I ordered online in the Popeyes app. 10 minutes later, I pull up to drive thru and no vehicles are waiting = okay but unusual I thought for Popeyes
The person at window asks me for my order, I said online app order, the person mumbles something so I pull up.
The person asks me to back up behind the pole so the timer doesn't start = Employees cheating the company and the location (outcome is bad for business and reputation). This is used for tracking and training processes.
5-10 minutes later, the person at window asks me to pull to the side so they can wait on other people behind me (same as other fast food places) so I asked if it would be easier if I just come in, the drive thru person says "I don't care!" So I did.
At this point, I have now spent approx. 20 minutes total time and I'm still waiting, inside, for my order.
While I am patiently waiting, several people received their order in the drive thru and a couple people inside the building have received their order, but I am still waiting.
Feels like I have been waiting a half of an hour and I see hear rumbling from the back (high tempered discussions) behind the cashier person.
This person is finally trying to fill my order, turns and asks if I was a mix of reg and spicy, I said no I don't like the spicy. This person yells to the back and asks for more regular, then tells me it's going to be a few minutes, to which I said, I've been here 30 minutes and now I have to wait longer? This person picks thru what was on the shelf and fills the box.
This person brings the order to the counter and says here ya go, I said you gave me scraps instead of waiting, no I found more on the tray, I said I don't want scraps that had been sitting there, she turns to me in an angry face and says, and I quote: "GET OUT OF MY FACE!" I told them to check the cameras.
Most of the Chicken was tiny pieces and some so dry it was not edible (shown in attachment).
The Coleslaw did not taste right (my wife and I love Popeyes coleslaw) so we didn't eat this either.
The Chicken Sandwich ordered from my rewards, Missing!
The biscuits were dry and hard, not what we are used to from Popeyes, my wife ate one of them, I would not.
The mashed potatoes were acceptable, but even this was not great, it had way more gravy than usual.
According to the app, I selected 3 ranch dressings and honey, we received 2 of each.
Here was the final response from Popeyes..
Hi Robert,
Thanks for reaching out to Popeyes Guest Care — and I’m truly sorry that your experience didn’t meet your expectations.
Your concerns were carefully reviewed by our team, and after a full investigation, the resolution provided will remain final. I understand this may not be the outcome you were hoping for, and I want to thank you for your understanding.
Your feedback means a lot — it helps us continue improving and ensures we’re always striving to deliver the bold flavor and warm service Popeyes is known for. We truly apologize for any inconvenience this may have caused.
With gratitude and good flavor,
Alexandra M
Escalation Support Specialist
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