Popeyes Louisiana Kitchen — Restaurant in Clinton Township

We were in the area for an appointment. We had always wanted to try Popeyes Chicken. We placed our order using the app, so we weren’t at the order-box holding up the line while we read the menu boards(never been to Popeyes). Checking out on the app, we chose ‘counter pick-up’. When we arrived the doors were locked! The signs indicated open for counter pick up, but not to eat in the lobby. We knocked on the doors, NO answers. We called the restaurant, NO answer by employee, only voice message. So we got into a VERY LONG line. Had we known we still would have needed to go through the line, we would have waited until AFFTER the appointment! At the sleeker box we said we ordered on the app, we were told to pull forward, so I guess they weren’t doing lobby pickups at all. We were in line for 50 MINUTES!! I understand that the pandemic has made things externally difficult. But 50 MINUTES!? Even being super busy and having longer wait times is understandable, IF...! IF there had been ANY sense of concern or urgency at all!! There was NONE! After ordering on the app! When the app and this specific location, online, state that COUNTER pickup is available, the signs ON THE DOORS even say so... then THERE SOULD BE COUNTER PICK UP!!! It’s very wrong to say it’s an option when it is NOT! While waiting in line, for almost a complete hour, I went online and read the reviews! After the reviews I was concerned that, even after the long wait, that we would only receive half our order! So when we FINALY arrived at the window we were prepared to check EVERYTHING! IF our order had been correct at the window, we would have been fine... but it WAS NOT! Our order even had our NAME ON IT! We told the kid our name. We also asked for honey.

1. He didn’t even know/see that we had ordered two drinks! While he filled those I checked the bag.
2. our fries & extra biscuits were missing.
3. when we asked for our missing items he said ‘out of fries’, we had to ask him to repeat himself a couple times, he spoke way too quietly. When we asked how long we were waiting on fries to cook, he said ‘arent any’. We asked for beans&rice to replace the fries we paid for. He seemed SO confused! I CAN NOT BELIVE that ALL the people who ordered fries weren’t getting any & were NOT EVEN told they weren’t getting them AND not even offered a replacement!! We said we paid for fries, can we get beans&rice in their place!? Also straws & our missing biscuit & some honey. He grabbed beans and a biscuit, we had to ask for straws & honey AGAIN. This kid seemed like he was dazed & showed NO sense of urgency,l or concern at al!! He Turkey didn’t even care and was moving super SLOW. Even being lined up with 45 minute wait times, If they had the orders correct at the window, it would have cut the 45 minutes in half AT LEAST! The chicken was REALLY GOOD! The biscuits were good. The beans were disappointing, but most likely because we anticipated SPICY FRIES for a whole 50 minutes while in the drive thru line. I WOULD LOVE Popeyes chicken again, may even go out of the way to have some, as there’s not a Popeyes in our area... but NOT the Roseville location, on Gratiot ave. I TRUELY hope that ALL the locations are...

Ordered through app. This is only the second time I have had my food delivered from here - I always go there, order through the app in the parking lot right before I walk in, then go in and tell them I want my food made fresh, and that I don't mind waiting. I'll start with this experience. I received 8 pieces of chicken instead of 10. The chicken itself was old and dry. I mean old. Former chef here, so I wouldn't say it was old unless it was obviously very old. Cold. I did not receive the large order of cajun fries that were supposed to come with my meal. I did receive the large mashed potatoes. Instead of the large fries, I received an additional small mashed potatoes. I used 800 points on the app to order a 6 pc wings dinner with a small mashed potatoes. Signature hot wings with buffalo sauce on the side. I also ordered and additional 6 wings a la carte the same way. Received 12 dry wings - no signature hot sauce on them, and a couple packets of buffalo sauce. ALL of the mashed potatoes were ICE COLD! I pulled out my $110 Thermapen thermometer (yes, former chef here) and temped the very center of the large mashed potatoes at 56 degrees, which is actually about 20 degrees under the outside temperature. How is this even possible????? $45 I spent. I will never, ever be ordering delivery from here again, if I order again from here at all. If I do order from here again, it's better to go order in person and wait an hour. Yes, an hour. The last time I ordered in person, I waited an hour. There were 3 Door Dash drivers and 3 other customers waiting nearly as long as me, despite not even ordering it mad fresh. All the while, the employees are talking and laughing back and forth, not doing their jobs. The first time I ordered through delivery (today was only the 2nd time ordering delivery), I never received any food. Apparently, my order was picked up incorrectly by some other driver. I waited nearly 2 hours, making 6 phone calls to the store, to Door Dash, and even to the numbers of the 2 additional drivers sent to get my "remake" order, only to be finally told that the order was picked up and that the store would not "remake" it. Ended up getting a full "refund" of the money charged to my credit card for the food I did not even receive. And, if you order from here and realize they messed up your order, forget about calling them. They don't answer. I let my call ring 31 times on the 2nd call I made before it was answered. After explaining that I had not received my food, I was told to call Door Dash and was hung up on while I was right in the middle of asking a question. And forget about calling Door Dash. They'll tell you to call the store because you ordered through their (the store's) app. Just horrible. Like I said, better to order in person and wait - a long, long...

UPDATE: The "canned" response is a joke. You can see it's the same on most of the reviews with responses:

"Thank you for being a valued customer and for taking the time to share your feedback. We strive to provide the best restaurant experience and are sorry to hear that your visit did not fully meet your expectations. We hope to have the opportunity to serve you better in the future."

Zero stars should be an option here.

I placed an order using the mobile app. When I arrived to pick it up (7:30 p.m.), I was informed that they were out of spicy tenders. I agreed to regular tenders as a substitute. Then, I was informed that they were out of boneless wings. They offered to substitute with some additional tenders. I reluctantly said yes.

When the young lady started bagging up my order, I asked if I could check through the order first. She seemed frustrated but brought all the items to the front counter. I checked it out and asked about the sauces I ordered. She informed me they were out of the sauces I requested.

I was frustrated and asked if we could cancel the order. She said they had nothing to do with the app, so I asked why they accepted orders from the app. She responded by grabbing the three bags of sides and "whipped" them at the back counter and walked to the back of the store. I stood there thinking she was coming back when someone I assumed was the manager asked if I had been helped or needed help. I explained what had just happened. She advised me to cancel the order and get my refund on the app.

The main part of my order was unavailable, and I was trying to be accommodating to the multiple substitutions they offered. It would have been very easy for her to say she was sorry they could not complete my order and that I would have to go back to the app to resolve my refund request. Instead, she had a little meltdown, throwing food and acting like a small child. This can all be verified by a review of the video footage from 7:30 p.m. to about 7:45 p.m. on December 9, 2024.

I am still waiting for a response about my refund and, needless to say, I will never return to...