El Pollo Loco - Santa Clarita

Through the drive-drew order came a keto burrito and a Quesadilla with a big tea. At the time of my visit they had no tropical tea, but it took too long to understand what I wanted. I just asked for a black tea (after I found out that tropical was out) and they made it unnecessary. I spent about 20 minutes waiting through the ride, although and in the window was really welcomed, but had to ask twice for creamy cilantro. When I came home and went to bed, the Quesadilla was fine, but the Burrito was terrible. The tortilla smelled really bad and it was a dry and bland burrito. Not enough creamy or salsa pico. There were pieces of Zilantro and tomatoes on the outside that believe me that they do not clean their stations. What troubles me because I haven't seen anyone in gloves, not even the person I suspect to be the barbecue master. I got enough salsa next to the Zilantro sauce, but the chips were terrible! You really like dust? You have to sit for a while. What worries me about this visit was the fact that they poured my black tea with a 10 or so quarter container instead of the usual tap. The container was not properly covered on the top or sitting on ice. It was exposed and tea was easily pampered when it left out. This place regularly measures things like chips or even whole articles! I'm still mad at all the chips and guacamole freak. You missed putting it in my pocket and when I called the guy, it was rude and uncontrolled. It was like he didn't care that I missed part of my order! When I got through, they blamed me, but there were no excuses at all. The same situation happened when they missed me a whole classic tostada. I came back after I drove home and realized it was missing. They offered nothing to compensate and instead gave us the cold Tostada that was sitting there.

Wow! I don't know who was in charge before, but seriously, did they even train the staff? The microphone was so loud and the person I talked to was making fun of me and how I speak. This was really bad service.

They offer curbside, yet they don't make sure the food is taken to the customer in a timely manner. You call their number and no one answers, so if you decided to cancel your order you can't. A young man was kind enough to check on our order took care of it. But management (Jose? obviously isn't doing a good job. There needs to be honest good leaders for the team to thrive. To Management: don't email that you'll call never do... just make necessary changes

I am determined to find out who the General Manager is at this restaurant today. The service during dinner time is absolutely terrible. It doesn't matter that it's a fast food chain - customers are paying for their food and should not have to deal with such hostility. Workers are even throwing food across the counters at customers. It wouldn't be surprising if there was a confrontation here one day. The service is ridiculous.

We've always liked this location and El Pollo Loco in general... until December 7, 2020, when we ordered a chicken tinga burrito that contained a shard of metal. We had cut the burrito in half for our 11-year-old daughter and she had already eaten half on Dec. 7, so when we reheated the other half the following day on December 8, we were horrified to find an actual SHARD OF METAL that looked like it came off of a serving utensil/ etc. in the burrito. We had no idea if she had ingested any metal the day before and immediately called El Pollo Loco corporate and the LA County Health Department to file reports. So, I worked in the restaurant industry for 13 years of my life, including in management. Rule one when something like this happens, and it absolutely does happen, is to call the customer and make sure everyone is ok. But did this location bother to so much as pick up the phone? Absolutely not. So I followed up by sending a form email through their online contact. Then I called again on Dec. 28, and again, Sally the rep tells me that the store will contact me immediately, and again, they do not. Then again in January I call asking Sally the rep, is El Pollo Loco actually NOT that concerned about my 11-year-old child or metal in their food? She again promised at least the courtesy of a phone call, which again didn't happen. At this point, I reach out to LA Health Department again (I mean, obviously they have bigger problems, but I did want to follow up), and have now contacted a lawyer. The food was frozen and saved, and everything has been thoroughly documented by phone and written records. It is now February and they have STILL not contacted me, so here I find myself on google to warn others of the danger of this location and the unprofessionalism of this staff, this location's management, and El Pollo Loco corporate. UPDATE for the owner/ manager, posted below: I have already done that twice. Instead, if you are serious about addressing this, you can call me. I left my number on the form emails twice and with Sally in customer service 3 times now.