El Pollo Loco — Restaurant in Ontario

Several weeks ago, I went in one evening to get the 2 large sides of Macaroni and Cheese that were not included with the other items in my drive-through order a few months prior. The night that I did not get the items (which I did not discover until after I got home), I immediately called and spoke with a supervisor/manager, who already knew that I did not receive the 2 items. The supervisor/manager took my name, and did not say that there was a limited time frame for me to come in to get the items I did not receive. The evening I went in to get the 2 large sides of Macaroni and Cheese, I spoke with Gloria (a supervisor/manager whose name I had to ask, given that she was not wearing a name badge). Gloria immediately became combative and defensive without provocation. Despite the fact that I gave her the receipt from the order with the items I did not receive, and my name (which was taken when I called about the missing items), Gloria all but explicitly accused me of trying to rip her off for 2 large sides of Macaroni and Cheese. When Gloria went inside a room to look for my name written down, she was in there for an inordinate amount of time, and ultimately returned claiming she could not find my name. Gloria being in the room for an inordinate amount of time means that the El Pollo Loco location at 4290 E 4th St in Ontario is either seriously disorganized (and my name could have been in there, but momentarily unlocatable) or she could have found my name, but wanted to save face on how she had behaved (meaning she wanted to continue to appear justified in her behavior) and portray the appearance that she had looked for my name in earnest. Gloria tried to bargain with me in giving me only 1 large side of a Macaroni and Cheese, however I stated if that occurred I would initiate a dispute with the card issuer. Gloria had also attempted to deflect the onus onto me by stating that, since I did not have the name of the supervisor/manager I spoke with, in the future, despite the fact I had previously given my name and had the receipt, I needed to have the name of the supervisor/manager I spoke with, which was ironic, given that she, a supervisor/manager, was not even wearing a name badge, causing me to have to ask her what her name is. When I stated to Gloria that she sounded like the supervisor/manager I spoke with on the phone the evening I did not receive the items, she immediately said it was not her (without any hesitation or doubt in her mind), reacting in the manner of someone who is in denial that they did something they, in fact, did do. After claiming it was not her, Gloria looked at the receipt, and said it was not her. (I believe Gloria wanted to look at the receipt to see if there was anything on the receipt to identify her, as it is highly unlikely she would know off the top of her head whether she worked on a specific date and time that occurred a few months prior, especially since I was speaking to her on the same day of the week and time of evening as when I did not receive the items, and supervisors'/managers' schedules typically remain consistent when it comes to the days and times they work.) Gloria did ultimately give me 2 large orders of Macaroni and Cheese in exchange for my receipt, but not before going out of her way to essentially accuse me of theft. What Gloria was not made of aware of was the fact that the reason for my delay in returning to the location was the fact that I have been waiting for a while now to hear back from Jack Villalobos (Customer Experience Manager) at El Pollo Loco, Inc. in Costa Mesa (El Pollo Loco headquarters), regarding the (potentially intentionally) misleading Loco...

This location has the worst customer service. My experience at this location makes me never want to go back. I work in the erea so in looking for something new to eat besides in n out. Lol i found el pollo loco now mind you at any location the chicken is always going to have some dry area's lol. Thats el pollo loco. this is not about the food its about the service i received. So long story short i ordered half chicken half chicken consist of wing,leg,thigh and breast tortilla the tortilla was missing i only got leg and thigh put charged also for breast and wing. Amazing They manage to get that wrong so i called them to explain what happened and the person on duty manager Mercedes +++++ she gets her on 5 stars. a manager after my on heart. Was more then willing to resolve my problems hasle free. She also offered me extra items that i did not order. When i told her thats ok she insisted. So she offered more chicken. And me as a chicken lover accepted. Hey store manager if your reading this you can learn something from Mercedes. If your not reading this its also why your getting one star because you don't care. So when i went back today to get what Mercedes offered me. The day time manager treated me as if i was there to get free food. Like they did not miss up my order...the food they gave me this morning was poorly made burn area's dry. Only thing good was the dressing in the salad overall was not a...

I have a few things to say about this place, first of all the food is really really good well season and delicious. but you feel a bad real real bad and heavy vibes when the store manager Guillermina Beltran is serving, taking order and giving out the food, she’s really a horrible person when it comes to the employees she screams to them the employee in front of customers. I am not an owner of any place but it is no rockect science she’s giving a really bad reputation to this place, I’m sick and tired of this harrastment toward the employees it’s not fair, she also give you a bad look. I’ve been coming to this pollo loco since years ago and I’m not putting with this scenario anymore I can’t enjoy my food at this place because of her (Guillermina Beltran).

PROS: I want to thank and recognize one employee, SOFIA ALVARADO LIZARRAGA for her outstanding customer service and carisma. She always has the time and patience when it comes to ordering. She such a friendly person and she salutes all the customers equally, I’ve always seen it every time I go there. Definitely there should be more people like her at this...