El Pollo Loco — Restaurant in Palm Desert

Arrived at 8:30pm. Everyone was busy so we used the kiosks to order. Placed our order and found a seat. When the order was ready I picked it up while my wife sat. Her nachos were supposed to have shredded chicken on them not grilled chicken. When I brought it to attention of staff I was told they were out of shredded chicken and sorry. Offered to refund or make something different. I requested to refund the whole entire order as I was not going to eat without my wife. Manager said he could only refund the nachos but not my order. As he realized my dissatisfaction in my tone and demeanor all while being polite, he all of sudden offered for us to wait 3-5 minutes and he could provide shredded chicken for her nachos. That really upset me, you were out and making zero attempt to provide the order correctly but now you can do it. My wife and I decided to just leave and go elsewhere. El Polo Loco can keep the $32.00 and food as they made it apparent they were not interested in the satisfaction of their...

Pretty good food unless you get a really emaciated chicken with hardly any meat. Wings are most likely to be only 2 bites. Don't go late or the salsa bar or brewed tea will be severely low or empty. Just ask someone behind the counter, that is if you can get their attention. Orders are generally correct unless you asked for something special, such as "no cabbage" or "extra cheese", even if you are charged for the extra. Despite this, the restaurant is generally busy, sometimes the line is all the way out the door. They give you a buzzer device that alerts you when your order is ready. Generally it takes a while to get your food. Be sure to carefully check your order carefully especially if it is to go. More often than not, you'll find something wrong. However, since this probably happens often, if you get home and find out that your order is wrong, just call them and explain. They are very gracious in making good on your next order. Even knowing all this, I...

We visited the drive thru last Sunday and received the rudest service ever. We were the only one in the drive thru. We placed the order and paid. The guy then asked us to pull around to the front to wait for our order. I asked him why when there was no one else in line. He said they are timed on drive thru and asked again to have me pull around. I explained the last time we did this we received the wrong order. He said fine, stay here. They had the order completed quickly. The guy basically shoved the food at us and slammed the window shut. The food was very good, the customer service by this guy was the rudest. I contacted corporate to let them know before going to social media. They said they passed my concern to the store and we would hear back. This was 4 days ago. We were not looking for anything other than an apology and the concern would be addressed. We have been long time visitors of El Pollo Loco in AZ and CA. Guess customer service is...