Popeyes Louisiana Kitchen — Restaurant in Berwyn

So let me say this is the only popeyes location I go to because in the past I've always liked it and never had any problems. This last time I went is probably the worse customer service I've ever experienced! So I ordered on the mobile app, when I get to the store to pick up my food, the lady at the window is telling me my order was canceled and that I need to order it another time. But she isnt telling me why or how it was canceled and I let her know that my card was still charged. After closing the window on me a few times she tells me to come inside. I go inside and the manager Ali told me his employee canceled my order and that sometimes they get confused and press the wrong button. They had me order again and pay again, assuring me that since they canceled the order on their end, it would not go through. My card was still charged for the mobile order that they couldn't give me because it was canceled by a employee who never even apologized or told me she made a mistake which i would have understood. A few days later we go in to let them know we were in fact charged for that order and the manager on shift was nice and understanding, but she told us that they cannot cancel orders... So which is it? Because I have two managers telling me two different things. She did help us go through the app so we could get some help for this problem. Later on they emailed me offering me $5 off my next order.... THEY TOOK $24! For food that I did not receive. Food that they were refusing me because it was "canceled" Literally took my money and gave me nothing. In the end they made me spend even more money since I had to...

Where do I start? First of all….HORRIBLE experience from start to finish.

Drive through line was extremely long and SLOW, extending out into busy traffic on Cermak Rd.

Drive thru speaker is HORRIBLE. I had to repeat my order 3 times and the sound quality back to me was broken up and staticky. Drive thru menu has handwritten menu options for drinks. VERY UNPROFESSIONAL.

The name on the receipt is Rocio. Window service was VERY unprofessional. I got only one of the two drinks I ordered and had to ask for the second one. Neither one had ice and they were flat. I ordered lemonade and got Sprite. I was told there’d be a 10 minute wait for nuggets (it was more like 20) and I was asked to pull into a parking spot that I could not access with such a busy line (another car waiting in front of me and one directly behind me and a car trying to turn out of the lot). As I was explaining this to the window person, she slammed the window on me. I waited for nuggets.

When my food was FINALLY brought out to me, items were missing (fries and biscuit). When I told this to the employee that brought the food out, her response was “Uuuh, the person who takes the order is different than the person who fills them”. Absolutely no attempt to make things right.

Get home and the quality of the food matched the entire experience……HORRIBLE. Soggy chicken sandwich and nuggets.

This location seriously needs new Management and an overhaul of their employee...

⚠️ 📢 🚨 BUYER BEWARE , We stay in the area, and this place has just taken a complete nose dive. It was great in the early 2000s now the crew and management team has absolutely no care for the customers they carry an attitude for everything if you order in store and Drive tru, its very upsetting that POPEYES INC . had hired the lowest of the low when it comes to customer satisfaction they never fail when it comes to giving you EVERYTHING you payed for sometimes these meals are $50 some dollars. The sanitation of this place in incredibly disgusting 🫣 clearly on the floor when it comes to the staffs attire and just way of being they have hired premature and immature personnel they laugh in your face if they give you the wrong order they basically taunt you! Just to see what the manager will do, when that person steps up to address the situation, they have the worst customer service. I will be making a phone call to the sanitation department its very disturbing to know that the bucket of cleaning supplies stand untop of the lemonade bucket that they serve. I would love to see this place thrive and be the best in the community. It's a shame to see it so...