Popeyes Louisiana Kitchen — Restaurant in San Antonio

The voice at the drivethru sounded unsure. She kept messing up the order. As we pulled up to the window, my wife and I discussed how she must be new, determined to cut her some slack. When we got to the window, her nametag identified her as a shift manager. We discussed how it must be busy in the lobby (since the drivethru was nearly empty), determined to give her a break. She had us pull up and wait for our food. As we sat there, and our newborn son and toddler daughter grew restless, we noticed that the car behind us got their food in only a couple of minutes. They honked for us to clear out so they could leave. My wife got behind the wheel to park while I went inside to check on our order. I noticed that the lobby was empty and thought that they must be understaffed. The same shift manager approached me with a lost look on her face. She asked if she could help me. I told her that I was waiting for my order. She sprang into action--looking at the screen, checking a receipt, putting food in a bag. Then she looked confused again and handed it to the next person in the drivethru. She returned to me even more confused and asked what my order was. I told her, and she looked back at the screen, clearly wondering where it had gone. She puttered about for a moment longer, far more hectic than the trickle of drivethru customers demanded, still not filling my order, but but orders for the customers behind me. That was when I realized that there were five or six people filling small orders for only a few cars in the drivethru--she wasn't understaffed. Further, there was plenty of chicken to fill my five-piece order. It was at this point that I began to worry about the sanitary nature of the restaurant. If she had no clue how to help me, then why would I trust their competence when it comes to cleanliness? I asked for a refund, and she asked a cook how to bring up an order. Someone finally helped her figure it out, then she asked me to sign a paper. I asked her where I was supposed to sign, since it had no mention of a customer signature. She mumbled something and gave me a copy of the receipt. This was the strangest and worst service I can ever remember experiencing outside...

It's almost empty in here and the tables aren't too clean. I HATE Coca-Cola drinks, but since I have no choice I was stuck with it. Then I realize ALL the drinks I selected are "not available." This includes Sprite, Fanta, Dr. pepper, all the diet drinks, and more. I had to settle for their tea which is weak and bland but at least the employee added a good balance of sugar to tea.

It's the only Popeyes around so I already knew to order fresh chicken. The employees are very nice and attentive and you can tell they were embarrassed at not having answers for me. These are regular issues at this store. I hope the company cares about profit enough to do something.

PS. When you add advertisement posters to your windows have them wipe down. The sunset is nice. I'd like to be able to see it instead of the dried soapy lines and greasy fingerprints. All that aside the food is great. Just empty the trash. Chicken is not really spicy. Thanks!

Update:

A bit cleaner but still messy considering it was almost empty. We ordered 8 piece family with NO thighs. I saw the cashier enter the information so tell me why I still had 2 thighs in there? It wasn't a special either. The drinks were now available unlike before. Tea still gross but that's the brand they use not how they make it. It's weak and pointless. The chicken was cooked to order so it was fresh. When they replaced our chicken they gave me 2 darkish greasy old wings. They were at least 2 hours old based on the dryness. I know...i used to work for them when they existed on SMilitary Dr. I threw them in the trash. The bisquits were perfect. The gravy though... They gave us a gravy that is NOT Popeyes gravy. It was disgusting. Tasted like glue with chunks of ham? I provide evidence. The gravy is expensive so I had no choice but to try it. We were all hungry. Yeah..i felt sick by the time we left. The fries were not fresh. You can tell cause they get hard. So I'm not coming back here and I suggest you do not waste ur money. I wrote to corporate but I suppose they...

There is absolutely zero quality control at this store. Same with a nearby one as well. They never get the orders right. There's either something missing, the wrong size, wrong item, etc.

Calls to the store yield nothing. The store tells us to take it up with the delivery service, and the delivery service tells us to take it up with the store.

So I complain to Popeyes using the website. They ask for proof of purchase, which I provide (screen shots of the delivery service receipt and screen shot of my credit card statement). I'm told they can only help if I order through their app.

Next time we ordered, I ordered the 12-piece family meal through their app. Guess what. Yeah. They missed an item. I go straight to the website and they offer me points...a $10 value.

That's all good and fine, but they have a serious quality control issue at this store and the one on US 281 North. Just terrible.

So...I'm done with Popeyes. Never again. They absolutely suck when it comes to customer service and quality control.

12/16/2024 Popeyes truly sucks. I ordered delivery through their app from the N. 281 location. The app took the order then automatically canceled it without explanation (like within seconds). So I switched to this store. Magically, the app didn't remember my delivery setting. I realized it immediately after ordering and tried to cancel. Popeyes apparently doesn't have the technology to make that capability a reality. Customer service confirmed via email. I ordered delivery because I COULD NOT DRIVE TO MAKE THE PICKUP. I asked for credit. If I don't receive it, I'll dispute it with my credit card company.

I'm surprised this place is still...