Popeyes Louisiana Kitchen — Restaurant in Missoula

My experience with Popeyes today was quite frustrating. At 3:49 PM I placed a mobile order for pickup at 4:35 PM and arrived at the restaurant a few minutes early, around 4:30 PM. Inside, a young man was placing his order at the counter. After he sat down, I approached, mentioned my online order (number 69), and also ordered a drink and a pie, which I received promptly. I then stepped aside to wait for my main order, expecting it to be ready around the scheduled time. While waiting, a couple came in behind me and placed their order. As we all stood there, I overheard an employee informing the manager that a drive-thru customer needed to speak with him. Shortly after, a man entered, and the manager confirmed he was from the drive-thru. The man showed a receipt without saying a word. The manager immediately stated he couldn't get a refund because he ordered through the app. The customer abruptly left slamming the door. Meanwhile, the customer who ordered before me approached the counter, inquiring about his still-missing order. He eventually received most of his order. The couple behind me then got their order, minus a couple of pies, so they continued to wait. Growing concerned about the significant delay, I went to the counter and asked about my order, reminding them it was supposed to be ready over 20 minutes prior. A different employee checked and informed me they hadn't even started it yet. About five minutes later, the couple finally received their pies and left. I then approached the counter again, pointing out again that my online order was due at 4:35 PM, and it was now 5:00 PM. I was told they were still waiting on the pies for my order even though the couple behind me had already received their pies and left the store 5 minutes ago. It then took another five minutes for the clerk to assemble my food and put it in a bag. I asked if the food was fresh, considering the 30-minute delay from the promised time, and he assured me it was. Upon checking my order, he offered two extra pies for the inconvenience. At this point, I was well past when I would have requested a refund, but recalling the manager's comment about no refunds for app orders, I was just going to accept the food. During the five minutes I stood at the counter while my order was being filled, the young man who ordered before me returned, asking for a missing item. In total, I witnessed three in-store transactions and overheard part of a drive-thru issue, and all four clearly left the customers feeling frustrated. I couldn't help but wonder if I would have pulled up to the drive-thru would I have needed to wait 30-minutes. As the clerk handed me my heavily taped bag, I asked if ordering online had been a mistake and if I should just order in person next time, especially given the significant delay. He surprisingly agreed, stating that online orders could sometimes take up to 45 minutes. (Although I did in fact place the order around 45 minutes before I had arrived.) Despite appearing adequately staffed, the service was incredibly slow and appeared disorganized. I left feeling very confused and extremely frustrated. I won't be returning to this Popeyes...

Absolutely unacceptable! We placed an order, waited about 15mins and received only half the order. We went to the counter and were told they would bring the rest of the order out as soon as it was ready. 10 mins goes by so i go to the counter and attempt to ask the staff the status of the order, to which everyone had their backs turned and were dismissing every “excuse me” attempt. Finally after another 10 mins, one employee turns around to help me and states that our ticket was misplaced on the counter and it won’t be too much longer. ANOTHER 15mins goes by before I am handed the rest of my order after standing at the counter patiently waiting for ANY acknowledgement. I express that I would like a refund, so the staff member goes to grab the manager. By this time, it has now been almost a FULL HOUR, with NO explanation. The manager comes up and explains that she can refund the portion of the order that I had waited that amount of time for but it would take “3-5 business days and she would have to cancel the entire order and recharge for the half that we didn’t wait as long for”. After realizing that the manager had been behind the prep counter watching her staff take the bulk of the customer complaints, because Lord knows that I was not the only one waiting a ridiculous amount of time with no explanation, I addressed just that! What kind of leadership let’s her staff take all the heat without guiding them on how to proceed or gaining control of the situation?! I further explained the lack of communication/acknowledgment from multiple staff the numerous times I came to the counter to inquire about the rest of my order. I STILL was not given an explanation. The refund at that point didn’t matter to me as much as the lack of leadership or communication and customer service. If this is truly how you operate your store, I am in disbelief that your store is still in operation. I feel horrible for your staff that you did not stand up for them and take accountability for whatever the situation was that caused MULTIPLE customers to wait unimaginable amount of time for their orders and for the couple standing next to me who had been waiting 20mins to be helped and have their order taken....

I ordered 2 Big Boxes which have 3 chicken strips, 2 sides, and a biscuit, and added 2 drinks for a dollar each. Time on ticket 12:02. 1 car in front got their order and left. Got the drinks and was asked to move up to wait as my order wasn't ready. A couple more cars had to wait, but they parked on the space between Popeye's and Taco Time. About 10 minutes later, a girl came out and handed me 2 bags while saying two 4 piece meals with mashed? No I told her, and told her what I had ordered. After another 10 minutes went by, I called and asked to speak to a manager. A female answered and told me she was one of the managers. I told her the wait time for such a small amount of food was ridiculous, where is my food, and that I thought I should get some kind of compensation for my trouble. I stayed on the phone while she questioned a worker about my order, which was number 82. Nobody seemed to know what happened to the ticket. She came back to the phone and told me it probably flew out the window, and that she could either make the order again, or refund my money, but they have a strict policy that they can't give you your food and your money back. So I said I'll take the food. I live 45 miles away and my husband and I were hungry. About 5 minutes after that, a different girl came out and asked me if I was the one who ordered chicken strips. I said yes, and she told me they were just almost ready. I asked if there was a manager higher than the female I spoke to. She told me there was a male manager, so I asked to speak to him. Another 5 minutes went by, here came the food, and the original female manager. I asked her for the number of the regional manager and she kept repeating that they have a strict refund policy. I told her I was going to call corporate. Not only did the male manager not bother to show his face, I didn't even get a hint of an apology. And when my husband and I pulled over to eat a few miles down the road in Bonner, we didn't even get utensils or napkins. Unbelievable, inexcusable, and pathetic. Popeyes better wake up. I blame the management. As much as we love the food here, we are definitely not returning for...