McDonald's Corporation Complaint - 29 Minute Wait For Food
Resolution Update on 10/31/2011:
Here is the second email I got from Tanya Holliday (the first one was just from the TanwayEnterprises), who I think is the owner.
Message body Dear Mr. My Name,
We offer no excuses, just a boat load of apologies as we will continue to smooth out the lumps and bumps since reopening. Again, we apology. Please understand that clearly this is not our intentions.
We value each and every customers! Therefore, please allow us to " right the wrong". We would like to provide you, your exact same meal FREE .... at your convenience.
Please provide an address so that we can mail you "Be Our Guest" cards or you can let me know when you will be back so that we can grant you a better experience, again with your total meal replaced!
Thanks for taking the time to provide feedback. It is very helpful as we continue to train our new staff. And, again, please accept our apology.
Sent from Tanya's iPad . . . Thank You & Make It A Great Day!
ABINGTON, PENNSYLVANIA -- Here is the email that I wrote to tanwayenterprises@Yahoo.com (as that is the email address at the McDonald's that says to email if there are any questions or concerns).
To whom it may concern,
On the morning of Saturday, October 29th, 2011 I went to McDonald's (the newly renovated store #842 on Old York Road in Abington, PA) to get my wife and I some breakfast. I decided to go inside, since I wasn't 100% positive what I wanted yet. When I went inside, I looked at the menu and decided what I wanted. The cashier assisted me and took my order. I got my receipt at 9:31 AM (that is the time stamp on the receipt as well). My order was a small coffee, 1 big breakfast with hot cakes, 2 bacon egg and cheese Mcgriddles, and 1 order of hash browns.
There were approx. 4 orders ahead of me (on the inside orders). They seemed be getting a little restless, but slowly and surely, some of them were getting their food. I noticed that the screen that shows the orders were approaching the 600 second mark, and at times, exceeding it. I understand that it's a Saturday morning, so it may take a little longer than normal. More people were coming in and placing orders inside. The people who were helped before me eventually all had their food and I anticipated my food to be one of the next ones to be served. Several minutes went by and I still didn't have my food, while people after me (checking the screen that we all could see, some of those people had the same food items that I had ordered, but not my order).
At about 9:55, one of the employees asked me what I ordered. I showed him the receipt and he said that they would work on it. For some reason, my order was no longer on the screen, so I'm thinking that they removed it without filling it. I'm not sure why they would do this, though. Finally, at 10:00 AM, I received my order. I requested my receipt back, but they lost it on the ground, so a new one was printed. I was not given an apology of any sort for having to wait so long. When I did get home, the coffee that was order was cold. I believe that there should be hash browns included in the big breakfast, but it was not included.
Normally, I have no problem waiting for food when things get busy at a restaurant or a fast food place, but waiting 29 minutes for an order is ridiculous at a fast food place. I could have gone to a sit down breakfast place and received my food in 29 minutes. I went to McDonald's because I wanted breakfast that I could bring home somewhat quickly, but having to wait 29 minutes for my food isn't quick by a fast food standard, and not even for a breakfast restaurant standard.
I did see the email address posted behind the registers asking to email with any comments or concerns, so that is why I am emailing this to you so that something can be done to help with the problem.
Thank you for your time and look forward to your response,