I visited this McDonald’s on Sunday and, unfortunately, this was one of the poorest customer-service experiences I have had at a fast-food restaurant.
I ordered a Filet-O-Fish meal, specifically requesting that my food be fresh and hot, along with a sweet tea with light ice. I paid $9.82 in cash.
At the pickup window, I was handed a Filet-O-Fish that did not appear fresh, with tartar sauce sloppily applied and dripping from the sandwich. I also received no fries. When I asked where my fries were, I was told that I had not ordered fries. I explained that I had clearly ordered a meal.
Instead of simply correcting the order, I was asked whether I wanted to pay for fries. At that point, between the condition of the sandwich and the attitude I was receiving at the window, I decided I no longer wanted the food and requested a refund.
The employee rolled her eyes and told me I would have to come inside for my refund because there was no register at that window. What I found confusing was that moments earlier, I had been offered the option of paying additional money for fries while sitting at that same window. Nevertheless, I pulled around, parked, and went inside.
Once inside, the situation became even more unprofessional. After I told the employee at the register that I was there for a refund, another customer asked me if I was “the one coming in for a refund” and told me that employees in the back had been laughing, carrying on and discussing the situation. Regardless of exactly what was being said, another customer should never know the details of my transaction or why I was coming inside unless employees were discussing it loudly enough for customers to hear.
I brought this to the manager’s attention. He did apologize, which I appreciated, but at that point a simple food order had already turned into an unnecessary spectacle.
To top it off, I originally paid $9.82, but I was refunded $9.92.
This entire situation could have been avoided with basic customer service: listen to the order, provide the meal that was requested, correct a mistake without attitude, and handle a refund professionally when the customer no longer wants the order.
I was not asking for anything complicated. I asked for a fresh, hot Filet-O-Fish meal and a sweet tea with light ice.
After this experience, I will not be returning to this location. Management seriously needs to address customer-service standards, order accuracy, professionalism, and employee training.