I visited this McDonald's location this morning as a frequent customer. I am generally very patient and understanding, and I have continued to return despite experiencing the same issue on many previous visits. Unfortunately, today was no different.
After waiting approximately eight minutes in the drive-thru with only five vehicles ahead of me, I reached the pickup window and was once again instructed to pull ahead and wait for my order. My order consisted only of a Crispy Chicken Snack Wrap and a Children's Cheeseburger Happy Meal. Since I was more pressed for time than usual, I politely asked how long the wait would be. I was told it would be "at least five minutes."
When I asked why such a simple order would require an additional five-minute wait after already spending considerable time in the drive-thru, the young woman at the window responded, "We're busy. You can either pull ahead and wait, or I can refund you. That's the way it is." Her tone, facial expression, and overall attitude came across as dismissive and unprofessional. Rather than trying to explain the situation or show any empathy, I felt as though I was simply being told to accept it or leave.
I asked to speak with the manager. While I was waiting, another employee came to the window and stated that they were busy inside as well as in the drive-thru, and that was the reason for the delay. Although I did notice the parking lot was somewhat busier than normal, it certainly did not appear unusually crowded. Considering it was the Friday of a long weekend, I would have expected staffing levels to reflect the anticipated increase in business.
When the manager arrived, I again asked why I was expected to wait another five minutes for such a simple order after already waiting so long in line. She explained that they were busy, short-staffed, and asked me to pull ahead so they could continue serving the vehicles behind me.
I pointed out that I understood why customers are often asked to pull ahead—that it helps improve drive-thru timing statistics by allowing the order to be marked as completed sooner. Rather than acknowledging my concern, she denied that this was a factor and stated that they simply wanted to serve customers with smaller orders, such as coffee, more quickly. She also told me that if I wanted to remain at the window and wait, I could do so, but that every minute she spent talking to me meant I would be waiting even longer because she was the one running orders.
When I asked why they were so short-staffed, her response was that people had called in and that she had "a lot of teenagers working for me."
I found that comment particularly disappointing and offensive. As the parent of teenagers, I do not appreciate the implication that employing teenagers is somehow an acceptable explanation for slow service or operational challenges. Young employees are fully capable of providing excellent service when they are properly trained, supported, and managed. Staffing challenges and employee development ultimately fall under management's responsibility, not the age of the employees.
To the manager, I would respectfully say that better leadership is needed. If employees require additional training, then they should receive it. If staffing shortages are a recurring issue, then those concerns need to be addressed proactively. While I fully understand that occasional delays happen, this has become a consistent experience at this location rather than an isolated incident.
The purpose of a drive-thru is to provide quick and convenient service. When customers repeatedly spend significant time waiting in line only to be asked to pull ahead and wait even longer, it defeats that purpose.
I continue to visit this location because it is convenient, and I genuinely try to be patient and understanding. However, after repeatedly experiencing the same delays along with the dismissive and unprofessional customer service I received today. As of today I frequent the other location.
I'm guessing mystery shop score has already been done this month.