Popeyes Louisiana Kitchen — Restaurant in Amite City

Subject: Review of Service Experience at Popeyes Store #9114 (Amite, LA)

Dear Popeyes Management Team,

I am writing to express my concerns regarding the experience my mother had at your Popeyes location (#9114, 1209 West Oak, Amite, LA 70442) on November 8, 2024, around 4:30 PM. My mother, who is in her mid-50s, was greeted by an attendant named Shekemmia during her visit, and unfortunately, the interaction was far from positive.

As a loyal customer of Popeyes for many years, I was both surprised and disappointed by the behavior exhibited by Shekemmia. My mother approached the drive thru to inquire about the current specials, but rather than receiving helpful or courteous assistance, Shekemmia responded in a dismissive and impatient manner. From my vantage point on the phone with my mother, I could clearly hear the tone and energy of the exchange, which felt aggressive and uninviting. My mother was simply seeking clarity on the offerings, yet Shekemmia seemed uninterested in providing the necessary information, creating a frustrating experience for her.

I understand that working in customer service can be challenging, but as a paying customer, my mother did not deserve to be treated with such a lack of professionalism or courtesy. Having been a frequent patron of this Popeyes location for years, it is disheartening to witness a decline in the level of service that I have come to expect from this brand.

I contacted the store's manager, Felicia, who was understanding and seemed genuinely concerned about the issue. While I appreciated her willingness to address the situation, I believe that the behavior displayed by Shekemmia, especially in a direct customer-facing role, can potentially have a negative impact on the restaurant’s performance and customer satisfaction scores. As a former corporate leader, I understand how important it is for every team member to reflect a positive brand image, particularly in fast food environments where first impressions and customer interactions directly affect the business.

I also feel that Popeyes, as a company, prides itself on providing excellent customer service, and I can only imagine that CEO Joshua Kobza would not be pleased with this type of interaction between an employee and a paying customer. It is crucial that all team members, especially those working directly with customers, receive ongoing training in customer service best practices, including maintaining a positive, respectful attitude even in stressful situations. Training on effective communication, active listening, and how to handle customer inquiries professionally would go a long way in ensuring such negative experiences are avoided in the future.

In addition to reaching out to the store manager, I have also contacted the General Manager as well as Vijay Kumar, the Regional Operations Manager, to seek further directive on how this matter should be addressed. I trust that you will take this feedback seriously and consider implementing further training for Shekemmia and any other staff members who may benefit from customer service tips to ensure a positive experience for every guest.

Thank you for taking the time to review this situation, and I sincerely hope that future visits to this Popeyes location will reflect the high standards of service that I have come to associate...

It seems to be a known fact that this particular Popeyes location is notorious for providing bad customer service and consistently either giving the wrong products or completely forgetting to give someone their complete order. I came to this location today to pick up mobile orders for myself and my supervisor. I came through the drive thru and as I made my way to the window, I was told my order was ready, but my supervisors order was not ready so I was told to pull up. No problem, I pulled up and waited a couple minutes for someone to come out. The lady who comes out states they don’t have an order for my supervisor. I told her okay let me call her really quick to see what the issue may be. I call my supervisor, and she located the receipt so that she can send it to me for them to verify. As we are waiting another employee is rushing the one who is outside with me back inside. She then says “can you just come inside” fine no problem. I park, I go inside, I’m looked at but never acknowledged. All I’m wanting to do at this point is show them the receipt so they can see she placed the order. I see my order sitting on the pick up rack so I grab it and begin to go through it. The original employee at the window finally looks at the receipt continues to say they don’t have the order but goes to the computer to check. Eventually they find the order and begin to prepare it, no accountability no I’m sorry, all I get is a Popeyes cup handed to me and I’m told “go fix that Coke,” as if I’m employed with Popeyes. I grab the cup fix the drink for the order, and proceed to my food and ask for hot sauce and honey and I’m told “we don’t have none.” I understand that this is a fast food place, I was there during lunch hour, and I don’t expect perfect service. However when you have a customer who has been nothing but pleasant with you throughout the entire interaction and you still choose to have a disrespectful attitude and no customer service skills whatsoever, it’s frustrating. Not to mention the lady who came to my car was holding an entire conversation on her phone with someone during our interaction. I’ve ordered from this location a total of 4 times. This was my 4th and last time. Every time its always a bad experience. The food is either, incorrect, something’s missing, etc. I’ve been told several times by other people in this area how bad it is there and the only reason people are still eating there is because it’s the only one in Amite. I however will not be back under any circumstances. Hopefully things get better at this location, not every customer is trying to make employees days harder, some of us actually appreciate...

I came through the drive through today and was trying to use my mobile app and the person working the drive through asked me to get out of line and drive back around. I told her no. She said "we are on a timer and you are running our time up". I told her that I was trying to decide what i wanted and she once again INSISTED that I get out of line and drive back around even though at the time I was the only vehicle in line.

I asked may I pull up to the window for assistance. Someone in the background said tell her to pull up. When I got to the window, the young lady with thr patch over her eye looked at my app and you are at the wrong restaurant. My app had the last Popeyes that I are at last night in Mississippi being that I frequent Popeyes weekly. A young lady in a gray shirt came to the window and I believe she was a manager or shift leader because I am VERY familiar with Popeyes because I have family members that actually are General and Store Managers with the Popeyes chain.

I told them i was trying to order the 2 can dine for $12.99. I asked for 2 thighs and a leg and the young lad with the patch told me that i couldn't order it. I would have to take what they had. She yelled to the person fixing my ordrt that she could give me 2 legs and a thigh. I told asked her are you telling me that i can't get 2 thighs and a leg? She rudely tells me, we will gove you 2 thighs. She said since I couldn't get the app to work, she said either I order from the menu or get out of line.

I have never experienced the rudeness that was displayed by this...