Popeyes Louisiana Kitchen — Restaurant in Eagle Pass

Unfair Treatment of Customers and Staff – Request for Accountability

To Whom It May Concern,

I recently drove 60 miles to a Popeyes location with the intent of enjoying a meal I specifically customized. According to the app and in-store signage, customers are encouraged to customize their orders in person—which is exactly what I did. I requested dark meat, a standard selection and clearly listed option, not a substitution.

Despite this, I was told by the manager that they could not accommodate the request. Even after calmly showing that the fine print only prohibits substitutions—not standard selections—I was informed my order would take 20 minutes. It felt as though I was being penalized simply for knowing and advocating for what the policy allows.

What’s even more concerning is that I later learned employees who had previously tried to honor this same customer request were reprimanded and had their hours cut. This kind of retaliation against staff for simply trying to provide good service is unacceptable. It punishes both workers and customers, and it creates a culture of fear and resentment—completely contrary to the values Popeyes claims to uphold.

I’m raising this issue not just on behalf of myself, but also on behalf of the employees who deserve support, not punishment, for doing the right thing. I respectfully urge Popeyes corporate to: • Clarify and enforce its customization policy across all locations • Protect staff from retaliation when following company policy • Ensure that customers are not made to feel like an inconvenience for expecting the service your brand promotes

I hope this is taken seriously. Customers and employees alike deserve better.

Sincerely, [A Concerned and...

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