Popeyes Louisiana Kitchen — Restaurant in Round Rock

As someone who has worked in the customer service industry and currently working in a leadership role within the hospitality industry. I have never been so disappointed with a franchise in my life as i was with this particular Popeyes. This is actually the second review that I’ve ever had To leave about any business establishment in my life. Being that i understand certain frustrations that can be attained within any customer service role, it takes a lot to get me to such a point. I’m originally from Louisiana, but i have been a Texas resident for about 3 years. I’ve traveled all of the country, but i have never been to a Popeyes like this one. I have been living in Round Rock for 5 months and each time I’ve visited this location, I’ve left with some sort of disappointment. At some point the sign outside of the establishment was never on at night or i even considered that it may be broken, but each time I’d walk in to order, at least 3 employees were just sitting down in the eating area. Not only would they just be sitting down, but they would look at us with disappointment as if we weren’t supposed to be there as paying customers. They were also very rude. It always felt as if they never wanted to work. I understand that they really may not have wanted to be at work just as we all have those moments as humans within any type of work place. However the negative consistency has gone too far. I’ve gone to this establishment 7 times and None of my orders were correct. Being that i have a high tolerance, even those experiences never compelled me to do what i am doing now. My last trip was just a few days ago in the drive thru and that was the last straw. As we all know, we are currently all affected by the spread of COVID-19. At this particular time all businesses have been required to take precaution and be more sanitary than usual. Please know that i do consider that no one or nothing is perfect however you can at least wear gloves even if you aren’t going to wear face masks. When going to the drive thru, young woman that was taking out order made us repeat the order 3-4 times. I think she could sense the frustration in our tone because as we’re sitting there waiting for her to read it back to us for the third or fourth time, she says: “I’m sorry yall the car in front of y’all is messin me up. So what y’all want again?” I was immediately disgusted. At this point I had said to my boyfriend: “we are not eating here again after this, but I want to see who we are talking to and let’s just see how far this goes.” When approaching the window, she asked us for our drink orders for the fourth time to confirm and she still gave us the wrong drinks. She was touch her face while putting the other orders in, had no gloves on and was literally grabbing the cups by the rim which is completely unsafe/unsanitary. I was livid. Then she was also smoking a marijuana pen in front of us. This was the most disgusting yet unprofessional transaction that i have ever experienced in my life. I will never go there again and I do not encourage anyone to do so. I am not sure exactly what has to be done, but this place needs to be find a way to revamp and start fresh with a willing and humbled team. Customer Service is the most important in any public business and Popeyes in Round Rock Texas on University Boulevard lacks that...

I craved chicken today so I chose Popeyes university blvd near my house and ordered thru app ahead. I went there around 8:40pm and the manager said something about my order but I didn't hear what she said and I AKSED AGAIN: "Are you guys preparing my order" and she said YES. Then I was waiting for literally 20 mins, the store was not busy and I thought they lack of staff making online order (since I used to work at fast food restaurant, so I understand the system), so I waited in patiently. Until 9:05pm, I asked them again, but they ignored me first, then I asked a Spanish girl, but she can't speak English. Then the manager came to me and said someone took my order and they dont have responsibility to make my order again and ability to refund and don't know how to use cancellation on the app. I said how could they took my order because it makes no sense unless the staff did wrong thing and they should be responsible for it. The order is under my name (Myar) and my name is kinda unique and I don't have any relatives or friends here. Also, I've already paid for it and I asked them how can I get my money back. The manager raised her voice and keep denying what I said and asked and I feel like it is my fault. All they replied me is DON'T KNOW with disrespectful and unsupported responses. I really wanted to cry because it's my first meal in a day after a long tired day. Then I went to the 1008 IH-35 location and they welcomed me warmful and served so fast. They're out some in my order, but i'm willing to change it because they're very nice to me. I feel console a lil bit and I think I will never be in the University Blvd store anymore, I'd rather drive further and bit and receive what I paid for. The picture is what I ordered and picked up at the Popeys...

I’m extremely angry and frustrated at the repeated poor service at this same University Blvd location. This marks the third time in the past three weeks that my order has been incorrect or handled poorly at this same location.

On June 27th at approximately 9:30 PM, I visited the drive-through and, once again, experienced unacceptable service. After receiving my order and driving forward, I realized there was no straw in the bag. I reversed and asked for one, and the team member at the window (a Hispanic male in a blue shirt and hat) who I believe is the manager, handed it to me with no acknowledgment or apology.

I then checked the rest of my order and discovered that, yet again, the honey mustard sauce I had specifically requested was missing. This has now happened three consecutive times at this location.

When I addressed it at the window, the employee was busy chatting with a coworker and only approached after some time. When I told him the sauce was missing, he responded rudely and dismissively with, “WHAT SAUCE?” in a very unpleasant tone. To test whether he would actually recheck the order, I said “hot sauce” instead. He grabbed three hot sauces and tried to hand them to me, one fell, and he did not bother to replace it or acknowledge the mistake. He then slammed the window shut without saying another word.

I later discovered the bag also lacked napkins, which, again, should be a basic part of any takeout order.

Frankly, this experience, and the repeated pattern, reflects incredibly poor management and training. It’s baffling that such basic issues persist despite ongoing complaints from multiple customers. I will be filing a formal complaint with Popeyes...