El Pollo Loco — Restaurant in Santa Fe Springs

I work down the street from this pollo loco and frequently visit this location for lunch. I have brought my service dog with me every single time and have never had an issue until today. The door has a sticker that literally says “service dogs welcome” so I never hesitate to bring him in. As a courtesy to other guests, I order on my mobile app to ensure that my visit inside the dining area is brief, not to pester dining in paying customers who may not be fond of an animal near them while eating, out of respect to them. Many of these visits I am greeted with a smile and respect by employees. often times my order is wrong but I look past it since it is a minor inconvenience and specifications are due to preferences not allergies. Today, at approximately 2:10 PM, I went to pick up my order and was at the back of the line as to not cut in front of anyone. I was next in line and as I approached the front, before I was even able to request my order, the RUDE cashier scolded me and told me to get my dog out of the restaurant. Now. Once again. The door has a sign welcoming service dogs. My dog is trained, certified and also hypoallergenic. I then let the woman know I was simply here to pick up my mobile order and that he was in fact a trained service dog to which she continued to scold me about my service dog and then pushed the food towards me as she walked away from the counter without completing the hand off. I was so furious and belittled that I picked up my bag and left since it was obvious this rude woman was not going to assist me further. I ordered a special combo on the mobile app which I paid extra for specifications and a drink. I did not receive those specifications or the drink and the cashier also would not assist me with getting salsas. All in all. This was the worst experience I’ve ever had. I just made a corporate complaint in regards to this and I sincerely hope they take this seriously and get this rude elder woman some legal training and etiquette. I will be returning to this location to speak with the store manager on duty at my earliest convenience as well to ensure that either they either remove the service dogs welcome sticker, train the employee or just discontinue her service for lack of respect and low quality...

I just moved to the City of Whittier and have visited Restaurant #5909 on (3) different occassions. I would like to start of by saying this has been by far the worst Pollo Loco I've ever been to. The service is HORRIBLE. I went there last night around 9:00pm to buy a 12 pc Family meal and asked to upgrade to "mixed" chicken. The girl at the drive-thru said "we only have leg and thigh" I said "mmm, ok I'll take leg and thigh" she then asked "what would you like for your sides, we are currently out of Mac n' cheese?" I said "that's ok, I'll take (2) mashed potatoes and (1) beans" she says "I'm sorry, were out of mashed potatoes" by this time I was a bit frustrated, I'm thinking "I'ts only 9:00pm, they have no mixed chicken, no mac n cheese, no mashed potaotes" so I asked her " so what do you have? do you not have any of the items Im requesting bcs it's close to closing time?" She then responds and says "yes" by then a girl named Rebecca gets on the speaker with a sassy attitude and starts telling me what they have available for sides "we have mac n cheese, rice, beans, etc... I said "I'm sorry, did you just say you have mac n cheese? the other girl just finished saying you had no mac n cheese?" she says "Now we do, it just came out" she said it wasn't bcsd they were closing that they didnt have any of the items I wanted. I asked her "at what time do you close?" She said "11:00Pm" i told her "its unbeliavable you don't have any of the items i want and asked "how long would it take you to make some mashed potatoes?" She said "25-30 minutes" by this time I was so Pissed off I drove away!!! Someone really needs to get this Restaurant in order. It's been 3 different occassions that I go between 8-10pm and they have very few sides or they are always out of something. I will never go to Restaurant...

The last few years this location has really gone downhill. I don’t know why I keep going there but I guess it’s because they are close by and convenient. At least 3 or 4 times out of 5 my order is not right. I feel bad when I sit in the drive-through and go through everything but if I don’t, I drive away with something wrong in the order. Tonight for the second time in the last few months they gave me dark meat when I ordered white meat and paid for white meat. My order was wrong as to the number of pieces so I gave it back to them. When they gave it back to me and I checked it again the one that was supposed to be white meat had dark meat. When I told this to the young man at the window he got someone else. When she came to the window I told her the problem and her answer was “we don’t have any white meat - I don’t know what to tell you“. I was astounded at her attitude and was so mad that I could not even think straight so I just drove away. I will never spend money at this store again. This was a clear case of bait and switch. Both times they sold me white meat and didn’t inform me that they had no white meat. The first time I did not check it and drove all the way home. This time I did check it and was told they didn’t have white meat. I was not offered any refund or anything else. I used to run a restaurant and I can tell you this is about the worst service I have ever seen. Buyer beware and make sure to...