I've gone through the drive thru for years. Have had small issues..forgot my drink, order wrong, paid for sour cream and didn't get etc. Nothing big enough to complain about until now. Cashiers AND managers do not know how to run a gift card. Made me feel like I was trying to use an empty gift card. Even said I had nothing on the account. I almost threw it away! Luckily I called the hotline to know there was a balance. They made me feel dumb and had to pay cash for their lack of training. I went back to request a cash refund and put the charge on the gift card. After 30 minutes of waiting. The store manager refused to come out of the office and left her supervisor to just tell me no, it can't be down. What business doesn't correct their own mistakes? What business allows management to have such bad customer service skills? *Note: I was not asking for anything extra. Just to correct what I was wronged. I used my gift card at a better location and will never go back to this one.
The loss of two stars is for the prices going up and the quality going down. Not just this Pollo Loco, but most of them. One thing that Pollo Loco (once upon a time, the healthiest fast food around) is doing, is copycatting most fast food places by getting rid of it's unsweetened iced tea. Do not go to Pollo Loco if you are a Diabetic! Only sugared drinks are available, including a Raspberry tea that is mostly sugar and a lemonade that is mostly sugar. I rarely have sodas, but the Lemonade was so sugary I opted for a Coke. As for the meal, it was ok. I ordered the Double Chicken bowl that comes in a crispy, edible, shell. The shell is just ok, maybe a tad greasy. The chicken, on the other hand is still great. None of this dark meat B.S. The avocado was perfect too, and the Cilantro sauce was tasty. This set me back nearly $15.00. I know inflation (as fake and orchestrated as it is) blah, blah, blah, but still a little pricey for something that is worth maybe $10.00. That said, even that I would have been ok with if they hadn't forced me to have soda. Had I known, I would NOT have ordered the combo. I am NOT paying an extra $3.00 (when you include tax) for water!
I said, no cheese, sour cream, etc, you did any way, I paid for corn, did not receive. Take time. Get orders correct, food was blah. Got two cause got my shrimp correct.
Food was hot and everything was on point.
Food was hot great service