Popeyes Louisiana Kitchen — Restaurant in Willis

We come to this location at least once a week and usually order 50.00 or more of chicken\sides. Every single time we get pulled around the building to the front and have to wait for our food. Most of the time it's at least 15 mins and has been up to 45 mins before. When we get home there is always something wrong with our order from hard biscuits to cold soggy chicken to stuff missing and we never say a word. This particular visit took the cake. We went thru drive thru to order our food in which was a 12 PC chicken with sides. We wanted the wings replaced with thighs. In which at this point I already told the drive thru person the whole order but then when I said I wanted chicken exchanged a manager immediately jumps on the intercom and says it will be a 15 min wait. So I said ok just keep it how it comes. Then had to repeat the whole order again. Then we pay and get pulled to the front again. One of the employees comes immediately out the door handing out a couple of orders. I called him over and told him if I'm going to have to wait 15 mins on my food anyways then I want the wings replaced with thighs. He said I'll ask my manager I said no inform your manager that's what i want. I've had about all I can stand of poor customer service from this location. The employee goes back in and brings out a few more orders. Then returns back into the store to bag other customers orders. Then he is standing on frontline with the manager and another employee talking, laughing, and making jacking off gestures with his hand. To me I felt as if this was directed towards me and my request. The whole time this is going on there is a box of chicken and biscuits sitting next to the register as I'm watching it. The employee then brings someone else's order out and returns inside to bag up them 2 boxes of food sitting on the counter. My suspicion of it being our chicken sitting there next to the register was spot on. That chicken that been sitting there waiting for the time to pass by until we was sitting there 14 mins from the time the receipt was printed not from the time we was actually at the drive thru ordering our food was indeed ours. The employee brings it out and gives us the bag. I look and sure enough it has wings in it. I asked him why it was not replaced he said because it was 13 & 1\2 mins which yea maybe when they bagged it. I requested the owner's name and number and he comes back out with a card with general managers name and store number and says this is all I have. Not once did the manager on duty try to make the situation better or face me. I explained to the employee that I will be filing a complaint on this visit he said I understand. I told him that him inside the store making monkey motions like he's jacking himself off was very inappropriate and felt as if it was directed at me and my request. He denied it and stated that's how they joke around and talk to each other to have fun everyday. I never in my life felt so mistreated or disrespected by a restaurant that we are spending our hard earned money at. This is just straight poor customer service and will definitely avoid popeyes if this is how management and employees...

My husband and I came in to get the shrimp tackle box. Right off when I walked up to the counter there were about four employees total in the front area and I had several make eye contact but no one stopped to take our order or even say they'd be right with us. They were too busy talking to each other. Anyway, Per the huge poster in their window this box comes with shrimp, biscuit, and a side of your choice! When the very slow young man brought our food out to us he literally had the nerve to bring two orders of JUST SHRIMP and ONE biscuit!!! Btw since the poster shows each meal came with a biscuit I ordered one extra biscuit which should have been a total of three biscuits. He asked if they're was anything else and I said yeah we need the fries and the other two biscuits. He tried telling me I didn't pay for the fries or biscuits. So I went straight to a manager who actually argued with me and said the same thing as the employee, it only comes with just shrimp for the 6 dollars. What? Are you kidding me? So then he tells me if I wanted the biscuits and fries it was going to be 7.50. Of course by now I'm getting mad and I told him that was ridiculous the picture clearly shows these items and all he said with a hand wave was that's just advertisement. Uh yeah false advertisement ugh. He did give me the fries "for free" (he says). But I was so upset I spoke with another manager who was absolutely the most polite person. He apologized over and over and agreed with us that it does come with a biscuit and a side. He went above and beyond and as we were leaving he brought us out two new orders with two extra biscuits at no charge. Even though the second young man was very nice we WON'T be coming back to this location again. Another thing the first manager told me was that they can charge what they want (basically) because they're a franchise and individually owned. We should have listened to others around town when they said that this location sucks...

My elderly Mother and I were so very disappointed as we were craving some Popeyes and thought this Willis, TX location would be really good as Willis is a nice little town. We'll, WRONG. We ordered a family pack meal. After paying with a bankcard, and waiting for our meal at the drive-thru, the employee hurriedly handed us our order and told me my bank card and receipt was in the bag. It was and was sitting on top of the chicken box. He could not even hand us the receipt and bank card first, then hand over our meal. Very unprofessional. He did not ask if we needed anything else or a thank you, come back again. It's not like they were busy, but even if they were each customer waits patiently and each customer deserves to feel they are getting the best service for their money. So once we got home and was taking everything out I could not believe their were only 3, little ole thin napkins, and one set of plastic cutlery. I'm like are you kidding me. I contacted the Popeyes location immediately, and spoke to the Manager. She was so very nice and understand my frustration. She told me that she would certainly let Corpoarate know and kept apologizing saying that employees are told to only hand out 2 or 3 napkins unless the customer asks for extra and the same.with the cutlery. She told me they had a meeting earlier that day and that she would certainly bring it to the attention of Corporate. That is unacceptable. As much as they charge for chicken and because they want to cut corners. NO NO NO. Their napkins are so thin, and hard you get dang near road rash just wiping with them. If people would quit buying and or complain about this they would have no choice but to change. Corporate GREED...