El Pollo Loco — Restaurant in San Dimas

1)The El Pollo Loco in San Dimas is a joke . I lost count how many times the staff and manager have left out eating utensils and napkins requiring me to drive back and to be handled like it was no big deal to them. 2) I've had a dozen occasions the last 6 months where I order a Chicken tortilla soup and according to them they run out . I ask them why would you run out even as early as 7pm 8pm ? I know in fact that the cook likes to shut down production early so he can leave by closing time or smoke his cigarettes by his nice brand new truck . I'm a Dietician and I know what idiosyncrasies happen in a kitchen as I've managed the foodservice operations of large hospitals so I'm no idiot. The thing that pisses me off the most is when I ask why they continually and regularly run out of soup I get a stupid " I don't know " What a joke . I order a double chicken bowl meal and 3 out of 5 times they always omit the tortillas or the utensils and straws. 3)I order the tortilla soup and drive off and they always omit the dry tortilla strips along with the grated parmesan and the parsley or whatever it is . 4) I have been to other Pollo Locos but this San Dimas store will never get their act together number 1 because the main weekday cook runs that place to his liking . 5) The managers that corporate hires there seem to be either dumb or just lazy . Dear Corporate please do a real hard quality assurance their and check for employee training and competency . 6) Your chicken pieces are the size of a Cornish hen and it's very evident you guys have downsized your portions to charge more for less . Get your act...

Update on 1/15/22 2:12 p.m.

Food was good, but customer service was lacking.

I asked drive-thru attendant what came with the Chicken Tortilla soup--she said a mixture of: cheese, cilantro, and tortilla strips; I said great. Arrived at the window, and said thank you--no response from the drive-thru window employee (maybe she did not hear me). She gave me my food; never said thank you.

The line was not long, as it was between major traffic times.

I am sure it is not company policy to not thank a patron when there are many options that I have from which to choose to eat. Also, I am spending my money which helps pay for the salaries of employees and if I, and others, did not patronize El Pollo Loco, then this employee would not have a job, let alone even being an El Pollo Loco company.

Maybe I am old-fashioned, but I expect to be thanked for my patronage. I was not rude or condescending, but was not pleased. I am not of the "cancel culture" era and thus I would prefer that an employee be trained or reminded that they should be thankful guests order from their store. A simple thank you, to use a colloquialism, goes a long way.

Also, there was no garnish (the cotija cheese, cilantro(coriander) or tortilla strips for the soup.

Previous experience: Loved their national taco day--even got a cola cola from Mexico. friendly...

UPDATE: 3 years later and they still mess up. I CAN'T EAT DAIRY! They put cheese and sour cream on my food when I asked for none and you could tell they tried to take it off but there was still little pieces of cheese and sour cream. They obviously follow very unsafe food safety practices. You can't just try to take it off and give it to the customer anyway! Then of course they didn't have my drink, didn't give us the churros and gave us corn instead of flour. You can see the clump of melted cheese in my picture.

I always come here because it's right by my house and my kids don't like burgers and other fast food around. Unfortunately there is always an issue with my order. They don't get it right, they forget something, the rice is really old and dried out. I've called a few times to complain and the manager was cordial, offers free food but it feels very awkward so I never get it. It is honestly a hit or miss coming to...