ComplaintsforEl Pollo Loco Inc

• Initial Complaint

  08/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am so disgusted with El Pollo Loco. On July 23, 2024 at 6:16 pm I ordered 3 tacos el carbon. After arriving home, I took my lid off and to my surprise, there was a bug crawling in my food. I immediately returned to El Pollo Loco to speak to the manager about the bug in my food. He stated it looks' like a fly and replied it doesn't matter if it's a fly or not it should not have been in my food. When I got home I vomited three times because I was so sick in my stomach. I have included a picture of the bug along with my receipt. So, I received an email from the Manager Customer Experience (which by the way was a generic email they send to all customers who complain's). He only quickly responded because I threatened to sue them. After explaining what happened the only thing he offered was a gift card/coupon for their restaurant. To add insult to injury he offered a gift card/coupon, I told him thats' not necessary I won't eat at any El Pollo Loco ever again. I felt so insulted but he didn't care.

  Business response

  08/22/2024

  Hello ******************,
  Thank you for bringing your recent experience to our attention via the BBB and for allowing us to speak with you over the phone on August 14, 2024. We genuinely understand how concerning it must have been to encounter an issue with your food, and we sincerely apologize for any inconvenience. As discussed during our phone conversation, food safety is our absolute priority, and we take any reports of this nature very seriously. We are glad to hear that the store refunded your purchase. As discussed, our offer of a gift card as a gesture of goodwill and appreciation is still available. We hope this can go towards a more positive experience in the future. Please know that we value your feedback, and your experience helps us improve continuously. Should you have any further concerns or need any assistance, do not hesitate to contact us. Thank you again for your understanding and for being a valued customer.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, when deciding what my family would eat for dinner, I went to the El Pollo Loco app to see what deals were available. I noticed that they had an $8 off a 12 piece meal. I clicked on the offer, it did NOT provide a promo code, but instead told you that you had to check out in order for the offer to be applied, or for you to select the offer. I went to check out, I inputted my card info, and not point do you see where to select the coupon, furthermore, the offer leads you to believe that you have to "check out" In order for it to be applied or for you to selected. I did this, and I was charged the full amount. I believe that El Pollo Loco is deceptive in its promotion, and intentionally makes it hard to redeem coupon offers. In this time where families are really struggling, I find this to be a really bad business practice.

  Business response

  08/09/2024

  Hello *****, 
  Thank you for sharing your feedback with us about your recent experience with the Loco Rewards app. To better assist you, can you please provide us with the email used to create your loyalty account? Once we have this information, we will be better able to assist you and look further into you issue redeeming the $8 off a 12 piece leg & thigh family meal. Thank you and we look forward to hearing from you!

  With Gratitude, 

  *****************************

  Customer response

  08/10/2024

  Hello, 

  As requested below is the address used to create my account is below. 

  ***********************************

  I used my apple account which I believe created the email above when I created the El Pollo Loco account account. 

  Let me know if you have any questions or need anything further. 

  Thank you,

  *****************************

  ************

  Business response

  08/12/2024

  Hello *****, 

  After looking into your Loco Rewards account, we see that the redeemable of $8 off a 12 PC *** & Thigh appears not to have been added at checkout and is still live in your account. In the future, please ensure you select the plus sign (+) for the applicable reward found under the Available Rewards section. After selecting the plus sign (+), you can see the redeemable/discount applied to the order total. For the overall inconvenience, we have refunded $20 for the online order placed on 8/8/24. We value your feedback and appreciate you being a member of our Loco Rewards Familia! If you have any questions or want to leave additional feedback, please respond to this email thread with the BBB.

  With Gratitude,
  *****************************
  Customer Experience 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tuesday, August 6, 2024, at approximately 6:30 pm, my mom and son picked up food for us. They paid $24 and some change. I ordered the 3 **************** once I got my food it looked like it had been sitting out, with chicken that was hard on the edges. After eating one taco, I started on the second when I bit into something hard and heard a crunch. To my horror, I found a whole wasp or moth in my food.Deeply concerned, I called to express my issue, but the person who answered said they were busy and asked me to call back. I explained what had happened, and she asked me to leave my number so the manager could call me back. A few moments later, the manager, ****, called. I detailed my situation, and he said that without the receipt, I couldn't get a refund, but I could come back any day with the receipt to get my money back. He did not seem to grasp the seriousness of the situation and treated it as if it were nothing. He asked me to send a picture, so I did, and all he said was "thank you."I am extremely concerned about the lack of sanitation and the potential health risks involved. With my weakened immune system that I have right now due to Covid, this is especially alarming. I hope I do not get sick and expect this issue to be addressed promptly.

  Business response

  08/09/2024

  Hello *******, 

  Thank you for taking the time to bring your recent experience to our attention. We have escalated your feedback to our Franchise Business Director, who will personally ensure that the Area Leader contacts you to arrange the refund you requested. Your satisfaction and safety are our top priorities, and we are committed to resolving this matter swiftly. Please rest assured that we are working closely with our ***************** Teams to review and reinforce all food safety guidelines. Your feedback is invaluable in helping us maintain the high standards we strive for. If there is anything more we can do to assist you, please dont hesitate to reach out. We appreciate your understanding and look forward to making this right.

  With Gratitude, 

  *****************************

  Customer response

  08/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a crunchy taco combo on 7/14/2024 at approximately 1pm. Got home food was cold and old. Took food back to ************ located on ******* and ***** in ****************************. Spoke to alleged Manager ******* at 1:38 pm. Explained the condition of the food and requested a refund. ******* told me that there was nothing wrong with the food and refused to,look at it. He would nor refund my money. Because of knee surgery I used the drive through window and explained it to *******. He said he couldnt do anything for me and refused to give me a refund. He didnt have any empathy of my medical condition. I told him this would b3 reported to the ***************** He responded it didnt matter and closed the window.

  Business response

  07/23/2024

  Hello ********, 

  Thank you for taking the time to contact El Pollo Loco.
  
  Our number one priority is to create the best moments for every customer, and we hold our restaurants to a high standard. We appreciate your feedback and have shared it internally with our Restaurant Excellence Team to ensure we work to create a better customer experience in the future. As a token of our commitment, we would like to add a one-time use $20 redeemable to your Loco Rewards account for the overall experience. Please respond to this email with the email address used to sign up for the Loco Rewards Program, and our Team will be happy to apply your redeemable reward.
  
  Thanks for being part of our Familia. We look forward to hearing from you! 
  

  Customer response

  07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  el Pollo Loco had three mangager on duty me and my brother almost spent $20.00 there. The managers on duty were arguing with us- that they would'nt give us any ranch dresing or salsa or green dressing for my brothers salad., We ordered bean and rice and chicken burritos and the 3 managers wanted to charge us extra for all the dressings and salsa's they started arguing with us so we paid the bill and left, i believe this is a franchise and i called the manager later to complain about their service, she neglected me and my brother and said she could'mt help us . I feel like they literally treated us like dogs i want a store credit for something else. i also had coupouns they were giving my a hard and rough time and had o erpriced meals with no condiments and salsas offered not even a salsa bat maybe they are starving for busniess, i know they did'nt treat me and my brother corectly, left mad and with hard feeelings.. please get back to me .. thank you ******************************* and *******************************

  Business response

  07/23/2024

  Hello *****, 

  Thank you for taking the time to contact El Pollo Loco.

  We appreciate your feedback and have shared it internally with our Restaurant Excellence Team to ensure we work to create a better customer experience in the future. As a token of our commitment, we added a one-time use $20 Off Your Next Visit to your Loco Rewards account for the overall experience. Its through feedback from our loyal customers that we can improve our restaurant operations. If you have other concerns or additional feedback, please don't hesitate to contact us at **************. 
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hope this message finds you well. I am writing to bring to your attention an issue I encountered at your restaurant located at ***************** visit, I was charged incorrectly for my order. When I noticed the discrepancy, I promptly asked the employee to correct the order and refund the difference. The employee took my card and, after a few minutes, returned it along with a random receipt. Although I received my food, I was still charged $10 more than the correct amount.I am requesting your assistance in rectifying this situation. I can provide any necessary details or documentation to support this request.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  Business response

  07/24/2024

  Hi *******,
  
  
  Thank you for contacting El Pollo Loco. We appreciate your feedback and have shared it internally with our Restaurant Excellence Team to ensure we work to create a better customer experience in the future. As a token of our commitment, we would like to add a one-time-use $15 Off Your Next Visit Reward to your Loco Rewards account in place of a refund request. Please respond to this email with the email address used to sign up for the Loco Rewards Program, and our Team will be happy to apply your reward.
  
  We look forward to hearing from you! 
  
  With Gratitude,
  
  *****************************
  
  Manager Customer Experience

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Taking my money without a resolution for 12 -15 days!!!!

  Business response

  06/26/2024

  Hello *****, 

  Thank you for taking the time to contact El Pollo Loco.

  We've shared your feedback with our Franchise Business Director and have asked our Franchise Operator to give you a call regarding your online ordering experience.

  Please allow the Operations Leader 1-2 business days to contact and resolve your recent experience. If you have any questions or additional feedback, please don't hesitate to contact us.

  Thank you, 

  ************ 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TUESDAY, 4/30/2024, $56.28 PICK-UP ORDER.,******************************************************************************* Purchase food online received email. When picking up the order they stated they needed an ID to pick up food I sent my daughter to pick it up. She called me to explain the situation I talked to a manager who did not want to give me his name or any initials. I explained this information is not on my online receipt and I was not aware he told me there was a sign at the register once again I explained that I ordered online it was not mentioned on my online receipt. He was very rude, he kept my food and just gave my daughter a piece of paper to contact customer service. I filed a claim and have called for my refund. I was told they are having trouble getting feedback from that location store #****, customer service (corp office in **********) has escalated my claim to the refund **** yet no feedback it has been over a month, and no call or email from them. I keep calling and no feedback customer service states they only have email contact with in their company and they have done all they can. i have dates an names of who I have spoken to in customer service. I am getting nowhere and need help retrieving my refund or someone I can talk too. i have uploaded receipt and what they gave contact number they gave me.

  Business response

  06/10/2024

  Hello *****, 

  Thank you for taking the time to contact El Pollo Loco. We've shared your feedback with our Franchise Business Director and have asked our Franchise Operator to give you a call regarding your online ordering experience at the El Pollo Loco on ***************. Please allow the Operations Leader 2-3 business days to follow-up and resolve your concerns. If you have any questions or additional feedback, please don't hesitate to contact us, at *********************************************. Thank you again for your patience and understanding, as we work to ensure a satisfactory resolution. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an online order on 5/14/24 with a promo offer that the company sent to me. The promo offer did not go through. So I called the restaurant to cancel the order and was told that it would be taken care of. I have called the restaurant and the corporate office with no indication as to when I am going to be refunded. It has been over two weeks with no resolution.

  Business response

  06/04/2024

  Hello ******, 
  
  Thank you for bringing your recent experience to your attention. At El Pollo Loco, we take customer feedback seriously and are committed to improving our customer service. To address your concerns, our Franchise Business Director will be speaking with the owner of the location to ensure the operation leader connects with you regarding your online order refund. Our goal is to enhance the quality of service you and other customers receive during your visits. We will follow up with you in the next 2-3 business days to update you on the measures being taken. Your satisfaction is important to us, and we appreciate your patience as we work to improve your experience. Thank you for your understanding and continued support
  
  With Gratitude, 
  *****************************
  
  

  Customer response

  06/07/2024

  I still have not received a response from the business

  Business response

  06/07/2024

  Hello ************************, 

  Thank you for providing an update, as I have asked our Franchise Business Director to contact the Franchise Owner to ensure the Operation Leader provides you with a follow-up call in the next few days. 

  If you do not receive a follow-up call, please let me know, and I am happy to work with you regarding an alternative to a refund. 

  Customer response

  06/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 4, 2024 I ordered two chicken burritos. El Pollo Loco had offered a special on this day for two burritos for the price of one. The computer on line ordering did not recognize the 2 for one offer and charged me $23.30, The regular price for two burritos. When I went to the store to pick up my food the store manager said he could not refund the extra cost.. He instructed me to call their corporate office. ***************) I have called multiple times and have not received resolution. I called on April 4, April 5, April 15 April 22 and April 29. Original case number 5DGFNS. Second case number on April 15 5DGBLW During all of my calls I was told that my complaint would be processed and that I would hear back from a Manager. I requested that my credit card used for the original order be credited the approximate $11.65. They did offer a $5.00 credit that expired within one week. I request the BBB contact this corporation and have them contact me directly so my credit card can receive the appropriate refund. I also would like a few coupons for free chicken meals for my trouble. This problem should never have happened or needed to be elevated. Thank you, ***********************

  Business response

  06/04/2024

  Hello *****, 

  We appreciate your feedback and have shared it internally with the restaurants leadership team to ensure we work to create a better customer experience in the future. As a token of our commitment, we added a $20 redeemable to your Loco Rewards account for the overall experience. This reward will expire on July 3, 2024, and can be redeemed in-store, online, or within the Loco Rewards App. If you have other concerns or additional feedback, please don't hesitate to contact us. Thanks for being part of our Familia. We look forward to your next visit!   

  Customer response

  06/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩