McDonald's — Restaurant in Bowling Green

Fast food. It's supposed to be fast right? Traditionally McDonald's has been known for being one of the fastest. I've found that to not be true in the case of the McDonald's on Russellville Rd in Bowling Green, KY.

To my misfortune I decided to swing through the drive-thru at this particular McDonald's on a recent Saturday afternoon to pick up a quick, albeit late, lunch for my family. Ordering was quick and painless - however, the young lady taking my order didn't read it back to me. Paying for my order was just as quick and painless.

When I pulled up to the second window, where one typically receives their food they ordered, I was asked if I ordered a fish filet sandwich. I hadn't and replied as such. I told the young lady at the window what I had ordered and I was met with a blank stare. She then turned around to consult with her coworkers and I could hear them say that my order wasn't on their screens. I was instructed to pull forward and told that someone would bring my food out to me. I did as I was instructed.

I waited patiently. I continued to wait patiently even after several cars behind me received their food orders and pulled away from the restaurant. Finally, after looking at the time stamp on my receipt, I realized that it had been close to 20 minutes from the time I had placed my order. I exited my vehicle, leaving my upset wife and upset (and hungry) kids, and entered the restaurant.

When I approached the counter no one was standing there as there were no customers inside the restaurant to be waited on. There were, however, four employees standing close by at the drive-thru window. A couple of them looked at me, but none acknowledged my presence or asked how they could help me - further adding to my ire. I asked if one of them was the manager and one stepped forward presenting herself as the manager. I told her I had been waiting for 20 minutes for my food. Her initial contribution to our exchange was a blank stare. She then said that some of the food was ready, but that they were waiting on a couple of the other items. This is the part of the story where I reveal to you that I had only ordered sandwiches. No combos with fries and drinks. No desserts. Just sandwiches. Simple, they've-been-making-these-for-at-least-three-decades sandwiches - burgers, if you will. I told the manager that there's no reason it should take 20 minutes to make our food. She agreed and looked very dismayed. She asked if I'd like any pies. I understood what she was trying to do, but I didn't want pies - I wanted my food. I offered that my kids like fries. I told her how many kids I have and she offered to give me fries for my kids. Cut to the end of our exchange - she gave me my food and apologized for the wait - I exited the restaurant.

When I open my burger box for a bite of my, what should have been, hot, fresh burger - I find that the cheese hasn't melted because the burger isn't even warm. It's lukewarm at best. Mind you, this was one of the burgers they were "waiting on" in order to complete our order. So it should have been hot and fresh. NOPE!

What a disappointing and frustrating experience. Some people might say, "What do you expect?! You're eating at McDonald's." While I understand that, I don't think it's unreasonable to expect better than this experience. I acknowledge that my food won't look like it does on the TV commercials or even their in-store signage. I acknowledge that, despite their efforts to reassure their customers that their food is good and wholesome, it's still suspect whether or not their chicken nuggets are made of chicken and their beef burgers are really 100% beef.

Good customer service is key. It can make up for other things that are lacking. Don't leave your customers sitting in the drive-thru for 20 minutes. Inevitably, when you do leave your customers waiting for their food in the drive-thru lane for 20 minutes, offer to reimburse them completely and offer anything else they might want to make up for the bad...

We arrived at 4:40 I ordered two big Macs identical, we just wanted no pickles. It was I pick up order, we got our bag I asked him if the entire order was in it we went home and we're missing one of our big Macs, I drove back on the way back my wife told me that her big Mac was incorrect I presented receipts she had a little paper that said that it was supposed to be made a certain way and it wasn't, Then I am in formed that they will not exchange the big Mac that was made incorrectly without me going back home to pick up the original one. I went all the way back home picked up the original one went back, then I was told that they were supposed to be two the bag I said it I realize that but there weren't that's why I came back in the first place. So finally after a lot of arguing

an hour later

After essentially being called a liar over and over again I finally got my two big Macs to go home. When I asked for the managers name because the person working was saying they couldn't do anything about policy, they conveniently did not have David's number just a name and told me I could drive back there again tomorrow morning talk to him....

The wait is always long especially late at night when they are not even busy. I am also disappointed in the fact that the last two visits when I ordered a chicken wrap, I was told they didn't have the regular chicken for the wrap so they replaced it with a chicken patty cut in half. Also my last visit, we waited 20 mins in the drive thru and we were the only ones there. The inside was closed because it was 3am. We had to repeat our order several times and was told they had to write it down. I do not know why they had to write it down but they also had to calculate what we owed and this took them quite a while as well. This was also one of the times I was told they did not have chicken for my chicken wrap. I was given a half of a chicken patty on my wrap. There were only 2 employees that I seen. The one woman was changing trash cans and doing other things while the guy took my order, calculated the amount and also cooked my order while the woman fiddled around and let many cars get backed up behind us in the drive thru. She should have stopped what she was doing and helped the other employee and...