McDonald's Corporation Complaint - Complaint e-mail sent to McDonalds.. worst service ever!
I would have to say this was the worst visit I have ever had at a McDonalds. My mother and I arrived at about 7:50 pm on 12/18/10. There was one guest in front of us. The girl at the counter took her order and then proceeded to help fill orders for drive thru ( they where busy ) but not once did she look at us or acknowledge we where standing there. After waiting 15 min she took our order. She never apologized for the wait and never bothered to make eye contact. I understand they had a backed up drive thru but at a very minimum an apologized for the 15 min wait was in order. Annoyed already we made the order and stepped aside to wait for it to be filled. By that time there was already a line forming behind us due to the girl taking so long to take our order.
The manager was very busy filling orders and put our bag of food on the counter but said nothing to us( this was 15 min after the order was placed ). My mother asked her is that was our order and she said yes but I am waiting for a sandwich. Again she didn't apologized or even acknowledge that fact that we had been waiting so long.
My mom then told the girl at the counter the food was getting cold and she just turned away and took the order for the next guest. She didn't even acknowledge my mother. The order sat there for about another 10 min and then she added the sandwich. My mother told the manager the rest of the food was cold at that point. The manager then responded with " I am doing the best I can ". Again no apology... We then asked for our money back and left. The restaurant at that point was filled with guest and every single one of them saw this. We arrived at this McDonalds at 7:50 and left at 8:35. Is this acceptable for a to go order? I understand when things get busy and there may be a longer wait but the guest should be made aware of this and again an apology should be given. I felt like we were ignored and the manager could have cared less if she kept out business or not. She just took our food and put it behind the counter when we asked for our money back. To add insult to injury she gave us the incorrect change when the refund was given.
Out order was
1. Crispy chicken meal ( large )
2. 20 pc nuggets
3. 2 kids meals
Total = $ 24.00
Because of this we will never go back to this McDonalds even though it is very close to my mothers house. I work for a very large Automotive company in the consumer affairs office. I know good customer service and I know sometimes things get rough. But when that happens the manager of all people should be the first to acknowledge a guest and apologize.
We left McDonalds that night and went to Taco Bell up the street and purchased our food. We where in and out of there within 15 min.