I am a current employee of the McDonald's corporation and currently work as a "Swing Manager" at a local McDonald's in upstate NY. (A Swing Manager is just a shift manager) I'm sure upon entering this it will just become one in a million, seeing as McDonald's is the second most "commented" corporation on this site, which does not surprise me. Let's be honest and get two facts straight first.
Number 1: McDonald's is franchised
What does that mean? There are owners within the corporation who control on a few stores and then report to supervisors, who reports to area reps, who report to the corporate aspect of McDonald's.
Now some of you out there, may be doubting my all knowing McDonald's factoids, but I dare you to go to a local McDonald's and ask for the store manager who can give you the number of the store supervisor, and upon speaking with an actual supervisor, ask for the number of their area rep)
Sure it's a long line of lanky-s and who-dads, but did you honestly think it operated so simply? okay, moving on..
Number 2: "It's all in the fine print"
What I mean by Number 2, "It's All In the Fine Print", is that upon quickly glancing through several "complaints" these are easy fixes, at the end of all the commercials, it says, "at participating locations only" or "while supplies last" or "individual locations may vary"
Also, McDonald's does not serve breakfast all day/ nite, plain and simple, they just don't, it would be a pain in the u- know- what, to cook breakfast meats and make eggs, and make lunch meats-- it's not a complimentary system when combining breakfast and lunch.
As I explained before, the whole McDonald's franchised- thing. Very few, "crew members" ( ie basic employee) know exact McDonald's "going's ons" like where "they" are building a new McDonald's or where happy meal toys are made.
**This type of information is not shared with "crew members" unless it is happening specifically in their franchise or if there is a national promotion ex. McRib, or a special event, like Monopoly.
Obviously, I haven't worked at McDonald's my entire life, but before I worked at McDonald's I was a customer of McDonald's.
I have to say though, some of these complaints are legitimate, ex. finding inanimate objects in food, or bugs in drinks, things like that are clearly sanitation issues at those specific locations, and I can ensure "you" (whoever reads this) that not all McDonald's are operated that poorly. Honestly, if I'd had an experience equal to that, I would never want to look at another McDonald's ever. Other complaints, such as, getting a cheeseburger with pickle when asking for no pickle, again, sadly, you just received a daft order taker, sorry. I'll explain..
When you walk up to the front register there is a person pushing buttons on a computer screen that is connected to a computer screen in the back the "grill area" where the food is made, that tells that food makers what to make, and to put or what not to put on the sandwiches.
The same thing happens when you pull up to the speaker in the drive-through, it is distinctly TWO different people that take the order and make the order. and without going back to complain about how your food was made, that specific McDonald's may never change training processes or fire that rude person that ignored you when you asked for, "no tomato".
P. S--> If you're so curious ask to speak with the store manager and set up a date to get a store wide tour, and ask sanitation ( ie cleanliness) questions and ask why they don't serve breakfast all day, or what the register looks like from an employee's position.
Please, if you have any more questions comment this post, with your e-mail address and I will answer, to the best of my knowledge, any and all questions you have.
P. P.S--> For more information check out Mcdonalds.com, if you have a receipt and recently received an incorrect order please let that location know, so they can correct the situation.
Love and Gagas fellow blabbers,
(Disclaimer: This was meant to be a helpful and informational post, please keep it informative)
EDMONTON, ALBERTA, CANADA -- I rarely go to McDonald's, and my last outing to the location at 8415 109 Edmonton reminded me why.
When I arrived, there was a slight lineup, and I assumed my position at the back. It moved forward slowly, and when I was finally next in line, a McDonald's employee came from behind the counter and wordlessly stepped in front of me to place an order. I was exhausted and hungry, so I gritted my teeth and let her get her food, although any halfway respectable fast food outlet would have her wait until her break wouldn't disrupt customers.
It was finally my turn to order (after about 10 minutes since arriving), and I purchased a six-piece nugget meal with a sundae on the side. The teller fumbled with the register and we eventually exchanged money and change after she corrected her mistakes for 5 minutes.
She then proceeded to pour my drink, at which point I noticed that a bottle of disinfectant and a dirty rag were sitting immediately beside the ice container. This was slightly off-putting, and should not be left in clear view of the customer.
While she was pouring my drink, another staff member approached her and whispered something to her, to which she distinctly replied "that's gross". I didn't even want to speculate as to what they were referring to. Again, I was just tired and needed sustenance.
I received my food, which was technically the correct order, but completely inedible. The coke was overflowing, spilling on some of my fries, and it didn't taste at all like coke--more like tonic water and some vague, faint chemical. I took one sip before giving up on it and setting it aside to toss out.
The nuggets and fries were both lukewarm and tasted as if they had been sitting around for a while. I forced myself to eat half of both before giving up and tossing them out as well. And I was VERY hungry. The sundae was okay, at least.
I went to The Dump my uneaten meal out, and couldn't find the garbage anywhere. After checking the usual spots, I noticed that it was, for some reason, located directly in the way of stairs that lead to further seating. I threw my food out in disgust. By the way, there was another disinfectant and rag combo lying on one of the tables.
Since one of the rude and indifferent employees there was clearly a manager, I looked for a complaint form, to no avail. I went home and looked online for a way to contact McDonald's. This only turned up phone numbers for their branches in Toronto, Montreal, and Vancouver and a mailing address. I assumed that head office would want to protect their reputation and punish irresponsible branches, but apparently it doesn't matter to them at all. So I went here. If the company doesn't care, hopefully someone in Edmonton will read this and I can do the least bit to spread the word about the quality of that branch.
I know that the service industry sucks and that those people make minimum wage and are yelled at by morons, but they are put in a position of trust when they handle people's food. I'm surprised that I didn't get food poisoning, and I don't think that anyone who works there should even be cooking for themselves. Their commitment to sanitation is extremely suspect, and their contempt toward their customers is obvious.
Their service was horrible, their food was repulsive, and there were garbage cans and chemicals lying around randomly. I won't be coming back.
I have worked for three different McDonald's in the course of nine years. I have so much I could say it could quickly turn into a book, but I will try to keep this simpler. I am one of those employee's that the other employee's give a bad name to. I always do my very best to ensure orders are correct and I am a perfectionist and will not serve anything I do not find acceptable. I have even argued with managers about this. Over time though this has become harder and harder for me to achieve and I am anxiously awaiting the end of summer because I am leaving. It saddens me to think of how much pride I do take in my work and all the factors that are attributing to my leaving. One reason is I can not stand working with the people that don't care, including managers. The other is that people as a whole are not the easiest to deal with and I can't stand it anymore. I have read a lot of these complaints and though I can agree with a lot of them, some are just insane.
I have also noticed that on the off chance of someone saying something nice no one comments, but you put up one bad thing and everyone has something to say. Obviously those people have never worked with the public. We like to joke at work that it should be required that everyone works one year in fast food, so then maybe they would have some compassion for those who do. I can not tell you how many times people order things wrong or are just plain rude. My favorite, when people are on their cell phones in drive through, then act like we are interrupting them by taking their order. And don't bother trying to be polite and say thank you to them because they will just grab their stuff and leave. I once commented to an older gentleman that it was so nice taking his order that was filled with please and thank yous. He asked if most people didn't and I said no, they typically talk to you like your an idiot. His response was that if he didn't talk like that his mother would have slapped him. I have a nine year old son and we are always reminding him to say please and thank you when ordering out (which we do often.) Maybe some of you that read this can remember to do that next time, it will get you much farther. Anyhow, it is sad how people talk to you when you work at McDonald's and I'm sure many other places.
I am not any less of a person than you because of where I work, it just so happens to fit my life style and my hours so that I can be home at night and on weekends with my son. My biggest complaint right now would have to be what happened to me today. I was working in drive through and had a customer that asked to pay for the order two cars behind her. I told her that I would have to wait until she pulled to the next window because I can only take two orders at a time because of the space between our speaker and window. She said that was fine and pulled up, I then took care of the next car and took the order for the following car and went to the first window and received the payment from the person waiting there. No problem. When the next car pulled up I explained to the two women inside, the lady two cars ahead of you paid for your order. The driver asked who it was and I told her I didn't know, she then asked if it was a woman and I replied yes. The passenger then asked me something that I didn't hear so I very politely asked her what she said. She asked if it was a van and I told her no, I was not sure what it was. She then (a little rudely) asked again if it was a van and I again said no. She then (VERY RUDELY) said a van V-A-N van and I said no it was a blue box something, not knowing what they are called. To which she replied "Yeah like a van."
At which point I shut my window and took the order of the person that was waiting for me. I could not believe that this woman talked to me like that after I answered her the first time, and to spell it out like I was some moron. I may not have known what this vehicle was called (box on wheels perhaps) but it was not a van. I own one and am pretty sure I know what they look like. By the way no offense to the people that own them, I just simply do not know what they go by. But anyhow, now that this is a book. Please people, give respect, say please and thank you when you order. And if someone makes a mistake politely point it out. Most of them time it will be fixed and even if it happens twice give them a chance. You honestly have no idea what they are going through. It may be training but maybe just maybe this person has something horrible on their mind, like the loss of a loved one or something, but they can't afford to take time off or something. May be extreme but you don't know. If it happens three times then get mad but do not lose your cool.
We are all human, we all make mistakes, the world does not revolve around any one of us (like so many seem to think) and we would all be in a better place if we would get over ourselves sometimes.
ROSEMONT, PENNSYLVANIA -- In my lifetime (67) I have visited many McDonalds 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 mind and I really will not go back to this store, if possible.
Looking at the dinning room, there was low lights, several burned out and it looked dirty to me, then looking at the floor, this was 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 is 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--6105253025# 311 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).
(1.) 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 all together -- one was in the bag not totally wrapped. (2.) 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. (3.) 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 Brad [snip] 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 Brad [snip], 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 mis-direct my call by giving me incorrect information, I won't be returning to the McDonalds location in question, in spite of the convenience, however I will tell my friends and acquaintances about my experience.
COEUR D' ALENE, IDAHO -- I recently worked at the McDonald's on Appleway in Coeur D' Alene, Idaho, and I was mistreated by my managers and by most of the employees that I worked with on a daily basis. I was working as a presenter (drive through) and the customer at my window had told me that I gave her the wrong drink and that she ordered something different. So I gladly take the drink back and apologize for my mistake and I go back to get her the drink she said she ordered and the crew trainer that I was working with started talking very rudely about the customer, not realizing that my drive through window was not shut all the way. so the customer opened the window and was very angry took her drink and drove off.
I went to go talk to my manager about it and he seemed very busy, but he told me when I start working there that if I had an issue with another employee that I should talk to him about it so I did. He brought the girl into his office talked to her and when she came back to work with me and did not change a bit. All in all I had worked at that McDonald's for about 2 weeks before I quit because I was getting mistreated by my fellow workers. I was always getting dirty looks and all I would do is smile and say hello. I kept to myself most of the time I worked grill with all the boys so I made a few friends with them. some were jerks but guys will be guys.
All the managers in that store other than one person were very rude. The day I told the managers that I was quitting, they seemed to not care at all. The only thing that the general manager said was to have another crew member tell me to "get out of their store now" and I was hurt by that. He didn't even tell me himself. he watched the crew member tell me. So I very angrily walked out of the store. That restaurant was very dirty, the people working there were rude, and judgmental. No one seemed to care about anything but the hours they were getting and the checks they were receiving. I felt like an outsider because I was actually interacting with the customers and trying to be friendly. I tried keeping my work space clean and the food as fresh as I could get it. I felt like I was the only one doing my job how it was meant to be done. I have gone to school for business for a couple years. So I know a little bit about teams, managers, taking are of your business, things like that. I was very shocked and a little grossed out about this store particularly.
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 who ever 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 McDonalds 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 McDonalds about 4:00PM 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 speal 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 McDonalds, 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 can not 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 and 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 chock. 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 stored 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.