MM
Mark McIntyre
5 days ago
Absolutely Terrible Experience – Rude Staff, Poor Service, and Filthy Restaurant
We stopped at this McDonald's in Buffalo on Friday night around 10:00 PM, after getting off a flight, and the entire experience was terrible.
While we were waiting for our food, the employees in the back were standing around laughing and talking about someone who had apparently been fired for throwing water on another person. Meanwhile, customers were waiting in line, orders weren't being completed, and nobody seemed particularly concerned about getting food out.
What really shocked me was how another couple was treated. They had been sitting outside in a designated pickup spot for approximately 20 minutes, waiting for their food after a drive-thru order mistake. When they came inside to politely ask about their order, an employee who appeared to be the manager immediately became confrontational. Rather than apologizing or trying to fix the situation, this person accused the couple of having an attitude, said they would just refund their money, and made comments about not taking attitude from rude customers.
From what I witnessed, the couple was not rude whatsoever. They were simply asking about food they had already paid for and had been patiently waiting to receive. The way they were spoken to was completely uncalled for, especially coming from someone who appeared to be in a management position.
As for our own experience, we ordered at the front counter and waited another 15–20 minutes, only to receive an incorrect order. Meanwhile, employees in the back continued standing around talking and laughing while customers waited.
To make matters worse, the restaurant was filthy.
I've visited plenty of McDonald's locations, but this was easily one of the worst experiences I've had. The lack of professionalism, terrible customer service, poor cleanliness, and complete disregard for customers were unbelievable.
What makes this even worse is that the person who appeared to be in charge was the one setting such a terrible example by speaking to customers that way. If that was indeed the manager, it certainly explains the attitude and lack of urgency among the staff.
McDonald's corporate management seriously needs to look into what is happening at this location. Customers shouldn't be waiting 20 minutes for incorrect food while employees stand around socializing, and they certainly shouldn't be yelled at for politely asking where their food is.
Absolutely unacceptable experience. I would not recommend this location.