McDonald's — Restaurant in Castle Rock

This branch has been my go-to branch in Castle Rock, CO (2 branches available) because of better Drive-through traffic flow within the McD parking lot compared to the other branch (Promenade). However, avoid parking for Curbside because the you got to backup your vehicle to get out of a very tight space that also serves as the entrance and exit of the Drive-through.

Food has been hot and consistently fresh as far as McD quality goes. Food seems to be handled with care.

Most of the time, we use the mobile app to order because i like the aspect of the "contactless" paying, no wait for food collection, and also the Deals and Point Rewards for discounted or free food. However, I'm not liking the recent change to the Promos and Deals as they removed the $1 off or $3 off deals when you purchase certain cost of food. Deals are now ONLY food item specific which isn't the best choice of deals for me since most people only order their specific favorite food at McD and my favorite combo isn't in the Deals.

Yesterday (11 Aug 2021), I encountered a customer service problem with Payment within the mobile app. I've always paid with my Credit Card already stored on the mobile app because I prefer less contact. Yesterday, I did the payment via app as usual. I ordered and paid on my phone, selected the drive-through option for food collection on my phone , announced my mobile Order No. at the window and was asked to proceed to the next window as per normal. However, at the next window, I was asked to pay again. I explained that I had already paid earlier on the mobile app. I was rudely told (off) that I hadn't paid at all... which is kinda of embarrassing for me. Instead of explaining there could be a technical problem and apologizing to me for my inconvenience because now I had to dig through my bag for credit cards, roll down my window and use my CC on their machine, the cashier made me feel like I was trying to con her of a meal. It was very off-putting to be subjected to the eye rolls by another adult woman who also finger jabbed at her screen several times, telling me there was no payment. I was too far away to read whatever she was jabbing on her screen, and feel like I'm treated like I'm some idiot. Unfortunately, even though I have an email order receipt in my inbox, which I tried to show to the cashier (which I'm sure she was also too far away to read the small font haha), I was told I didn't pay and was asked to pay very rudely. So I paid at the window since I figured I could easily get home and check my online transactions and I was confident both the CC company and McD would make it right if there's a double payment or not. Several hours later, I did go online and check my recent CC transactions and saw there was indeed only one charge. I'm glad about that but still didn't think I deserved the rudeness.

This is a one time occurrence for me, so it doesn't affect my 4...

If I could leave zero stars I would. In the last couple of months not only has have they messed up my order multiple times, but they have blatantly lied about their ice cream machine being broken at least 3 times I can remember. Come on guys aren't we past this lie yet? It's so well known and yet these guys are still trying to get away with it... I don't understand why it's such a big deal to do ice cream but apparently it's a big inconvenience. But I would say the worst experience I have had here was roughly a month ago. I want to begin by saying they were obviously busy, and possibly short staffed. I had just finished a 12 hour shift at the hospital I work at and waited in the drive through line roughly 15 minutes before I was able to place my order and paid. I was then asked to pull into one of the parking spots to wait for my order to be brought to me. Well another 15 minutes or so goes by and I have seen several other cars come and go when one of the employees bringing food out asks me what my order was so I tell him and he walks away. Another 5 minutes go by and I'll admit at this point I am frustrated. I am tired, I am hungry, and so I finally get out of my vehicle and walk into the store. I inform the person behind the counter what my order was and how long I've been waiting. At this point they get into the cash register and give me my money back but don't offer me any food whatsoever. I was shocked. I did expect my money back but I assumed I would at least be offered some kind of food after how long I had been waiting. Needless to say I was very disappointed and kind of defeated at this point. I went down the road to Wendy's and had my food within ten minutes of arriving there so I was able to avoid eating my own hand at least. The McDonald's employees have never seemed apologetic in any way whether they are messing up my order, or informing me that their ice cream machine is "broken". I keep giving them chances because they have gotten my order correct on other occasions. But it's getting harder to make...

The service I got from the drive through window was very decent, except that I got the strawberry fanta instead of the regular great! then after realized I got a mcmuffin with sausage only (literally) lol when I had ordered one with cheese and eggs, so I go back in there, calm stand there for long 5 minutes before the cashier relaized I was there waiting, so as another lady realizes I've been there standing, she approaches and asks what the problem is, so I explained my self and told her what it was, (I didn't mention about the fanta) btw lol so the cashier takes the sandwich that I brought back, tries to "Switch me" for another sandwich thats not even the right one and takes the one I brought back to the counter... like really, is that how it works? I guess so. Ew haha Then I tell her she gave me the wrong sandwich and she goes back to her kitchen staff to let them know, u know, she had to asked nearly 5 times to make that sausage mcgriddle with egg and cheese for like 10 min before it was handed to me. After a long 20 minutes after Ienter the drivre through, I'm enjoying my cold fries, the sausage mcgriddle they took in and out for a trip to the kitchen and back and my soda that was not orange but strawberry flavor bcause it was the closest they had, lol exuse me were u drunk??? I guess the free Ice Cream cone from the cashier and her apology in name of the kitchen staff really are the cherries missin on top of my shake...