Popeyes Louisiana Kitchen — Restaurant in Charlotte

I really love the food, location, culture, and atmosphere here. I enjoy hot fried chicken tenders, french fries, spicy food, and biscuits. Prices are reasonable for food provided. I frequent this location OFTEN, and I would easily be giving a five-star review here for the food alone - were it not not for three largely annoying issues that are inconsistent, yet do seem to persist from time to time. 1) WAIT TIMES: Sometimes they're quick, but sometimes they are quite overlong when the restaurant isn't even that overcrowded. Following long waits, I am often served cold food. 2) STAFF: The staff here is polite and usually responsive, but also noticeably unapologetic for anything that they personally don't believe is their fault. Staff often seems very stressed/overworked and this location could benefit quite a bit from hiring several more people. 3) THE DRINK MACHINE... On several visits, I've ordered my food, only to immediately find that their soft drink machine is OUT OF EVERYTHING (including ice) AFTER I have already paid for an order that includes a refillable drink...If someone orders a refillable drink, and you are out of everything besides tea/water/lemonade, this is something that you really need to tell the customer BEFORE they pay for said drink. The drink machine here is a convenient computerized selection type, but this one clearly needs to be replaced, as it has been broken on at least four of my visits to this location, and often does not get fixed for more than several days. Sometimes,if it's not out, it may still only have 1/2-1/3 of its soda options available, which is very frustrating. When a 21st century soda fountain machine is out more often than a 90s McDonald’s one, it's time to replace it. However, they won't replace it. This to me is the biggest issue, because I really like to have a nice Coke a Cola with my chicken, and often can't at this location, because Coke is almost always the first drink to run out. Yet I am never, EVER, informed of this until AFTER I have paid and they have my money. These issues tend to occur, in some degree, 1 out of every 4-5 times I visit here. Sometimes, they don't occur at all, and I have a 5-star visit, but consistency is key. Yet, I do keep visiting, so I definitely do like...

Customer service was poor...

HERE'S WHY:

(My experience) I stopped here for lunch and ordered to go from the inside after a shopping spree, it took around 10 to less than 20 minutes for the employees to bring me my food. I asked for a Chicken Sandwich w/ no pickles, add cheese, mayo, and bacon. I received the sandwich but no bacon. Instead of adding bacon strips to my sandwich by the register, one of the worker's told me to have a seat and she'll give me the bacon. I was like "Okaaayyy... sure..." with a puzzled face. After a few minutes of waiting on a table, near the register where they can see me, I just eventually decided to get up and leave, even though I paid for the added bacon; well they can consider that my tip. I've already spent more than 20 minutes indoors. Perhaps for the best because I should layoff the bacon for my health.

(The store's environment) When I first walked in, one of the workers was having an attitude, it sounded to me that her shift was done and was supposed to leave. A few customers who were in line in front of me decided to leave, presumably to eat elsewhere. I saw a few employees walk outside the door and walk back in after a few minutes and we customers were like “where are they going?” I saw one worker toss a scrap of paper from the register to a trash bin near the drive through. I saw the sanitation rating was 96.5.

(My opinion) I think the service was ridiculously slow for a fast food restaurant store, much slower than a Cracker Barrel I've been to in Florida a long time ago. Apart from all that the food is good, it's just I may not come here again until everything in terms of performance and...

ATTN CORPORATE OFFICE: Always waiting on food a long time, staff overall is very unprofessional. No one hustles there like at any other fast food restaurant. I avoid this location as much as possible. LAST visit 11/15 4:30PM was MUCH WORSE. I will not ever go back to that location!!!! 10 People were waiting over 30 mins for food. Cashier was combative and trying to fight a customer when a mother wanted her money back after waiting 25 mins for food, for her family. She then waited another 20 mins for the manager in training to figure out how to find her order and issue the refund. During that time the manager came out to address the mother by giving her food to a random customer instead of apologizing for the wait and giving HER THE FOOD SHE ORDERED 30 MINS AGO. He stormed out right after. One word for my 2nd visit MORTIFYING! My blood pressure literally went up from observing everything. Middle aged man Manager needs to get fired IMMEDIATELY. HE stormed out and left the restaurant after his staff was behind on food. He should have stayed to help get his team back on track. Also witnesssed delivery drivers having to stand on line to get their food delivery order and THEN they start making that food, so those customers are waiting over an hour plus to get food because the restauarant made a personal policy not to prepare to go orders to be ready for pick up. I guess they forget that to go order customers are also customers. Poor management = poor staff = Poor service = folks will stop wasting their money and time. I know after today I will. I also saw 6 ppl walk out tired of waiting. Money and customers lost due to...