El Pollo Loco - San Rafael

A few days ago, I had recently buried my dog. While waiting for my meal at the restaurant, another family walked in. To my surprise, a little girl was holding the same stuffed animal that I had buried my dog with. I couldn't believe the coincidence. I took it as a sign from above and as a result, my experience at the restaurant was truly amazing.

Great location. The tortilla soup here is always amazing. I love that they offer several really affordable options for just $5 and the chicken is real chicken vs the processed stuff most fast food places use. The drive thru typically moves pretty fast here and the staff tends to be pretty sharp. It's almost always the same few persons working the drive thru, which is a good thing. It means they keep the same people vs the typically high turnover in fast food. It also means consistent good service happens here. It's my go to lunch spot when I work occasionally in the area.

This restaurant is awful. The customer service is terrible. The staff is clueless. I placed an order online and waited over 20 minutes before I had to ask where my order was, and no one seemed to know. I decided to just get a refund, and the manager named Gloria D reluctantly agreed, saying they called someone and I would get a refund since it was an online order. However, Gloria D was unhelpful and could not provide a reference number, just making excuses to get me to leave. I have a record of the entire conversation. Avoid this place. The employees seem like they're just going through the motions, not actually there to help customers. They might as well be robots.

Sure- update. I eat here most days due to convenience of location for my work. Every day after the ordering is complete- the cashier will say is that all? I say yes thank you that is all. And then I'm asked again if I would like to add chips or guac. (right after I have said no and that was all) it is asked again. Annoying. And then occasionally I'll get a do I want to upgrade my drink (again this is after I say no thanks to that) Then on occasion my salad will not have any silverware or my drink won't have a straw. If ever I ask for additional cheese the salad comes with no cheese. So pretty much as long as you order it how it comes with out asking to buy extra cheese the salad itself is pretty consistent. The number 1 thing is the ordering in drive thru- the cashier will straight be talking to someone else in the middle of trying to talk to them when it's my turn at the window (in an attempt to keep orders moving forward I get that much but when its my turn and I've waited it should be my turn) Once an order is done and the customer says nothin else- it would be a great idea to stop offering more things! It's SO SO ANNOYING. ask before the customer says nothing else. The cashier will literally say will that complete your order- then always I say yes. But then EVERY SINGLE TIME I get asked if I want to add more. When I agree that it is complete. Let it be completed! Thanks for asking. Add make the order additions more accurate. Same thing Double chicken avocado salad with a side of cotija and a vitamin water small. No I don't want chips and guac and especially after I've just said no thanks to anything else. No. No. No. no still means no!

This was a nice change from the usual fried food. The chicken was dry but good flavour. I got a side of corn which was really good and mashed potatoes which was stupid on my part. It?s Mexican food. Order Mexican food.