Popeyes Louisiana Kitchen — Restaurant in Prattville

So let me start by saying the experience i had from this location was great... but then again it was Door dashed to me and I didnt have to deal with the employees in person. On March 11th, my boyfriend ordered our dinner through the Popeye's website (he no longer has Door Dash). He ordered our food at roughly 5:15-5:20, and scheduled our pickup time for 5:55. He ordered the Family 12 chicken tenders, mild. No issues. Order goes through, we're happy we're getting some chicken. Fast forward to the drive-thru at roughly 6. The cashier explained to us that they didn't have mild tenders and asked if we were okay with the spicy ones or if we wanted regular chicken instead of tenders. We opted in for the regular pieces of chicken, but then she said that "they just ran out of chicken literally 2 seconds ago," and that they were making more, but there would be a 10 minute wait.. now mind you, this was AFTER we told them we were there to pickup his order through the speaker box at the menu... and we placed our order roughly 45 minutes before that. So we decided to just go with the spicy tenders. She asked us to pull forward and they would have it out to us. After waiting for roughly 15 minutes, I went inside to see how much longer it would be or if I could just get a refund. The cashier got who I am assuming is the manager. Im not sure, she didnt have a name tag on and the mask she wore made it difficult for me to hear her. The person of authority then asked to see my receipt so that she could give me a refund, but then proceeded to tell me she couldn't do refunds for online orders period. She then told me that they were out of regular chicken altogether. No dark meat mild chicken, no white meat mild chicken, just spicy. Fine. So we get home with our tenders and wouldn't ya know it... they are mild. Not spicy. I can't make it up. If incompetence were a contest, this establishment wrote the rulebook. Please avoid this place. No matter how bad you want the chicken. It's...

Edit to original post: The staff made it better when we went back. They gave us our sides we ordered and the biscuits that were supposed to come with the meal. They added 3 extra biscuits for the inconveniece so I am a little happier with the service. Edit end: Original Post: Ordered a family meal online at 5:50. 14pc chicken with 2 large sides and 7 biscuits. Got there to pick it up at 6:45. Was told they didn't have the 2 sides we wanted. The only sides they had were mashed potatoes and fries. We already had fries and mashed potatoes at home. They said they would take care of us and give us some sandwiches or more chicken. After a little over 35 minutes of waiting and 8 other cars getting there food and leaving I had to go up to the door to get there attention and ask about our food. I asked about the sandwiches and they said they didnt have any more and we were waiting on chicken. Did the other 8 people that got their food not get chicken? I assumed maybe they just came there for mashed potatoes and biscuits. Then when we finally got our food (the 14pc family meal) we had 2 boxes. I assumed we got about 10 dollars worth of chicken or more for the inconvenience since each large side is 4.99 and we wanted the sides. Turns out we got 17 pcs of chicken. Thats 3 extra pieces of chicken. We didn't even get our biscuits. They never even told us they were out of biscuits. After ordering ahead so it would be made before we got there we ended up waiting for almost 40 minutes to not get the food we wanted and not get all of our food. So despite paying almost $30 for a family meal we got about $15 worth of just chicken and...

I stopped by for some Barbecue boneless wings in the drive thru and was (politely) asked to wait further up, which I (politely) complied with. There were only two or three other customers at the time, so I didn't believe it would take too long to get my order brought out to me. 20 minutes later, as I was about to walk in to check the status, a girl brought it out to me. I checked my wings and they were very dry. Hardly any sauce on them. So I went back in to ask for more sauce, and happened to be standing in front of three workers that were having a racist conversation. The very same girl who brought my food out to me was saying, "Was he white? Was he white? I bet he was white, wasn't he?". Another coworker signaled to them that I, a white man, happened to be standing right there the whole time. She was surprised and shocked, frozen as she realized that I overheard their racist comments. I got the sauce added to my wings and left.

Clearly, racist conversations are more important to your employees than service time, customer service, and food quality. I am absolutely disgusted by this experience, and as a fellow food industry worker, I am appalled at the lack of professionalism I witnessed tonight.

This is very disheartening because I love Popeye's, and this was my first time back in a very long time. I believe I will not return as a customer to this location if this is how your...