Popeyes Louisiana Kitchen — Restaurant in Whitby

I have eaten at, picked-up, and ordered for delivery from this Popeyes location numerous times in the past without any issues. However, I am now compelled to provide this 1 out of 5-stars rating because of a terrible experience after making a $70.64 (including tip) order via Uber Eats on January 2, 2022. After noticing that my order of five-piece tenders was missing from the delivered items received at 8:33 pm, I called the Uber Eats delivery person at 8:38 pm to inform him of the missing item, he apologized and directed me to call Popeyes stating that he had only picked up what was already packaged together and provided to him by the Popeyes staff.

I called Popeyes restaurant (4099 Baldwin Street South, Whitby, Ontario) at 8:41 pm, the female staff on the phone asked me to double check the order received because according to their records, the tenders was packed. This was the first upsetting response because as a customer that usually does not like to complain, I ensured to double check even before calling. Anyway, after giving her the Uber Eats delivery person’s name and order #, she told me to pick up the tenders at the restaurant location. This was the second upsetting response because I paid and opted for delivery for a reason, and I informed her that my family and I were under isolation for COVID-19 precautions and could not leave the home to pick the tenders up. Even after informing her of this, she insisted she could not help and for me to call Uber! I asked to speak to the manager and she claimed “I am the manager”. She continued to state she “can’t deliver it” and repeatedly suggested for me to call Uber. I was very upset at this point because I had already informed her that the Uber Eats delivery person had told me to call Popeyes and I did not appreciate being passed back and forth. The Popeyes “manager” then offered that I could pick up a credit for the tenders “in 2 weeks”! This was the boiling point for me, I particularly ordered the tenders for my children to have for dinner that night, and not in 2 weeks!!!

I felt neither company, Uber Eats or Popeyes, took responsibility for the mistake, which I see largely to be Popeyes’ mistake. I was extremely upset and had to end the phone interaction.

I decided to call Popeyes again at 9:06 pm to ask for the manager and her name, the female staff who answered the phone did not provide the requested information, she paused and said she would call me back in a minute. I, however, asked if she could just quickly provide the name of the manager, again the female staff avoided the request and stated she had to go because she had a customer, would call back "in a minute" and hung up the phone. She obviously did not call me back.

This whole Uber Eats and Popeyes experience was awful, especially during a time of high stress for my family. Apart from losing ~$11+ for the missing order, I was disheartened and angered by the lack of accountability and compassion. The manager and the staff on shift at this Popeyes location exhibited incompetence, POOR CUSTOMER SERVICE skills and...

I personally am a huge fan of Popeye’s and most importantly, I am very much a fan of this specific location. I really don’t know where to begin...I suppose I’ll start off by saying that I’ve been going to this location for approximately 6 years.

I reside in Oshawa and there is another location right here but somehow I find this location to have better customer service and their food is actually sizeable and has taste (their pieces of chicken aren’t tiny like many other locations and they actually hand out a reasonable amount of fries which is something I’m not accustomed to at other locations). I never mind taking that extra time to drive down here for this particular location!

I find the customer service to be amazing. The staff there are always smiling and I must give credit where it’s due where it comes to the owner here. He has got to be the best manager I have ever seen. For instance, there was one time out of the many years I was there where I’ve ordered a set of chicken and it’s wasn’t burnt. However, me with my picky self, I returned it and said that I didn’t want my set to be all that brown. The manager did not argue with me like most managers do, instead he apologized and kindly said, “I am so sorry about this. You can keep this set if you’d like and I will get you a batch that is up to you standards” without any attitude displayed whatsoever. I was always taught in school that “The customer is always right and you should always rectify the matter”. Kudos to the manager for being a great and a unique one. Must I add, he did not embarrass or disrespect the employee in the back about the chicken. Instead he politely told him to be a little Moreno cautious moving forward. Once again, talk about an effective, polite manager!

It was my second time visiting there this weekend with my fiancé and I couldn’t help but to point out to him that 1) There is never a time where I dine in and never see a lot of other customers walk in 2) The place is always so clean.

I personally enjoy the setting as well. It’s relatively spacious and they always play great music. Overall...It’s the location you’d...

Honestly don’t even bother coming here. This place is absolutely ridiculous. My boyfriend and I ordered 2 combos (8 piece nugget and the new chicken dippers) on the app. While ordering on the app, it tells you for the combos you get 1 side, 1 drink, and a biscuit. When my boyfriend went to go pick it up, the lady at the cash gave him just 1 drink, so he thought she must have forgotten about the other one but she told him in a rude tone that the drink doesn’t come with the one combo (8 piece nugget). She then proceeded to tell him that the biscuit was a “replacement” for the drinks now. Since when did combos provide no drinks? And wasn’t the biscuits always served with the combos? I went in and showed the lady our order information on the app, which shows that we ordered 2 drinks for our combos. Another lady took over and was completely disrespectful. She told me it’s the “apps fault” for providing me a drink and that it’s not their responsibility anymore to serve a drink with this combo. She was not getting the point what so ever that on my bill and order information on the app, that i have the drink on there. She was then saying it’s not her problem and that i have to deal with corporate? Like girl you literally work there, you can email corporate yourself and fix it. I have been ordering 8 piece nugget combo for years and I have always gotten a drink with it. I really don’t get why now they decide to stop providing it. I understand it’s just a “drink” but what kind of combo doesn’t provide a drink anymore lmao. I also work in the food industry and I understand situations like these but I would have told the customer a heads up instead of not providing it and giving the customer attitude.

For the photos, it’s not my order information but i’m just showing what it tells...