El Pollo Loco — Restaurant in Vista

I’m a HUGE Pollo Loco supporter .. but last nights experience was 1 for the books. I placed an order drive through around 7:15pm. The gentleman who was helping me take the order sounded like he was going 10000 miles per hour, I had to repeat my order 3 times. I understand restaurants get busy so I had no problem repeating my order and keeping calm. I was placing my order like I said .. 3 times by the 2nd time the gentleman read back the order and read it wrong .. so I corrected him and said no .. I repeated my whole order again for the 3rd time and he was apologetic. I pulled up to the window and everything was fine .. the gentleman said sorry again. I said it was ok. He steps away from the window after he takes my money and I don’t see him again. I grabbed my food and head home… I get home and im missing a side… GREAT… checked what else is wrong … looked at the receipt and the gentleman put me down for the wrong sides and was 1 side short .. GREAT. I drove back .. I don’t live that far.. so I drove back with my receipt on hand … pulled up to the drive through window because no one was there .. I guess it was a bad idea. I was left unattended for about 5 + min.. … I know the employees had seen me but chose not to address me. I made contact with 2 employees in the kitchen .. because the drive through window was closed.. mind you .. they had no other cars in the drive through lane nor customers in the lobby. I mean at this point i was just mad/FRUSTRATED but made no big deal.. so I waited and waited. FINALLY I just decided to call them FROM THE DRIVETHROUGH so I can be helped. Ridiculous. The did not pick up the phone.. im guessing they knew it was me because after the 4th ring they finally took notice and opened the window to talk to me. By this time going home to have dinner with my family it was almost 8pm.

POINT BEING… Check Your Food/Order. It will be worth it, and it will...

I usually do not give 1 star because it's hardly ever a true view of the place but in this case I was really close. My company made an online order and it was all set for pick up but some how there was glitch in the system and the ticket didn't come up on their end. They asked for my name and was handed some food right away and then they realized it wasn't the right order. Then they wanted confirmation of the order so I gave it to them. They were very nice and told me that there was an issue and that they would have my order right out and offered me a complementary drink while I waited. No joke, 25 minutes later I still didn't have my food. Althought, I provided the order, showed them that it was already paid for and then after my frustrated (and yes hangryness coming upon me) I offered to pay so that I can get my order started. They told me to wait because they almost had it figured out. Another 15 minutes later the young lady finally came out of the office with a print out of the exact same thing I showed her earlier. So, after close to an hour of waiting, I finally got my food, yes it was good and yes the staff was nice but the incompetence and sheer lack of respect for my time was unacceptable and left me so irritated that I didn't even...

I have been eating at El Pollo Loco about 6 to 8 times a year since they opened their location in Vista, California. This location has never really impressed me - it just is. The food is usually adequate as I want something healthier than fried chicken. The service at this location has always been lacking. The employees usually never smile and they seem to, many times, act as if you are bothering them with your patronage. I was not happy at all the last time I went through the drive-thru and got food for the entire family. Upon arrival home I found that both orders of large mashed potatoes were overcooked, obviously burnt and all- around nasty looking. When I drove back to the store and showed them to the "supposed" manager (who was not wearing a name badge,) she did not offer an apology, or anything for that matter, and just said flatly that she could replace them. I expressed my dissatisfaction with having been sent home with that obvious mess - she just looked at me and asked if I wanted her to throw them away. This is terrible customer service and terrible management training on the part of...