El Pollo Loco — Restaurant in Texas

My son and I went into this EL Pollo Loco, noticed the attended behind the counter was talking it up with another co worker, was more concerned with that conversation than serving customers. She is a short, small, petite black female, shoulder length black hair just over her ears, about 20-25 years old, with a heavily tattooed appearance especially around her neck. She does have a nice smile. She finally decided to come over to the counter to take our order. She was cocky, obnoxious, full of herself in her own presence, appearing to be annoyed with our presence. I placed my order for a Classic Chicken Tostada bowl, with a chicken blanco burrito asking for a regular cup for ice water. This woman, placed a small clear child’s size SIPPY CUP down in front of me. I asked for a regular size cup for my ice water. She responded ”I don’t THINK it’s allowed” refusing to provide a plain paper cup to a disabled senior citizen standing before her with a cane and severely limited ambulatory ability, my son standing next to me to support me to prevent a fall.

Her inability to “THINK”, cost your establishment over $91 sales for in-house dining and a take out order. This young tattooed black female is an arrogant employee of your EL Pollo Loco dining facility. SHE IS NOT CUSTOMER FOCUSED. My son and I went to another El Pollo Loco facility where the staff there are CUSTOMER FOCUSED, KIND, CARING and more importantly are of the ability to “THINK”.

Your second facility was more responsive and customer care oriented, providing an old disabled man’s need of an inexpensive regular sized paper cup for ice water to avoid multiple trips to the fountain and possible fall. JUAN who promptly served me with a regular sized paper cup for my indoor dining ($29.30 meal) later accepted our take orders ($62.32). JUAN was a nice caring young man, friendly, promptly greeted my son and I, taking our order, while providing a decent paper cup as requested for my ice water. My son and I had a fine meal, took home some great eats with our take out orders to our families in separate take out bags. My wife, my son, his wife and his two young boys enjoyed these 8 piece family meals.

I suffer from severe heart disease and from severe vestibular disease affecting my balance and depth of field, requiring routine ambulatory support. None of this mattered to your Spring Cypress female employee counter attendant. When she refused to provide a regular paper cup, I told her she screwed up. She then promptly and arrogantly quipped “Have a nice day” as my son and I departed for another El Pollo Loco Restraunt.

This ONE STAR REVIEW is for the CYPRESS ROSE HILL RD - EL POLLO LOCO...

Thurs July 28,2022 6:30pm. Wouldn't even give one star. Second time this week to pick up a order for my delivering job. First experience was okay. Sat there for 10 mins and was given the wrong order. At least employee then came to fix order before I drove off and was kind. Today was my second time. Restaurant inside was closed at 6:30pm. No sign on door to notify you. Just a rude hand wave from a employee to tell you to go around even though I'm picking up an order that should be ready. Not to mention I had to turn my car off to walk up to door and restart my car which July 2022 gas is not cheap. Lol. I then drove to the drive thru speaker and waited 2 mins and then said "hello" this time it was lady employee and she was extremely rude and told me to give her a min. Then I waited about 5 mins for her to assist me with an attitude. I told her I have a pick up for Uber and I said customers name for order. She told oh that's gonna be a long time. So then I had to ask okay about how long and she said 20 mins. That is extremely ridiculous considering the order should be ready when I arrive or wait minimum of 5 mins which I already waited longer than that from the beginning of having to get in and out of my car plus waiting at the speaker. I wouldn't be as frustrated if I wasn't treated poorly. I have been in customer service with other jobs as well and even on my worst days I would never speak the way the lady spoke to me. The fact I can pick up a expensive restaurant and wait only 5 mins vs this wanna be restaurant is flabbergasting to me. I was interested in trying this place but after how long of a wait and the service I will never try this place myself nor will I accept an order for here again. Maybe reevaluate the employees that are hired or at least the ones from tonights shift. Bad employees make businesses look bad and off one experience can ruin a person from giving this place business. I will definitely be recommending other places or a different location for...

This is the second time coming to this el pollo loco and being high disappointed. The first time over a month ago I ordered food and got home items were missing from my bag. I called as I do not live close and wanted to provide the information as I paid for things I did not get. Nobody spoke English and finally after calling 4/5 times I got a hold of the individual that assisted at the window and was able to come back another day for items at no cost. Fast forward to today; I sat at the window for over 5 mins waiting to order. Kept being told hold one 1 second. I finally order and arrive to the window to pay. Juan