Popeyes Louisiana Kitchen — Restaurant in Richmond Hill

Update: I spoke to the owner and he apologized for the situation. Management accountability was taken for the situation which is greatly appreciated and important for businesses. I have updated the review to 5 stars as a reflection of the owners effective handling of the situation. I am happy to support a local business owner and wish this location all the best in maintaining a high service standard that was communicated to me. . Terrible experience at this particular location. Ordered the Saturday wings special mid afternoon when it wasn’t too busy. I waited patiently for about 6 minutes before asking where my food was. Was then told that the food takes 9 minutes to make. This is fast food, why is a special promoted item not readily available for customers? Why are customers not told in advance of ordering that it takes ten minutes to prepare? I was then told that even though it is a special, it isn’t ordered a lot and thus not prepared in advance. The obvious fact is that people aren’t going to order something that takes ten minutes to make, so maybe changing the approach may change sales. After kindly giving feedback, I didn’t get an apology. Rather I was gestured via hand motion, not verbally, to look and order from the rest of the menu next time. This is pretty bad customer service and requires immediate training right away. Moreover to this, when the wings arrived, they were small and definitely not worth the price. The kicker in all this is that when the gentleman passed the food to me, no apology, no nothing. I’m not even sure if I was supposed to get any sauces included with my order, but I can definitely say I didn’t. As someone who owns a franchise myself, this is pretty bad service that wouldn’t be acceptable anywhere. I wish I had ordered from any of the 15 other food vendors in the food court cause this was just a sub...

Seems to have an issue at this Popeyes at Hillcrest Mall everytime we go. The couple times we went, either they don’t have what you want or you’d wait “10mins” but in reality is actually 20mins or more (other reviews said they waited a lot longer so I think we got lucky but I was already done eating the food I ordered at another place and my husband still hasn’t gotten his order lol) Then this one other time, they made a big deal out of ketchup 😂 I got my order, left then came back after a couple mins to return the extra hot sauce cos I told the lady she gave me too much hot sauce but if I could ask for more ketchup instead. I was polite and I asked nicely. She told me that she gave me “a lot” and “I should go back and check my bag.” I already told her that I need more ketchup and it wasn’t enough so why do I have to go back and check? Why would you think I would walk back and waste my time if I don’t need more? I didn’t want to argue with her, I’m tired and hungry and this is just a simple thing and she was making it complicated for whatever reason so I just went back to my seat to eat. My mom who needed more ketchup had to go back there and ask again lol. Like first of all, I wouldn’t go back and ask if I don’t need it. Maybe next time I have to explain that there’s 4 of us and we all like ketchup with our fries every time I ask for more ketchup? Seems like you need to justify your need of more ketchup when coming to ask for more in this place. Also, after giving my mom the extra ketchup, the two people at the front started talking about us lol. We knew cos they weren’t discreet about it. Don’t look straight at the subject of your conversation when you’re talking behind their back next time. Overall just unprofessional behavior just for ketchup that it’s funny. Definitely not going back to this Popeyes...

This Popeyes is more of a 3.5 stars.

It's located inside the Hillcrest mall food court and has become my go-to Popeye's over the last year for my tuesday specials (replacing the Times Ave location on Hwy 7 as my go-to).

The chicken pieces are bigger and better fried than the other location and the ppl who work there are way friendlier.

I stopped going to the Times Ave location because the boss is a giant a-hole, doesn't allow substitutes and will screw up orders sometimes (w/o compensation even after it's brought to his attention).

More often than not, you will get fresh chicken at this location because it's inside a food court and food turnover is super high so they are constantly making fresh batches of chicken. Chicken usually doesn't stay under the heat lamp for more than 10 min.

On a recent tuesday visit though, Jasmeet (I gotta name drop you, sorry bro), decided to be sneaky and give me wings. I had ordered three tuesday specials (6 pieces). The special is supposed to come w/ a leg and a thigh so I was expecting 3 legs and 3 thighs in the box. I watched him place 2 wings in the box and attempt to close it before I spoke up and told him the special was not supposed to include wings. Idk if he did this intentionally because they needed to get rid of wings but I did not appreciate how sneaky he tried to be. Luckily, he didn't give me any issues when I told him to replace the wings in the box.

If you want paper plates and napkins you'll also have to request them because it's not common sense for them to provide them to you.

Outside of those faults, the chicken pieces are slightly larger and fresher than the one at Times Ave near Commerce Gate which is just enough for me to choose this Popeyes...