El Pollo Loco — Restaurant in Ontario

So I ordered an eight piece family meal with two large sides, flower shells, and green sauce. When I got back to my house, my order was completely uneditable. The chicken was so burn and so dry. You couldn’t even pull it apart. The meat was completely dry and stuck to the skin and hard as a rock. Our mac & cheese was actually probably the best mac & cheese I’ve ever got, but my mashed potatoes were very sleepy and watery I’m really not sure what it is about El Pollo Loco and each establishment, but I’ve had an issue here and there with my food mostly due to them over burning the food and the chicken But every single time I’ve called and it’s anyone I get a hard time in an attitude. I don’t know why that is and I don’t know why they wanna jerk you out of food that you paid for that you didn’t get.

But at this establishment, I spoke with Ericka which she not only gave me a very poor attitude, but I explained to her you know what was wrong with the chicken the mashed potatoes I explained to her I didn’t get any of my green sauce and I didn’t get any flower shells so I was basically told she was only gonna do the chicken at first and then I had to dispute with her about not only the mashed potatoes being pork, but the flower shells not being in the bag. She told me I could either have the flower shells or the large mashed potatoes. Now I’ve been head, Chef head pastry chef at a Michelin star restaurant and I will tell you this is the worst customer service in the hospitality industry that I’ve ever seen. How are you gonna tell somebody that a five cent flower shell that you only get four of those which that is $.20 is gonna replace a large mashed potatoes. I can have one or the other. Does this sound fair now when my order is completely messed up at any place they replaced the whole order now this is a family meal that is over $25 And only one thing was completely edible and it was macaroni so I paid you know that much money for a large macaroni to eat missing part of my items and then told that I can only have this or this and that’s it. I’ll pull really used to take a lesson in hospitality and understand what that means number one I come all the time to Loco and you know what typically I do get a salad and anytime that I get either two pieces three pieces or a family meal Tend to have problems so for me you being a very culinary influence person you always have to ask for your chicken to not be burnt which I think is crazy but you need to ask for a fresh chicken to get good chicken once again I think that’s absurd. I think there’s better cooking techniques that these people need to figure out and learn and I think the product will plan for itselfmanagement. Definitely need though take care of your customers a little bit better and like I said number one learn what hospitality is as always appreciate you guys reading. Hope everyone’s having a great...

I am very disappointed with this establishment! My party of 5 showed up to order before 9pm as soon as we walked in we felt the vibe that the cashier was not happy we came in at this point didn’t know why.. after we ordered then he says our seating area is closing so only to go , which was fine since we already ordered. We tried to serve our drink and 2 of the fountain drinks were out of syrup so the manager says that the fountain drinks turn off at 9pm ,which I have never heard of that before.. while we are waiting for food the manager Maribel is mumbling words then goes to the exit door and tells us we are closed now so please leave.. that’s when I felt disrespected because we had not yet received the complete order and not been able to ask for our forks as we would have to eat outside.. at the door in a calm Voice asked Maribel if she was the manager and she stated she was so I explained that I felt that she was unprofessional as to the way she conducted herself and she scrubbed her shoulder and stated if I had a complaint to call the number on the website, I politely asked for district manager contact information and she said have a nice day and closed the door on me which was once again disrespectful.. I’m in management and a field trainer for a corporation and know that this manager Maribel does not belong in management. Pollo Loco Corp. you would be very disappointed if you would of seen this situation I know this is not how you train your managers. As much as I hate to leave Bad reviews this one had to be expressed. Maribel debes tener vergüenza por tu forma de atender a tus clientes obvio este trabajo no está...

Went to the drive thru for 7 meals (sue me) and as soon as i asked for 7 the first girl immediately handed over the headset as if it was too much to ask. It was literally all the same meal. Then i was told they were out of chicken breast. "We have like, ONE breast. If you wanted that many you shouldve called it in" ok. Whatever. Then she told me with attitude that i shouldve gone inside. Well there was no parking close to the front and im not going to walk in and out multiple times across the parking lot. Im on the clock i dont have time for that. Then no mac and cheese. Then she rudely told me she would have my total at the window. Its customers who buy large quantities that you should be ESPECIALLY grateful for instead of complaining about my order. Oh yeah and the last time i went they were out of deink carriers and had to put all the drinks in an effing box. I tried to be nice about it but it made a huge mess. 0 points for preparedness of ANYTHING. EL POLLO LOCO, PLEASE DONT BOTHER REACHING OUT TO ME. I looked into the reviews after my experience today and the same exact complains have been going on for a long time. This review is solely to let others know what...