El Pollo Loco — Restaurant in San Gabriel

n April 22, 2020 I placed a large order (4 16-piece family meals) online early that morning for pick up at 5:30 later that same evening. I made this order for Ronald McDonald House in Pasadena since the organization I volunteer with makes sure that RMH has meals to feed the families staying there. I was informed shortly after I placed the order that RMH had less people staying that day. I tried calling your store once they opened to change my order but nobody answered the phone. I went to the store in person around 10:30/11:00 that morning to change the order in person since I couldn't get anyone by phone. The young lady working there heard my request to reduce my order from 4 family meals down to 2. She made the change on the order that would be fulfilled by the kitchen later that day and said she would inform her boss so I could get a reimbursement. I went back to El Pollo Loco that same evening to pick up the 2 family meals and asked about my reimbursement. A different woman as now working behind the counter and she told me that she would ask her boss about it and that it usually takes 24-hours to get a reimbursement. I took a cell phone picture of the changed order that was hanging from the order board and have that for reference (it shows that my order was reduced to 2 family meals). I left El Pollo Loco San Gabriel with the 2 family meals (16-piece each).

Since April 22 I have attempted several times to ask about my reimbursement. I spoke with Miguel who is very nice. He told me that he would bring it up with his boss and I have spoken with him several times since and he informed me that the boss was taking care of it or had told him that he had already taken care of it. Miguel acted very surprised that my request for reimbursement still had not happened. I also dropped off a formal letter explaining my situation and asking for my reimbursement supported by my credit card statement and a copy of the online order receipt (this envelope was given to Miguel who I assume passed it on to the manager/owner). I last spoke with Miguel on the phone this past Friday and said that I want a reimbursement by this Monday. I checked my credit card statement this morning and I still don't have any type of reimbursement issued by El Pollo Loco.

I have been patient and have waited almost 2 months now. Miguel said the boss would contact me but I have never received an email or a phone call although I put all my contact information in the letter I dropped off at your restaurant.

I have been a customer at this San Gabriel El Pollo Loco for years. I live in the neighborhood. You have lost me as a customer. This situation is totally unacceptable. I will follow up with the corporate office and consider next steps after that if they do not take care of this situation.

I left 1 star with this review because the system would not let me post it without using the...

IF I COULD GIVE IT 0 STARS I WOULD! Each and every time I've come to this location, the manager D. is extremely rude. She never rings me up and always has someone else do it. Today when I walked in, she rang up the two people ahead of me and then without greeting walked away and told a new person to ring me up. I witness her fill tortilla bags instead of ring other order up. There was only four people in the restaurant. 1 person cooking, 1 person to expedite, 1 new person attempting to help and the manager. At one point, the three associates where filling orders and she was filling up tortilla bags. She had her back to the registers. I noticed that there were 6 people standing in line, waiting to have their orders taken. They had been standing there for almost 10 minutes. I politely got her attention and told her that she had customers. Her response was "Yeah, I know but we are short staff. We already told them to wait." This was not true at all. No one acknowledged the customers. I looked at the people sympathetically and shrug my shoulders. When my order was ready, she didn't even hand it to me, she had the new person do it. The corn tortillas was missing from my order so he went to go get it. She flung my order on the counter and bagged another customer order up. She asked him what I was waiting for, he explained corn tortillas. I heard her tell him we don't have time for that tell her we don't have it. Honestly, she could've just turned around and said it to me. This was horrible customer service and I believe she didn't want to ring me up because of my race. I will never go to this location again. I rather travel the additional 3 miles in order to have better service. Also, they should all be wearing name tags so when some wants to complain they can report the...

I am appalled and I felt completely disrespected and discriminated against. Myself and my wife enter the store at or around 8:20 I have a video for evidence as I proceeded to order with Lorenzo who had taken care of every other guest order that was of his race origin after completing a order he proceeded to tell me and my wife that he wanted to close on time and was not serving chicken now it was 40 mins till closing at which we where ordering to go not only did he refuse to take my order but he continued to be rude and displayed the worst customer service I have ever witnessed. He yelled over another guest while I was attempting to resolve our order not being taken I asked if it was because I was black he stated maybe and laughed I immediately started to record because I could fill myself loosing it I asked if he was the manager and if I could have the corporate number he again Denied me the number and again proceeded to talk around me and ignore my presence as if I was not even there now I have worked customer service for over 20 years I am a career service manager for over 18 years I have never felt the need to write a review of this kind but this was so disturbingly disrespectful that I had to reach out not only do we deserve an apology but we deserve more his arrogance and lack of professionalism towards a paying customer is not what customer service is about and he puts a stain on the hood employees I have encountered in the past . I am shocked that someone of that nature would be employed with this company I welcome a phone call and feed back as this is now about principal their were 4-6 people waiting to collect food 2 people ordered after me smh 🤦🏾‍♂️ if he would do this to me what other black man has had to endure...