El Pollo Loco — Restaurant in Santa Ana

After driving an hour and 15 minutes from work, I stopped by this store to pick up dinner. I was exhausted from a long day. When I was handed my food, it didn't seem like everything was there. I asked the worker who handed it to me if it was all there, he assured me it was. I asked a second time, and he again said yes. I trusted him.

I got home, and sure enough, 2/3 of my order was missing. I called. He asked if I'd like to come back to get the item. I explained I was exhausted and didn't want to go back out. I asked if they could just refund the missing burrito. He said yes but kept saying he needed my name and phone number. I was irritable and short with him. He said he could call me back in 15 minutes. I was rude and said in a not-polite tone that I was coming right back to the store.

Now, I could be all mean and give 1 star, but I was rude. Yes, I would have liked him to have done his job correctly the first time, but just because I had a bad day, it was no excuse for me to be rude to the guy. I drove back, and a woman working gave me my money back for the burrito. She then gave me the burrito. They made a mistake, but they did correct it. As much as I wish they would have gotten the job done right the first time, I admit that they did correct the order. I apologize for being so angry. The employee shouldn't have had to deal with that. The poor guy was probably hiding when I showed up, since I didn't see a male anywhere behind the counter when I showed up.

I apologize. El Pollo Loco may make mistakes, but they will correct them. It may be inconvenient to the customer, but they...

I'm disappointed and feel robbed! I stopped at Pollo Loco @ 1702 E 17th St Santa Ana I ordered a classic tostada salad. When I opened the container, tostada lacked the delicious look. It barely had chicken I brought it back to counter and asked the male cashier hoping he'd be honest when I asked if that was the correct amount of chicken, he replied yes, that's a scoop of chicken. The answer disappointed me and was like laughing at my face especially when he added, "why, you want more?" I grabbed my sad looking meal and went back to dining area. I began eating and discovered it only had a few grains of beans. Because it didn't have correct portions of beans either. I did not want or ask for anything. That wasn't my intention but did expect an honest reaction as meal wasn't prepared correctly. And he simply had the audacity to state it was. I know that if he'd have been in my place, he'd have taken item back too and complain. So my experience here was not good at all. Let me add that waiting time to order was ridiculous and no employee or manager came out to acknowledge our presence in line, drinking fountain didn't have a drink and filthy dining area. My experience should be zero-star rating but 0 not available so they get 1 star. Plus as a customer I wouldn't recommend this store. My opinion, remove classic tostada from menu so they sell the double chicken tostada and guests get the food they paid for, re-train the staff on "doing things right" and "monitoring operations" and have a management staff in the front line to attend issues. Good luck if you visit this store! 3/23/22...

If I could give no stars … I WOULD

The last two times I have come here… My food has been horrible. I’m paying nearly $10 and you can’t put the right amount of food on my plate. You give me subpar tortillas with barely any chicken this time. last time I was there I waited 10 almost 15 minutes for my meal, only to have rotten broccoli and barely 2 full pieces of chicken.

I WILL NEVER EAT THIS LOCATION

I would advise everyone who want EL POLLO loco to go somewhere else because this place obviously does not care about the customer service.

They have chose with a smirk on his face in drive thru to give out bad food. 7:45 on Tuesday- 6/6 . Waste of my...