JS
John Swaney
Oct 18, 2026
**Extremely disappointing experience with mobile ordering and customer service.**
On Friday evening, October 16, I placed a mobile order at this McDonald's, originally selecting drive-through pickup. When I arrived, the drive-through was extremely backed up, so I changed my pickup method to lobby pickup through the app.
After waiting approximately 15 minutes inside the lobby, without receiving my food, I attempted to cancel through the app, but it would not allow me to do so because the order was supposedly being prepared.
After waiting several more minutes, I asked to speak with a manager and requested a refund. While I was speaking with that manager, the app suddenly marked my order as "handed to customer," and it asked me to rate the order (I have never been asked to rate an "in progress" order, only onces that completed), even though I had received absolutely nothing. The staff kept advising me I had to cancel the order and request a refund via the APP even though I explained I cannot cancel an order they marked completed. Staff acknowledged that the food was still being prepared and only after I asked for a receipt for the order, did a second call to the kitchen stating "stop making that order" occur. I'm unsure why it took over 20 minutes for nuggets, fries, and a fountain soda.
What followed was particularly frustrating. Multiple employees, including a manager, repeatedly insisted that refunds had to be handled through the app, despite the app offering no way to resolve the situation.
McDonald's own published terms state that refund decisions for these orders are handled at the discretion of the restaurant where the purchase was made.
I ultimately had to leave, locate that policy myself, and return to the restaurant. Only after a manager contacted another manager by phone was my refund finally processed.
The entire experience took approximately 35 minutes, and I left without any food.
Mistakes and delays happen. What concerns me is the inaccurate order status, the contradictory instructions, and the unwillingness to take ownership of a straightforward customer service problem.
I wasn't asking for free food or special treatment. I simply wanted the refund for waiting 20+ minutes for nuggests, fries, and a fountain soda.
This location needs better training on mobile-order issues, refund procedures, and how to resolve customer complaints without making customers do the research themselves.