Popeyes Louisiana Kitchen — Restaurant in Vancouver

I went yesterday evening around 7 I think. We ordered 2 original chicken sandwiches, 1 spicy chicken sandwich, cole slaw, green beans, 2 drinks. The guy behind the counter was struggling. I'm assuming he's new, so I don't fault him. However, this is how it went.

Pulled up, the line was REALLY long, and wasn't really moving for around 10 minutes. I finally pulled out, decided to park and go inside. My 11 year old, my Fiance, and I all put our masks on, and stayed socially distanced. In the seating area, there was about 4 or 5 teen boys, (late teen, early 20s?) being loud in both spanish and english, one kept complaining about not liking his job there. Personal opinion, but if you don't like that job, find another, or keep your attitude to yourself until you leave. He had a mask on, but not properly. His nose was completely out. After we put in our order, we stood off to the side near the rest room, attempting to keep our distance. Said kid went behind the cash counter, I think twice, not adjusting his mask for coverage. No restroom to wash hands, no sanitizer. Saw him handling customer bags, no aprons or additional ppe of any sort, just nose hanging out. He then exited the kitchen again, just hanging by the seating area again with drinks and his buddies. Finally left shortly after.

There were several people there that were in line for upwards of 20 to 30 minutes. Everyone was trying to keep their distance while waiting. While waiting, someone from the drive through came in, explaining they didn't get one of their chicken sandwiches. They waited an additional 15ish minutes.

A customer came in without his family, but they later came in to ask if their small son could use the rest room. They initially said no, but finally conceded since it was a small child. That was a reasonable change. Shortly after them, a father and a teen son came in, the father had a mask, the teen just pulled his hoodie up to his mouth, and was holding it with his teeth, then constantly adjusting it with his hands, moving it to talk to his dad, then placing it back in his mouth.

Behind the counter, the cashier was struggling with orders, and was told by I'm assuming some form of shift manager, that they weren't supposed to sub butterfly chicken into some butterfly chicken combo, and they weren't supposed to sell the combo at all. The kid was flustered, and slow moving. He didn't get any attitude, just kept trying. I commend his efforts in spite of the rush.

We finally got our order about 30 minutes later. When we left, the kid with the hoodie was still unaddressed, his order was put in by his father, paid for, then his father left him there, still no mask. We went home to go eat. When I opened the bag to get our food, I found 1 original sandwich, and one spicy. We were missing one of our original chicken sandwiches. All the sides were there, however my green beans had a stick in them.

There were so many things that could have been handled way better. I work in retail. I remind all customers to please have a mask on when entering. When there are long waits, letting them know I'll get to them as soon as possible. And you NEVER scold an employee over a mistake on the floor. She could have said, "I'm sorry, we actually can't sell that today. I apologize for our mix up, would XXXX be a suitable replacement?" Then when there isn't a load of people waiting on the floor, go back and address the issue and let them know. When handing out an order, take 30 seconds to look in the bag and confirm the order is intact against the receipt. And above all, during a pandemic, ensure your employees are adhering to safety and social distancing guidelines while on the property.

That said, I've never had that much issue with the location on 192nd. Even if there's a long wait, they are courteous, as timely as possible, and the restaurant staff are always polite to one another any time I've been there. I will not be going back to the location by the mall. That was...

Beyond pissed. Worst manager/human I've ever dealt with. Popeyes basically stole my $40. I ordered 30 wings total and I only received 18. Out of the 18, 12 were made completely wrong. My 3yr old,5yr old, and wife already started eating as I was realizing the order was wrong. They ate about 7ish wings by the time the restaurant answered my phone call (tried twice). She had me on hold for a few minutes trying to figure out what happened and then told me to come back with whatever food I had left. Told the family to stop snacking on what we did have and headed back alone(so now my kids are throwing tantrums because they're hungry).

I drive 15 minutes back to the restaurant and had to explain again what happened and now the manager is refusing to give me the missing order and only replace the wings I brought back. She's so incompetent she kept repeating that I only had ordered 24 wings even though my receipt clearly adds up to 30. She then opens my box of wings I brought back and starts counting how many there are and telling the staff to make the 11 wings I brought back. I'm even more pissed and ask why she isn't giving me the missing order and she's basically assuming I'm trying to get more food for free.At this point of going back and forth, I'm pissed and call this whole situation stupid. She then starts calling me stupid (she probably thought I was calling her stupid). I lost my cool after she just called me an idiot and started insulting her back and we have this little back and forth of name calling (my kids are not with me so I got a little colorful). At this point I know I'm making a scene and this isn't going to be resolved so I ended up leaving the restaurant with no food and out $40. They tried handing me back the 11 wings I brought but I didn't want it after she had her face and hands all over it and wanted to prove a point that I wasn't trying to get "free" food from them.

I don't make a big deal about things but this was just so over ridiculous that I needed to vent somewhere. Popeyes Customer support says only restaurants can issue the refund and that they had put in the request but i doubt I will get that from these morons. I'm waiting to hear back from an actual person from corporate...

First off: fantastic chicken. And fairly priced. However, this has the be the most poorly-managed fast food joint I’ve ever seen.

Problems:

Wait times

Last four trips: 30+ minute wait time (didn’t time, estimate) 33 minutes (timed) 14 minutes (timed) 30+ minute wait time (estimate, didn’t wait and left)

Staffing

These guys are short staffed—likely the reason for 1. However this has been an issue pre-pandemic and still is an issue now. If it was a short-term thing I’d give them a pass, but this is chronic. Tonight the lobby was closed with no warning, no sign, etc. The light said OPEN but the doors were locked. Pre-pandemic I went through the drive through and after a very long wait discovered two people showed up for night shift. Two! No wonder there was a wait.

Training (or lack thereof)

Two nights in a row the same worker asked if I had and both nights I explained I ordered on the app. He had no idea how to handle and had to get help.

The next time I went, different worker didn’t believe I paid on the app and asked me to “show proof” I paid. Bruh. His manager or another worker overheard and explained that that’s literally impossible—you’re forced to pay when you make a mobile order.

Inefficiency

I watched as one worker manually loaded ice into the drink machine, getting in the way of another worker who stood idle, trapped and unable to work, while her coworker poured load after load of ice into the machine. Everything looks haphazard and frantic in the kitchen. There is no flow, no organization system.

It looks like some of the workers have AirPods in and aren’t trying to communicate with each other. Everyone is just trying to survive another night.

Summary: The chicken is the best fast chicken and it isn’t close. It’s so good. Crispy, delicious, almost worth putting up with this location and its issues.

Almost.

I’m done after tonight when I ordered on the app, went to pick up in-store, and at 8:42pm found the doors locked an no way to get my chicken other than wait in a 15 car, likely 40+ minute...