McDonald's Corporation Informative - Unacceptable Customer Service
BEL AIR, MARYLAND -- McDonalds - Bel Air, MD, Red Pump Road - Don't go their!
I sent the letter below through the McDonald's corporate website...NO RESPONSE. Do the problems this company has start at the top? I'm hoping someone in the company that actually matters sees this...
We've all had bad service, and trust me when I say, I've never asked for a refund for food from any where before, let alone drive back to return food! I also have never been treated so badly by someone who's wages I'm helping to pay. The girl at the drive thru was just plain nasty. I worked at Arby's when I was "pain in the A** teen", and was never rude to customers (EVER!). Always catored to their needs. What's happened in 10 years to the youth? (or is being 25 really old now??)
Dear McDonald's Customer Service,
I am not a regular McDonald's customer, but tried one of you new Asian Chicken salads and really enjoyed it recently. As and MBA, with a B.S. in Marketing I fully appreciate your company's marketing strategy to regain market share, and target consumers such as myself. Not that one customer matters to your large multinational corporation, but you have lost my business, and gained some negative word-of-mouth. Regardless, I will dispense some free marketing research for you.
Tonight I had the worst customer-service experience I have ever had at any restaurant. I won't go into details, but it started with the curtness of the associate taking my order at the drive through menu. The associate who gave me my order was down-right rude. The new ginger salad dressing was missing from my bag, so I politely asked her for some. Her response was an annoyed, "I didn't pack your bag" Then, she told me the other girl had advised me they were out of the dressing (no one told me that, so someone was lying to me). Poor planning must have created this, if in fact, they were out of a new "hot" product.
I got home, five minutes later, and the fries were very cold. I didn't even want to try the rest. I drove back for a refund, where I waited behind one customer for about 10 minutes (very slow service), before I was even acknowledged by anyone. The 2nd assistant manager, Mike Corelli, was nonchalant, but issued a refund. No apology. Please remember: CEO - clarify, empathize (apologize), and offer a solution. Please train your people, especially managers!
The store manager at this location is named Steve Snyder, who I did not meet. I believe you have a management problem at this store. It's a high volume store, I'm sure because of the location, so improvements may help your EBIT a little!