El Pollo Loco — Restaurant in Temecula

Yesterday July 13th, 2022 at around 5:30pm I placed an online order for two 8 piece thigh and leg chicken only for $13.99. For pick up at the Pollo Loco on Temecula Pkwy.

When I arrived at the store to pick up my order I saw the ad on the window. The special is for 10 piece chicken only leg and thigh for $11.99.

When I walked In I was immediately greeted by a very nice young lady. I explained to her, that I placed an order online but the special they had going on in store was a better one. She did not know how to handle so she asked another employee for help, super nice young man, both provided great customer service but he too needed to speak to the shift leader Vicki.

Vicki was extremely hostile. She did not only rudely tell the young man to just give me 4 pieces of chicken but As soon as she approached she asked what was the problem and started smacking my receipt that was attached to the bag where the food was over and over again. I explained the same. She told me with an attitude/rudely that the orders online are not credited to the store and there was nothing she could do. She said its a whole different office and phone number I would need to call. I asked if she can cancel my order and place it again and she said No. online orders work differently. I then said then How do we fix the problem? she said, “I dont know its an order online” So I just asked her to give me a large rice.

Vicki is extremely argumentative, no customer service at all, All employees were really quiet, like tensed, not a good manager at all. Everybody looked uncomfortable.

When i walked out Vicki was still uttering under her breath while some of the employees smiled and waived good bye like happy someone finally stood up to this crazy lady in charge at...

Usually the chicken is really good. This time it was old and shriveled. I asked for wings, was told that they didn't have any at all. (Ummm....you sell chicken....its more than an hour before you close and don't have ANY wings at all🤔) So I ordered 2 thighs instead. Cost 4.98. Handed the cashier a $20 -she gives me back $5.02. Would have been an avoided had she paid attention-there were people behind the counter who had already clocked out -yes I heard them say it and wondered why they were still there🤔 Anyways, she didn't believe me, stops in the middle of me explaining that the change was incorrect and says "Well, now I'm going to have to count the drawer to make sure I don't come up short." I'm like "Okay." She counts the drawer -midway through her "counting the drawer her colleague comes up and says that her drawer is 10 dollars over.....really🤔what a coincidence -would that happen to the 10 dollars you didn't give me? Anyways, she takes the $5.02 and hands me back $10. I'm looking at her waiting on the additional $5 that she owes me. Grew then asks me for my receipt "Oh, you mean the one you never gave me?" I didn't say that out loud bc I didn't want to be rude. I just told her she didn't give me one. Then as I am attempting to be nice and show her how to count change correctly as to avoid any future mistakes, she hands me the remaining change, the chicken, and says, have a nice night. Really? It may seem like a small thing but a "sorry about that" would have sufficed. I won't be back to this El Pollo Loco. Definitely will...

I’m pretty patient & hardly complain about anything , but will state today was bad customer care from this particular employee When we had ordered food from the nice young lady at the register, we mentioned no cilantro in the food . I had ordered the chicken quesadilla, no where on the menu it states it has cilantro in it . When I received my order I went back to show the short Hispanic lady that there’s cilantro in my quesadilla & the menu does not state el pollo loco puts cilantro in the quesadilla no where on their menu She said that’s how it always comes with cilantro.. then she left me and helped the next customer that needed assistance.. she just left me standing there feeling stupid & not even acknowledging if I would like another set .. I didn’t make a fuss out of it . I just left it and just deal with the money I wasted on it .. didn’t want to replace it thinking she may contaminate my food due to being upset at my complaint .. sad to have poor service at a...