LW
Lyquiesha Weeks
Aug 27, 2026
I am writing to formally complain about an extremely disappointing and unprofessional experience at the McDonald’s located near the intersection of Southern Boulevard and State Road 7/US-441.
I placed my order through the McDonald’s app approximately 15 minutes before arriving and selected curbside pickup. When I arrived, I checked in through the app and indicated that I was there for my order. After waiting outside with no food being brought to my vehicle, I finally went inside to find out what was happening.
When I entered the restaurant, I discovered that my order had simply been sitting on the counter in the corner and was completely cold. I explained the situation to an associate and asked if the food could please be remade. The associate was polite, understanding, and apologetic, and she agreed to have the order remade.
I then waited approximately another 15 minutes for the replacement order.
What happened next is the reason I am filing this complaint.
Rather than apologizing for the inconvenience or addressing why a curbside order had been left sitting inside the restaurant, the manager turned to me and stated that if I wanted hot food, I should have specified that when I ordered it.
I was honestly stunned by that response. A customer should not have to specify that they would like their McDonald’s order served hot and fresh, particularly after selecting curbside pickup and properly checking in upon arrival.
When I questioned why she was becoming defensive rather than simply apologizing for what had happened, the manager proceeded to raise her voice at me, telling me to “order hot food,” saying that they were busy, and continuing to argue with me in front of the restaurant.
Being busy does not excuse this behavior.
Mistakes happen. I completely understand that restaurants become overwhelmed, orders get missed, and employees have difficult shifts. In fact, the associate who initially assisted me handled the situation exactly as I would expect—she acknowledged the problem, apologized, and attempted to correct it.
The manager’s behavior, however, was unprofessional, confrontational, disrespectful, and completely unnecessary. A manager should be setting the standard for customer service, not yelling at a customer because the customer reasonably asked for cold food to be replaced.
I also asked the manager for her name and a business card or some form of identification, and she did not provide me with anything.
Between placing the order 15 minutes in advance, waiting for curbside service that never came, discovering my food sitting inside cold, waiting another 15 minutes for it to be remade, and then being yelled at by a manager for expecting hot food, this was an unacceptable customer-service experience.
I am requesting that McDonald’s identify the manager who was on duty at the time of this incident, review what occurred, and address her conduct appropriately. I would also appreciate a response regarding how this complaint has been handled.
Customers should be able to bring a legitimate problem to management without being yelled at, blamed, or told that they should have specifically requested their food to be hot. That response is unacceptable and, quite frankly, a disgraceful representation of the level of service I expect from McDonald’s.