Popeyes Louisiana Kitchen — Restaurant in Fayetteville

This was the absolute worst customer service experience I have ever had in a restaurant! I ordered our food online for pick up because of COVID-19 and didn't want to go into the store. I ordered it at 6:45 and the app said it would be ready at 7:10. I got there at 7:05, went to the drive up and sat at the drive thru kiosk for 5 minutes and no one ever came on so I drove around to the window. I told the lady I had an online order for pick up and she said "Whats your name?" and the told me to pull up and wait. I pulled up, waited 15-20 min and whenI saw that 3 cars had come through the drive through behind me and left as well as 4 people in the lobby and all had their food I decided to go in. I asked to speak to the manager and explained what was going on. She said "we don't have an order for you." I showed her my digital receipt on the popeyes app and said did I would have to wait. So, I waited another 15 minutes (now we are at 45 min total). The manager called her boss and explained what was going on. She was told to give me her number and to call her. Her name is Patrina Murphy. I explained what was going on and this is where things went from bad to worst. She told me that there was NOTHING she could do and that my only recourse was to contact whatever company that I paid for my food through and ask for a refund. I told her that I paid for it through the Popeye's app and she said that's a third party app and its not our problem. I asked her if they could just give me my food since I had a receipt and she said "No, if I were to do that then we would not get paid for the food and we would be out the money so you need to ask whoever you paid for the with for a refund." I told her it was the worst experience I had had and she needed to learn better customer service skills. Then I hung up. I had to repay for our order all over again and when I got home, the order was WRONG! No spicy chicken like I had asked for. I filed a complaint with the customer service number and they had Patrina Murphy call me again and she didn't even realize it was the same person she had talked to before. When I reminded her she once again said "oh yeah, there i NOTHING we can do."

Oh yes, and despite the NC Governors mandate to wear masks, the employees at the Gillespie Street location were either not wearing masks, wearing them half on their mouth or not wearing them at all. They were around their neck. Love how they don't take customer service seriously but they also don't take the pandemic seriously as well. Will definitely be following up with...

Had major issues at the drive thru!!! The first issue was with the young lady taking my order. She kept cutting me off and appearing to leave the microphone. Next, she claimed she could not give me my military discount because the manager was wandering around, and she didn't have her manager's card. Waited about ten minutes and was asked to pull up. I asked, since we now have to wait, if she could give me my discount. The employee said no because I had already paid. I asked to speak to the manager. I pulled up and waited another 15 minutes. Finally, the same young lady comes out , not the manager. She tells me they are short staffed and the manager is busy. I stated, "Too busy to speak to a customer with an issue? " She goes back in, during which time my wife checks our order and discovers it is not complete. Another woman (whom i assumed was the manager) comes out with a young man. I proceeded to explain our issues. The young man said they are short staffed, and she states they can't give a discount after a customer has paid. I stated I showed my ID and informed the young lady before I paid. Then, three or four more employees came out along with another woman, whom by the way, acted more like a manager. She asked what my issues were, and I explained and showed her my receipt. She took the receipt and went back inside. Ten minutes later, the young lady who took our initial order came out with the rest of the order, plus four additional pieces of chicken. Mind you, my order was already for a ten piece family bundle, so more chicken wasn't needed or wanted. This location is a total mess!!! My wife and I have vowed NEVER to return there again. My experience was so bad that I plan to contact their corporate office tomorrow and file a formal complaint. On top of everything else, you could see 2 kids in the restaurant wrestling who appear to belong to one of the employees because the 2nd lady kept coming out trying to make them behave and no other parents were around. This location...

I visited the Popeyes restaurant in Fayetteville on Gillespie Street today. I was car #7 in line and the wait was so long until I decided to place a mobile order instead. I actually had enough time to set up my account for the first time, place my order, pay for my order and was still the second car in line waiting to order. The mobile app stated that I could pick up my order at the drive-thru by informing the employee of my order number. Well of course that didn't work out. I was told by the employee that all pick up orders had to be picked up inside of the restaurant. I stated what I read online and he stated that it was Popeye's policy to have all mobile orders picked up inside so the cameras could see the person who is picking up the order. I asked for the order to be canceled and was told I needed to do that on the app. I called Popeyes customer service and informed them and was told that there was no such policy. I contacted the restaurant and asked to speak with the manager who informed me that for an individual customer order it could indeed be picked up at the drive-thru only third-party orders needed to be picked up inside of the restaurant. I told the manager that I was still at the restaurant. You would think the manager would have offered to bring the order out but she apologized and stated she was sorry and she would speak with her employees. I don't know why I still expected decent customer service from this place.The bottom line is that I have patronized this particular restaurant for years and I have always been dissatisfied with their wait times, their service, and the availability of menu items. They are always out of something and I am always surprised when I am able to actually have what I want. I am tired of making changes to accommodate this restaurant and I decided today no more. I am done with this particular location. It is clear they have no appreciation for their customers and I will no longer tolerate this....