El Pollo Loco — Restaurant in Ontario

El Pollo really has not improved on their customer service. The person answering the drive-thru had a very poor attitude which we all took as “you are bothering me. What do you want.” What we wanted was none attitude and wanted to hear a friendly voice and to take the order without interrupting by saying “wait a minute” then return and say “is that all? Your total will be at the window.” No that wasn’t all! This location at Marketplace on Philadelphia in Ontario is terrible!!! Got the order and it was wrong! Two chicken tostada salads were ordered! What we got was one tostada salad and a regular chicken salad. No dressings. I mean, yes, it was 8:45 PM on a Wednesday night, but geez, the attitude even at the window to pay was terrible and rude! And wanting the order corrected took an act of Congress so to speak. So we decided, nope had enough, took the order as is and decided, not coming back. The lettuce used was old too. Threw it down the garbage disposal. Really didn’t need food poisoning to go along with poor customer service and rudeness. Please don’t send a reply to ask for more “details”. The details listed above are exactly...

It's absolutely the worst tasting Pollo Loco around, and I've tried many. Don't know why it's gone downhill. They were always my favorite. The food is prepared elsewhere , I think, the Chicken is still cut up in the back, but it's cut differently, and there was no flavor. I paid 15.00 for a 2 piece worthless chicken that as I write, my stomach hurts. I'm taking the time to write this because I don't want anyone else to fall into the trap. I bought an Iced tea and asked for a lemon, I couldn't believe they said they didn't have lemons. They always had lemons, more money, smaller pieces of chicken with no flavor,and to make matters worse, I was on my lunch hour and I used the machine because no one took my order while I'm entering my order a man comes in and jumps in front of me and the girl took his order and he was served before me, oh!!he'll nooo. Never coming back, the damage is done, good job whoever you are because that's not the Pollo...

I'm writing this review to share my recent experience at your restaurant in hopes that it helps your management team understand the customer's perspective. Upon entering, I wasn't greeted by the staff and felt uncomfortable due to their stares. Additionally, I wasn't informed that I needed to place my order myself. When I tried using the self-service kiosk, I found that it didn't offer the same options as your website—I wanted to add shrimp to a classic tostada, but couldn't. When I asked a male staff member for help, he initially ignored me to handle a drive-thru order, despite being a cashier. When he did assist me, he seemed unsure about the menu options, which led me to place my order on my phone instead. Considering I was ordering for my team, this experience left me disappointed with the store's lack of professionalism and organization. I hope this feedback helps improve your staff training and...