El Pollo Loco — Restaurant in West Covina

Today I placed an order on the El Pollo app (10/4/2021 at 04:56pm). I selected 05:00pm for my order to be ready for curb side pick-up. As soon as I arrived the El Pollo Loco app automatically recognized my location and notified me that my order will be brought to my car soon. I checked in the app that I have arrived at 05:30pm. It was 05:50pm and I was still waiting. I went inside the restaurant and I was told by the cashier that they don’t have any order for me. They asked me to speak with another person. This person automatically told me they don’t have my order and she can’t help me. If I placed on the app they don’t know anything about the app and they don’t use it. I got very upset and told this person that her lack of unprofessionalism and horrible customer service is awful and for a El Pollo Loco employee she should have a some knowledge of how the El Pollo Loco app works to help out customers . She raised her voice and I had to raise my voice because she was very disrespectful and told me that it is not her fault that she don’t know anything about my order. I told her I am not blaming her for the situation. However I am upset because she offered NO assistance, didn’t seem to care and plainly shut me out without even trying to assist me and provide a resolution. Perhaps if her delivery of her words and attitude would have been positive I would have reacted different. I asked for a refund. She credited my credit card and threw the receipt at me and told me they have cameras and will take pictures of me and if I return they will throw me out. On what grounds can she speak to anyone like that. I have never been so disrespected by someone like this. I did not use profanity at her and did not insult her. She has no right to speak to anyone like that. She is rude, arrogant, unprofessional and she should not be working with people. Her name is EVELYN R. I can return anytime because I didn’t do anything wrong but after this embarrassing experIence I am finished with El Pollo loco in West Covina. I have been there many times and honestly my orders have been correct but the employees need to act like they want to be there and enjoy their job. When I ask for extra salsa I get charged for Cilantro salsa (This only happens at the West Covina location. Off Vincent Avenue). No other Pollo Loco charges for Cilantro salsa and have had great experiences but not at this location. Today is the topper of a horrific experience. I don’t usually complain but this needs to be heard and for someone at El Pollo Loco to Care and try to make my experience heard and address...

I ordered my meal and everything was fine. UNTIL I went into the restroom. I washed my hands and realized there were no paper towels or a hand dryer. The first thought was how do the workers dry their hands? A little disgusting since they DO NOT wear gloves and they prepare food. With everything going on you would think this place would be more cautious. When I brought it to the manager Fernando’s attention he didn’t take ownership. He said”oh we are busy” I replied there was only 1 person ahead of me and there are many employees here. He basically made me feel like I was disturbing him. He didn’t offer a refund, so I had to ask for one. One would think after the complaint a refund would have been offered, so so could take my business elsewhere. The district manager happened to be present, so she stepped in. I told her the situation and not once did she apologize for her employees conduct. Gloria the district manager said it won’t happen again. I informed her the fact that kids will be getting out of school shortly and imagine the possible germs that could be spread with paper no towels available? Once again Gloria said she will take care of it. No mention of her employees conduct. Once I stated she did not acknowledge her managers behavior which is a reflection of her THEN she said “I will talk to him.” This location has a 3.9 with reviews? I will not be surprised if if goes lower than that. If you care about cleanliness DO NOT come to this location. Other location’s employees wear gloves. I don’t understand why there is a difference here. Especially, when there are no paper towels in sight. I will NEVER come to this location again. I...

I just visited the store about an hour ago. I ordered a shrimp tostada salad. They charged my husband and I at the drive-thru and we came home (we live about 15 minutes away). I just noticed now the I open my dish, they gave me chicken tostada salad. I called the store manager and informed her that I got the wrong item but I do not have my receipt because my husband threw it away at the drive-thru garbage can. She said that she spoke with the rep who was working in drive-thru and the rep said that she was telling everyone that there was no shrimp. I told the manager that she did not tell me anything if she did I would have been okay with that and I would have ordered something else, but that she never mentioned anything. The lady said "well since you don't have your receipt I can't tell if you were charged for the shrimp tostada salad and there's nothing I can do". And I told her really, there's really nothing you can do? And she said no there's nothing they can do. Customer service is no good there, she made it seem as if I lied but the fact is that I paid for a dish I did not order. I will never visit this...