Popeyes Louisiana Kitchen — Restaurant in San Bernardino

Violation of ADA Rights by Popeyes Location

I am writing this review regarding ongoing discrimination and threatening behavior I have experienced at a local Popeyes restaurant in violation of the Americans with Disabilities Act (ADA).

I am a disabled veteran with permanent disability plates. Due to my condition, I rely on the Popeyes mobile app and drive-thru services to minimize physical exertion. However, every time I place an order through the app at this specific location, I am met with hostile and threatening behavior from the staff.

Upon arriving at the drive-thru window, I am always told to pull forward and park. I clearly and calmly explain that I am disabled, do not feel well, and that I use the drive-thru precisely because I am unable to go inside. Despite this, the employees refuse to hand me my order and insist I move forward or else they will cancel it. They do not answer the phone when I call, which forces me to get out of my car and go inside — completely undermining the accessibility the app and drive-thru are supposed to provide.

On one recent occasion, the staff not only delayed my food but gave me the wrong order, and I waited over 45 minutes. Employees surrounded my vehicle, shouted at me, and threatened to cancel my order if I did not pull forward — even though there were no other cars behind me and my order was small. I had my children in the car and felt intimidated and disrespected. Despite explaining my disability, I was treated as a nuisance rather than accommodated.

This conduct is both discriminatory and dangerous. The behavior of the employees at this location not only violates the spirit of public accommodation under the ADA, but actively denies me service due to my disability. I am not asking for special treatment — I simply expect to receive my order at the window without being forced into unnecessary movement that causes me pain and risk.

I have attempted to resolve this with the company to no avail, and have also contacted my bank for a refund. However, due to the repeated nature of this harassment, I am requesting a formal investigation and appropriate enforcement action to ensure this business complies with ADA regulations.

I have filed multiple formal complaints with the following agencies:

1. California Civil Rights System (CCRS)

2. U.S. Department of Justice (DOJ)

3. Americans with Disabilities Act (ADA)

4. San Bernardino County District Attorney

5. San Bernardino Health Department

6. Popeyes Corporation

Change does not come by leaving negative reviews most of the time. Change normally comes when there's somebody higher up intervenes on the customers behalf to instill change. It is time to retrain management and employees at this location in customer service etiquette and ADA laws.

What's truly sad is that right now it's very hard in the job market right now. People are losing their jobs in droves. A lot of those times that means that Popeyes would have the cream of the crop of who they xoukd pick to represent their company and work in their stores. I'm not sure why you guys always pick the ghetto, unclassy, unprofessional people to work for your store when there's so many more people that would elevate your business and give excellent customer service that you're probably bypassing. As a former in Popeyes employee, from what I have seen in different shifts; There is not one employee or manager I would ever want to work with. The amount of unprofessionalism is insane at this location when all we want is...

Food poisoning. Over all pretty disappointing experience. I love popeyes chicken, but i have yet to have a good experience at this location that isnt at least tinged with some level of regret. The bathrooms were locked, and when i asked for entrance i was denied until i got an employee to open one for me while they used the other. The toilet seat was covered in pee. I heard through the wall the employee leave the other restroom without washing their hands after flushing. The three peice tender meal i ordered was only 2 and a half peices. The amount of side order was the smallest ive yet to see. There is no soda water on tap, and the still water had a brown tint to it. Once home, about 2 hours after eating, i got violently sick from both ends, and spent the rest of the night hugging toilets and trashcans. There was a general attitude of "get out" from the staff, which i should have heeded as a warning rather than a paranoia. It must be a hard location to work. I know there is a lot of sketchy people walking on the streets around there, but i dont think they will get my business at this...

The food here is always old. I asked for fresh chicken and fries they told me it would take 30minutes after i already pre ordered my family meal through the app. The employee then told me that “these tenders are actually fresh, they came out 5 mins ago”. i got my drinks there was no ice. I asked for ice and the rude girl with the glasses and missing teeth behind the counter said “IM WORKING DRIVE THRU DUDE!”. Got my ice from another employee, and the soda in the dining room was watery and very bad tasting with no carbonation. Had to have my drinks made behind the counter. I get home (5mins later) all of the food was completely cold and not fresh at all (probably over 2hours old and had to be heated up to be eaten).From the time i got the food until i got home was less than 10 minutes. The place never has fresh food and that bothers me because you’re paying the same amount for old food as you would for fresh food! This location is filled with homeless traffic and always dirty inside, the employees are very unprofessional and all have attitudes. For $50.00 you would expect your food...