Popeyes Louisiana Kitchen — Restaurant in Kitchener

Incredibly horrible customer service. We attempted to place a mobile order using the app, and it defaulted to this location by accident. Popeyes app does not provide any way to cancel the order. We called the restaurant and spoke to a woman who was incredibly rude and unhelpful. She took our number and said she would call back within a few minutes. After 30 minutes we called back, and she continued in an abrasive manner, continuing to say that we had to cancel via the app, and would not listen when we tried to explain that there is no option on the app for cancelling orders. She said our only option was to drive an hour to her location, or take the loss. When we pointed out that this was fraudulent on behalf of Popeyes, she immediately became defensive and began to repeat “I AM NOT TAKING YOUR MONEY”.

We then called the location near us where we intended to order, and the woman we spoke with explained that there was another option, that we could have been offered a store credit to use at a later date since there is no way to cancel a mobile order.

We called back to the Kitchener location, and the original woman I spoke answered the phone. I explained that we had spoken to a manager at another location, and that she should have offered us a store credit for use at a later date. She said she would take my number and have her area manager call me back. When I pointed out that she had done that previously with us, and our phone call was not returned by management, she asked me to hold, and I agreed. After about 5 minutes she returned to the phone and promptly hung up on me.

I promptly called back, and after two rings the phone was picked up, and hung back up on me. I continued to call back, and was hung up on every time.

Absolutely horrible customer service, and completely fraudulent behaviour on behalf of this company, who is apparently hanging on to the $40 for this order that will not...

This is hands down the worst Popeyes location I have ever visited. I placed an order at 7:05 PM and the cashier told me it will be a 15 minute wait for a 10 piece family meal. When making the order I stated I only wanted white meat meaning the large breast pieces knowing there is an up-charge I gladly paid $12 dollars extra thinking I would receive the chicken I desired. After waiting over 30 minutes receiving my food at 7:41 PM and driving home I opened the box containing the chicken to discover that the pieces they served me were small dark meat and did not complete my order of 10 breast pieces keep in mind that I accepted the up-charge for. I closed back the box immediately and returned to this location to show them that my order was not completed correctly and that they shouldn’t lie to customers by saying they can serve requested breast white meat at an up-charge. The manager then continued to argue saying they are breast pieces, I don’t know how she works there not knowing the different between dark and white meat. I requested a refund for the entire order as it is not what I ordered nor wanted. She tried to offer me “a chicken drop” and “extra pieces” but I simply said no I want my money back as I no longer wanted food from a business who charges you for pieces you request which you gladly accept and then give you the exact opposite. Bottom line this location on King St. in Kitchener is terrible. I do not recommend placing an order from here as the staff and food provided are of poor quality and you are bound to have a terrible experience. If head office and regional managers are smart they would make immediate changes within this location as it is clearly...

You cannot sell me the chicken you have not cooked yet! If I had the time to wait 15 minutes for the food to cook, I would not go for fast food. I would go to a higher quality restaurant. This is twice now I've taken the time to come in, and you say "Wait 15 minutes".

Addendum 2 months later. Broke down, gave this location a 3rd try. Waited 4 minutes just to get in store (Covid limits). Waited another 5 to order. Waited another 5 minutes for them to tell me I'd have to wait another 12 minutes for spicy chicken (same problem as last time).

Adendum 3. I got very stupid (or hopeful) and tried this location again. They gave me plain instead of spicy chicken, but didn't find out until I was on my way West. Called to tell them, THEY offered to replace the whole meal for my trouble. I told them I travel and it might be months before I was back. They said they would write it down. When I tried to claim it 2 weeks later, they changed the deal and just replaced the chicken. They said the drink and side had been OK. They didn't write it down, then tried to pretend they were noble for offering just the chicken. 20 minutes later we finally resolved it, but at the cost of a yet another negative review, a stain on the franchiser's reputation AND their "Identity Group".

PLEASE GET IT RIGHT!! I would LOVE to finally give you a...