RC
Roselyn Class
Oct 15, 2026
Let’s keep in mind that this location now advertises itself as being open 24/7.
When I pulled up to the drive-thru between 3:05 a.m. and 3:15 a.m., the team member immediately told me to give him a few minutes. There was no greeting or acknowledgment, and I could hear what sounded like a buffering noise coming from the other side of the speaker. I wasn’t sure what that was about, but I waited patiently.
After a short wait, he asked what I would like to order. I politely asked what time breakfast service begins, and he informed me that breakfast doesn’t start until 4:00 a.m. No problem. I began looking over the lunch and dinner menu instead. A few seconds later, he suddenly said, “Oh, wait. It’s 3:15 a.m., and we don’t open back up until 4:00 a.m.”
I asked, “Okay, so you guys aren’t open 24/7?” He then proceeded to explain that they were preparing for breakfast and that he was counting his cash drawer.
If this location is advertised as being open 24/7, why was I asked to wait, only to be told afterward that they don’t accept orders between 3:00 a.m. and 4:00 a.m.? If there is a designated period when the drive-thru is unavailable, that information should be clearly communicated to customers and posted somewhere visible.
Rather than argue with the team member, I simply drove away and decided to call the store to get some clarification.
A young woman answered, and I explained what had just happened at the drive-thru. She then told me that their system was down and that this was the reason they couldn’t take orders.
When I asked why the team member at the drive-thru hadn’t simply explained that the system was down instead of asking me to wait, she claimed she was having difficulty understanding me because of noise on my end. I’m not sure what noise she was referring to, considering my phone wasn’t connected to my car and I was the only person in the vehicle.
At that point, the explanations seemed inconsistent, and it felt as though the conversation was being redirected rather than my concern being addressed. When I asked to speak with the manager, she informed me that she was the manager. I then asked why the team member hadn’t simply told me the system was down in the first place. She apologized and explained that she hadn’t been wearing her headset.
However, whether or not she had her headset on does not address the issue I was raising: why was I given conflicting explanations instead of being told upfront what was actually preventing them from taking my order? The lack of communication between the team member and the manager only made the situation more frustrating.
Perhaps next time, the team could provide a consistent explanation—or, even better, communicate honestly and effectively with customers.
For comparison, I’ve experienced situations at Wawa, Arby’s, and Culver’s where their systems were down, sometimes once or twice a week. Even during those situations, they made an effort to accommodate guests and manage the inconvenience professionally. From the customer’s perspective, the experience was handled smoothly despite the technical difficulties.
I’m not saying this to put anyone at McDonald’s down. However, this is not the first time I’ve had an issue at this particular location, and these recurring experiences are becoming concerning.
At the end of the day, I’m simply a customer asking for better communication, transparency, and consistency. If a system is down, communicate that. If the location is temporarily unable to accept orders during certain hours, make that clear. Customers can understand inconveniences and technical difficulties, but being given conflicting explanations only creates unnecessary frustration and undermines trust.
**A little honesty and better communication would go a long way toward improving the customer experience at this location.**