Popeyes Louisiana Kitchen — Restaurant in Collierville

Hello, I have been debating on providing feedback the first time I went to the Popeyes in Collierville, but the second visit was even worse therefore it needs to be heard. The first time (7/29/20) at 8:08pm I ordered on the app (they close at 9 or 10pm), I waited about 20 minutes in my vehicle for my food when I noticed the drive thru line was moving really quick and the car I would have been behind had left 10 minutes ago. I then decided to go inside to ask if there was an issue with my order on the app, the doors were locked but there was people inside. This one employee happen to come outside and delivery a drive thru order and she went back inside and tried to not let me inside, she asked a manager at the front cashier about my order and came back to me outside the door and said we will bring your order right out. I asked if I could wait inside and she allowed me inside. The whole time the manager was looking at me with a mad face and told me she had so many orders in front of me and I said that's fine. Although I had been waiting outside already. The whole additional 20 minutes I waited inside you could hear the whole crew gripping about how more people were coming to the drive thru. In the lobby you could hear when someone was ordering from outside, the person asked for a chicken sandwich and the manager yelled "tell them there is no more chicken sandwiches" when they said they still had some, and the girl would repeat what the manager said. Then they would continue huffing and puffing. Again another person came by and asked for the same thing and once again the manager yelled and the girl repeated to the customer. Again the negativity continued in front of me and other customers in the lobby. I felt disgusted and almost wanted to share the the employee that it would be nice if she had a positive attitude when working in customer service. But I held my tongue. The 2nd incident (9/4/20) I went through the drive thru with my three nieces/nephews excited to try the chicken sandwich at 3pm. I am going to be honest, I was a little nervous going there because I hoped to not be lied to or did not want to get a bad attitude from anyone there due to my bad experience . I even told the kids "I hope they are not rude" before arriving. I drove up and was told to hold. 5 minutes later I was asked to order, I asked for the chicken sandwich combo and she responds really fast "there aint no mo" Since I was not exactly sure what she said, I said " you do not have chicken sandwiches?" and the girl responded very loud "NAW". The kids asked me, "Did she just yell "NAW" I said yes she did. I honestly was speechless and drove away. I felt the negative vibes and was so upset. I saw it coming. I have always worked in customer service therefore I watch everything, I wish upper management would take a look or visit that facility. Collierville is one of the best areas in town and I can assure you Popeyes is the not representing Collierville as it should. This has been the only place in Collierville I have encountered such negativity, rudeness, and disrespect. I will not be returning and will make sure to let my friends/families know not to return. Luckily there are more Popeyes in the area with much better service. Please let me know the actions that will be taken...

Dear Popeyes Corporate Team,

I'm writing to formally express my extreme disappointment with the service I received today at your Collierville, TN location (1105 West Poplar Avenue). According to my receipt, the manager on duty was Keyonnia (1825).

Unfortunately, this was by far the worst experience I’ve had at any Popeyes location—and I’m a long-time customer who has visited this particular store on several occasions. I’ve noticed that when certain managers are working, the service is organized and efficient. But every time Keyonnia is present, the experience is chaotic, food availability is limited, and the customer service is unacceptable. Today confirmed that this is a recurring issue.

Here’s what happened:

At approximately 4:46 p.m. on April 12, I arrived at the drive-thru. No one responded at the speaker for several minutes, so I eventually pulled up to the window where I saw a team member doing nothing. When I asked if they were open, she said yes. I then circled back to the speaker to place my order.

Before I could begin, I was told they were only accepting cards—no problem. I tried to place an order for a family meal (as I was feeding five people), and I was informed that only spicy chicken was available for the rest of the night. This was at 4:45 p.m., which I find unacceptable for a dinner rush. I asked if I could wait for mild chicken to be prepared, but the manager said, “This is all we’re going to have for the rest of the night.” I reluctantly proceeded with the spicy option.

When I reached the window, the employee handed me the food without eye contact or a greeting and failed to give me a receipt. The sides were wrong (I ordered Cajun rice and received macaroni and cheese), and when I tried to clarify, she refused to engage with me directly and spoke through another staff member. Eventually, I received the correct side, again with attitude and zero professionalism.

It got worse. I also ordered strawberry cream cheese pies, but they were missing. When I asked about them, she said, “I didn’t forget—I didn’t ring them up.” Since I didn’t receive a receipt, I asked her to check it. Her response? “I know how to read.” That tone and level of disrespect is completely unacceptable from anyone, let alone a manager.

At that point, I no longer trusted her, so I asked another team member to handle the payment for the pies. He did, and I received them.

Before leaving, I told her I would not be returning to this location, and I meant it. While Popeyes has been one of my wife’s favorite places for years, this was the last straw. Collierville is a great community, and this store should reflect that standard—not be a source of constant frustration.

I will be leaving a Google review and sharing this experience publicly until this issue is properly addressed. Your brand deserves better representation, and your customers deserve...

This is a very toxic restaurant regarding its service and atmosphere. We went there at noon on a Saturday because they had recently sent us coupons for a ten piece mixed chicken meal with 2 large side orders and 5 biscuits for 21.99 plus taxes. There was nobody in front of us, so we immediately placed our order. We asked the lady who took our order if it was possible to have more thighs and less wings for our order. She then asked her manager, a young white gentleman (Will?) to talk to us. Will told us absolutely NOT since there were “set pieces “ for the special. We asked what the set pieces were n he said 2 wings, 2 breasts, 3 legs n 3 thighs. He was apparently in a foul mood because he was very rude in his response. We told him the set pieces were fine with us. The lady then told this big tall young black gentleman who was completing orders that we would like to have more thighs n less wings in our order. He looked very annoyed. As soon as we paid for our order, we heard the manager started yelling at his workers including the guy who was preparing our order. All of a sudden, every body who worked inside the kitchen were screaming n yelling at each other. Very scary! All customers there were shocked. After only a few minutes, the tall black guy gestured at me that our order was ready. I checked n noticed that the five biscuits included in my order were missing. I told him n he went to get them. I then found there were 3 wings instead of the two in the set pieces their manager told us. I politely asked him if he would mind exchanging one wing for a thigh. He was very irritated by now, turned around n took out 2 wings n put back only one thigh. I told him n he put another thigh. We were supposed to eat there but by now we did not feel safe to stay there. When we went home, we found we only got 9 pieces of chicken. Now the fried chickens were actually pretty good except the 2 breasts were bone dried n inedible. The two side orders were tiny n not even filled up in their containers. In short, unless whoever own this franchise in Collierville, TN will make some serious improvements on this Popeyes, with the current economy n fierce competition from other fried chicken restaurants, their future may be doomed. That would sad since this used to be a...