"During my recent visit, we were stuck waiting for over an hour. After 15 minutes without moving toward the ordering station, it was clear that leaving would have been the wiser choice, but by then there were three cars behind us. When I finally reached the ordering point, the employee took my order but didn’t provide any information about the wait time or explain why the line was moving so slowly. Following that, the line didn’t budge for another 15 minutes. The same worker asked for my order THREE additional times while I waited, assuming there must be new customers since the line had stalled completely.
After nearly an hour of waiting, we arrived at the window only to see about five employees inside who seemed to be doing very little. They were joking and laughing, showing no concern for the customers stuck in the drive-thru for 45 minutes to an hour. There was no apology or offer to discount our meal, which is typically standard in other service industries. I would have appreciated an explanation for the delay, whether it was due to broken equipment, being short-staffed, or needing to wait for food to thaw — anything at all! However, nothing was offered.
At the window, we were informed it would be an additional 5 minutes because they were preparing fresh tenders for us, but it ended up being another 12 minutes (yes, I was counting since we had already waited so long!). Meanwhile, people walked into the store, placed their orders, and left while we were still trapped in line. I honestly suspect there might be some underlying issues with the staff, such as low pay, poor working conditions, or mistreatment by management. Perhaps they are attempting to undermine the manager on duty for some reason; I truly don’t know.
There clearly appears to be some issue at this store, and I sincerely hope that a regional or corporate manager takes notice because this situation is harming the Popeyes brand, which is unfortunate. I have been a loyal customer for years, but I can no longer justify visiting this location."
