El Pollo Loco — Restaurant in Phoenix

Ordered delivery. Received our order and they did not add the churros. I called the store and spoke with Chris (said he was the manager). I informed him we did not receive a complete order. He said I can come and pick it up or he could give us a credit for the next time. I let him know that I would not order again if there is currently an issue and the purpose for delivery was to keep from going out. He said only the acting GM could refund any money. When I asked for the name of the GM, he stated he couldn't give that information and hung up on me!!

UPDATE: I called back the next day and spoke with Kaitlyn. She was the total opposite. She was not only professional, but gave me the name of the manager and what time he would be available. I called back and spoke with Jesus. He was very understanding and apologetic. He made it right!! Thanks to Jesus I will...

I'm going to start by saying that I know El Pollo Loco has great food. Unfortunately I was waiting so long I didn't get to order any. I was the only person in line, no one bothered to help me for over 10 minutes. Door dash pick up walked in, they went to help him, which i was fine with, but his order wasn't even ready. So instead of taking my order while he waited, they turned around and decided to wait for his order at the prep table. Not a big deal except none of it was ready so now I'm just waiting to be acknowledged. Nothing. So unfortunately I didn't actually get to order, I left after almost 15 minutes, no one else in line the whole time. If I want food from El Pollo Loco bad enough I'll go to another location. On the bright side, went to church's a mile south and my order was taken and had my food within 6 minutes. Also got more...

It’s been years since I ate at this place and I would not recommend coming here at night. I don’t know about the morning and afternoon but the employees during the night were giggling and messing around. We had three orders and they completely forgot one of the three. It was nachos with extra cheese and they even asked “Do you want extra cilantro and cheese?” To clarify and we replied “no” in short. They also didn’t give us our receipt either so we really couldn’t say it’s on the receipt but I cannot let what I paid for be taken away if I never received my whole order.

By the way this literally happened today on 12/04/2021 around 9:00PM and I don’t really write reviews often unless the place is really good or the experience was really bad or inconvenient.

It was Inconvenient in case you...