El Pollo Loco — Restaurant in Oxnard

After waiting in line 15 minutes in the drive thru, as their dining room wasn't open, I made it to the order board. I ordered my food, but let the cashier know my coupon for a free burrito wasn't working in my app. She said she could take care of it at the window. I got to the window to pay for my burrito and bowl and the coupon wouldn't work. She said it was for Burrito Day and it was over. I pointed out the coupon said it expires tomorrow, April 30; today is April 29. She said she couldn't take it. I asked for a manager. She came and looked at the coupon and said it was only good at certain locations, and they couldn't accept it, but I could try the Camarillo location (17 miles away). I then asked for a District Manager and they went and got another woman (who probably wasn't the DM as she didn't seem to have any authority to override an $8 burrito). She said I had to order it in my app, which I tried to and it wasn't taking it. Meanwhile, the line of cars is backing up, as I was probably at the window trying to resolve this problem for at least 10 minutes. The employees don't seem to be problem solvers. The free burrito was through a promotion on Burrito Day at the beginning of the month. This is the second time El Pollo Loco hasn't honored their promotions that I have earned. I guess I won't be going...

Would give zero stars if I could but they get one star since they refunded ONE of my items at least even though both were pretty bad. So first of all my husband bit something hard when he was eating his shrimp tostada. We assumed it was a tail of the shrimp. but when we complained over the phone they claimed the shrimp comes frozen pre packaged without tails… so I then got up to inspect the “tail” only to realize it was a big chunk of chicken bone. After this I continued to eat a little bit more of my chicken tostada and the SAME thing happens to me. Immediately lost my appetite after biting a bone ! So my question is, how does a chicken bone get in a dish with absolutely NO chicken in it? Was it on purpose?! When we were at the window first ordering, the guy working could not answer a single question and when he did he gave us false info. His responses to everything were “I don’t know” “I don’t think so”… like can you go get someone who does know?! Well he got the lady in charge and she could only give excuses. I don’t. Care if it’s cheap food or top dollar stuff I will always want what I paid for, especially now that mostly everything here in California is stupid expensive. I’m done compromising. Can’t believe people get paid $21 a hour to talk amongst themselves, ruin peoples food...

I decided to go inside, instead of my usual trip to the drive thru. There was no one at the counter and even after an employee shouted that there was someone waiting, no one came. All the girls behind the line seemed distracted and disinterested. Few minutes later an obviously annoyed/upset girl came to help me and the 3 others that were waiting for a fork, some dressing and a tostada without black lettuce. I got a chicken avocado quesadilla with no pico. I watched them put pico on it and had to holler that I didn't want pico. So they proceeded to pick off the pico. What?! Then decided to throw the whole thing away and start over. Okay, that's good. Right? I get the quesadilla and open it up before I leave. It's supposed to be grilled in order for the tortilla to stick together. It was hardly grilled, not stuck together and trying to pick it up, it opens up like a taco bowl that's floppy & not crisp. Really!? Went back to the counter, asked them how someone is supposed to eat this? They didn't seem to know how to eat it either and made me another one. Then tried to put pico on that one as well. Really!? Finally I got my correct order, thanked them, and hurried out the door to get away from that sh*t show. Quesadilla turned out to...