If I could give this McDonald’s a zero for tonight’s service, I would. Not only was the service poor, but the manager and his staff were extremely disrespectful and lied to me about my experience to my face.
I sat in the drive‑thru while the other lane moved continuously. My lane was completely stalled. I watched at least seven cars go ahead of me. I assumed they were busy and maybe forgot about our lane, so I called inside and said, “Hey, no one is taking orders on the inner lane.” The manager responded, “We’re busy and only have two people, but I’ll tell her to get on it.”
After that, someone faintly said, “Are you going to be using your McDonald’s app today?” I said yes and gave my code. Then there was complete silence. I asked my daughter if we should just go inside and order. I even laughed and thought to myself, not out loud, “The teens must be running it tonight.”
I said, “Hi, is anyone there?” Nothing. I repeated my number. Then a man took the phone and said, “We’re taking your order.” Before responding, I told him, “Hey, this is some really poor customer service, to be honest.” I then explained that if they could not run both lanes, they should close one. He said they were not allowed to do that. I explained that no one was responding, and he said, “What do you want us to do?” I honestly thought he was a teenager. I could not believe this was the manager.
I pulled forward and went inside and asked for the manager, having no idea that the man who had been rude to me on the speaker was actually the manager. What followed was the worst experience I have ever had with a manager.
He lied repeatedly. I said, “You are not going to take my order after I waited, called, and tried to order?” He spoke over me, raised his voice, and told me again that I was disrespectful, yet when I asked him how, he could not explain. When he asked me to explain myself, which was absurd, he talked over me the entire time. I felt like I was in the twilight zone.
He said, “I am not serving you. You were disrespectful. She said you were.” All I said to her was “4816,” which was my app code. I was calm the entire time. He was irritated, dismissive, and unprofessional. He insulted me, embarrassed me, lied to me, and patronized me. I have never had an experience like this in my life. I was genuinely in shock.
Chase is not able to handle pressure. I have never felt so insulted while trying to spend my own money at a restaurant in my own town, a restaurant owned by locals. It was the worst service I have ever received. He made multiple claims that were simply not true. He cannot claim I was loud or belligerent. I am a local teacher, and some of my students were behind me in line. I understand how to model respectful communication with service workers.
I will be contacting regional management because I am still in disbelief at how poor, absurd, distasteful, and insulting this experience was. He literally said, “Go to another restaurant since I am not going to take your order,” after I had already endured poor service multiple times in one visit. He never apologized. He claimed he did, but he absolutely did not.
For contrast, I have had wonderful experiences with the Friday morning crew. It is a treat for my kids, and they know us, know our order, and are always kind, even when busy. That is why tonight’s experience was so baffling.
I went to Burger King afterward and received excellent service.
I strongly encourage you to review the cameras and audio from tonight. Please observe the manager’s demeanor and listen to the conversation. Chase, you lied, and you even admitted you could not remember what I supposedly said that was disrespectful.
I would appreciate a call from the owner or regional manager. I do not want to patronize a business that insults and shames its customers instead of taking accountability.