El Pollo Loco Corporate Office

Food service quite poor in several loc. There interested in promoting newv image W decor. But fail in hospitality...
Jan 30th, 2024

Really gone downhill 30 minute wait for an online order didn't even know it was there general manager had nothing but excuses and got offended
Jan 22nd, 2024

Online order was place for pick up. I live 5 minutes away from the Sunset/Serrano location. I picked the order up, returned home, found one of the drumsticks was COLD, and had obviously been eaten on one side, GROSS. Two of the breasts looked undercooked, and one had a piece missing. I returned the items and was issued an "apology". It was near closing time, so someone probably thought I would not notice or would return to the location to file a complaint. Beware of the Sunset/Serrano location. I contacted the corporate office right away.
Dec 22nd, 2023

Dec 19th, 2023

I have been going to the Rancho Cordova, CA restaurant for 4 years now. I'm not sure what has happened to the friendly and accurate service that I was used to in the last month, but it has been awful. It appears there is new management, so that is most likely the reason. There is one particular employee who works the drive through that has been extremely rude. She can't even say "thank you"! Last night she served me again and was so rude! I ordered the Pollo Fit Salad with a side of chips and guacamole. Before she handed me my order, I saw her go to the bag and take something out, but I wasn't sure if it was the dressing as I typically tell them I don't need it, but I did last night. When she handed me the order, I open the bag and quickly glanced in to ensure the dressing was in the bag, and it I did see a green container, so I assumed, my first mistake, that it was the dressing. As I was a few minutes away from the restaurant, I thought I should ensure the guacamole was also in the bag and I discovered that what I had seen was the guacamole and not the dressing. I turned around and, unfortunately, went back into the drive through, which I thought was empty, but there were 3 cars ahead of me (I could not see any cars when I approached the restaurant and there is no way to get out of the line). I waited 10 minutes to get to the window. The rude employee came to the window and I said, "I think you took the dressing out of the bag". She responded, "no, they had put 2 guacamoles in the bag". Then she walked away saying "you could have just asked for it". I didn't think I had to ask for dressing, as it comes with the salad. I had had enough of this girl's attitude for the last time, so I ask for a Manger. This very young girl appeared at the window and I ask if she was the Manager, and she said that she was a supervisor. As I was telling her what happened at this visitand this girl's attitude, she would not even look at me! So, I asked if she was listening to me and she said yes, but then kept looking away with a grin on her face. She asked me "did you get your dressing" and I told her I did, but I thought she might want to know how her employee is treading customers. The employee was standing behind her and said, "this is Bullshit". I couldn't believe it! I asked her for the corporate number, and she said, "you can look it up yourself, you need to move because there are cars behind you". I then ask for her name, and she said, "that's o.k. you need to move". I asked again, and she repeated the same. I was so frustrated because I love this Salad at your restaurant, and it is located just down the street from me. However, at this point, I don't feel comfortable going back as who know what, if she is there, she will do to my food. Lastly, I'm not a fan of your new point system you have. The previous one was so much better!!!
Nov 17th, 2023