El Pollo Loco — Restaurant in Nevada

DISGUSTING SERVICE!!! H O R R I B L E ! This is not the first time my husband and I have visited this cafe and many others from this chain, but this is the first time. Tired after work, we stopped in for something to eat, we were in work clothes, but looked decent, we tried to place an order, the cashier did not pay attention to us and took orders from people standing behind us, my husband asked what was going on and whether we would be served at all, at that she replied that she did not have time, and she needed to deal with drive-thru, although another woman was standing there. Then my husband himself tried to order using the screen service, at this time I asked for the code for the restroom, to which I was ignored, my husband asked again, after which a Mexican woman with short hair said that the restroom was only for customers, and we asked - who are we??! She left, the other employees didn’t pay attention either, they didn’t want to give me the code for the restroom, then they gave it wrong, and when I said that I didn’t open the door, they told me that it means the lock doesn’t work. The husband was already starting to freak out, we finally made an order, and after that, after repeating the code division zone, this woman personally came to my door, and as it turned out, the code there was completely different. To say that I am shocked is to say nothing; our evening and mood were completely ruined. I can only explain this attitude as racism, the employees were all Mexicans, the others customers were also Mexicans, and according to my observation, only we were treated with such an attitude, a black guy also came in, but he was also ignored with the order, he turned around and left, we just didn’t expect this at all. Accordingly, at this point we will never understand again. I really hope that management will see my review and view the surveillance camera to confirm my words. 11/25/23 after 6 pm. I hope they come back or change the staff because this is just disrespectful and...

Horrible Service!

I placed my order, after an older woman had placed hers. The cashier Jennifer, who setup her plate and tray rolled her eyes and made a slight sneer to her face when the woman said that there was something wrong with her chicken bowl. Though she did take it (the chicken bowl) and give it to the cooks to fix. Afterwards, the cashier put my order together. It was a to-go order so it was placed in one of the styrofoam containers. She the food over packed and ready and proceeds to show me my order (to verify the order is correct). I notice that there is something wrong with my order during the verification process... I see gravy on the mashed potatoes, I do not particularly care for it so I always ask for it "NOT" to be included. I tell the cashier about the mistake, she gets an attitude and tells me I didn't say it when I ordered,I just look at her dumb founded. I say to her that I did indeed say it to her, she argues with me telling me that I didn't. After her saying this the different times I finally told her to cancel my order and refund me my money, still in disbelief! All of this over "HER" attitude and making me out to be a liar. Even if I hadn't said it during the ordering process, it was uncalled for to argue with a customer over something so simple and easy to fix as this situation could have been. Instead it escalated into a situation that was completely uncalled for! So the cashier (Jennifer) lost my business for their restaurant and made sure that I and everyone I know NEVER goes to this store.

HOPEFULLY HER MANAGER READS THIS POST!!! In the service industry you do not EVER treat people like she did and expect people to come back or even want to stay to eat-in to be treated like we were trash beneath her feet. Like she did, to two customers! Who by the way do not even...

Generally, we like El Pollo Loco, except for this particular location in Las Vegas. First of all, the three staff members were standing behind the counter chatting away. At no point did any of them say, "Welcome to El Pollo Loco, can I help you?" They just stood there talking. Then I walked up to the counter when I was ready to order. Not one of them approached me. There was a couple of people in line behind me and they looked at the staff who paid no attention to us. I said to the other people, "Maybe they're closed?"

Finally, a girl behind the counter came up to me. I told her that we wanted the mixed family meal. She said, "Hold on." Spoke something in Spanish to the cooks, turned and said, "We are out of chicken breast. So you can't get the mixed." So I settle for the leg and thigh. Then I order a salad. The woman turned to the cook again, then told me, "We are out of salads." I laughed and said, "Wow, how do you stay in business?" Nothing was offered to us as a consolation for the inconvenience.

They were also out of lids for the drinks when we got our self-serve drinks. While we sat and ate, no one came to our table to ask if we needed anything...which is common in other El Pollo locations.

So we called the complaint number on the receipt. Nothing was done about it. No coupons, no "sorry about that"...NOTHING!

Don't go to this location. Hopefully, the lack of business will close it down and the employees will have to look for new jobs where they can be impolite...