ROANOKE, VIRGINIA -- I went to McDonald's located on Hersbefer Road in Roanoke VA. I paid for order and went to drive through window to receive order. First I was given several drinks in a drink holder. The drinks were a large tea, a large HIC and a kid's drink. During my receiving the drinks, the holder was flimsy due to weight of drinks, and apparently the caps were not placed on correctly. Drinks spilled all over me, and my 2011 Kia seats.
What transpires next is what makes me write. There was no apology from the young man at the window, no offer for anyone to assist in cleaning up, no offer of napkins. He just stared at me. I next asked for a manager/supervisor, after informing/scolding him for not properly placing tops on drinks. He stood motionless after asking for a manager.
I pulled up to another area so I wouldn't block the drive through and proceed to get out of the car and begin to try to get up as much spilled flood of drinks as possible trying to prevent staining of my car. I noticed after about 5-10 minutes I would guess, no one had come out to check on me, and I did not receive the rest of my order.
I then went into the restaurant, asking the clerk for a store manager. She looked at me looked around and asked someone for one and proceeded to go back to her waiting/taking orders. I was astounded, and asked politely a second time. No one assisted me and/or even came my way. Finally I slammed my hands on the counter, shouting, "I would like to see a manager.” Everyone of course stopped, and finally someone came from the back.
After asking the manager at least three times to come out to the parking area so she could see the car seat. She did come out. I told her what happened and how unhappy I am with the no response/attitude I have received. She informed me there was nothing she could do and stated she was sorry.
I told her I expected more and I am going to end conversation so I could go get my car cleaned so no stains would come out. I asked for her boss's number. She asked what I wanted to resolve this. I told her for starters she can give me my food, my money back and if the car needs cleaning due to her employee's lack of training, she could expect a bill.
She stated she would have to go and make a call. She stated she would give me the food and money back but could not cover the expense of the cleaning of seat. I requested she go make the call and I would wait. It gets better, after about 15 minutes she didn't come back out. I went back in. She was standing around with about 3 other people and she had my food and a phone in her hand.
When she saw me approach her she quickly came towards me stating she was sorry for the wait. She stated she had spoken to her supervisor who told her to give me my food and money back. She asked for me to leave my number and I would get contacted by the store supervisor. She/he has yet to call. It has been a week. So much for customer service. Thanks for listening.
LEWISBURG, PENNSYLVANIA -- We were in the Lewisburg McDonald's on Sunday, April 14th. It was not extremely busy because it was only 3:45 pm. Being there for a birthday party, we were waiting for the girl to set up. Once the party was set up and everyone was starting to arrive, I went into the restroom to use the change table. The change table had 1 paper liner to use and the table itself looks like it has never been wiped off with any type of chemical cleaner. I took my infant back to my husband to hold so that I could use the bathroom. I checked all 3 stalls only to find urine all over each one. I asked the girl in charge of the birthday party what to do about cleaning the restroom. She told me to go and talk to the manager.
I went to the front counter and asked to speak with the manager. The man said he would take care of it and asked if I checked the front family restroom in the play area. When I went to use that one it was occupied by children. I returned to the birthday party area while walking behind the girl I assume was asked to check the restroom. She had no gloves, no bucket, no cleaner or anything in her hands. I thought maybe she was checking to see what she needed so I sat and waited. While I was waiting I was sitting with my family at the newly set up birthday party. (Literally 5 minutes after it was set up).
We were the first in there and to sit at the tables. There was food all over the tables and finger smudges from whoever was there before. All of the birthday stuff was set up on dirty places. As I looked around and assessed the other tables I came to realize none of the tables had been wiped clean in between setting up and us arriving. I had to use several wet wipes to clean our table so that I was able to eat off of it. After about 15 minutes I asked the girl working the birthday party, who was standing right by the door if the girl was done cleaning the bathroom yet.
She said "I didn't even take notice to them being cleaned." I figured it was done, however, to my surprise when I went into the bathroom I checked every stall to find out that only the handicapped one had been wiped off, and by wiped off I mean a towel with a quick swiping. There were feces all down the front of it and urine still on every seat near the back. Nothing was cleaned at all. No chemicals used whatsoever. I was utterly appalled at the manner in which the situation was handled and felt I thoroughly needed to bathe myself in scalding water upon arriving home.
My concern is with the amount of bio hazards floating in fluids, body fluids. It was a germ fest waiting for little hands to try to use the toilet. I would have rather walked next door to the hospital to use the bathroom than use the facilities in the McDonald's. On the way out of the birthday party, we noticed a bus had arrived with more than 30 people. I imagine the bathroom wasn't cleaned before they got there, nor while they were there as time would have permitted the cleaning before the busy dinner rush.
ROSEMONT, PENNSYLVANIA -- In my lifetime (67) I have visited many McDonald's and several around the world. I have also been an area mgr. for 14 years at another fast food, or should I say restaurant (being correct). This place was no place I would take my family into. I went with my son and myself, very hungry after working out in the snow and ice. The employee was very nice, and she took my order and told me it would take about 3 minutes. "No problem," I said, because they had to cook the new batch of fries.
As I waited, I used the bathroom. It felt dirty inside, not bright and clean as I have been used to. The water inside was ice cold and to wash your hand in cold water and soap, just does not kill germs. Wonder how the employees kill the germs. Well, outside the bathroom, there was a mop, mop bucket and just did not look good to me. After leaving the bathroom, as you know very well, I started to look deeper at everything.
This is what I found, do what you need to do, to correct this, it is your choice, not mine and I really will not go back to this store, if possible. Looking at the dining room, there was low lights, several burned out and it looked dirty to me. Then looking at the floor, there were dirty, things on it and mop strings around the legs of tables and chairs. This was my first visit to this store and will be my last.
After sitting down, I notice how cold it was in the building. I know it is very very cold outside, record cold in last 5 years, but we wanted to sit inside and feel good. I could also see the employees all had sweat shirts on, even those in the cooking area. I know back there is cold. I am wondering if the store mgr is trying to show good costs, on heat and electric (keeping it down)?? I found the food to be very good, fries excellent and hot and meal excellent. I did find my Coke to be little weak, I am wondering if you are doing a 5 to 1 ratio??? P.S. it was not very busy. Check your readings at the time I was there, 19:37 pm--** was my order #. Thanks and Good luck.
WELLSTON, OHIO -- Drive Through at the Wellston, Oh location on Fri, Sept. 27, 2013 at 3:49 PM. It was busy, with a long line -- not a problem. I don't mind waiting my turn. Ordered 5 piece wings, 2 McDouble sandwiches and fries (special request for fries to be prepared "extra crispy" -- noted on receipt). Sandwiches were obviously prepared in a great hurry with catsup and pickles hanging out 1 side of the bun and the meat patties hanging out the other with the cheese outside the bun altogether -- one was in the bag not totally wrapped.
Wings were very well-done and exceptionally greasy, leading me to believe they had been sitting awhile and then "refreshed" be immersing them in the hot grease again. The fries, which I had requested "extra crispy" were pale, limp (very limp) and unappetizing -- the cat even rejected them.
This is a fast food restaurant and I certainly don't have high expectations, however this was beyond bad. I called to get the phone # for the District Manager, and was told I need to contact ** at 710-0053 - this turned out to be a wrong # and I called again to request a correct one and was told "We gave you the right number before!" and then the phone was slammed down.
I called the Jackson, Ohio location to request the correct #, was once again told to contact **, the owner-operator, at 710-0523 (please note different #). I contacted his voice mail and left a message with my name and phone # on Friday 9/27/2013 at approx. 4:50 PM. NO RESPONSE!! Called again Monday 9/30/2013 at approx. 3:00 PM. and once again went directly to voice mail.
Left message with my name and the fact that this was my 2nd attempt to contact him. I also said I would post the issue online. In view of the owner-operator's lack of response to my messages and the employee's attempt to misdirect my call by giving me incorrect information, I won't be returning to the McDonald's location in question, in spite of the convenience, however I will tell my friends and acquaintances about my experience.
GALLATIN, TENNESSEE -- My wife received a coupon for a "Free" sandwich at McDonald's and I decided to cash the coupon in. There was a special for the same sandwich as the coupon, so I asked if the coupon could be used for the special. The order taker did not know then asked her supervisor if it could be done. Without even looking at the coupon, she was saying I could get the deal without it, however the coupon was only for the sandwich and I just wanted to know if the coupon would be good for the special since it was free.
The supervisor then (still without looking at the coupon) started to drone at me, (never looking at me at all or the coupon) how the business was run. Being ignored as I was, I informed her that I had spent many years in the food industry and knew how it worked and she was not listening to me or trying to understand me at all. She turned to a higher management person to come over. He also had no idea what was happening, dismissed my presence and then started to talk down to me about how I needed to understand the special.
I interrupted both of them, asked for the free sandwich for my wife and I would leave. The manager then said as loud as possible that when she was treated like she was to refuse to wait upon whoever did so. I was probably as rude as they were at this point and was very unhappy about the situation. However, I felt as though I was totally dismissed as having any importance as a customer.
I started working in the food industry in 1960. I worked for mom and pop, local chains, major national chains and four star international restaurants in my lifetime. I also have had the time that I worked for the McDonald's chain as well. NEVER have I seen such a loss of touch with the consumer as this was. I will remember this ordeal for a long time and if ever asked, will give my story and opinion freely. I also know the value of word of mouth advertisement. If you get cheated or treated badly when I was in business word of mouth either corrected the problem or eliminated it.
WEST HARTFORD, CONNECTICUT -- This review is not about the food it is about how McDonalds took my complaint serious and did something about it. Last week my husband and I had some rare time alone and were out and about doing errands. We stopped at this McDonald's about 4:00 PM for a snack. The service was great and the food was good. What happened next was shocking. A group of kids (about 15-20 years old) came in and went table to table wanting us to listen to their spiel and passing out pamphlets.
Come to find out they were from PETA. We told them nicely we were not interested in listening. They would not listen. We told them again we were not interested and at that point one of the girls said, "you don't want to hear what we have to say?" WE again said no and "we are having a private conversation," and "please leave." They went table to table doing this and everyone was asking them to leave.
The shocker to me was when we were leaving I decided to mention it to the girls working. Two of the employees listened and were concerned, but when they told the shift manager she snapped at me that they have a right to be there that they can not ask them to leave.
When I got home I sent an email to McDonald's, NEVER expecting a response. Next day I got a call from the DM. He wanted to talk to me about what happened. Of course the shift manager covered her butt and said I was talking about the kids in the playscape, but I told the DM that I made it clear it was the PETA people.
Next day I got an email from Corporate apologizing and assured me that they will take care of the issue and that they were not allowed in there. Few days later got an email from the store manager stating the same. All in all I was pleased with the outcome. I hope that they did talk to the staff and make it clear that groups cannot harass paying customers inside the store.
FORT SMITH, ARKANSAS -- McDonald's coffee has been my favorite for years. I would choose McDonald's over any coffee house coffee, (Starbucks, etc). I would always get a large coffee with 8 cream. Well then they started putting the cream in it for you. Well this was OK, but then noticed it was all cream no coffee taste. Well then I noticed they wouldn't fill the coffee full. It would be an inch or two from the top on the cup. I started asking for cream on the side now and for a large cup of coffee it take one cream and when you look in the cup you can see the bottom of the cup. Pathetic. They even raised the price on coffee.
Now it takes me on to the oatmeal. Again an inch or two below the rim. I know another gentleman in my office that gets upset with them about this. He asked for a large Coke instead of a medium and paid for the large but when he got to the window they gave him a medium drink. When he told them it was a large the girl poured the medium drink into a large cup and added more ice and handed it to him. Pathetic.
If I get a bagel with cream cheese I pay for an extra cream cheese but it doesn't seem to get into the bag. When I ask about it they argue it is in the bag. Now if you want extra condiments you pay for it. If you notice the meat patty is half an inch from the side of the bun. Today I got a bacon biscuit for breakfast and it was only a half a piece of bacon on it. Well I got a Cheeseburger Happy Meal for lunch, the fries were cold and hard. Eating them made you choke. The cheeseburger was so cold the cheese wasn't melted. It is very sad.
I won't even get into the drive through lanes. If this one lady isn't there to take the money you can forget getting anything right. She is truly the only good thing at that McDonald's. They truly have pushed me over the edge. I will not return. I will have to find another route to work. Pathetic. If they are going under they need to shut down some stores and concentrate on building the business again. Quality and service are two main factors that need to be paid attention to. Not just the all mighty dollar. You will end up losing McDonald's.
FOND DU LAC, WISCONSIN -- About a year ago, I noticed that DT presenters were actually putting the bag out the window before I'd even pulled away from the payment window. I found this to be incredibly rude. Almost as if the presenter were saying to me, "Hurry up!! Your food is ready!!" This practice had declined, so I thought that perhaps it had rightly been discontinued. Sadly, I was mistaken.
Today, I went through the DT. I had the audacity to pay with cash--and looked up before pulling ahead. The bag containing my food was completely outside the building. I hadn't even hit the gas yet. It is March in Wisconsin. You don't put French fries outside a building in 40-degree weather. I told the presenter that I found this to be rude and detrimental to the quality of my order. She dismissed my concern, since this was the way your employees are trained.
Before I left work this afternoon, I phoned the number on my receipt and asked to speak to a manager. The person who answered the phone stated that she was a manager. I related my experience. The only response was, "This is how we train them." I repeated that I found it to be incredibly rude, and that my food was getting cold. We went around for a couple of times, and finally I asked if she could pass along my complaint. She verified that Valley Management, with its 16 restaurants, would be the group to contact, since this group owns the McDonald's restaurants in my city. Interestingly, I can't find an e-mail contact for Valley Management.
Thanks to the unannounced character limit on the McDonald's website, I had to leave out some information. I worked at McDonald's when I was in college. The core values were Quality, Service, Value, and Cleanliness. The Quality of my order was compromised the second my food hit the outdoors--my fries were being chilled by the outside air. The Service, as I noted to the presenter and later the manager who answered the phone, was incredibly rude.
The only thing more rude would have been if the presenter had been shaking my bag while she held it out the window. Value--diminished each second my food hung out the window. I can't speak to the Cleanliness. I would like for Valley Management to revisit this policy of putting food outside the DT window before the customer actually gets to the window.
TOPEKA, KANSAS -- After spending many hours in a chair for graduation, I wanted to get a quick meal on the way home and take a shower. When we drove up, the gentleman taking our order kept joking around but eventually seemed to get it right. We paid, got our food, and went home. When I got home, I realized one bag had a happy meal and the other had one thing of fries and sandwiches. The chick ranch BLT was missing in addition to the second thing of fries to go with the second meal.
I called and asked for a manager to see if they could figure out what happened to my order because I only got two bags and they wanted me, pregnant, and my husband who recently had surgery to drive all the way back to fix their mistake. I asked if they couldn't just refund it and their reply was "not without a card". Not only did I have to waste time and money but they expect to waste gas too. I shouldn't have to check my order 3 times to make sure I'm not getting screwed. This is just another reason why McDonald's is going to continue to lose market share. Bad customer service.
FARMINGTON, NEW MEXICO -- While I usually don't visit McDonald's on a regular basis, I tend to eat there during their Monopoly promotional games. I have noticed however, that there are certain items that do not come with a game piece. Accidental? I think not. Probably a marketing ploy. Our local franchise (and perhaps all others) always offer any size drink for $1. So the obvious choice is to always get the large size, since you're paying the same amount regardless. However, I have noticed that during the Monopoly promotional game, they do not include game pieces on the large sized cup. Instead, they offer it on the medium sized cup. Why not just have the game pieces on all drink cups?