McDonald's Corporation Complaint - No Cheese + Outright Rudeness
BATON ROUGE, LOUISIANA -- I guess this is a double complaint, I'm just fed up. I've had problems with McDonald's for years simply because I'm the only person in the world who doesn't like cheese on their burger. I have nothing against cheese as a food item, just wish for it not to mingle with my meat :)
About 4 years ago I wrote to customer service about the McDonald's near my house in Lafayette, LA for continuously putting cheese on my burgers then being rude about redoing it. 6 weeks later I got an apology in the mail with a coupon for a double cheeseburger.....I'm Lovin' It!
So, for a while I ordered the Big N' Tasty because it was their only burger without cheese, and therefore harder for them to screw up. Then of course they removed that item from the menu so that all their burgers now have cheese by default. And the madness begins again.
Currently I live in Baton Rouge, LA and my roommate loves McDonald's so we go there a lot. We always go through the drive thru, always check our food, and always have to stop and go in to ask them to redo my burgers (they've yet to get it right even once even though I always ensure that the screen says "No Cheese" before driving forward).
I've worked at a fast food restaurant before, and have been employed in the restaurant industry as a server for a few years now so I always try to be pleasant to McDonald's employees despite their ignorance with the cheese thing and basic customer service (like apologizing for messing up my order....something that's only happened twice in the past 8 years).
So, here's the big part of the story. A few weeks ago my roommate and I were running some early morning errands and decided to pick up some McD's breakfast before heading home. We knew we would have to go in eventually (because I also don't like cheese on my egg mcmuffin), so we just parked and ordered inside. My roommate went first and got some pancakes, then I ordered myself the egg mcmuffin value meal (sans cheese). She asked me what I would like to drink and I said "orange juice, but could you upgrade it to a medium, I always finish before I even get home". When the price was a little higher than expected I didn't think anything of it because I knew she would charge me more for a larger drink. But then she handed me a cup. Figuring it was just a little mistake I said "M'am, I'm sorry, but I ordered an orange juice." She then turns to me and says "No you didn't, you ordered an egg mcmuffin meal with a medium drink and an extra orange juice." My roommate, who heard the whole thing spoke up; "Actually, I heard her, she never ordered an extra juice." While I felt the woman behind the counter was being a little rude about the whole situation, I knew my roommate had a short fuse and I didn't want the situation to escalate. From my experience in the industry, I know how voids, comps, etc. work and that it would be easier for me to just cancel my juice and keep the rest of the order as is (it's easier to split off an added item as opposed to something included in a meal). So I actually apologized to the lady for the misunderstanding and asked that she simply remove the orange juice as I wouldn't be requiring two drinks. (Once again, I wanted the OJ, but was trying to make things easy on this girl to avoid confrontation). The girl then gives me an annoyed look, turns around and yells for her manager, she then proceeds to tell the manager (who also looks annoyed) to cancel my entire order. At that point I was honestly too shocked to say anything. They refunded me. During all of this my roommate's order had been placed on the counter. She hadn't picked it up yet and the same looked at her and asked "You ordered hot cakes?", my roommate nodded, "Well there they are!". My roommate picked up her bag, informed the girl that the attitude was not necessary and we left.
You know, I've had to deal with unreasonable customers time after time in the food service industry and I know it can be tough. Which is why I always apologize for misunderstandings automatically even if it's not my fault. And when the customer is understanding about things, it just makes me want to make things right for them even more. As a customer in this situation, I did everything I could to make things easy on this girl because I didn't know if it was her first day, or if she had just had a bad morning. The drink really could have been a misunderstanding....if she was 95% deaf in both ears, but to have my entire order cancelled when I only asked to take off an additional drink, there was no excuse for that.
I am so tired of the way customer service has fallen in this day and age. Call me old fashioned but I still believe that when someone is paying for a service or product that you want them to buy from you, you should treat them with a little respect.
Just the other day at work, a lady at my table felt that her burger wasn't quite medwell. I apologized, my manager apologized, we cooked her a whole new burger, we comped her appetizer. Even though it was our standard medwell, we took full responsibility and did everything possible to make her happy and I thought it was justified because we wanted her to be happy with her experience and return. Then I go to effing McD's and get treated like crap for what? A lazy employee with a sorry attitude, and a perfect twin to every other employee that works there. So tired of this being the norm.