El Pollo Loco — Restaurant in Phoenix

CUSTOMERS BEWARE EXTREMELY BAD CUSTOMER SERVICE. The girl that took my order became confrontational and defensive when I told her that 11 bucks was a lot for a burrito. She told me I could go somewhere else. I thanked her for her permission and advice. Then one of the employees (said he was the manager) Deliberately did not add the queso blanco to the burrito I ordered. I ordered my burrito with extra queso (white melted cheese) but he put none in it at all. I went back to confront him and he lied saying that he had. I asked him to open the burrito to show me and when he did there was none inside it. He claimed because it was soggy that there was? I asked him to let me take a picture of it and he refused to let me telling me I could go somewhere else if I didn't like it. Then one of the other employees told me that I no longer could get burritos there with a phone in her hand like she was calling the police. She could barely even speak english and didn't know the details but immediately sided with the other employee. The (manager) yelled at me telling me to leave his store when I asked him why he did what he did. I have bought burritos there before and know what the burrito is supposed to look and taste like. Guess today I was having burrito delusions. They have lost my business. CUSTOMERS BEWARE. I had to stop my night to drive all the way back to confront these workers. No apology was given , you will be the one at fault, and they will play the victim. I can only wish I had been recording the whole situation.

UPDATE 07.27.2021 I HAVE FILED AN INTERNAL COMPLAINT. I WILL COME BACK AND UPDATE THE RESULTS.

UPDATE 08.07.2021 - I HAVE NOT HAD ANYONE CONTACT ME ABOUT THIS INCIDENT SINCE I FILED AN INTERNAL COMPLAINT. OBVIOUSLY THE OWNER RESPONDS TO ACT LIKE THEY CARE ON THEIR GOOGLE PAGE REVIEW AND THEN DOES NOTHING TO TRY TO ADDRESS THE MATTER. I AM NOT GIVING UP ON THIS INCIDENT. THE EMPLOYEES NEED TO BE HELD ACCOUNTABLE FOR THEIR BEHAVIOR. THE OWNER NEEDS TO BE DELT WITH...

I ordered the family meal, all breast and wings, rice, beans, and the avocado salad with just lettuce and tortilla strips, corn tortillas. Waited at least 15-20 total time, and left the drive thru area. Checked my food, sides, churros, tortillas, all there. I noticed the salad was turning brown and looked gross, I figured whatever it's just cheap old bagged salad. Checked the chicken which had everything in it except legs, and what was there was all chopped up, couldn't tell what it was. Went inside this time, waited in line for the same amount of time until I was even helped, never acknowledged before then, there was already a line, 2 people went up either wrong orders. Overheard them apologizing that they are short staffed, which I understand, I wouldn't mind the wait, as long as I got good food and my correct order. Finally it's my turn, I explained what happened, twice because for some reason she was not understanding what I meant SMH. Got the chicken, looked great. Got home, we made our plates, rice was so dry and had chunks of hard pieces in it, the beans were under cooked and watery, churros were hard and greasy, chicken was absolutely delicious I admit. 1st pic is what the chicken looked like before I went in and talk to them, 2nd pic is the bad salad, 3rd poc is what the chicken should of looked like in the first place, and what I ordered. Final pics which is kind of hard to see but you can see the dark brown specs are very hard rice, and the pinto if you are a frequent customer or have ever made fresh pinto beans, you can tell by the color its undercooked but I obviously tried it,...

I love love love this place. Good prices about average on their great delicious dinner plates and side dishes and drinks and desserts too. I love their guacamole ranch tostada salad bowls. They are big and filling with two sides of a great big selection of sides that they serve with it and even can get is as a meal or just the tostada bowls. Absolutely a great place for family and even children friendly. They are very very fast getting and preparing your food for your happy filling afterwards stomach and very very fast serving in their drive thru. They take cash also card and also as debt friendly. Ebt is only taken inside but they are friendly and have great caring good team members who work hard together and dont care if you by mistaken go through the drive thru and didnt know you have to go inside for ebt. Love it and wish they were located an easier way to go in and out. A little difficult and scary interaction is too near the place to go in and put of it, but besides that aside I would give this place a 100/100 if it was for me and my opinion. Keep up the good work team members and thank you for your great service and being your guys and one of your guys top top customers and also a doordash delivery driver to my customers as well as yours and doordashes. Thank yall. God bless yall. Again thank you everyone who works here. Much love. The...