FM
Freddy Marin
Aug 31, 2026
Dear McDonald's Rockport Management,
I am writing to formally express my disappointment regarding a recent visit my wife and I made to your restaurant in Rockport, Texas.
Because your restaurant is located in such a beautiful area with a wonderful sea view, we decided to stop for an early dinner at approximately 5:30 PM. Unfortunately, what should have been an enjoyable experience turned into a very frustrating one.
We ordered two combo meals, one with a Sprite and the other with a Coca-Cola, along with a cup of water. When our order was called, we discovered that no ketchup or mustard had been provided with our meals. In addition, the drinks were incorrect. We received a Coca-Cola, a water, and another beverage that tasted like sparkling water but was definitely not Sprite.
I approached the counter to request the missing condiments. The employee who assisted me, wearing a hoodie, handed them over in a manner that I found rude and unprofessional. My wife then went to the counter to ask about her missing Sprite, but her concern was dismissed and not handled respectfully.
I returned to the counter a second time to address the issue. The same employee began arguing with me regarding the Sprite order before finally informing me that the restaurant had run out of Sprite and that I would need to choose another beverage. Even after selecting a replacement drink, it took an unreasonable amount of time to receive it, which only added to our frustration.
What concerns me most is not the missing condiment or unavailable soft drink, as these things can happen. Rather, it was the poor customer service, lack of communication, and disrespectful treatment we experienced throughout our visit.
I encourage you to review this incident and provide additional customer service training to your staff. Having a prime location in a popular tourist destination is certainly an advantage, but long-term success depends on treating customers with courtesy, professionalism, and respect.
I would appreciate hearing what actions will be taken to address this matter and prevent similar experiences for future customers