LF
LaVandria Fountain
Jul 27, 2026
Poor, Poor, Poor Customer Service
This was one of the worst customer service experiences I have ever had.
Brian, the shift manager, was extremely rude, lacked empathy, and showed no concern for what I had just experienced.
While I was in the drive-thru, another vehicle hit the back of my car. I was in shock. When I got to the window, I told Brian that I had just been hit. His response was, "Okay, that has nothing to do with us. Can you pull to the side?" I did as he asked.
To make matters worse, when I finally bit into my food that was supposed to be made to order, it clearly was not.
After the accident, I called 911. While I was on the phone with the dispatcher, the driver who hit my vehicle decided to leave the scene. The police advised me that because the accident happened on private property, I had to file a report at the police station. I did exactly that and then returned to McDonald's to let them know my order was not made correctly.
When I returned, Brian immediately became argumentative. He was moving his neck around, using an unprofessional tone, and said, "This order was 30 minutes ago. You should have come back in 5–10 minutes."
I explained, once again, that I was the customer who had been hit in the drive-thru and that I had to go to the police station to file a report. He showed absolutely no concern. Instead, he said, "Well, this order was made to order, so I don't know what to tell you." He also said, "I remember this order."
I explained again that I had no choice but to go to the police station first. His response was, "I'm sorry, but that's a you problem. That has nothing to do with us."
I then asked him, "Brian, what should I have done?" His response was, "You should have come back in right away."
I had just been involved in an accident, was dealing with the police, and the driver who hit me had fled the scene. Any reasonable manager would have shown at least a little compassion or understanding. Instead, Brian treated me as though I was an inconvenience.
He told me I could speak with his supervisor, Laura, but then said she was on vacation.
This entire experience was unacceptable. Mistakes with food can happen, but the complete lack of empathy, professionalism, and basic customer service from a shift manager is what made this experience so terrible. Brian needs additional training in customer service and how to handle customers experiencing stressful situations. I will not be returning to this location.