Several weeks ago, I went in one evening to get the 2 large sides of Macaroni and Cheese that were not included with the other items in my drive-through order a few months prior. The night that I did not get the items (which I did not discover until after I got home), I immediately called and spoke with a supervisor/manager, who already knew that I did not receive the 2 items. The supervisor/manager took my name, and did not say that there was a limited time frame for me to come in to get the items I did not receive. The evening I went in to get the 2 large sides of Macaroni and Cheese, I spoke with Gloria (a supervisor/manager whose name I had to ask, given that she was not wearing a name badge). Gloria immediately became combative and defensive without provocation. Despite the fact that I gave her the receipt from the order with the items I did not receive, and my name (which was taken when I called about the missing items), Gloria all but explicitly accused me of trying to rip her off for 2 large sides of Macaroni and Cheese. When Gloria went inside a room to look for my name written down, she was in there for an inordinate amount of time, and ultimately returned claiming she could not find my name. Gloria being in the room for an inordinate amount of time means that the El Pollo Loco location at 4290 E 4th St in Ontario is either seriously disorganized (and my name could have been in there, but momentarily unlocatable) or she could have found my name, but wanted to save face on how she had behaved (meaning she wanted to continue to appear justified in her behavior) and portray the appearance that she had looked for my name in earnest. Gloria tried to bargain with me in giving me only 1 large side of a Macaroni and Cheese, however I stated if that occurred I would initiate a dispute with the card issuer. Gloria had also attempted to deflect the onus onto me by stating that, since I did not have the name of the supervisor/manager I spoke with, in the future, despite the fact I had previously given my name and had the receipt, I needed to have the name of the supervisor/manager I spoke with, which was ironic, given that she, a supervisor/manager, was not even wearing a name badge, causing me to have to ask her what her name is. When I stated to Gloria that she sounded like the supervisor/manager I spoke with on the phone the evening I did not receive the items, she immediately said it was not her (without any hesitation or doubt in her mind), reacting in the manner of someone who is in denial that they did something they, in fact, did do. After claiming it was not her, Gloria looked at the receipt, and said it was not her. (I believe Gloria wanted to look at the receipt to see if there was anything on the receipt to identify her, as it is highly unlikely she would know off the top of her head whether she worked on a specific date and time that occurred a few months prior, especially since I was speaking to her on the same day of the week and time of evening as when I did not receive the items, and supervisors'/managers' schedules typically remain consistent when it comes to the days and times they work.) Gloria did ultimately give me 2 large orders of Macaroni and Cheese in exchange for my receipt, but not before going out of her way to essentially accuse me of theft. What Gloria was not made of aware of was the fact that the reason for my delay in returning to the location was the fact that I have been waiting for a while now to hear back from Jack Villalobos (Customer Experience Manager) at El Pollo Loco, Inc. in Costa Mesa (El Pollo Loco headquarters), regarding the (potentially intentionally) misleading Loco Rewards program.
sandy ramirez
Excellent customer service!
Franco S
This restaurant is extremely cheap they wouldn’t have you sauces or anything you ask for the ladies have this entitlement like if they owned this restaurant with bad attitudes
Yvonne Garcia
This Pollo Loco is always clean. Food is out in a timely manner , considering how busy there are during the lunch hour. They don't skimp on portions either.
Gustavo Olivares
Great Food, good price, great service!!
Atmosphere: 5
Food: 5
Service: 5
Sam Sami
Great chicken?? that’s how you barbecue got every side dish you think about Fast service and clean
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chicken Avocado
Mayra Caldera Coach
Fresh food ?️
Gary King
Moved to Chicago in 2001. Missed El Pollo Loco ever since. Took this opportunity to have dinner with my wife in Ontario, CA after securing our rental car.
Enjoyed the experience (taste) so much, we had El Pollo Local again, in Big Bear, CA two days later. Unfortunately, the chicken from the Big Bear location was very dried out.
Food was great the chicken was tender and tasty overall everything we ordered had great taste .. the only thing is its hot inside the restaurant was very uncomfortable to sit and eat when its pretty hot ..pls crank up the ac ...
Atmosphere: 4
Food: 5
Service: 5
Carolyn Stark
Ordered the double chicken bowl and I liked it though I had meant to order something lower carb. This bowl has rice and corn. It tasted good but I'll be more careful next time.
Atmosphere: 4
Food: 4
Service: 5
Anthony Villalobos
Love the food here but the customer service is the worst they never acknowledge pickup order waiting customers, they regularly avoid eye contact so they don’t have to acknowledge us waiting by pickup.
Several weeks ago, I went in one evening to get the 2 large sides of Macaroni and Cheese that were not included with the other items in my drive-through order a few months prior. The night that I did not get the items (which I did not discover until after I got home), I immediately called and spoke with a supervisor/manager, who already knew that I did not receive the 2 items. The supervisor/manager took my name, and did not say that there was a limited time frame for me to come in to get the items I did not receive. The evening I went in to get the 2 large sides of Macaroni and Cheese, I spoke with Gloria (a supervisor/manager whose name I had to ask, given that she was not wearing a name badge). Gloria immediately became combative and defensive without provocation. Despite the fact that I gave her the receipt from the order with the items I did not receive, and my name (which was taken when I called about the missing items), Gloria all but explicitly accused me of trying to rip her off for 2 large sides of Macaroni and Cheese. When Gloria went inside a room to look for my name written down, she was in there for an inordinate amount of time, and ultimately returned claiming she could not find my name. Gloria being in the room for an inordinate amount of time means that the El Pollo Loco location at 4290 E 4th St in Ontario is either seriously disorganized (and my name could have been in there, but momentarily unlocatable) or she could have found my name, but wanted to save face on how she had behaved (meaning she wanted to continue to appear justified in her behavior) and portray the appearance that she had looked for my name in earnest. Gloria tried to bargain with me in giving me only 1 large side of a Macaroni and Cheese, however I stated if that occurred I would initiate a dispute with the card issuer. Gloria had also attempted to deflect the onus onto me by stating that, since I did not have the name of the supervisor/manager I spoke with, in the future, despite the fact I had previously given my name and had the receipt, I needed to have the name of the supervisor/manager I spoke with, which was ironic, given that she, a supervisor/manager, was not even wearing a name badge, causing me to have to ask her what her name is. When I stated to Gloria that she sounded like the supervisor/manager I spoke with on the phone the evening I did not receive the items, she immediately said it was not her (without any hesitation or doubt in her mind), reacting in the manner of someone who is in denial that they did something they, in fact, did do. After claiming it was not her, Gloria looked at the receipt, and said it was not her. (I believe Gloria wanted to look at the receipt to see if there was anything on the receipt to identify her, as it is highly unlikely she would know off the top of her head whether she worked on a specific date and time that occurred a few months prior, especially since I was speaking to her on the same day of the week and time of evening as when I did not receive the items, and supervisors'/managers' schedules typically remain consistent when it comes to the days and times they work.) Gloria did ultimately give me 2 large orders of Macaroni and Cheese in exchange for my receipt, but not before going out of her way to essentially accuse me of theft. What Gloria was not made of aware of was the fact that the reason for my delay in returning to the location was the fact that I have been waiting for a while now to hear back from Jack Villalobos (Customer Experience Manager) at El Pollo Loco, Inc. in Costa Mesa (El Pollo Loco headquarters), regarding the (potentially intentionally) misleading Loco Rewards program.
Excellent customer service!
This restaurant is extremely cheap they wouldn’t have you sauces or anything you ask for the ladies have this entitlement like if they owned this restaurant with bad attitudes
This Pollo Loco is always clean. Food is out in a timely manner , considering how busy there are during the lunch hour. They don't skimp on portions either.
Great Food, good price, great service!!
Atmosphere: 5
Food: 5
Service: 5
Great chicken?? that’s how you barbecue
got every side dish you think about
Fast service and clean
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chicken Avocado
Fresh food ?️
Moved to Chicago in 2001. Missed El Pollo Loco ever since. Took this opportunity to have dinner with my wife in Ontario, CA after securing our rental car.
Enjoyed the experience (taste) so much, we had El Pollo Local again, in Big Bear, CA two days later. Unfortunately, the chicken from the Big Bear location was very dried out.
Atmosphere: 3
Food: 5
Service: 4
Recommended dishes: Double Chicken Bowl, Guacamole, Half Chicken Meal, Pollo Bowl, Chicken Bowl
Some of the new menu items like the salads are the bomb ?
Food: 4
Service: 3
Recommended dishes: Double Chicken Tostada Salad, Double Chicken Avocado Salad
So nice app I liked so much
Restaurantji Recommends
Food was great the chicken was tender and tasty overall everything we ordered had great taste .. the only thing is its hot inside the restaurant was very uncomfortable to sit and eat when its pretty hot ..pls crank up the ac ...
Atmosphere: 4
Food: 5
Service: 5
Ordered the double chicken bowl and I liked it though I had meant to order something lower carb. This bowl has rice and corn. It tasted good but I'll be more careful next time.
Atmosphere: 4
Food: 4
Service: 5
Love the food here but the customer service is the worst they never acknowledge pickup order waiting customers, they regularly avoid eye contact so they don’t have to acknowledge us waiting by pickup.
Atmosphere: 1
Food: 4
Service: 1
Chicken was burned out, dried, very overcooked.
Food: 1
Tasty, fast and cheap!
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