Popeyes Louisiana Kitchen — Restaurant in Fairburn

My husband, daughter, and I went through the drive up this past Saturday. No one was in line so we were able to quickly order and drive around. Once we got to the window, I handed her my card and waited for about 5 mins. During that time the cashier had her AirPods in her ear and was on her phone. It made me uncomfortable because she had my card and I was concerned that she might be trying to get my card information. She then called another person over to look at the screen and then that person walked away (assuming it was a manager). She opened the door back up to give us our drinks but still had my card and closed the door back and went back to her phone. At this point we assumed there was something wrong with the register but she didn’t say anything. She then open the door back up and handed us the bag of food. At that point she was about to close the door back when I asked her was there a problem and she stated the system went down. We waited a few moments longer and checked our food while we waited and also grabbing bites out of the box. While doing that, the lady prior came back to the register and open the door and said rudely “Do you have cash on you cause our system down.” I let her know that I did not and she proceeded to say “Well you have to give us the food back.” I told her we had already opened the food and that our daughter had already started eating the food. She said “Well just let her keep hers then but you have to give us the rest back because I can’t give you that much free food.” We gave her the food back and she then decided to give me the card back. I then wondered were they going to just throw the food away since we had already put our hands in the food or just take it out and give it to the next person. Either way it was going to be wasted food that they were throwing away or unsanitary because they would give it to someone else. The customer service was horrible, they didn’t communicate well, and the girl at the register was more attentive to her phone then to providing good customer service. I felt the second lady (possibly the manager) was not trying to be understanding of our wait time and lack of communication in what...

This location has been a mess since day one. It’s always backed up, never stocked properly, and the customer service is usually terrible.

Tonight was especially frustrating. I placed a mobile order at 8:00 PM and arrived at the store by 8:15, only to be told there would be a 45-minute to 1-hour wait for my food. I was then told if I wanted to cancel the order, I’d have to do it through the app — which is ridiculous. Why can’t the store cancel it directly?

When I asked for help, the young man at the front counter told me his manager would have to assist me. I agreed to wait and mentioned that this was my first time using the app and I wasn’t sure how to cancel it. While I was trying to sort it out, the employee told his manager not to bag my food because I “wanted to cancel,” even though I had just said that if they could make the food now, I’d still take it.

When I questioned him, he looked at me and said, “That’s not my problem.” Seriously? Then he continued laughing and said again, “Yup, still not my problem.” That’s completely unprofessional and unacceptable behavior.

Thankfully, the manager eventually came to the front and did try to help me cancel the order through the app. I appreciated her effort — this complaint is not about her.

I understand how food service works — I’ve worked in fast food myself. I know things can get backed up and systems have limitations. But what I won’t accept is the lack of respect and accountability from staff like this young man. The bigger issue here is not just delays or low stock — it’s the poor attitude and lack of basic customer service from employees who clearly don’t want to be there.

Do better, Popeyes. This location needs a...

On 7/28 I visited the store for the first time. My experience was terrible. I ordered food through the drive thru. The drive thru girl was so out of sync with what she was doing, she didn’t know my order. After I told her what I ordered, paid, I asked for a cup holder (I think she got mad because I asked). She told me to pull up to the next window to wait on my food. I noticed after 7 minutes went by, no one came to bring me the food. I parked my car and went inside. Before I could say anything, the woman at the front counter asked if I had the popcorn shrimp and then handed me my food that was packed up on the counter. I took the food to my car and tasted it, the fries were stale and the popcorn shrimp was cold. At that point I took the food back in to the restaurant and asked for a refund. When the manager asked what happened and why I was seeking a refund, I told him that the lady in the drive thru had me to pull up and wait as if they was cooking my food. When I did receive my food it was cold and asked him, what was the purpose of having me to pull up? He had no answers. It’s so much bad energy in that restaurant, laziness where people don’t want to work or do their jobs proficiently. That second drive thru window space was so cluttered and nasty, I remembered seeing that and saying to myself that they would be dead wrong to pass someone food out of that area/window. A drive thru full of cars where none of the food is freshly cooked. I filled out the survey on the receipt and I will never spend my money there again. ah...