McDonald's — Restaurant in Blue Ash

My husband and I were in our way to McDonalds at 10748 Montgomery Rd (3mins from our location, the only store we go to as this is the nearest one to our house) while I was ordering through mobile app and paid for it ($23.85) and noticed the app routed us to 4140 Hunt Road (10-12mins drive from our location). I then called the store at 4140 Hunt Road to cancel it and the lady said WE CANT CANCEL YOUR ORDER, CANCEL IT ON THE APP. I tried to cancel it on the app, even checked McDonald’s website how to cancel it through the app but there was no way how to cancel it. And according to the website I will call the store and talk to the manager for a refund. My husband ordered food at 10748 and after we ate I drove to 4140 Hunt Road. First to entertain me was a female black employee (she was the one on the phone as I recognized her voice) and she said “I DONT KNOW HOW TO CANCEL YOUR ORDER.” I said I checked the website and it said I must call the store where I ordered and they can cancel it and refund. She asked if I can show her the website so I did. She asked “DO YOU WANT TO TALK TO THE MANAGER?” I said yes and she left. The manager came, I asked is she’s the manager and she said yes, and I told her about canceling my order and she said “I DONT KNOW HOW TO CANCEL IT” and left. Then a male employee came to help so I handed him my phone so he can cancel it on the app himself. Same thing, he said I DONT KNOW HOW TO DO IT, I DONT KNOW HOW TO DO IT”. And left. I could see and hear the black lady, the manager and the male employee talking about me. I could hear the black lady asking them “IS SHE STILL THERE?”. Another employee (a Caucasian) tried to help me, handed her my phone but she too couldn’t cancel it on the app. I told her I need a refund but the manager and the male employee were telling her “WHAT ARE YOU DOING”? YOU CANT DO THAT”. She left too but atleast she was nice to me. I waited for another couple of minutes, they were just looking at me, the MANAGER was glancing at me. The manager should be helping me! But they treated me poorly, rudely! And here comes the male employee and placed a bag of McDonald’s food on the counter infront of me. I told him I am there to cancel my order and I need a refund. And he said “THAT’S YOUR FOOD, HUN.” Should I argue with these people? No. So I told him to just give the food to others. He said “OK!!!” He then took the receipt, crushed it and threw it in the trash can while looking at me. What a nice gesture! Is that how McDonalds train their employees how to resolve a problem and how to respond to their patrons? Are your managers have the option to NOT ENTERTAIN PROBLEMS? NOT TO CANCEL AND REFUND ORDERS? This wasn’t my fault. The mobile app is poor, the store manager is rude as well as her co-employees. They refused to help. I understand they’re busy with other orders but they have to...

We've given this McDonald's chance after numerous chance, and yet they just seem to not know how to properly operate a business. I understand McDonald's isn't a fancy restaurant, but I shouldn't have had to return numerous times in the past year for refunds and remakes. Tonight, 08/05/18, was the final chance though for them.

Let's start with their hush hush replacement policy. We ordered a 6-piece chicken tender. Instead of telling us they didn't have any, they just threw in a 10-piece chicken nugget. Not only is this a $3 difference in price, but they didn't even tell us they did it or that they were out of tenders. To replace an item with something of equal value isn't necessarily an issue, but when you don't tell us you're doing it first isn't appropriate, and unacceptable to steal money from us on top of it by doing so with a lower value item!

Then, we ordered a couple of large chocolate shakes. Both came to us as vanilla with a slight bit of chocolate.color and flavoring, signifying they need to replace their chocolate base (I know this because I've worked at McDonald's before.) When I asked them about it, they just said it was how the shakes are made which is not true in the slightest.

They also forgot one of our sandwiches.

But to top everything off, and again knowing this isn't meant to be a high profile professional restaurant, their management was very unapologetic or even considerate regarding the matter. They simply said most people don't mind the food switch (I can't vouch for this, because I personally would like what I ordered instead of less than what I ordered and at a lower cost without them refunding me what is due.) When I told them we wanted a full refund and placed the bag on the counter, they just acted like it wasn't a big deal. They just brushed it off, didn't treat the customer with respect, and just acted like they had better things they could be doing.

I don't have high expectations when it comes to McDonald's, but being someone who was former management, my restaurant knew better and treated our customers with the decency and respect they deserved. If we wronged an order, we genuinely apologized and tried to correct it! We took care of issues, and our management team actually knew how to be managers instead of just stand around acting like nothing matters and moving slower than my grandmother we just buried.

Please, stay away from this location. The issues I just addressed are not rare occurrences, but common issues when visiting...

Ordered at drive through, 2 six piece nuggets with ranch, medium fry with big mac sauce and she said asked me to repeat it. I said all.of it. Yes, she said and she only heard ranch. I ordered again and she said pull forward. Went to first window, noone was there. The window was cracked but there was noone there. I pulled up to the next window. Waited again. Finally the girl comes up and asked me if I paid. I told her no because noone was at that window. She held her hand out and i said I don't know how.much because noone was at the window. She said I don't know either and I was at the window. I said you were? She said yes. The window was open. I said you were back there at that window and she said yes. I gave her my money. A young man gives me.my food but only one 6 piece nugget. I told him I ordered two 6 piece nuggets. The girl.comes back and asks me for my receipt. About this time I hear another girl in the back yell "SHE ONLY PAID FOR ONE". I told the girl that I need another 6 piece with ranch. I handed her money and the same girl yells "SHE HOLDIN UP MY LINE. SHE NEED TO MOVE". I yell back, "IM NOT MOVING UNTIL YALL GET MY ORDER RIGHT". The girl gives me.my money back with the order that had barbecue sauce and not the ranch I asked for 3 TIMES!!!!! I sit there and the girl comes back. I said, I need ranch. She rolls her eyes and hands me the ranch. She said have a nice day. I roll up my window, put my wallet in my purse, look back at the window and see the girl saying something again. I roll my window down and ask her what she said. She said have a nice day. I pull away. I'm not sure what is going on there but your employees need some customer...