Popeyes Louisiana Kitchen — Restaurant in Louisville

A few hours ago I spent $63 for a 16 piece family meal and a 2 piece combo. Within minutes of leaving I realized I didn't receive the 2 piece. I called them, and they apologized and told me they would replace it. Traffic was heavy, so I said I would return later. Once I got home, I opened the box and realized the 16 piece I paid for is really an 8 piece. I called they again, they person on the phone was nice and said she would make it right. I took pictures so she would know I wasn't lying. So I returned after 7pm. The lobby doors were locked, so I had to get in the long, slow drive through line. Finally I was at the speaker. Told them my name, and they said pull to the window. I asked for the name of the person who was supposed to help. I repeated my issue. She disappeared for a moment and then returned with the 2 piece (without fries). She told me she was instructed to only give me the 2 piece. So I spent $63 to get less then my order, make a second trip just to give ripped off again. I didn't ask for anything extra. I just wanted exactly what I paid for. Apparently, someone is trying to increase their profit margin by charging full price, but giving less than the full order. Considering the other reviews, this is a pattern and practice of this location. I'm not sure if this is poor site leadership, lack of corporate oversight, or something far more nefarious. Is this part of Popeyes training? Is this the expectation that employees behave this way? Clearly, the location is desperately in need of leadership change, customer service training, and I guess someone needs to discuss the importance of giving customers what they paid for. Based on the other comments, corporate guidance and/or ownership accountability is grossly negligent. Off to file fraud charges, since I didn't get what I paid for....

This was the third time I have visited this location. It will also be my last. The first and third time they were out of the Boneless Wings / nuggets. Which is hard to believe considering there's a special going on right now. The second time they closed early with no notification. So about my third time... Not only were they out of what I wanted but when I went to order I had to do it three times. I pulled up in the drive thru and the girl on the speaker greeted me and told me to go ahead with my order. At first I ordered the boneless wings which they were out of so I placed a different order. When I got no response from her I said "Are you still there?" She said to give her a minute. Let's just say it was longer than a minute but less than 10. When she came back she told me to go ahead with my order so once again I gave her my order. Again I got no response. I again asked if she was there. She responded with "could you repeat your order" I said " If you're really there and you're going to take my order this time then yes." I place my order again she gave me a total and I drove up. She told me my total at the window and I asked her to repeat the order so I couldn't make sure that it was right. She did so I gave her my card. As she handed me my food she once again asked me what kind of sauce I wanted so for the 4th time I told her. This is very frustrating and the reason I will not be back . I don't understand why customer service is so hard these days. I just wanted to pick up my food and go home. Maybe someday training and employees carrying about the customer will change in a positive direction. Hope others have a better...

1/5 stars.

We went to this Popeyes to pick up a mobile app order, and the experience was beyond frustrating. When we arrived at the drive-thru and gave my name, the employee told us to “verify the location” and then said, “they already gave that order out.” Just like that. No apology, no solution. We pulled around to the window to clarify, thinking surely this was a misunderstanding.

At the window, the employee repeated the same thing—“they already gave that order out”—without offering a refund or even suggesting to remake the order. It was as if they expected us to accept that as a valid resolution. My husband asked to speak to the manager since the employee clearly wasn’t trying to resolve anything.

When the manager came out, she immediately jumped to blaming third-party apps, saying something like, “Yeah, when you order through DoorDash…” We told her this wasn’t a DoorDash order; we ordered directly through the Popeyes website for pickup. She looked confused and asked for our order details. Once she finally confirmed it was a Popeyes website order, she asked us to wait a minute and pull forward.

To top it off, the order they finally gave us was still wrong. We got five tiny fries when we ordered a large, sandwiches with no bacon, a 2-piece white meat instead of the 3-piece dark we paid for—but hey, they threw in an extra mac and cheese. Silver lining? Not really.

When the food was handed to us, we thanked the employee. No response. Not even a nod. Just silence.

The bare minimum wasn’t even met here. One star only because I can’t give less. Save yourself the hassle and go...