Popeyes Louisiana Kitchen — Restaurant in Palmetto Bay

After the NCAA Championship Game on 4/4/22 which ended about 11:15 pm, I placed a mobile order for this location which is indicated a closing time of midnight for drive thru orders.

Arriving at the store @11:45 pm & seeing it still illuminated, I clicked thru to pay for my order & proceeded to the drive thru speaker (which was left in the open microphone position so I could hear what was going on inside the store) and waited about 5 minutes before heading up to the drive thru window.

There was nobody at the window but I could see at least 3 people moving about

Getting the attention of a young lady, I was waved off with her apparently mouthing the words “closed.”

I checked my phone for the time which read 11:50 pm

I attempted to get the young lady’s attention to no avail.

Apparently, the store decided to close early

I was able to get my credit card charge refunded the following day after running thru the maze comprising their multiple websites

Responses

Hi Harry,

Thanks for reaching out to Popeyes. I hope you are doing well today! I am sorry to hear that the store was closed and you weren’t able to get the food you ordered. I know how disappointing that can be and I would like to apologize for the inconvenience that you have experienced!

Not to worry though, I have gone ahead and processed a refund of $5.35 for you. You should see this refund within 3-5 business days.

2nd Inquiry

You have agreed to refund my $5.35 but failed to compensate me for the time & gas to get to the store advertised as open till midnight that was “closed” as of 11:50 pm. Your words of empathy & condolence are worthless if you can’t assure your customers that corporate & franchised stores won’t “quit early” necessitating the needless expenditure of time, energy & gas without penalty. As such, I would expect some kind of recompense be it 25% off coupon good nationwide across all items offered on the menu, including deals, specials, offers & rewards as a true apology for the early closing.

2nd response

Hi Harry,

Thank you for reaching out to Popeyes.

I apologize for this inconvenience and understand how frustrating that can be. As a courtesy, I have gone ahead and issued a $5 support coupon to your account that you can use on your next order.

To redeem the coupon please follow these steps:

1. Navigate to the offers section of the app or website
2. Tap the "Support - $5 off" coupon
3. Tap "Add to Mobile Order"
4. Navigate to the menu and select items for purchase
5. Select checkout to see your coupon applied

Again, I apologize for any inconvenience this has caused. Please feel free to reach out if I can assist you with...

The food was really good. However, this was one of the worst customer service experiences of my life. I understand that sometimes you can have too many orders to attend customers right away. But if that's the case, at least greet them and let them know you'll be with them in a moment. The personal in this location was extremely rude with everyone, even with each other. They took like 10 minutes or even more to take our order and other 10 to have it done. However, we had to get up and take the food ourselves once it was ready, since the employees left it on the counter, even though we were trying to dine-in there. With others customers was the same thing. One man even entered the restaurant, wait for a while to be attended, went to the bathroom, and even after all that and waiting like 5 more minutes, no one was there to take his order. And when he complained about it, the what I assume was the manager told I'm in a very rude tone that he will be taking his order as soon as he can, even though this man was waiting for at least 15 minutes now to just order the food. And the last thing to mention about this whole experience, was that even though there was a sign explicitly telling customers to "not throw away their receipts", the employee at the cash register was throwing the receipts himself!!! He did not ask me or any of the other customers I saw while eating if we wanted the receipt for the order, he just took the receipt and toss it into the trash bin. A really awful experience. I MAY have Popeye's in the future, but what I'm sure about is that it won't be on this...

The food was Amazing, I'm guessing why this location of Popeyes is ALWAYS full. My rating is for the employees up front. It was quite busy so I had a lot of time to listen and watch what was going on.The back employees were doing their best to get the orders out because the drive-thru line was 10 cars deep and there was about seven people waiting inside attempting to be social distanced. But that was not the problem, there were two girls at the register while one went to help in the back, one took over and was extremely rude to the Uber, doordash or delivery persons that will come get the orders. The co-worker at the window attempted to help and got yelled at by that same employee telling her that the customer needed to wait until she filled the order and why was she getting in her business. The window employee proceeded to shake her head and go back to the window. This all took place in front of all the customers and then she proceeds to talk about the customer out loud as if he wasn't even there , that he just needed to wait. It was sad to see that everyone was trying their best and this one employee was just being loud and rude to her co-workers and to the drivers picking up food. I go there quite a bit and there they are usually nice but this time it was quite a parent at this young lady is not fit for attending any type of customer. Which is sad because they do make some of the best chicken...