El Pollo Loco
Reviews and Complaints
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Verified Reviewer | Torrance, CaliforniaUnhappy with the order
- Healthy food
- Tasty
- Cleanliness
- Customer service
- Untrained employees
Preferred solution: Full refund
User's recommendation: I see many disappointed customers. Need better training.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Reno, NevadaBought a $50 gift card and receive bonus for 12 free tacos al carbon coupon
Bought gift card and received bonus coupon around Nov 21, 2020. Tried to redeem bonus coupon online at elpolloloco.com, for a free 12 pack of tacos al carbon using Card number LDV4 JFC.
However trying to order online on El Pollo website, there is only a 6 pack of tacos al carbon ala carte and NOT a 12 pack so I ordered two 6 packs of tacos al carbon. When it was time to submit my order, it asked for payment. I tried to use card number LDV4 JFC with both a space and no space, The website said in both instances, that the card was either not found or invalid. The only way to pay was by credit card or El Pollo Loco gift card.
I tried an offer code but it also was invalid or not found. I had contacted El Pollo Loco customer service by phone around 12/20/2020 and the agent created a problem report of my dilemma. I called back and got another agent around 12/27/2020 and the agent updated my report and made it a high priority since the bonus coupon expires on 12/31/2020. Today is 01/06/2021 and I still have not received any feedback from the team that handles gift cards.
What gives??
Why is it taking so long to respond??? I am getting very frustrated!!
Please advice as I am patiently waiting for someone knowledgeable to respond
Thanks,
Hanley Wong
Unfulfilled order
Hi, I placed an online order (137756****) for pick up at 16707 Pioneer Blvd in Artesia Ca. I was then confronted by the manager by the name of Evelyn Bravo stating that they are not honoring any pick up orders placed online unless it is for delivery via DoorDash or postmates or any of the other delivery companies.
First of all, consumer orders should be honored regardless of any glitches within your system because, technically, it is not the consumers fault for the technicality that the company have imposed, accidentally or not. And why were they only honoring orders that were completed online that used delivery companies??
Second of all, Evelyns behavior with her attitude toward myself and the other customers was uncalled for. She was pointing her fingers and telling everyone that we should go order to the other store if we dont like the situation.
She was rude, and did not try to de-escalate the situation. Because of her behavior, I will never order el pollo loco again.
Sincerely,
Jeanette Ranon
Food available
Preferred solution: HIRE A MANAGER WHO CAN ORDER PROPERLY
User's recommendation: need a new manager who can order properly
Complaint
Online Ordering Useless
Preferred solution: Make the Website at least minimally usable to be able to redeem rewards.
User's recommendation: I am rethinking buying anything from EPL. If the rewards are not redeemable, I can find somewhere else to spend my hard earned money.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Cypress, TexasComplaint/Refund
This location is horrible and has continous issues
This last time that I went was because I received an email to order curbside and that i would receive 2 free tacos
I ordered at 12:30 and scheduled pickup at 12:45. I checked in on the app when I arrived.
Finally. I walk in a little past 1 to find out what is happening. They said they did not see me
I ask where the 2 free tacos are, according to the email. They said they did not know anything about it.
I go back and forth with one lady several times and I showed her the email that I got about the free tacos on National Taco Day.
I finally get a manager to come read my email and she seems irritated about my for 2 free tacos.
So, she makes me wait at least another 5 minutes and she comes out with a bag for one taco.
The manager read the email and knew it 2 free tacos. She seem irritated that I had brought this up and made me wait longer than what was necessary and purposely only gave me one
I thought about going back in and go through this long process again, but honestly, I thought if I went back in and asked for the other taco that I might get a taco with spit in it
I am just done with this location.
My exwife had several problems with this location. The first time I went in some guy employee was treating a black customer kind of badly
I just thought you all should know the apathy and ineptitude of this locations' employees
- Having to never go back
- Customer service
- Unprofessional associates
Preferred solution: Full refund
User's recommendation: Never go to this location
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Los Angeles, CaliforniaI want to speak to management
Preferred solution: Full refund
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer | Apple Valley, CaliforniaComplaint
- Quality of food
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Sacramento, CaliforniaBurrito was terrible
- Good chicken
- Go back to the old quality
- No more potato fillers
- Felt cheated with french fries
Preferred solution: Let the company propose a solution
User's recommendation: Tell them to hold the french fries.
Rice wasnt cooked all the way
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerA complaint
- Good food
- Order is wrong
- Bad food
Preferred solution: Full refund
User's recommendation: Check the food after the food is the liver
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCOVID-19 issue
My name is Mayte Gomez. I work at store 6187 in Rialto.
I stopped working on July 16, 2020 due to my sister-in-law testing positive for Covid-19. I inform Mayra my GM, and she said to call Lynette from HR, and she was helpful until she got fired. I was in contact for 1 day with her until the next day she said she was no longer working for you guys. My 2 other coworkers that were out due to COVID-19 asked me if I knew anybody that they can speak to since Lynette told them the same thing.
I called and message my area leader manny, and he said he didn't know who we can speak to but would get back to me it was 2 days and half and I reached out to him, and he said he still didn't know and would let me know ASAP. I contacted my GM and gave me a new number and the lady name. The lady Karen would not answer my coworkers or me to almost a whole week until I reached out to a new area leader who became in charge for our area b/c manny was out for 2 weeks. I spoke to her and I told her is there anybody we can speak to because the new HR lady is not answering, so she said no shell get back to you eventually and I told her well it's about to be a week, and she hasn't answer anybody.
So the next day I called her again, and she finally answered, and she told me if I got tested and I told her no I'm getting tested the following week, and she said send me your results and will go from there my got positive results 3 weeks ago and I send them to her, and she submitted them but still haven't got no 2 week Covid-19 check that I know you guys pay us nor anybody has checked up on me to see how I'm doing like my coworkers Im so upset and stress because this HR lady hardly answers you and last Monday I spoke to her about what was going on, and she said I have to see if you qualify first to get paid. So now I'm all confuse and would like some answers I've been 5 weeks out already.
I'm getting tested Wednesday the 19th and will report my results hoping to be negative. I would really appreciate if anybody who sees this can help me because I'm really upset on how you guys are managing this.
Preferred solution: Let the company propose a solution
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Reno, NevadaNot good
Make a complain about the store manager at store 426 in Inglewood , California name Marlene
Preferred solution: Some kinda complementary for her begging rude and not serving me and my two kids
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