El Pollo Loco — Restaurant in Newport Beach

I have been coming to this El Pollo location for over two years, the first year was excellent, however the whole crew was changed awhile back and it has gone down hill from that time. for the most part it has been OK, not great but ok, but today, I visited on my lunch hour, my coworkers got their lunch, finished their food and mine was nowhere to be found, I went and ask, it turns out they had lost my ticket, by the time I got it we had to leave, and told them they had just ruined my lunch hour, and left quite upset, since i wouldnt be able to eat anything until 3 or so, there was no good customer service given, except that they were busy and sorry. I wand my fellow coworkers will not be coming back...

I had the worst experience on 8/12 after being told by a Male manager on 8/11 that my meal would be replaced. A regular female employee told me an awful gesture. I felt humiliated; keep in mind I come here twice a week and buy food for 8 guys. I feel more than belittled as if I'm begging for food that I didn't eat the day before. Upper management needs to write up, re-train that female employee. Im not trying to get nobody fired but I need a simple apology. I don't know if I'll purchase food from this location just because a female employee wants to have her opinion on a Manager's word. Owner keep in mind I had 5 stars until this awful experience....

I like El Pollo Loco. The chicken is always decent and they add new menu items regularly to keep the menu fresh. The inside of this one is very nice for a fast food joint. It took a little longer to order my food than I would have preferred but I normally use the app and order ahead which works out pretty good. This location is close to John Wayne airport which makes it convenient...