Horrific Management Experience.
On Friday night at approximately 7:30pm we came through the Yale Rd drive thru. We ordered three meals and upon retuning home we discovered every burger we ordered was made incorrectly. I called the manager to tell her. She asked if we had a receipt. There was no receipt in the bags or in our vehicle. We were never given one. She went on and on of the importance of the receipt before eventually suggesting I bring everything back in. I got the distinct feeling that I was seriously inconveniencing her with my call.
"Okay," I replied but was met with silence on the other end of the line. I looked at my phone and it appeared to still be connected but still, silence. I hung up, gathered my order and returned to the restaurant.
When she came to the front end I explained that I had called a few minutes earlier and all our burgers were incorrect. She proceeded to inform me that she had not finished speaking to me on the phone when I had disconnected the call. I apologized to her.
She continued, telling me how rude she felt I had been and had some suggestions on how I should appropriately behave from now on. By now several customers and a group of employees had gathered to watch her tirade. Some of which, appeared to be shocked by her disrespectful tone.
She lectured me about needing to have someone's name and contact information for the management book. I asked if it was at all possible to get this information now that I was standing before her in person. "Oh yes, I can do that," she replied, "I just want you to know for your future reference not to act like that." I was absolutely stunned at the gall of this woman.
A few minutes later she turned her attention to a homeless man who was refilling his cup at the beverage station. She leaned over the counter and began yelling loud enough for everyone in the facility to hear and everyone turned to stare. She yelled and accused the man of stealing and demanded he leave. The manner in which she composed herself yelling and belittling that man was sickening.
If I had not just spent my last dollar on buying my kids a "special" dinner, I would have bought that man the biggest meal I could afford. I would have liked to give him my own meal, but it took about fifteen minutes for my order to be replaced, in which time he had already left the property.
The manager began laughing to herself as the man turned away to leave. She had a smug, self satisfied grin all over her face. Clearly she was proud of how she had treated this man. Her attitude towards that man and myself was disgusting that night.
As a member of McDonalds alumni I am appalled at this woman's attitude. She seems to find herself far superior to everyone around her, including the paying customers and gave the distinct impression that she was completely justified in her immeasurable rudeness.
In my opinion, there are several things that could have happened to fix my concerns with my order,
A] a simple apology for the incorrect order.
B] the inclusion of apple pies for the inconvenience of having to come back and reorder.
C] a refund or the promise of a new meal at a later date.
None of these measures were taken and she never even bothered to get my name or contact info. In fact, I was the only person who issued an apology that night. The bottom line is the staff made an error in our order, which is understandable from time to time. And all that was accomplished was an attempted humiliation by a member of your management team and the single most offensive customer service experience that I have ever had.
In my career with McDonalds I have trained hundreds of employees over my years there, and if anyone ever conducted themselves like "Alex" the manager on Yale Rd, it would call for an immediate suspension or termination.
In a perfect world, redemption would come in the form of Alex having to do serve the homeless, helping the less fortunate and perhaps teach this woman the realization that she is in fact not superior to anyone. Maybe she should be publicly shamed as she did to that man and myself.
In the years since leaving McDonalds I have praised what I wholeheartedly believed was a superior training structure of customer service. I will no longer be doing that as it is painfully apparent that simple respect for others and manners are particularly absent from the management staff at the Yale Rd location. I am so disappointed by this experience, I don't think myself or any member of my family will return after the way I was treated.
I thought McDonalds prided themselves with exceptional customer service as well as caring for the community. Clearly, this is not the case on Yale Rd.
When I arrived, there was garbage and debris scattered in front of the only open entrance and it was still there twenty minutes later when I left.
Severe disappointment. read more
