McDonald's — Restaurant in Brownwood

On Sunday 03/18 I placed an order through the mobile app for pickup at the brownwood location. At the order screen I gave them my order number and was told to pull forward, at the first window I gave the cashier my order number and was not provided a receipt but was told to pull to the second window. At the second window the woman working the window did not say a word to us before handing us what turned out to be someone else's order, I asked for a drink carrier and told them we were short two drinks. At this point we are asked the order number again, when Ethan steps forward and says they do not have that order number. I pull up the app to show them my recent orders because at this point the order number has disappeared because it was entered by the person verifying the code at the order screen. I asked Ethan if our order was not located why it was not mentioned by the 3 individuals we had spoke with before him,he seemed offended that I was asking questions and told me my card would not be charged the $46.29 because the order number did not exist on their machine. We give him our order information and he took my card, after he entered the restaurant I found that I had a pending charge for the order that could not be located. I entered the restaurant, retrieved my card before it could be recharged and showed him my banking app where it had a charge pending for the amount of my order $46.29 (the app also reflected my pending payment from mcdonalds the night before for $14.22). He stated that it was pending on a 24 hour hold and that it was not the same as my card being charged. At this point I had not cursed but was upset because of Ethan's demeanor/ attitude through the whole transaction and that escalated even further when his response was "we aren't doing this" and canceled my order. Today the charge from Sunday for $46.29 cleared my bank for an order I did not receive and for a transaction I was told did not go through. I honestly am less upset about the money and more upset about going to an establishment where I was treated like I had done something wrong by questioning "the manager" over a pending charge I ended up being correct about and was nearly charged a second time. Like most I have a busy schedule and we get dinner on a frequent basis from this establishment. I have not complained when going back to pick up missing items or been rude to the staff when these incidents have happened. I do feel that Ethan's behavior was unnecessary and I will pick a different establishment to get meals from in the future even if it is not...

I am rating this McDolalds a ONE star soley based on the actions of the store manager, Jason. I am just passing through Brownwood and have never been to this location before, therefore, I have no idea how it is run on a daily basis. However, in the 20 minutes I just spent there, I can't even imagine having to work under him. He was yelling at, talking down to and mimicking his staff. He loudly screamed several times as to whether or not "fries had been dropped yet" and then grabbed the basket himself and THREW it into the grease. He was extremely rude to the crew going on and on about how they needed to step it up because he wasn't going to deal with them already being behind before the dinner rush even got there. One employee was trying to ask him a question and he very obviously ignored him. Another male working there said Jason's name to get his attention and he smart aleckly said, "yep that's my name" and walked away. A guest stepped up to the counter and asked for napkins and he sarcastically told her, "oh so you need napkins, well they're over there" and pointed to them. He literally stomped around biting their heads off the whole time I was there. I've never been that uncomfortable or had so much pity for the way others were being treated in their work place. I understand that sometimes people need to be reprimanded, but it never has to be in such a disrespectful way. Not to mention should absolutely not be done in front of customers! As I was leaving I stopped at the counter to refill my sweet tea and asked the girls at the register if he was the manager and whether or not he is always like that. One of them had fear in her eyes and didn't reply and they other politely whispered that "yes, this is the way he normally treats us." I apologized that they have to deal with that and told them to have a nice day. I called back after leaving and asked how to get in touch with the owner of that particular store and was told to call the San Angelo office. Hopefully Mr. Eric Wilson will give me a call back and if nothing else, at least reads this review and corrects...

It was just like any McDonald's. But, with inconsistent service. In theory, all McDonald's should be alike. I ordered a coffee with cream and splenda. I received one with sugar that I had to throw out because I'm diabetic. That coffee would have ruined the rest of my visit. I also ordered a BEC biscuit with extra cheese. At first, I didn't even receive it, and when I did, order instructions weren't followed. I ordered an oatmeal with extra cream or half and half, and the gentleman taking the order asked me what that was. So, I said nevermind and ordered milk. But, I didn't get the milk with my order. When I went to eat the oatmeal, the ratio of liquid was off, and it had solidified to a puck. What we did receive was edible. But, it's unfortunate if edible is the standard. The only good thing about the experience is the customer service from the young lady who took my payment and the other young lady who ran the order out to me in slot 2. They were friendly and courteous while carrying out their roles. I would love to give a higher rating for service just because of them, but having ordering instructions followed and not ending up in a hospital because of sugar instead of Splenda are very important to me. Give the two ladies a raise/promotion and retrain everyone else. Speaking as an operational specialist for my organization: the best way to handle a rush is to not rush. Stay calm, clear-headed, and focus on who/what is in front of you. The backlog of orders will fix itself when things are not sent back or reordered and time isn't being consumed by complaints. Also, not everyone complains. Some review and report experiences...