Popeyes Louisiana Kitchen — Restaurant in Tyler

Editing this review again because, eff me, I can’t stay away from this place!

This edit is @ 1858 on 04/27/25. Used the drive through and paid with cash. The young lady who took my order and brought it out to me was so sweet. She was smiling and friendly. This goes a long way. I left and realized part of my order was missing, but I hadn’t been charged for it.

I went back to purchase the remaining items and the same young lady was working the window. She apologized and said it was her mistake. Girl, I’m not even trippin. I wish I could tell her this in person: she is the friendliest of this location’s staff and I appreciate that. I know food service and retail are tough jobs to work and I can’t do it. When I see people who are able to deal with the public in alone and friendly manner, it changes the entire experience. Take a page from this young lady’s book. You may end up enjoying your job a little more. I have my receipt, if there is a way to reward her for her excellent service, I’d like to know. Thank you, kind young lady working the window at Popeyes on 5th, Sunday April 27 around 6:30 pm.

This review is NOT a reflection on the staff at the 5th St location. This is about some ridiculous customer service bot.

A couple of weeks ago I placed an order online. I used the website, not the app. I was charged. When I arrived to pick up my food, I was informed that my order was cancelled because they had no chicken. This out of chicken bs was at 9:19pm, nowhere near closing. Ok…

The store was unable to refund it immediately. I filed a complaint to customer service. In order to to this I had to provide the phone number or email address affiliated with the order. Given I used the website, my phone number was all I had to give. Not my email address. When I filed the complaint I had to give my phone number, this is how I was allowed to file the complaint. The order was real, I was charged.

Apparently Popeye’s uses bots to resolve such issues. I got a response and was asked what email address I provided. I explained there was no email address used, I only gave my phone number via the website, NOT THE APP. This resulted in a series of back and forth with a bot called “Jessica” where it repeatedly asked the same questions despite me explaining in VERY simple terms that I didn’t use the app or my email address. I kept being told there was no record of my order on the app. I couldn’t get an actual human, someone who could process the simple information I was giving.

I also stated that I have screenshots of my order and where Popeye’s took the $ from my account. This was one of the most annoying situations. It’s been about 2 weeks by now and still no refund.

I’d like to make it clear that the service Obote is typically good. The food depends on whether or not you get it fresh. Sometimes it’s room temperature and sometimes it is hot and perfect. Whoever cooks the chicken breasts for sandwiches does a great job. This complaint is more about corporate, I guess.

One last thing- the bot’s return email address was not visible. They requested I send my screenshots to them, but there’s no option to attach a file upon replying. I requested an email address to send the files to, the bot couldn’t understand the request . I still have the emails. I even asked if someone else could handle my ticket. Did hear anymore from the bot.

How can I get my refund??

And why are people leaving negative reviews but...

I placed my order in their app at 6:28 PM, scheduling it for in-store pickup (one of the three available options with another being greyed out) 30 minutes later. When I arrived at 6:59 and drove around the building looking for the entrance and a parking space close to it. There was 1 car at the drive-thru window, 1 at the order speaker box, and 3 in line behind that one. 2 employees were leaving going on break. After parking and walking through the drive-thru line to get to the door, it was locked with a sign saying the Drive-thru was open (so why was "in-store pickup" an available option in the app?). I got back in my car and drove around the building again getting behind a new car in line, but the line had advanced 1 car making me 5th in line at 7:04. 15 minutes later I finally made it to the order speaker box, waited another 5 minutes before being helped, told the employee my app order info and asked if they had 6 chocolate beignets ready. She said yes, so I ordered those as well. I drove right up to the window (they hadn't been taking any new orders from cars until the car at the window was finished and gone). She rang up my 6 beignets and charged my card and handed it to me with the receipt. About 90 seconds later she opens the window and said they only had 3 beignets so would I take them and 2 pies instead. (What happened to the other 3 you had 2 minutes ago?) I accepted and waited another 2 minutes for my order while the employees that went on break returned and everyone inside was goofing around (there's still 4 cars behind me who haven't yet ordered that the returning employees saw when they drove back into the parking lot). The employee hands me my beignets and pies and said they didn't have any popcorn chicken ready (which I'd ordered over 60 minutes ago) offering another substitution which I accepted. After another 5 minutes, I was given my modified order and left (at which time started taking the next cars order who had been waiting at the speaker box).

I don't know how they can claim to have "Fast service" as noted on their signs when it takes over 30 minutes to process 5 cars in the drive-thru with NO customers inside to possibly slow...

They were closed for about 2 days due to maintenance being done. I went through the drive thru and ordered a 12 piece family meal and on the menu it said it came with 6 biscuits. I also ordered an large order of mashed potatoes no gravy. Pulled up to the window and the employee repeated my order and said 4 biscuits. I told her on the menu it says 6 biscuits. She gets another employee I'm assuming a assistant manager and I told him the 12 piece family meal comes with 6 biscuits. He runs it up on the register and says it only rings up as 4 biscuits. After I paid I was asked to pull to the back to wait for my order. Waited about 10 minutes and checked my order. Mashed potatoes had gravy. So I park and go inside and when I approached the counter there was another employee standing there not being attentive and already with a bad attitude. And I mentioned to her I had ordered mashed potatoes with no gravy. She didn't acknowledge what I said and she gives me an ugly look and goes to the back to work on the order. She's about 10 feet away from me and I'm listening to what she's saying to another employee which found out later she was the manager. She was saying this lady was in the drive thru and she comes in here saying she asked for mashed potatoes no gravy. I clearly heard what she was saying. Few minutes later she comes back and I say to her do you have a problem? She stared at me with no response. Gave an ugly look. And she gives me my order and I ask her again you got a problem? Still no answer and again she gave me an ugly look. I ask her to speak to her manager and she said she's right there. Manager approaches and I say to her does she have a problem? She said no she doesn't what's the issue? I told her I overheard what she was saying about me. Manager said oh no she was talking to me about something. Last thing l said was I think she's very rude and walked away. As I was leaving manager said ok im sorry. Manager was just trying to cover for her employee. HORRIBLE...