Popeyes Louisiana Kitchen — Restaurant in Phoenix

Went to this Popeyes location about a week and a half ago. When I walked in there were a couple people waiting on their food, but overall it wasn’t too busy. I was waiting at the register at the counter to place my order, and I waited, and I waited… Not one employee even acknowledged me. Then one employee, who was obviously new, asked another employee how to clock in, and they both came to the register I was standing at, and she showed her how to clock in, and then they both walked away. Pretty rude in my opinion. I waited about another minute, and then someone finally came to take my order. I told them what I wanted, got ready to pay, and then at the last minute she told me in a rude tone, “It’s gonna be at least a 20 minute wait, we have a lot of online orders.” Ummmm, okay. I was already pretty ticked off, so I decided to leave and not wait…. And that brings me to last night. My mom and I decide to give it a go at Popeyes again. This time I placed the order through the app and went to go pick it up. When I walked in it was a whole different group of employees so I thought there was hope. There was one person in front of me and the employee was handing her food to her. And then she turned around and completely ignored me for a few minutes. Finally we made eye contact and she probably figured she should ask me why I’m standing there. Told her I was picking up an order and she said it would be ready in a few minutes. Got my food and was off to the house to enjoy some nice, hot fried chicken. Well, I couldn’t have been more wrong. We ordered at 10 piece family meal, Mac and cheese and coleslaw for the sides and 5 biscuits. The chicken was cold and pretty hard, seemed like it had been sitting around for a while, and it had no flavor at all. The Mac and cheese was good, but looked like it too had been sitting around for a while… The only thing that was even decent to eat was the coleslaw. We ended up throwing most of the chicken away, and I’m pretty sure this is TMI, but my mother and myself had some tummy troubles throughout the night. Popeyes used to be so good. I’m not sure if it’s just this location that is struggling, but after both of my experiences I’m not so sure that I even want to give any other location a try. And unfortunately I’m not sorry to say I will never be back to Popeyes again. There are plenty of other options out there with way better...

I have just received the absolute worst customer experience I have ever encountered in my life at this location. Placed an order through the app with the intent that I would be able to drive up, pick up the order and the experience would be quick and easy. Could not be more wrong. Waited in a 30 minute line, which isn't explicitly the restaurants fault. However, when I arrived to the order speaker, I was told I needed to pull around to the window. I am greeted with a cold response of, "what time did you place the order?". I explain over 30 minutes ago, shortly before arriving at the restaurant. I am then told that something is wrong with their ordering system; they did not receive the order. I can be empathetic to the situation. I ask what the resolution may be. I am told that the only option is to cancel the order in the app. I look at the app, there is not an apparent way to cancel the fairly large order. The employee tells me that usually her supervisor assists with this, but there is a way to cancel it. At this point, I ask to speak to her supervisor. She denies my request because her supervisor "only speaks Spanish". I ask if she can translate for her supervisor, she denies the request. At this point she tells me that I need to leave. She tells me that because they did not receive my order, there is nothing that they can do. That I can leave and try to replace the order or go back through the drive through. She refuses any other solution.

My frustration stems from the fact that I was not provided a solution. I was treated like I was the one that caused the problem. When in fact, the app should mitigate these issues. My order should have been ready for pick up. I am understanding that technology doesnt always work. In situations where it doesnt work, there should be solutions. When I asked for a number to the store or manager, the employee scrambled to find a number, and provided me a generic Popeyes number. At this point I am out $50 and wasted 40 minutes of my night when I was trying to get food for my family. I am going to dispute the charge with my credit card company, but this is just more work for me. I will never return to this...

I would like to start off by saying I have had my fair share of being a fast food, employee, and all the horrors that come with it however, the staff at this Popeyes and the experience that I've had was definitely memorable and will never be visiting this location again. I came in, and though the line was long, and there was no one in line had to wait an extra 15 minutes for the girl at the counter to finish bagging everyone else's food to then come help me out. She was hard to understand in soft spoken. I would think that as manager you would put your most friendly and friendly staff when it comes to the counter in the cashier interacting with customers. after ordering I had to wait an extra 15 minutes for a staff to acknowledge my existence once again to ask for the bathroom to be open. On the menu, it shows that all combos come with fries, biscuit your entrée and a drink and was left without a biscuit, and when I tried to address it, they tried to say that that was only for tender and chicken piece meals so false advertising there. As well as they try to charge me for an extra sauce when I have gone to numerous Popeye locations and never have one spin charged for a sauce when ordering something other than the tenders and chicken pieces. Overall such a horrible experience and I really hope that they get their team and their motivation up. what a disgrace...