Popeyes Louisiana Kitchen — Restaurant in Spring

I had an extremely disappointing and offensive experience today at the Popeyes restaurant located on 45 North and Airtex. I placed an order for the Festive Box with two mashed potatoes and two red beans and rice sides. Upon arriving at the drive-thru window, I waited patiently behind one car.

When it was my turn, I pulled up to pay and collect my order. Several minutes passed as I overheard the staff conversing in Spanish. While I am African American, I understand some Spanish and it seemed like a supervisor, Natalia, was questioning the staff about orders. She then asked me for my order while looking at a receipt. I told her I had ordered the $20 deal. She spoke to the drive-thru operator in Spanish for some time before asking me who had taken my order. I explained that I didn't know, as I was unfamiliar with the staff. More Spanish followed, and then Natalia pointed at me and abruptly told me to drive around and order at the speaker.

Confused, I asked for an explanation. She insisted I couldn't simply drive to the window without placing an order. I reiterated that I had indeed placed an order. This back-and-forth continued, and despite there being no cars behind me, she accused me of trying to order at the window. I detailed my order again, emphasizing that I had placed it earlier.

The situation escalated with the supervisor yelling at the drive-thru operator in Spanish before walking off. She then returned, asked for my order again, and confirmed it was correct. I expressed my frustration with the unprofessionalism and accusations, especially since I had to disconnect a business call due to the commotion. I requested the regional manager's contact information.

The drive-thru clerk, visibly upset herself, provided a number for Juana Lopez. Unfortunately, my attempts to reach her were unsuccessful.

This entire ordeal was deeply embarrassing and upsetting. I felt targeted and unfairly accused. As a business owner, I understand that operational issues can occur, but they should never negatively impact a customer. The supervisor's lack of communication and accusatory behavior was unacceptable. I felt humiliated, especially as other customers began to gather.

I am sharing this experience to express my profound dissatisfaction with the treatment I received. I am a regular customer at Popeyes, and I hope this incident will be addressed...

First, I would like to say I've eaten at this particular Popeyes plenty of times, mostly out of convenience because it's the closest one to my home. The food here is never just great but ok enough to feel comfortable to continue giving this location my business. Today's experience however was horrible enough to the point I will never go back here and drive the extra few miles to another Popeyes establishment. I ordered an eight piece chicken family meal and asked for my chicken to be all dark meat. The cashier told me they couldn't adhere to my request and that the meal comes only as a mixed chicken meal. Mind you, the menu doesn't state "mixed chicken meal", it states "chicken meal". I asked the cashier when did this standard start since I've been eating from this location for years and never have I been told I couldn't have the regular meal with dark chicken only. I've had instances where there have been Popeyes promotions with mixed chicken that didn't permit any changes. So after the cashier saying I couldn't change the meal, I asked for the manager. Right from our initial interaction, the manager had an attitude. After explaining my grievances to her, her attitude got worse. After sensing our conversation was going nowhere, I asked how could I contact the general manager to express my issue, the manager told me this Popeyes doesn't have a GM and there's only the owner and her. So I asked how could I write a review to someone with superiority over her and she said there's no way. So now with my patience running thin with her, another customer walked in and heard me talking to the manager and said the same manager had an attitude with her also and they told her the same thing about not being able to give her dark meat with her meal. After the customer and the manager got through arguing, I was finally given the GM name by the cashier. I left here and went to another Popeyes and was able to get my meal my way with no hassle. I wasn't going to leave a review but I would honestly be doing future customers a disservice if I didn't. The manager said her name was Marie but I didn't believe her so I took a picture of her so whoever is over her can coach her on...

I don't know what was up with miss green shirt (the manager on duty) tonight. She was NOT about her customer service. It may be because of the new system y'all are still getting used to, could have been because it was busy, could have been because her employees were visibly moving without ANY sense of urgency in a fast food establishment. I get it, but absolutely NONE of that is my fault. I tried to order on the kiosk; the coupon I had doesn't work on the kiosk. So I waited at the front counter for 10-15 minutes WITHOUT being acknowledged with as much as a "one moment, sir"...nothing. She (miss green shirt) proceeded to place online orders on the shelf and go back to filling orders. I finally got her attention so she, as the manager on duty, could resolve my issue. She proceeded to tell me to get in my car and get in the drive thru line...AFTER waiting 15 minutes at the front counter being ignored. ABSOLUTELY not...the issue with the kiosk is not my fault, the front register only taking cash; also not my fault. It's also not my fault that so many people were coming back because of missing items from their orders. I asked her, again to place the order in the drive thru, then she asked if I have a car. At that point I said, "I will not, after waiting here being ignored by you, go get my car to wait more in the drive thru line. Take my card over there, place my order, please." She asked me to wait...while waiting she tended to 3 or 4 customers. After that she said "who's next" and I reminded her "I'm next". She helped 2 more other customers before helping me. And it didn't even take her 2 minutes to hop over there to the drive thru register, place my order, use my card, & bring me my receipt. Now, why couldn't she have done that in the first place?? Why would she choose to FURTHER inconvenience me, the CUSTOMER, because the systems put in place don't function properly?? One of a manager's main functions is Conflict Resolution. She may need to be reminded of that fact. You all need a better protocol when things don't work than causing the customer more grief and...