Popeyes Louisiana Kitchen — Restaurant in Virginia

Came a year ago. Then, once last week and once today, 5/25/2025, 6:16 p.m.

While waiting over 20 minutes just to order (along with four other customers), until 10 minutes into waiting to still give order, no staff were talking to each other. Food was needing cooked, as food bins were only about 10% full. Only the drive-through and app(s) orders were being served. All three times I have been to this location, the orders have not been correct. What I ordered this last time didn't read correctly on the sheet to what I verbally repeated three times. One employee kept going to the register and Nathan told him to stop (Nathan was trying to correct an issue from a cashier, and the non-cashier kept mesding with the buttons causing more issues as Nathan kept tellinghim yo stop)...then that employee said he had to go get a belt to keep his pants up and walked out. Then, the lead cook in the back told a cook to stop putting the trash (assuming old pieces of food lying around on the counter) into the fresh oil. Other than Nathan, the two cashiers up front had no idea how to fully run the register and front line. Instead of getting orders so cooks knew what would be needed and not telling cooks they were already low, the front staff just stood waiting. The food today was actually hot. Potatoes and gravy had less than a tablespoon of gravy, so no flavor. (I'd asked for two extra individual gravy/potatoes for dipping chicken...but that didn't get put on the order.) I think someone added more spice to the spicy that I get in other states...required some other food to absorb the heat, but without the potatoes/gravy this was impossible.

In a full year, the wait time and deer-in-the-headlight looks/reaction to work has not changed and is very disappointing. Plus, the facility still feels dirty and not clean/inviting.

Doubt, I'll ever go to this one again when I...

I've been to this facility twice since moving to the area. Both times something was missing from the meal. The first time I ordered an eight piece which comes with 2 large sides. I noticed the fries were missing once I got home. Called the store spoke with the manger and was immediately apologized to and told to come back and get my fries and even threw in 2 apple pies. Easy fix! The second time went to drive through and ordered an18 piece which comes with 3 side and 8 biscuits. I received an 8 piece and all three sides and 4 biscuits. I once again noticed it once I got home called the store spoke with the manager and he said come back and get the rest of your meal and apologized immediately. I approached the drive thru window and explained to the associate what happened and she immediately became defensive and said I packed that meal myself and it was an eight piece. My response, "not for $52!" (While handing over the receipt). The manager overhears the discussion and says, If that is the 16 piece meal from earlier just give her the prepacked box of chicken. The employee continues to argue with the manager in front of me and says, "oh she already called because I was just about to give her back her money." To which the manger responds, "Not necessary all she wanted was the rest of her meal." I thanked the manger and he responded with no problem customer satisfaction is what I do. The employee continued to mouth off and say well she's getting her food because she showed her receipt case closed. If the manger did not step in I honestly believe the situation would have been much worse. I probably won't come back due to constant errors with my orders and the lack of professionalism in staff. Kudos to management but with inflation causing fast food prices to rise no one wants to spend this much $$$ on food and deal with bad service...

This is the second location where I have stood waiting forever while other people were waited on that came in after me. This last time I placed a mobile order, went to pick it up after 15 minutes. I stood there like I was invisible. 7 or 8 workers and a manager up front wandering around, picking and choosing who to wait on, get refills for , chat with and whatever. After 10 minutes a young man who seemed very put out to talk to me asked what my order number was. He went to multiple registers looking for it. Hadn’t even been pulled up. He meandered around then finally I see him standing at the side making my three sandwiches at about the slowest pace he could manage without completely stoping. Walked around with them , slowly put them in a bag then walked back to where he was making them and finally put one order of fries in the bag..Then he wandered up front to again , slowly closed thr bag with two stickers , walked over and handed it to me while striking up a conversation with someone. I watched another man stand there with no one else in line being totally ignored by the manager and all employees. I was in this business for 20 years and this place acts like they’re doing you a favor to even consider waiting on you. Chester has way too many more chicken places that may not be perfect but none of them are as screwed up as this place is. Never again and I will be sure to let as many people as I can to stay away from there. Not that anyone in the Popeyes organization ...