Popeyes Louisiana Kitchen — Restaurant in Owensboro

I am writing this review after many, many unsatisfactory experiences at this particular location over the past year because I LIKE Popeyes chicken and I want this location to SUCCEED! It has clearly been mismanaged for a number of years now and I am sincerely afraid they will shut down soon if they don't turn things around. I'm hoping my feedback can help. I have nothing against anyone at Popeyes. I don't know any of them, nor have I have been treated poorly in any of my negative experiences. This is 100% a service issue There’s no way my review is going to be a surprise to the regional manager or whoever is reading this, because your numbers here have been abysmal for a while now. I literally cannot remember the last time I saw more than two cars in the drive-through, even during the busy lunch hour. I just want to confirm what you already know: this restaurant is badly mismanaged. It doesn't matter how good your food is, if you don't know how to efficiently serve it to your customers, they're going to stop coming back! And the food IS good. That's why I'm writing. :) But you know what? - even the food has gotten inconsistent lately. More than once in the past 6 months my chicken filets (I usually get the spicy chicken sandwich) come out rubbery. Here are other examples I have experienced recently of poor customer service. Showing up at 10:35 and having an employee walk out to the drive-through speaker and tell me they're not ready to serve me because the ovens aren't hot and none of the food is cooked. The restaurant is supposed to open at 10:00 a.m. Sitting in the drive-through as the SECOND CAR in line during the LUNCH HOUR and waiting for five minutes before I can even give my order. I then waited another 8 minutes between the speaker and the window to receive my sandwich. That's 13 minutes for a non-customized sandwich, from a chicken restaurant, in the middle of what should be their fastest-moving time! Ordering the spicy chicken sandwich--which is just a regular filet with spicy sauce/spread--and being asked to pull forward because they need time to make it. Again, this is their #1 MENU ITEM with no customization and they don't have it hot and ready! Popeyes is supposed to be FAST food....right?? Showing up at 10:00 and they're not open yet. This has happened frequently. While this is similar to my # 1 above, it's not the same. #1 was particularly egregious because it was SO late. But consistently opening late is bad, too. If your sign says you open at 10:00, you should be open at 10:00. And have food ready for sale. Pulling up to the drive-through speaker, listened to the usual 5-second recorded shpiel, then....nothing. Dead air. This isn't completely unusual, so I waited. About 30 seconds later, I heard what sounded like someone dropping their headset. Then again...nothing. I said "Hello?" Nothing. Finally I just pulled forward. The guy in front of me took about 2 minutes for someone to come to the window. He paid, then they asked him to pull forward! I then placed my order at the window. Without a doubt, I have come to expect poor customer service from this location. I am genuinely surprised when I can order, pay, and get my food in anything under 5 minutes. It's just the food that keeps me coming back.

I'm sure the labor market and employee turnover are ready excuses for the problems this location is experiencing. But you know what? -everyone is experiencing these same issues! When Chick-Fil-A or even the McDonald's location up the road can consistently process 20-30 orders in the time it takes Popeyes to process 2, something is seriously wrong with the management of the restaurant. Do the employees need to be paid more? - Maybe. Do they need to be trained and managed better? - Absolutely! Should you as the regional manager/district director critically analyze the protocol and execution for every process and procedure at this location? ...

This place has gone down hill. I've told myself 3 times I won't be eating back here and I keep trying to give them a shot. The original GM Anthony was amazing and actually cared. He hired staff that cared too. Place ran awesome and food quality was top notch.

Now things have changed after COVID since he left. Quality of food is poor and service is lack luster. Every time I come here, the process is too long. Waiting 20-30 minute for my food when there are only 4 people in the lobby and no one in the drive though is ridiculous. Also at night time at 8pm, they have the lobby door closed and mess up your order in the drive though to have you go BACK though the drive though to "fix" it with no apology. To find yourself going home and look to see they didn't get the correct flavors you ordered... This will be my final time coming back here.... I've said it before but I guess 3 strikes.

I don't pride myself on giving bad reviews but sometimes it's necessary.

The cashier at this location tried to help by constantly asking "where is the boneless wings" but she can only do so much. Their process is bad and needs a refresh BADLY. Take this as constructive criticism if you like but please change because Popeyes is fire food but it's pointless if you can't enjoy it.

Also add. Just got home and they didn't make this order right.. They left out the Dab Dippers after waiting 30 minutes. Thanks Owensboro Popeyes for the terrible...

If you've had decent popeyes food before, no real surprise there. The service, on the other hand, is laughable at best. My wife and I were 30 minutes outside of town on our way back home from an 11 hour trip with our 2 toddlers. We called ahead to order some chicken to make a quick meal for our girls when we arrived home. When we arrived at popeyes, after calling 30 minutes ahead, they told me it would be 3 minutes(no big deal). 10 minutes later, they bring me the wrong order. Afterwards, they say they're still waiting on fresh chicken for my order, so it would be out when it was done. Another 15 minutes and I still didnt have my food, so I went inside to ask what was taking so long. The manager just shrugged it off and while laughing, simply stated "we can't serve it to you raw" (no joke, that's why I called ahead). They told me it would be another 7 minutes to get my chicken. I was already this invested, so I waited. Another 15 minutes and the chicken was finally in my hand. Needless to say, my very young children were thrilled to spend another 35 minutes in the car (after their 11 hour trip home) due to the impressive incompetence at this popeyes location.

TLDR: From the time I called ahead, to the time i got my food, it took over an hour. If you have an unlimited supply of time to just waste doing nothing while you wait for your food to arrive, this popeyes is for you. If you're a normal human being, go...