El Pollo Loco — Restaurant in North Las Vegas

I went yesterday 03/18 around 6:30pm to buy 2 10 piece chicken and 4 large sides for a large family gathering. The drive thru was busy, there was about 3 cars before me and 3 cars behind me, which caused me to wait on my order about 15min in line. When I finally reached the pick up window, I was greeted by Savannah in a rushed rude way. I asked if I can add another 10 piece order, she told me to hold on, shut the window, & asked (I believe manager) Cameron and he said no, if I wanted more I would have to get back in line and order it all over again. I think this was very absurd because they took about 10 mins to give me my order when I was at the window. I asked for extra red sauce and they only gave me 2. Then I got back in line, (again another 3 cars behind me and roughly around 3 in front) so another 15 min waiting. When I got to the window again, Savannah saw it was me again and said “haha, your funny” took my card and gave me my chicken. I again asked for extra red sauce, and she gave me 3. Overall I got 5 red sauce for 30 pieces of chicken. Really? This was the absolute worst customer service experience I’ve ever experienced and will definitely not consider ever coming back to this location. Not only did I wait 30+ mins in a drive thru, however the service was ridiculous (I understand if my order was packed when I approached the window but it wasn’t so I cannot believe they would make me go Around all over again to add the additional 10 piece) I spent $50+ on this order and definitely regret coming here, will spend my money...

Normally I don't have an issue with this location but today was bad. I ordered flour tortillas with my pollo bowl instead of chips but got chips anyway and no tortillas. I received 2 containers of green salsa for a pollo bowl, 2 piece meal, and 2 burritos. The 2 piece meal came with a salad for a side and didn't receive any dressing. My queso blanco burrito tasted gross. I'm not sure if they accidentally put some sauce in there or if they gave me chicken that had been marinating in sauce. Either way it was gross. Tasted like chipotle sauce which I don't like but I had to eat the burrito anyway because my lunch time was over and I had to go back to work. If I had literally anything to eat at work even a snack I would have just ate that and thrown the burrito away but unfortunately I had to eat it. I gave 3 stars and not less because like I said this location is usually good but today it was just awful. Update - Took another star off. just went to this location again today 08/25/24 and was disappointed again. My double chicken tostada barely had any rice and even less beans. I'm not sure if I just keep getting someone's else's order or if this location has just gone downhill. I'm very annoyed. Management, maybe this is a training issue. Maybe not. But maybe you guys should look into it to make sure paying customers get what they...

We had a goodbye dinner with friends and they asked for El Pollo Loco. I ordered online dinners for 5. When I arrived my order was waiting already packaged for me to pickup. I was impressed. However the staff was seemed confused as to who packaged my order. I asked the young man if he was sure that everything was included inside the bag. He assured me that the order was complete. Unfortunately when I arrived home with our food to have dinner with our friends we discovered that one of the combos was missing along with all of the extra sour cream I had requested. Instead of delaying our meal we decided eat and I would return to the store later. When I returned to the store to ask for a refund I was told that I should have packed up my order and returned to the restaurant to prove that they missed the items. I was told that the were not going to refund me the items they missed. This is really poor customer service. I have requested that they delete all of my information and I have deleted the app. I will never order from this restaurant...