Popeyes review: Service

LaShonda B. Quinn
58 West 1st Street
Apopka, FL 32703
Popeyes Louisiana Kitchen, Inc. Headquarters
400 Perimeter Center Terrace, Suite 1000
Atlanta, GA 30346
July 5, 2023

Dear Popeyes Headquarters,

I am writing a formal letter of complaint in regards to the manager, Ryan at Store #114-2896 in Apopka Florida.

I am a life-long resident of Apopka, Florida and on Friday, June 30th at 4:30pm, I went to the drive through, as I do almost every Friday for years. When I went to the drive through and pulled up to the order screen, there was a car at the pickup window, but we were the only 2 cars in the drive through. I waited for about 5 minutes and noticed once the car at the pickup window drove off, they came on to take my order. This is something that they normally do, take one or and one car at a time. There was a guy who came on and took my order. I repeated my order twice and he said, ok, hold on. I noticed on the screen something new “Did we get it right” and it showed my order, but it was incorrect. I waited and waited for him to come back on the intercom so I could tell him my order was incorrect on the screen. I said, “Hello” twice with no response. I waited for about 5 minutes before a girl came on and said, “How can I help you?”. I said, someone already took my order twice but what he has on the screen is incorrect. She said, I’m going to take your order. I proceeded to start over and I said, I want the Signature Chicken and she cut me off saying, how many pieces! I said, wait a minute I have been in this drive through for almost 10 minutes and a guy already took my order and now you are cutting me off. I said, don’t cut me off! She was rude and said, How MANY!

I proceeded to park my car and I went inside the store.

When I walked inside the store, I went to the counter and I said, who was at the drive through taking my orders? First it was a guy that took my order twice and then never came back and then the girl, who was cutting me off. The girl came from the drive through window and just shook her head no but didn’t say anything. The manager, Ryan said, don’t come in here acting like that. I said, first of all you are the problem, the manager. I said, I come here every Friday and it’s always a problem. The drive through it too long, the orders are not right, the chicken is not done sometimes, and you are always doing something wrong. I told him, I have come inside to place an order because the drive through line was too long and waited in line for 15 minutes and you just looked at the customers and didn’t say anything to the 10 people who were waiting on their food or waiting to order, as if you didn’t see us and I ended up leaving and complaining, like I do every Friday but I continue to come back because my husband wants Popeyes chicken every Friday and I don’t even eat chicken! He said, I have on a headset, and I heard everything, I said, so you heard the guy take my order and walk off and you heard the girl cutting me off. He said, well, I didn’t hear everything. I told him, you are the problem, and you are very unprofessional. He said, this is my store, and I can ban you from my store! I said, I’m going to get your name and complain to Corporate, he said, I will give you my name now. The guy who originally took my order said, Ryan, can I clock out now? I’m guessing that’s why he abruptly stopped taking my order because he was getting ready to leave work.

One of his employees, Shemika Stokes came up to the counter and said, let me take your order and tried to diffuse the situation. She took my order and gave me a receipt, I asked Shemika his name and she said, he can give you his name. I said, Mr. Manager, what is your name? He said, Ryan! I said, ok, Ryan and is this your store number? As I pointed to the numbers on the receipt. He didn’t say anything, but Shemika said, yes, those are the numbers.

As I waited for my order in silence, the manager started talking to one of his employees in the back about me, loudly so that I could hear him. I said, see this what I’m talking about when I say, how unprofessional you are. I said, the situation was over, and I was quite and waiting on my order and YOU are still talking about it to your employee in front of me and the other customers. I said, I have been a manager for over 25 years, and you are a horrible manager and I’m going to report you. I said, I know plenty of people who complain about you, the manager and about this store but they don’t do anything about it but I am. He stopped talking then and didn’t say anything else to me.

There was another manager there, a lady that prepared my food and apologized for what happened when she gave me my order and I told her thank you. I asked for Shemika Stokes before I left and I said, Thank you! And I left the store.

Ryan is a terrible manager and has no clue on how a manager should behave or how to run this store and I would like for someone in Corporate to review how many complaints he has had from the customers and from his employees. I have been a long a faithful customer at this restaurant for years and it’s a shame how the manager does not care for your establishment, your employees, or your customers. This Popeyes in in a black neighborhood and I feel that he thinks he can treat people anyway he wants because no one has reported him. I was born and raised in this neighborhood, and I have 3 College degrees (Bachelor and 2 Masters) and it’s unacceptable the type of customer service that he has given time and time again.

I am sending this letter by mail, email, social media, and I am going to file a complaint with the Better Business Bureau (BBB).

Please follow up with me on what actions Popeyes will take with the manager, Ryan and how this issue will be resolved.

Sincerely,

LaShonda B. Quinn

[protected]@yahoo.com

[protected]

Popeyes Louisiana Kitchen

402 E. Main Street

Apopka, FL 32703

[protected]

Store #114-2896

Manager: Ryan

Store Visited on 6/30/23

Time: 4:30pm-4:45pm