HS
Honey Sheyene
Oct 27, 2026
I picked up my order around 8:30 p.m., and unfortunately, the customer service was just as disappointing as the food.The experience started at the drive-thru window. The employee handed me my food and immediately closed the window without even checking that I had a proper hold of my bag. No “have a good night,” no acknowledgment, nothing. Not exactly the warmest interaction, but hey, we all have our days. I brushed it off. That was until I drove away and opened my Quarter Pounder. Now, I’ve had plenty of Quarter Pounders in my lifetime, and I’m pretty familiar with what one should look like. The patty is typically thick and juicy. This one? Baby, it was thinner than a smash burger, burnt, and dry. My daughter’s McDouble had a thicker patty than my QUARTER Pounder. Make that make sense.So, I politely returned to the location to address the issue.I explained to the gentleman at the register that I didn’t believe I had received the correct burger and that the patty appeared burnt. He looked confused and took it to a woman dressed in all black, maybe a manager, I hope not considering what happened next.I could see her visibly irritated, asking him, “What do you want me to do about it?” He returned to the register and asked me what was wrong with the burger. I explained it again. He went back to her, and she told him there was nothing they could do, she approached the register herself and asked what the problem was. So, for the THIRD time, I explained my concern.Mind you, throughout this entire interaction, I was polite, smiling, and respectful. You would’ve thought I walked in demanding the secret formula to the Krabby Patty based on this woman’s attitude.She proceeded to tell me that this is what a Quarter Pounder looks like when it’s smashed by their machine. Interesting. Because when did McDonald’s start serving Quarter Pounder smash burgers, and why wasn’t I notified?
I genuinely asked whether something had changed because every Quarter Pounder I’ve purchased previously had a noticeably thicker patty. Her response , her demeanor, the eye-rolling, the irritation, and the complete lack of professionalism toward a customer asking a reasonable question was mind blowing. She eventually made another burger, rolled her eyes, tossed my original burger onto the counter, handed me the replacement, and walked away.Now, I’m currently in my personal growth era, so instead of matching her energy and acting an absolute fool in that establishment, I chose peace. (Pat on the back for me.) But…… I still needed answers because I KNOW I wasn’t trippen. So, I drove to the McDonald’s on Horizon.
Despite that location being extremely busy, a kind employee took the time to listen to my concern. She confirmed that my original burger did not look like a typical Quarter Pounder and suggested the other location might have an issue with its equipment.
Without an attitude, without rolling her eyes, and without making me feel like I was inconveniencing her, she kindly offered to remake my burger.
And when I tell you that woman brought me out a burger that looked like it was made with LOVE!
Fresh, properly prepared, and guess what?
THE PATTY WAS THICK. JUST LIKE ME!
I KNEW I WASN’T TRIPPIN’!
The difference in customer service between these two locations was night and day. Silverado, please get it together. Mistakes happen. Equipment malfunctions. Food doesn’t always come out perfectly. I understand that. What I don’t understand is why a paying customer should be met with hostility simply for bringing a legitimate concern to your attention.A little professionalism and basic courtesy go a long way. Nobody should have to visit two McDonald’s locations just to get a properly prepared Quarter Pounder and a decent customer service experience.To the Horizon location: Thank you for your kindness, professionalism, and for restoring my faith in the Quarter Pounder. You saved the day! To the Silverado location: Please take notes. The Horizon team managed to fix a problem they didn’t even create. That’s what good customer service looks like.