Popeyes Louisiana Kitchen — Restaurant in Huntsville

I was very disappointed with this location. We are in Huntsville attending the funeral of a close family member tomorrow, so we ordered a family meal online via the Popeyes app thinking it would easier. Mistake #1. My husband went inside to pick up the order only to find out the order had not been made. The Manager Quetta advised that we need to pay additional money because our family meal had white meat. The order was already about $30. Also, on the app I had already paid an additional charge for upgrading to mac & cheese. My husband explained all of this. The Manager Quetta advised that her boss told her to charge an additional fee on all online orders that have white meat. She advised that the Popeyes app is a third party app and it has no affiliation with their store and they only get paid once a month from them. Therefore, we had to pay the extra money or she will not fulfill the order. My husband declined to pay. The manager advised that most people usually don’t argue and they just agree to pay additional fees to get their order. My husband told Manager Quetta that he was not paying a dime more. I was outside in the car and overheard everything on the phone; so I walked inside of the store to join my husband. I listened to the manager and I explained that we did not order any additional breasts. We ordered a family meal and we were able to customize our food on the app and no other applicable charges was added. Therefore, I did not understand why she had taken it upon herself to apply additional charges that did not apply to my order. The manager did not seem willing to listen to any rational reasoning, so we then asked her for a refund. She explained that she had no control over that and I would have to deal with the third party app to get a refund. I was confused about this. The manager advised that she had the ability to charge more on the order but she did not have the ability to cancel the order. My husband and I found it strange that she could charge more but not cancel anything. In the future, I think this location needs to put a notice to all customers on their lobby doors and drive thru to alert customers to the new policy they have at their location in regards to online orders. The notice should explicitly say that more fees will be added on all online orders in store during pickup. Also, the company Popeyes should list a disclaimer on their website as well, so customers should be aware prior to ordering. I will be contacting corporate to voice my concern regarding this as well. I attached a picture of my online order...

We have given this location chance after chance with everything from wrong orders, items missing from our orders, sloppily put together food & rude staff. After today, we will never be back again. We ordered every one of the new pickle themed items, cautiously excited to try them. The sandwich was slopped together with just bread, chicken & a tiny bit of sauce (and i mean a tiny bit, the bread had soaked it up & the sandwich was STILL dry!). I thought more came on it like pickles & mayo. I was told nothing else came on it & that the sandwich was made how it's supposed to be. This is a lie. I was wrong about the mayo, but there are supposed to be pickles. And...Im sure enough sauce that the sandwich isnt dry. The wings had a tiny bit of sauce as well that was watered down by pure grease. We called & were argued with over the phone, but were told that they would remake everything if we brought it back. I took it back. And....was still argued with that we "just didn't like it." Absolutely not the case. I attempted to show them everything & asked if they would eat this slop themselves...they didn't even look at the food BUT proceeded to tell me, "That's how it's supposed to be." AFTER the continued gaslighting, I decided I didn't want my order remade, that I'd just take a refund & go. One of the women proceeded to tell me that refunds couldnt be processed because I had ordered through their app, which according to them, is a 3rd party like one of the popular delivery apps. Makes no sense, but ok. Then someone else popped up & said that one of the other managers said that I could not be refunded period & my only option was to have food remade or nothing. At this point I informed them I would be calling corporate & left. I sat in my car & was trying to find the number to corporate, when I pulled up the app. My money was refunded in minutes through the chat bot when I reported the food as "not up to par." I'm more angry at the gaslighting done by the 2 ladies that said they were the managers. I try to be patient with everyone, but especially fast food workers because I know they are given a hard time with little to no cause. They gave cause for me today & I will...

I went inside to buy some food, but everyone was too busy to take my order, even though they walked by the registers several times. I ended up having to walk out without food. ............ I decided to give the app another try to see if it wasn't just a glitch that day. After placing my order and paying for it, I showed up at the restaurant only to find out it had closed early. I don't understand why the app would allow a person to place an order when they knew it could not be picked up. This restaurant deserves the one star I am giving it. The lesson is - never use the app for this restaurant. Luckily, the app made it easy to get a refund, but can't replace the time stolen from me. .................... This visit was much different. I used the app and got an email confirmation, but the restaurant did not get it until 20 minutes later. I waited at the restaurant for 35 minutes for my order while folks who walked in got their orders in about 10 minutes. I don't think I'll be using the app in the future. ................. The restaurant was clean, and the staff was cheerful and polite. It took 10 minutes from walking in the door to getting my 8-piece chicken box with biscuits and red beans and rice side. The food was as expected...