Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  BBB NOTE: Consumer has filed 2 previous complaints that were sent to BBB Chicago.   It appears that BBB ************ (********) should handle this complaint.  Due to the delay in the processing of the complaint BBB Columbus manually entered a complaint for the consumer - see below for information we received from the consumer.

  Narrative: 8.9.2024 Complaint #********.
  

  Initially submitted via complaint# ******** ******* IL BBB, within an hour of the experience. Visited drive thru on 7.28.2024 at 12pm. The female taking the order asked me 3 times to repeat my order, then screamed "this is not your order,.just pull forward" after I advised her that the order was incorrect on the screen. I then pulled forward to the pay window and asked for the manager. The cashier called him to the window & when he arrived I asked his name and he refused to provide it. I asked for his 1st name or just his initials & he again refused to provide the information. In the absence of his name, I advised him of the rudeness that I experienced at the drive thru speaker from the female order taker and asked if he could oversee my "special order" of no lettuce for correctness? He said NO and advised if the order is wrong to come back and they will correct it. I explained that I had placed the same order a week earlier and it was incorrect and I did not want to get all the way home and have to return - when he could simply oversee order correctness "now". He then said, "Ma'am, you can go visit another McDonald's, he snatched my Debit Card from the cashier, handed it back to me, and then SLAMMED THE WINDOW SHUT right in my face. In disbelief, I pulled to the next #2 window where the orders are picked up. I asked the female representative at that window who is the Area Manager for this location? She said she doesn't know what an Area Manager is? I said ok, who is the manager here today and she said: "*****". She then called him to the window and it was the same manager that came to window #1. He told her "No, DON'T SERVE HER" and he then SLAMMED THE 2ND WINDOW CLOSED in my face! I have never visited a McDonald's or any other restaurant, had my order + payment refused and experienced such TERRIBLE service! I would like for an Area or Upper Level Store Manager to review the drive thru video for this date/time and then please contact me for further discussion.
  

  
  

  Customer response

  08/19/2024

  8.9.2024 Complaint #********.

  
  

  Initially submitted via complaint# ******** ******* IL BBB, within an hour of the experience. Visited drive thru on 7.28.2024 at 12pm. The female taking the order asked me 3 times to repeat my order, then screamed "this is not your order,.just pull forward" after I advised her that the order was incorrect on the screen. I then pulled forward to the pay window and asked for the manager. The cashier called him to the window & when he arrived I asked his name and he refused to provide it. I asked for his 1st name or just his initials & he again refused to provide the information. In the absence of his name, I advised him of the rudeness that I experienced at the drive thru speaker from the female order taker and asked if he could oversee my "special order" of no lettuce for correctness? He said NO and advised if the order is wrong to come back and they will correct it. I explained that I had placed the same order a week earlier and it was incorrect and I did not want to get all the way home and have to return - when he could simply oversee order correctness "now". He then said, "Ma'am, you can go visit another McDonald's, he snatched my Debit Card from the cashier, handed it back to me, and then SLAMMED THE WINDOW SHUT right in my face. In disbelief, I pulled to the next #2 window where the orders are picked up. I asked the female representative at that window who is the Area Manager for this location? She said she doesn't know what an Area Manager is? I said ok, who is the manager here today and she said: "*****". She then called him to the window and it was the same manager that came to window #1. He told her "No, DON'T SERVE HER" and he then SLAMMED THE 2ND WINDOW CLOSED in my face! I have never visited a McDonald's or any other restaurant, had my order + payment refused and experienced such TERRIBLE service! I would like for an Area or Upper Level Store Manager to review the drive thru video for this date/time and then please contact me for further discussion.

   

  Desired Outcome: An Area Manager Phone Call. I also believe that because I was horribly treated and had to drive elsewhere and even further to grab a bite to eat, because the shift manager told me to go to a different McDonald's or somewhere else before slamming (2) windows in my face,.. some gift cards would be a (start) towards compensation. 

  Business response

  08/29/2024

  I have talked with the customer, *********************, we have resolved her complaint.

  Customer response

  08/29/2024

  Better Business Bureau:
  
  Per a conversation with a Regional Manager, a satisfactory status update regarding the now former employee(s), and a compensatory offer that is being mailed, I accept the business's response to my complaint; I consider this matter closed.
  
  Regards,
  
  *********************

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