ComplaintsforMcDonalds

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/27 at 5pm The manager on duty asked me to pull into a parking space because my door would take 5 minutes too cook. They waited until after taking my payment to inform me of this or I would have declined service. After refusing to be pulled she stated she would call the police, I asked for a refund. She refused to give me a refund so I waited in the drive through for law enforcement. When law enforcement arrived the manager then agreed to give me a refund. She also stated for me to never come back to her store. She was very rude, unprofessional and this caused more customers behind me to just leave the line and not be serviced. Her response was she has to keep her drive through times down. After looking at my bank statement this morning she canceled my refund so I am out of the money I spent and didn’t get any service. Her name is,

  Business response

  12/14/2023

  Susan O'Connor Owner  McDonald

   

  Ms ****** Called our 1-800 complaint service. 

  The general store manager on duty tried to calm Ms. ********. Funds are always taken in advance at McDonald's  before the food is served. All food is made to order and she would always have a slight wait and on certain orders be asked to pull forward that we may serve other guests behind her in drive through.  This is standard practice. She refused to pull up which is not a problem as we will serve food from the cash window or deliver to the car when a guest does not want to pull forward. 

  When guest asked for a refund the manager after inquiring as to why, asked her for her credit card in order to issue the refund. Refund/Credit was given to guest and card returned. Guest accused employee of stealing her card when she could not find it her car. Guest would  not calm down and police had to be called. Guest did not use the best language.   Ms. ******** found her card after the police had to be called. McDonald's does not have the ability to cancel a refund without the card present. She would need to call her credit card company to address the refund cancelation. 

  She was issued a no trespass by the police.

  Customer response

  12/14/2023

  
  Complaint: 20925204
  
  I am rejecting this response because: I asked not to be pulled and they refused to serve me if I did not pull. I never used choice language I was polite the entire time. I have received cash refunds from McDonald’s before the manager on duty at the time was rude, sarcastic and snarky in her responses. She should not be allowed to work in any type of customer service. I am a nurse and I have been in customer service for years and I will never engage in the behavior she exhibited. 
  
  Sincerely,
  
  ****** ********

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