Popeyes Louisiana Kitchen — Restaurant in Madison

I am writing to express my extreme frustration and anger with my recent experience at your Popeyes location at 3431 Madison, MS.

I placed an online order through the Popeyes app and went to the drive-thru to pick it up. My order was not ready, and I had to wait an additional 20 minutes. When I got home, I discovered I was missing a chicken tender meal and two apple pies (one of which was complimentary for creating an account on the app).

Because I live too far away to turn around that night, my mother called the store the next day to report the missing items. She spoke to a woman whose name she believes started with an “A” and was told she would be there until closing. My mother spelled my name out and informed her that I would arrive sometime after 7:00 PM when I got off work.

When I arrived, I waited another 15 minutes in line. While waiting, I noticed multiple customers in front of me were visibly frustrated, complaining that they had been waiting for an hour for their orders, including DoorDash pickups. The atmosphere in the store was tense, and none of the workers, including the woman in the blue shirt who appeared to be the manager, seemed friendly. There was a clear dismissive attitude and complete lack of care toward the customers already in the store.

When it was my turn, I explained that my mother had called earlier about my missing items. The manager stared at me blankly and claimed she had no knowledge of any such call. Strangely, she then asked if I had gotten off work at 7:00, exactly what my mother had told her earlier, proving she knew about the call but chose to lie about it.

Instead of making things right, she told me she “couldn’t do anything” because it was an online order and that I would have to go through the app’s chat. I believe she was lying. I tried to show her my receipt on my phone from the Popeyes app, as well as the email confirmation, but she refused to even look at it.

When my mother and I called the store back on three-way, the same woman in the blue shirt got on the phone and stated that if I had brought the order back the previous night, or if I had a receipt, she could have done something. I did have the original receipt on my phone, both in the app and in my email, and she had already refused to look at it earlier. This was completely contradictory, dishonest, and unacceptable.

During that call, she repeatedly interrupted my mother, was dismissive, and made no effort to apologize or resolve the issue. I want to be clear, I do not want points or rewards. I wanted what was owed to me. An order is an order, and a payment method is a payment either way it goes.

This was a simple mistake that could have been resolved in seconds, yet instead I was lied to, ignored, and treated with complete disrespect. If this is the type of manager you have running your store, expect to shut down within the next few years. I will never eat at Popeyes again after this experience, and I expect corporate to address this matter immediately. I will continue to spend my money at Chick-fil-A and Raising Cane’s, as they never get my order wrong. They season their food perfectly, their service is quick and efficient, and in the extremely rare instances where something was missing, they always made it right, whether the same day or days later, with a complimentary meal, a sincere apology, and a warm, welcoming...

Saturday 12/12/15 6:35 pm Popeyes Hwy 51 Madison, MS. No Coleslaw, server stated ," their refrigerator service was down they couldn't make it." (Coleslaw). Another customer, man, same time, wants Pepsi,.. Machine doesn't work. Same server, "I guess we're out. " I ask server, if you're refrigerator system is out, how can we be sure the chicken is safe to eat. ? Server, "Oh the chicken is Okay. Right, x3 asked for the 1-800 number for the Franchise Owner, was given the number for automated feedback line. Asked again for phone number, was given number for store manager. I called it, She said there was nothing wrong with the refrigerator system, they were out of supplies to make coleslaw and it was the freezer that was out. I strongly spoke on , how much I hate of being "lied to. I asked for a Corporate 1- 800 number. Number I was given was to another automated feed back number. I was hung up on and tried number again... No answer. Amazing. 7:48 pm, received a call from ??? "Popeyes Supervisor". Stating the chicken is delivered 3x a week and the chicken is placed in a cooler waiting to be used for up to 3 days, never frozen. I asked how do you know the chicken is ok and cooler is working properly ? Supervisor, "I hope so." I told her, I've heard so many different stories, lies tonight, I don't know either. Ended conversation. CALLING the HEALTH DEPARTMENT. With this much cover up talk and no phone numbers to anywhere or Corporate or Franchise Owner, What are they Hiding ? NO...

This is easily the worst Popeye's location within a 50 mile radius. Their drive through service is so slow that you could probably place your order, go dine in at one of the nearby restaurants, and then you will have a less than 10 minutes wait to pick up your Popeye's order on the way home. After all that time, they get your order wrong, every single time. You have a higher chance of getting what you actually want if you order something different.

Then there is the worst of it all - their mobile order system is the most soul crushing journey ever. If you place a mobile order and declare yourself at the drive through, prepare to see some faces that will look like they have never heard the words "mobile" and "order" used together in a sentence. Be prepared to repeat your name and order three or four times at the microphone, then at the payment window and then a few more times at the pick up window. Once you pass these steps, you are shipped off to the "exit the line and wait for your food zone". Finally, an eternity later, someone knocks at your window with your reward - the delightful surprise of "what did I get this time"? Best case scenario is that you had already forgotten and it's a pleasant surprise. In the worst case, you still remember, but the hour-long ordeal has rendered you unable to protest, as that will mean another eternity of waiting for the correct order, potentially. ...