El Pollo Loco — Restaurant in Temecula

This is by far the worst El Pollo Loco. If it isn’t for it location I would not continue to come here. The quality of food is so inconsistent. The inconsistencies between good and bad is frequent. Sometimes good, sometimes just terrible. One thing that is consistent is the bad service from the staff. Today I bought a huge family meal. I specifically asked for additional salsa enough for the meal and my family. They said sure and as I drove up to the drive thru window I asked again and the window staff told me yes they’re in the bag. I asked to make sure as they never do. But this is big meal so I wanted to make sure there was enough. As I drove away I stopped to check the bag and found out they gave me 4 half filled salsa!!! So I called and asked the manager which happened to be the same person at the window recognizing her voice. She started counting the number of pieces and said 4 was enough! If I wanted more I should go back and asked for more! I had no time to come back!! I was speechless and upset! How can you say we got you and then not deliver what your customer asked for. It’s not that I bought a small meal and asked for in excess. I just wanted enough for the amount of food I ordered which wasn’t cheap either! To top it off when I got home I got small dried up pieces, half filled rice, soupy half filled beans and the tortillas were terrible! The food was so dry everything was falling apart! The tortillas were like crackers! You guys should be ashamed!! I was so upset I couldn’t eat the food! Businesses and franchises are closing down everywhere. You should be better or excellent treating your customers and providing quality service and food to survive. Especially when you keep raising prices but not...

I went in today on my lunch break. I asked the worker if they could assist me because I could not order a chicken breast at the new self checkout. Maria H enters it walks away and said I could pay. I paid using tap no receipt printed but I was charger using my apple pay I let Jose Ascenci know showed him the proof on my phone and he said pay again, no receipt no food. I said I was charged.. I then pulled up my bank statement showed him the charge and he said pay again no receipt no food. I said "no I'm not going to double pay especially since I am showing you proof of purchase" Mariah jumped in to yell at me and said if they is no receipt we are not giving you food, do you see that man he has one. The gentleman she was speaking to kindly stepped in defend me and told them that he had worked customer service for over 3yrs and would never treat customers so rudely, she said she is being rude she could not even order her own chicken. I then asked for number corporate and Maria again yells out 1800-pollo-loco (100% not true because I searched it on line). Jose again said well if we charged you then come back tomorrow, the gentleman in the lobby again stepped in and offed his help. I told them I would never come back wanted his name and to write corporates number he wrote Joes Ascenci and 1-800-pollo-loco. I ended up leaving will less $ and no food. The kind man offered to pay for my food. I was so upset I walked there for lunch and got nothing but awful service. I was yelled in the lobby treated like trash and they didn't care. The kind man kept telling them you guys are not even giving an apology, Maria again said for what we don't have to...

My wife was very upset. She wanted to use a coupon to get a free crispy taco with her chicken tostada bowl. We entered the nearly empty restaurant around 12:30 pm on a Sunday. After speaking to our female appearing counter person I ordered my wife's chicken bowl, presented the coupon, and ordered two double Baja shrimp salads. I also ordered an 8-piece family meal. The two drinks that I ordered were to cost only $1.00 each when purchasing the other purchases. What I received was a chicken tostada bowl, a family meal, and two medium drinks. Nothing was discounted and the two Baja shrimp salads were never entered as witnessed by my adult son and had to be purchased on another order. This nullified the drink deal. If you will not honor your discounts, at least hire people that listen to the requested order when it is made, and not force an abortive attempt at remediation with no satisfactory result. The table next to us was empty when we arrived and still had the same used tray, greasy smears, and food particles on the tabletop for at least a half hour when we left. I am disgusted at the total experience and will never go to this messed up and unresponsive franchise...