Sad to report this is the 4th time having problems with the Kingsport TN Popeyes. Three previous attempts at the drive through we tried to order a 8 piece bucket chicken only. Two times they said we would have a 20 minute wait which we were not
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expecting. On the third trip I asked for an 8 piece and the lady said there would be a twenty minute wait so I asked for an additional order of two drumsticks non spicy and she said it would 30 minutes. I responded with “are you kidding me.” We left. Well tonight, Jan 18, 2023, we preordered our chicken online to be ready at 8:07pm. We arrived there at 8:09 and there was a car placing an order. I figured all I need to do is proceed to the window which I did. The car that was ordering drove by us about 3 minutes later, I assume it was one having to wait 20 minutes for their order but decided not to wait. We sat there at the window and no one was there for 5 minutes, that includes the front registers in the restaurant as well. Just after that an employee walks by and looks at me directly in the eyes as I was waiving for her and she keeps going about her business. Not one word. I start knocking on the window and no one responds. About 4 mins later I wave at the same lady and she comes to the window and says she is busy helping other customers, while no one else was behind me, and closes the window before I could tell her we had a togo order. 3 or 4 minutes later she came back to the window and started telling me in a frustrated louder voice that “you need to stop at the box, you need to stop at the box.” I said we were here for a togo order but she kept saying “you have to stop at the box.” I am thinking this is ridiculous and told her when she locked eye with me that she did not even acknowledge my existence. She would not get off stopping at the box so I said we are here to pick up or order. Not sure what company policy is but whether I stop at the box or not when picking up my order and an employee sees me I expect acknowledgment by nodding a head, throwing up an index finger meaning just a minute. I was not expecting to argue with a Popeyes employee whether I stopped at the box or not. Best scenario would have been the employee brush off the attitude open the window and say something like “hi, ever ordered off the app before.” That way she would have known this is our first time and explained us Popeyes policy or if was her policy. The Popeyes website does not indicate having to stop at the box first so, anyway. After these four issues when dealing with Popeyes we have decided to not visit that store ever again. Seems as if these days employers hire people that should be better at customer service. Just to say, I am one of those guys that believe the customer is not always right but in this case of very poor customer service I know I am right. I have a Master Degree in Business Administration with a Concentration in Human Resources and have studied this kind of behavior on the job and have faced many different scenarios. Employees like this poison the other employees and if I was the Manager she would be counseled and if future infractions take place termination of employment would be very likely. No receipt was provided, this may be because I told her I was going to contact the corporate office.
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