Subject: Formal Complaint Regarding Extremely Poor Customer Service at McDonald's - Business 83, McAllen
I am writing to formally complain about the extremely poor customer service I experienced tonight at the McDonald's location on Business 83 in McAllen.
I visited the restaurant with my granddaughter after a football game. The drive-through was not busy--there were only two cars ahead of us. We placed our order at approximately 10:15 p.m., which consisted of two drinks, one small cheeseburger, and two small fries.
Unfortunately, what should have been a quick and simple visit turned into an extremely frustrating experience.
The two employees taking orders at the window were behaving very unprofessionally. They had their backs turned to customers, were touching each other, laughing, and appeared to be making fun of us. After placing our order, we were instructed to park and wait.
We parked at approximately 10:15 p.m. and were still waiting around 10:25 p.m. for two drinks, one small cheeseburger, and two small fries. At that point, I got out of my vehicle to ask what was taking so long. One of the employees was walking around there front cashier area kicking his legs up in the air. When I asked about our order, I was told that the meat was still cooking.
There was also an employee standing in the grill area who appeared to be doing nothing while we continued to wait.
I asked to speak with a manager, and Marisol eventually came out from the back. I explained my concerns to her. Instead of addressing the situation professionally, she began speaking to the cook about what had happened, and they were laughing. I told them that I found this extremely rude and disrespectful and that, if they wanted to discuss or laugh about me, they should at least wait until I had left.
Marisol then packed the two fries and placed the burger in the bag and handed the food to me. I received no apology, no explanation, and not even a simple thank-you for my business.
I have worked in different businesses myself, and I understand that customers should be treated with respect and made to feel valued. What happened tonight was completely unacceptable, especially with my granddaughter present.
I am asking that this incident be taken seriously and addressed with the employees and management at this location. I would also appreciate an apology for the way my granddaughter and I were treated.
I hope someone from McDonald's will follow up with me regarding this complaint and explain what steps will be taken to address this type of customer service.
Thank you for your attention to this matter. read more
