Popeyes review: Refund for payment

Refund for Paid Online Order

My responses are in Yellow. These are text messages

• Thank you for contacting Popeyes support. We are happy to assist with your general inquiry!

• Please describe how we can help you today. If you need immediate assistance, please reach out directly to the store.

• I ended up paying for two pickup orders on 6/13/2024

I thought I was doing a pickup order at your Grand Mission location in Richmond, TX, but for some reason, the order ended up at your Grand Parkway location twice. I asked the Grand Parkway location to not charge my credit card and they declined. These two locations' street address is located in the same zip code.

My request number is [protected]

I want a refund because we picked up the order at Grand Mission, so now I paid for two orders but received one order. When I received the receipt I immediately contacted Popeyes to let them know the issue. This is not good business. I live closer to Grand Mission.

• In case we need to reach out, what's your email address?

• [protected]@fostoninternational.com

• Thank you for providing that information. I am going to loop in a team member to assist you with this. Hang tight, someone will be with you shortly.

• Hi there, thanks for reaching out to Popeyes. Give me a moment to look over your request. In the meantime, if you have any additional information to add, please do so.

• Apologies for the wait, but please give me another minute or two to look into this.

• Hi there! Thank you for reaching out and I am very sorry for the trouble you experienced with your mobile order.

• Can you please provide the date at time of this order?

• The date was June 13th, 8:04pm, my receipt

• I see that you reached out to us previously regarding this. Did you place your second order in-store or through our app?

• In the store, because my husband went to the store, we thought we had placed the order. The Grand Parkway location is too far from where we live.

• When I received the receipt, I realized my husband had gone to the Grand Mission location, which is located in our neighborhood. Because I had ordered at the Grand Parkway by mistake (again) online, I called my husband, he was shocked because it had happened before and we didn't want to order at the wrong location again, but it happened.

• I do apologize that this happened and completely understand how frustrating this must have been for you.

• I have an online account, do you think the Grand Parkway location is in my account as the store for our orders?

• Sadly, we can only provide one courtesy refund for orders that were accidentally placed at an incorrect location. However, if you can provide proof that two payments were issued on this date, I can see what I can do for you as you would essentially be charged twice for this order.

• Sadly, we can only provide one courtesy refund for orders that were accidentally placed at an incorrect location. However, if you can provide proof that two payments were issued on this date, I can see what I can do for you as you would essentially be charged twice for this order.

• I am currently only seeing one order placed through your account on the 13th. This one was placed at Grand Pkwy.

• Which is the wrong location. My husband had to reorder when he went to the Grand Mission location. We thought the order was at Grand Mission but when I received my receipt, I called him to tell him he was at the wrong location and he paid with cash. My credit card is on file with my account.

If I can't get a refund, I will do what I must to inform the public. This is not right and good business. We owned a communications company and know how to let the community know what happened to us.

• I understand and would like to help you in this matter. Can you please provide a receipt or proof of payment to the Grand Mission location?

• We don't have it, he paid with cash.

• Your Grand Mission location is 5 minutes from us, and the Grand Parkway location is probably 15 or more minutes from us. We are not talking about a lot of money. It's the principal.

• I understand. Unfortunately, we cannot provide you with a refund in this case. I am very sorry.

• I will not let Popeyes get away with this bad behavior. I will contact your corporate office tomorrow and let them know what happened. I will never come to another one of your stores and will let the media and other community leaders know of your bad Policies.

• I understand and do apologize again for this.

• To let you know you are not talking to an average person. My company website is www.fostoninternational.com.

Judy Foston Stanford

• I do understand. If you are able to offer proof of purchase at another time, we would be happy to take another look into this for you again.

• I told you that my husband paid for the order with cash at the Grand Mission location. My credit card is on file in my Popeyes account. Why would my husband travel 15 minutes to pick up the online order at the Grand Parkway location, when we live in the community where your Grand Mission store is located? Does that make sense to you?

• I really am sorry Judy. But due to system limitations, there is nothing that I am able to do.

• It's something that you can do. We have never been offered a gift card, etc. I know your corporate office will not want to get the bad publicity, etc, that I will bring. I don't have to lie or try and beat the system. You have taken my money through my credit card, and the order was not picked up from your store, bottom-line.

• Thank you for providing this information! I've escalated your issue to a Support Specialist who will provide you with support on this issue within 24-48 hours.

You will not receive another message until a Support Specialist follows up.

• You asked me to provide a receipt for the order that we paid for at the Grand Mission store. I thought my husband paid cash, but when I discussed it with him, he said he paid with a credit card. See the attachment of the receipt from the Grand Mission Location in Richmond, Texas.