I am writing to express my dissatisfaction with how a situation was handled at McDonald's on the evening of June 8, 2026 at approximately 8:50 PM.
Earlier that day, my niece placed and paid for an order but never received her food. Since she had proof of purchase on her phone, including her receipt and transaction history, I accompanied her back to the restaurant to obtain the meal she had already paid for.
Upon arriving, I politely explained the situation to an employee and understood that the restaurant was busy. My niece and I waited patiently while staff assisted other customers. After approximately 14 to 15 minutes without any update, I asked an employee about the status of the order but did not receive a response. At that point, I was preparing to pay again for the food my niece had already purchased.
An on-duty police officer who was present advised me to return to the counter because staff indicated they were going to prepare the 10-piece chicken meal that had originally been ordered. Shortly afterward, we spoke with the supervisor, Luz.
My niece provided Supervisor Luz with proof of purchase, including the transaction details and order history. However, Supervisor Luz stated that the card numbers shown in the kiosk transactions did not match the transaction information we provided. Despite having clear proof that the purchase had been made, we continued going back and forth regarding the order for approximately another 10 minutes.
After waiting nearly 30 minutes in total, I decided to pay for the meal again simply to resolve the matter and avoid further delay. Supervisor Luz witnessed me paying for the food. After I completed the purchase, I informed her that I had paid for the meal. She then stated that they were already planning to provide us with the food. I explained that this information had never been communicated to me and that, had it been communicated clearly, I would not have paid for the meal a second time.
Supervisor Luz responded by saying that she had instructed an employee to relay that information. However, no employee communicated this to me. As the supervisor overseeing the situation, I believe it was her responsibility to ensure that clear and direct communication occurred, especially given that we had provided proof of purchase and had been waiting for an extended period.
I also explained that the issue could have been resolved much more efficiently. Rather than focusing on discrepancies between card numbers, the supervisor could have reviewed the proof of purchase we provided, acknowledged that the order had not been received, and communicated a clear resolution. Instead, the situation became unnecessarily prolonged and frustrating.
When I expressed my concerns, Supervisor Luz stated that there were other supervisors available. I responded that she was the supervisor who had chosen to engage with us and therefore had the responsibility to manage and resolve the issue appropriately. Unfortunately, the original order was not honored in a timely manner, and the overall customer service experience fell far below reasonable expectations.
Even the on-duty police officer commented that the situation reflected poor management, particularly given that we had provided documentation supporting our claim.
After the transaction was completed, I requested Supervisor Luz's name, which she provided. I informed her that I felt the matter had been handled poorly and that it could have been resolved much more professionally through proper communication, customer service, and management oversight.
It has been three weeks and still not accountability to the situation!!!!