ComplaintsforEl Pollo Loco Inc

• Initial Complaint

  05/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  this is a reference case number #17181528 EL Pollo Loco Refund they response was that they will transfer $30.00 into el Pollo loco rewards There web page do not work friendly is a mess, I want them to mail me $30.00 Gift Card instead. thank you.

• Initial Complaint

  05/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into this restaurant, and the employees just started being hateful towards me. They refuse service to me. I call the police, and the police saw the videos, then told the employees that he cannot make them to serve me, but they probably should, since they said that I did not do anything wrong. He showed some law that if you deny service without a reason, this is ground for discrimination. She agreed to serve me, but did not complete the service. She beg me to delete the videos after speaking to the officers, and she was almost in tears. She was not almost in tears for being wrong, but she did not want the videos to surface. I need full service in a peaceful way

  Business response

  05/09/2022

  Hello *****, 

  Thank you for reaching out to El Pollo Loco regarding your recent experience. 

  I want to make sure we share your feedback with our Operations Team as we want to ensure that all customers have an enjoyable experience. 

  Would you please provide the address for the restaurant that you visited? This will assist us in following up and looking further into your feedback. 

  I appreciate your help and will ensure an operation leaders follows up with you directly. 

  With Gratitude, 

  J. Villalobos 

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ll talk to the area manager Rachel Sanchez she offered to refund my money even though they had replaced the chicken and she never ever done it and she’s kind of like just totally ignored me I have emails to pertaining to that I’ll send them to you if you need them I told her that was OK it was more important that I let them know how bad the service was so she offered to give me my money back again’ I told her they kept the receipt but I pulled it up on my Visa card and I sent a copy of that and she has not responded .she was not honest when she said she would refund my money she insisted on that and never return my money I left my address my name and everything she never even done a follow up call I had to reach out to her to email look at the pictures of that chicken they gave me that’s terrible‘ I did let her know I was going report it. The refund amount should be $39.54

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Apr.8 at around 7pm I went to the location "88 ************** ************* ******, **" and ordered online through the app. because I thought ordering online was easier than ordering in person, but right after I placed the order I noticed I made a mistake, so I tapped the cancel button immediately, then the screen said "Need to change your order? No prob! Call the restaurant directly at *************". I was in front of the store already and thought talking in person was easier than calling, so I went inside the store and asked a clerk that I would like to cancel online order which had just been made and showed the phone screen, but the clerk said the store had no access to online order, so call the phone number displayed on the screen. I thought it was weird because the phone number must be of the store where exactly I was at that time, but he just said to call, so I called that phone number. But of course the person answered the phone was in that store, so I went inside the store again and talked in person. There were several clerks there, but everyone said that they have no access to online order and there is nothing they can do at the store, so call or text the customer service and ask refund, then gave me customer service phone #************, so I texted immediately at 7:22pm. I didn't get any food. After I came back home, I sent the same inquiry through "Contact Us" on the homepage and asked the feedback and refund, but I've received no reply for both text/Contact Us so far. I'm not sure if it's true that the store has no access to online order, but if so, why cancel button on the app. says "call the restaurant directly". Even if I call the restaurant, they just say they can't do anything about that. There seems to be no way to cancel online order/ask refund in this company, so I decided to ask BBB for help to be refunded. Order #**************** on Apr.8 total $5.69. Though the amount isn't so big, I wanted to ask the company to review online order system.

  Business response

  04/14/2022

  Hello ****, 

  Thank you for taking the time to contact us regarding your experience at El Pollo Loco. 

  We have processed your online refund which will take 2-3 business days to reflect within your account. For the overall inconvenience, our Team has added $10 in banked rewards to your loyalty account to use at any participating El Pollo Loco Restaurant.

  Thank you again for your patience as we work to create a better customer experience within our restaurant. We look forward to serving you again soon! 

   

  
  

  Customer response

  04/16/2022

  
  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,
  
  **** Nemoto
  
   
  

• Initial Complaint

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The receipt for a purchase offers an opportunity to get $1 off the next purchase by calling a number or going to a website to do a survey. When you call the number, you are only able to access *************** for a quote on insurance. There is no way to bypass that or to access the *** survey. When you go on the website, after entering the store number and survey ID number, it keeps resetting itself so there is really no way to actually do the survey and get a code for the dollar off.

  Business response

  04/13/2022

  Hello ******, 
  
  Thank you for reaching out to us regarding your recent survey experience. 
  
  The number on the back of the receipt you provided directly connects you to the El Pollo Loco phone survey, as our team recently tested it. When accessing the Survey, the Survey ID is only valid for 3 days after your visit, as shown on the receipt. 
  
  We have asked our IT team to review the online Survey to ensure any potential issues are fixed. For the overall inconvenience, I have added the Validation Code for you to use on your next visit - 134216
  
  If you have any further questions, please feel free to contact us directly at ********************************************* 

  Thank you! 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 6th, 2022, El Pollo Loco emailed me about a promotion for a free burrito when you purchase a $20 digital card. After doing so, I received a promo code for a free burrito that did not work as directed. I attempted to place an online order for the Birria Burrito which is indicated as an eligible item and pictured in the promotion. A 25 min call to customer service left the situation unresolved and was told I need to wait for someone to correct the problem. I would like the gift card refunded at the very least which the customer service rep couldn't do.

  Business response

  04/11/2022

  Hello Mr.  ********, 

  Thank you for contacting El Pollo Loco regarding your recent eGift Card promotion purchase. 

  I have asked **************** to review your order and they will be in contact soon to assist with a resolution. We apologies for the overall inconvenience and thank you for bringing it to our attention. 

  **************** will be in touch soon! 
  
  
  

  Customer response

  04/13/2022

  
  
  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

  04/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date is 03/31/3022 Hello I went into El Polo Loco to order a Double Chicken Tostada got overcharged for $8.12 when I had a coupon but manager had an attitude telling me coupon is not real after I showed her on El Polo Loco App so basically paid regular price instead if giving me the difference back also I only got very little bits of chicken and hardly any rice and chicken was over cooked so I will not be going back to this location if I can't be treated like everyone else order number is *************

  Business response

  04/11/2022

  Hello ************, 

  Thank you for reaching out to use regarding your experience at El Pollo Loco. 

  We have asked our Digital Team to look further into the issue as it appears to have been a glitch with the Tostada coupon. We're sorry for the overall inconvenience, and have added $10 in banked rewards to your Loco Reward account to use on your next visit. 

  Thank you again for your patience as we work to create a better customer experience within our restaurant. We look forward to serving you again soon!
  
  

  Customer response

  04/11/2022

  
  
  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,
  
  
  Xander Cage
  
  
   
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 18 2022 we canceled a delivery order from el pollo loco in ************ that was placed through their website. We were getting the run around and time and delivery people kept changing. The order was successfully canceled (I have proof) and no food was ever received. My husband and I have been trying to get the money they still charged us $ *****, since January 21st. After calls and e-mails to corporate they keep telling us they acknowledged the cancellation acknowledge we never received the food but yet wont give us our money back. They, corporate, keep telling us its been approved and it will be **** business days. Again its been two months just about and we keep calling. This company took our money, they are thieves and liars and completely unethical. At this point my husband and I need a third party to come in and help. Despite us being persistent and following up, they refuse to help us and they are withholding our money. This is a big corporation and I cant imagine why they would withhold a refund for food that was clearly never received. Maybe they are hoping I give up but in these unprecedented times $ 45 is a lot of money to spend for my family. So disappointed and dont know what else to do.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to a el Pollo Loco location on 3/12/2022 between 4:30 and 5:00 through the drive thru where I ordered a unwrapped burrito with no lettuce where I paid with a $50 **** the lady gave me the correct change so when I went to the store to pay for some items the clerk informed me that one of my $20 was fake I contacted the store back where a manager was no help did not want to give his name just told me to contact the store manager the next day so I call the next day and spoke with the store manager **** where he was no assistance he told me to call the next business day so he can contact corporate and h*** give me a call back which he never did so I call the location today as of 3-14-2022 they giving me the run around so I contacted corporate and they told me to contact the location because its nothing they can do so Im reaching out for the BBB help with assistance for this issue

• Initial Complaint

  03/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 11, 2022 at approximately 1pm I went to the El Pollo Loco Restaurant off of Harbor in **********, **. I was going to order the Keto Burrito on their menu board it advertised for $7.79. I asked the person taking order why much is the Keto Burrito he mentioned that its eight dollars and something with tax nine dollars plus. The reason being I asked him because I ordered the Keto Burrito approximately 5 times and always wondered why I paid much more than advertised on the menu board. I asked the representative why the price is different from the menu and he stated that the coupon price (if its the coupon price it needs to be advertised as such) I mentioned to him. I did not have a coupon for this. I mentioned that the menu board price needs to be change to reflect the true price, otherwise this is false advertising-which I paid the high price numerous times. This is not ethical. They should at least credit me the difference for the various times I ordered the menu price and got charged higher. Correct the menu price.

  Business response

  03/14/2022

  Thank you for taking the time to contact us regarding your experience at the **********, ** location. 
  
  We appreciate your feedback and escalated your concern directly to the owner of this El Pollo Loco restaurant.

  Please allow the operation leader 1-2 days to follow up with you directly. 

  Thank you again for sharing your experience! 

  
  

  Customer response

  03/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait on their response.

   

   Thanks 

  Rick 

  
  
   

  
  

*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. ↩