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  • Update regarding my experience with El Polo Loco. Today I received a call from Jorge. I am not 100% sure what his position is, I believe he is may be the District Manager. At any rate, he took the time to read my review and also my complaint to their corporate office. Jorge was professional in his demeanor, apologetic, empathetic and more than willing to resolve this issue. He advised me that he will speak with the staff, review the surveillance and resolve this issue, which is exactly what I wanted to hear. I wanted to be heard, and Jorge was the right person to speak with. He put himself in the shoes of the consumer, resolved the issue and he also sounded very down to earth.(very relatable) He referred me to the new store Manager, Maria and invited me to come into the store for a full refund. When I arrived, I presented Maria with my receipt, she issued a full refund to me, gave me and my guest a drink along with guacamole, chips & the salad that I originally purchased which was totally unexpected. I did not complain in order to receive a replacement meal; I just wanted to bring the situation to the attention of management because the way the food was handled was unsanitary. I will not report this store to the health department as management handled everything in an expedient and professional manner. Maria, the new store manager was fantastic, and I will go back to this store in the future.
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