El Pollo Loco — Restaurant in Phoenix

Today i visited this locations drive though and attempted to order the BOGO burrito promo. Due to confusion at the window, I refused my food and I entered the restaurant to speak with the manager. They offered to give me more food but I said I'd like my original transaction honored or a refund. She refused to give me a refund explaining that "the system would not allow her to". And I would need to contact the corporate office for a refund. So I set my car for 20 minutes on hold with the 1-800 number she provided on the back of my receipt. Without my food.

After the wait time the representative took my complaint and said they'll get back to me. I asked if this is the common standard procedure for issuing refunds to a Visa debit card. And he replied no it's at the manager's discretion always.

I don't usually write reviews but in this particular case the manager of this El Pollo loco restaurant, I don't know her name, She looked me straight in the eye, smiled and lied to me. I come here a decent amount but I don't think I'm going to be coming here anymore.

The manager at This location wasted my time and lied to me. As a customer I don't appreciate this the sort of treatment. It's unfortunate that I need to avoid this restaurant from now on.

At this point I'm waiting for my refund. And I haven't had a bite of food. Happy burrito day...

Dr. Romano Roth I been visiting this location store # 3856 and ordering food from this location from the first day it was built. Having said that, I tried to order my food through the intercom and I kept waiting on the driveway, then finally someone answered, I had to repeat myself 5 times in order to get my order. Furthermore, I told the young woman named Laura, that their intercom needed to be fix, that's when she gave me an attitude, I let it slide. Laura, left the window open and I could hear the lies they were saying about me, as they didn't realized that I understand Spanish, since I'm from Spain. Then another female staff told me "YOU NEED TO MOVE YOU GOT YOUR ORDER, I HAVE OTHER CUSTOMERS TO TAKE CARE OFF" I said "I'm checking my order to see if it's correct before I move on" Moreover, when I got to my work the food was half of the portion and the salsa's where all wrong.This is the last time I will visit this location I'll go to the one close to the hospital where I work. This staff doesn't know the meaning of customer service, they have a NASTY disposition. I miss the...

I have been going to this El Pollo Loco for over a year. My visit today brought me to conclude that the staff at the time of my order were absolutely terrible in customer service.

I went through the drive through to place my order. After paying at the window, I was asked to wait at the curbside pickup as they prepare the side that I ordered. After waiting for 23 minutes I called the restaurant as the dining area was closed. I believe I spoke with the manager. He said that he'd bring my order out, and the phone call ended without him offering an apology. After a couple of minutes an employee walks out to confirm my order and walked back into the restaurant. Several minutes later the employee returns to my car with my order. At this point the total wait time was 28 minutes, so I asked him what caused the almost-30-minutes delay. All he said was "to be honest, I don't know" and walked away, again without apologizing for the delay.

Please replace your restaurant...