El Pollo Loco — Restaurant in Redlands

As much as I frequent this location, I really hate to write a bad review but I am so angry and disappointed right now. I went to the drive thru today (7/2/2024) at 320 pm according to my receipt. Restaurant number is 5790. I ordered a stuffed quesadilla, mashed potatoes & gravy, extra gravy on the side, a LARGE Dr. Pepper (even states large on my receipt) an order of churros, and one large creamy cilantro dressing. When I arrived at the window to pay, I presented a coupon (from the app) for a free order of churros, which the window attendant scanned. After I paid, she handed me my drink first and I immediately noticed that she was trying to give me a small drink so I told her I ordered a large. She told me to keep the small drink and proceeded to give me a large. I specifically asked her to check the bag so that I wouldn't have to go thru the entire bag to make sure all items were there and hold up the drive-thru line. She said she packed the bag herself and that everything was there. When I got home, I discovered that the churros were NOT in the bag. And when I took a sip of my large drink, I discovered that it was DIET coke instead of the Dr. Pepper that I ordered! I called the store and a woman answered the phone. I asked to speak with the manager. She put me on hold, and when she came back on the phone she told me the manager was in a meeting for the next two hours! I asked her who else I could speak with, and she said I could speak with her because she was the "shift lead". I explained to her everything and she said that next time I come in that they will give me a free large drink and free churros. I stated that it doesn't help me right now, and she asked if I could come back to the store right now. I told her no that it was too hot and I didn't want to be inconvenienced with going there again. I then proceeded to ask her who I would need to speak with the next time I come in so that I may be sure to get the free large drink and churros, but I couldn't even get halfway through my sentence when she cut me off and stated, "Well that's all we can do for you" and then actually HUNG UP THE PHONE on me! I tried to call back right away to explain that I was trying to get a name for when I come back in the future, but of course nobody answered the phone this time, because she knew it was me calling right back. What poor customer service!! I was really offended! So now that the workers are getting paid $20 an hour I would expect excellent customer service and much excellent quality control!! I find that the only time everything goes smoothly and my order is perfect with excellent customer service is when Anthony is working and taking my order, as he ALWAYS makes sure that everything...

I am a Uber Eats Delivery Driver. After todays customer pickup at the Colton Ave., Redlands location, I would like to extend a triple thumbs down, and a zero star rating for their lack of what is commonly called customer service. This has been my experience. Their staff is completely unprofessional & unfriendly no matter the day or night. Management may carry the title, but he lacks what it takes to be one in its truest sense. In all my 40 years in the food service industry, have I ever interacted with one more rude, and this over a simple thing as filling a couple of drinks which they seem to have an ongoing problem doing. As a driver, it is not required of me, nor should it be expected by the establishment, for any driver/delivery person to, get straws, utensils condements, or more importantly, to be the one to fill the customer's fountain drinks or the need to ask for a safety sticker to be placed on the lid. I take great pride in the packaging, security and safety of the food items I deliver. Today was not the first occasion that I've met with "attitude" by asking that they please fill the drinks. The employee insisted that I fill the drinks. I asked to speak with the manager, who standing near by, overheard the exchange that just took place. With additional "attitude", he informed me that if I didnt want to fill the drinks, I should cancel the order and let someone else pick it up and proceeded to tell me he recently spoke to Uber with regards to this issue, shrugged his shoulders, gave me a look as if to say, to bad, and...

I went to El Pollo Loco this afternoon in Redlands, CA.

I ordered a side of chips and guacamole, and it cost over one dollar more than the exact same chips and guacamole that I ordered st the El Pollo Loco in Temecula today.

It is my understanding that Temecula is a little bit more expensive than Redlands. Although, El Pollo Loco is a franchise, I brought that point up with the drive-thru Redlands worker this afternoon. When I told her this information she said it was my choice to buy food, and she did not understand the word “empathize.” When I explained - emphasize means putting oneself in other people‘s shoes, she said that she only cares about herself. El Pollo Loco, why would you employ a worker wjo cannot conceptualize this basic word?English words are a fundamental way tgat a person sells the business. If an individual has no access to education (maybe the worker is educated or not but it appears she may not be educated) then why don’t you take initiative and educate your employees? What is the incentive for me to be your consumer? The best business return is empathy, compassion and emotional intelligence.

Finally, I used a restroom at El Pollo Loco in Murrieta, CA and the door post says to wash hands for 20 seconds. Corporate franchise, employees and public - please wash your hands for 45 seconds. I worked in healthcare over 18 years and 45 seconds was the guideline to wash off the germs! Do you want hepatitis to be on...