Popeyes Louisiana Kitchen — Restaurant in Castroville

Let me start by saying that perhaps this isn't the norm here but it was our first and sadly last. I ordered our food for dine-in through the app. When we arrived 10 minutes later, we were told it would be a five minute wait. No problem as that meant fresh. The young lady gave us our cups and we had a seat. We saw the kitchen staff hustling and one of the counter persons was doing the same. Take out customers began to accumulate as the one counter person expediting orders to outside, putting together take out orders was insufficient for the current need. After 15 more minutes my husband went up to see if ours was ready. The cup giving lady said she needed to see our receipt. (Suggesting what??) So, I took my phone with the app and showed her my order number. She didn't even look to see what was on the order. She went to the prep counter and found our crumpled up receipt. She gathered up the items and handed the food to me, no napkins. There are now 5 new take out customers waiting. I had to go back to the counter as the side was wrong. When told she responded with, "I gave you what was on the receipt. You can buy an additional small cole slaw if you want to." So, after basically calling us liars, throwing our order away, making us wait almost 30 minutes, a small cole slaw THAT WE ORDERED AND PAID FOR is too much for you to comp?! She said, "I can get my manager." She was gone for a minute explaining the situation to her manager. So, the manager comes out and doesn't need to hear how she can help, just says, "Since you paid in the app, we gave you what printed so I can give you a small cole slaw BUT you're going to have to pay for it." Um, so you're basically not doing ANYTHING to improve this disaster AND showing all waiting customers you suck too. Brilliant. Would not recommend to anyone if you want service OR what you ordered. The manager and counter person may have been related I suppose. Again, kitchen and the one counter person had a clue but management...

The fact that this store let it’s employee’s take all of the paring spots in front of the doors was a dead give away that things were going to be terrible. If you don’t understand why that could be an issue it goes to show that basic customer services skills have been lost. I see the same trash at HEB.

They open at 10am. I waited then placed an app order at 10:19 for PICKUP “right now” knowing that they really mean in 10-15 and specifically to allow the store time to open and get their workflows in progress. Having been to other chicken retailers I understand they don’t generally have any food at all at opening. That is business decision that must generally work for them.

Arrived just after 10:30, standing at the counter and several employees made eye contact but no interaction. Must not be “their job” to speak to customers. Eventually the woman I assume to be the shift lead or manager saw me and announced that they would have no food for 30-45 minutes because “the truck was late this morning.” This goes back to customer service, no greeting or inquiry on helping the customer, just verbal diarrhea which was at least helpful however.

Told her I had an online order and I’d like to cancel it since they hadn’t even dropped any food yet. Was informed that the order would auto-cancel after X minutes of not being picked up. Left empty handed. Apparently this store either operates down to zero inventory or it takes the entire staff to unload and store their deliveries or even more likely the staff who don’t have “unload deliveries” on their job duties sit around and wait instead of perhaps prepping or making sides. Such is...

I dont often write reviews, but after coming to this popeyes frequently enough and having multiple bad experiences, I figured it was due a review.

I'll start by saying that numerous times I've been here and asked for spicy tenders, they either aren't available or give me non spicy tenders. I don't know what the confusion is, but they can never seem to give you what you ask for.

I've also come in and gotten undercooked or overcooked chicken being extremely chewy or having an odd texture to it.

Another issue I have is asking for fries. Many times me and my coworkers will upsize the fries we order. Often this results in the order having a miniscule amount, not getting what you would expect to receive.

Condiments also seem to be a conundrum for them. Often when getting ketchup packets, they are covered in honey making it a mess to use them. I dont know how on earth this happens, but it's makes getting ketchup a complete mess.

I've also been to this location and seen multiple booths broken with chairs on the table as they arent fit for eating at. Many of these booths have been in such condition for months. It boggles my mind that something so simple takes so long to get fixed.

Anyway, I recently came in and there were no paper towels in the bathroom to dry my hands.

Many of these issues may be due to an understaffing issue as things often take a long time to get/order. But whatever the case, some changes need to be made because this location is just not up to par.

They also bribe customers for 5 star reviews by give a free two dollar pie. I assume this is why they have the majority of the 5 star reviews...