered the phone refused to open the door to give me my missing taco, she told me I was more than welcome to drive back around to the drive thru. Are you serious? 30 minutes in the drive thru already and you expect me to do it again. She also would not issue a refund for the missing taco, not that the cost matters but this was not a cheap taco, regardless it is a matter of principle. Needless to say, I never received the taco or a refund. I am completely disgusted and can assure you I will never spend another penny at any el pollo...