McDonald's — Restaurant in Castro Valley

Disappointing Experience with McDonald's Online Order and Curbside Pickup

I am writing to express my deep disappointment with the experience I had at your McDonald's location earlier today. I placed an online order at 11:30 AM and opted for curbside pickup. Upon my arrival at 11:55 AM, I noticed my order had not been prepared, so I went inside the restaurant with my two young children at around 12:10 PM.

I approached a cashier to inquire about my order, and she apologized and assured me that they would prepare it immediately. Another employee named Macy, who was responsible for packing pickup orders, said she would attend to my order right away. In order to wait more comfortably with my kids, I asked the cashier if I could return to my car, to which she agreed.

However, despite waiting until approximately 12:29 PM, no one came to deliver my order to me. I decided to go back inside the restaurant to speak with the cashier and Macy about the delay. Unfortunately, both of them avoided making eye contact and turned away when they saw me. Macy, who had promised to pack my order, was not even working on it; instead, she was checking a new order from the order mechanic, and nothing was on the pickup table at that moment.

Throughout this ordeal, I noticed that all the staff seemed extremely busy, but no one took the initiative to address my concerns, even though they saw me standing in front of the counter for a considerable time. Feeling frustrated, I finally approached another staff member who was looking around the counter and asked to speak with the manager.

Marita, who identified herself as the manager, came forward and apologized sincerely for the entire situation. She explained that she started her shift at 12 PM, and no one had informed her about the delay or the issue with my order. She acknowledged a potential communication problem within the team. Despite her lack of experience in handling complaints, she quickly took action and helped pack my order herself. I could sense that Marita genuinely felt sorry for the inconvenience caused to me and my children.

As a first-time user of McDonald's apps, I must admit that this experience has left me with a terrible impression. I expected a smooth and efficient process for my online order, but unfortunately, that was not the case. Additionally, I am still puzzled by Macy's promise to pack my food, only to be ignored later. I truly hope to receive an explanation for this, as it adds to my overall disappointment.

I am sharing my experience in the hope that you will take this matter seriously and address the issues that arose during my visit to your establishment. Your attention to resolving these problems will not only help restore my faith in McDonald's but also ensure that other customers do not encounter similar frustrations...

Great Food. Honestly the best Macdonald I've had in a week. Their burgers were cooked to perfection and had great flavor. They had sooo much selection I was almost overwhelmed with the selection. Luckily my friend was there and he knows this Macdonald well enough to know what to get. If you want a good appetizer definitely go for the chicken nuggets 10 piece. I prefer Ranch sauce but if you want they also have bbq and honey mustard. Those sauce selections were also very nice and pleased everyone I was with including my very helpful friend. There was also sooo many desert options that my friend had to step in again. There was mcflurrys, shakes, smothies, ice cream cones, sundaes, apple pies and soo much more. My friend recommended the mcfully which yet again they have sooo much selection for. They have oreo, m&m's, and even Rollo. Honestly I think you can never go wrong here. And you can't even imagine the selections for the drinks. They have ALL of the sodas you could ever want not to mention the icee's and the iced tea. Luckily you can save a lot of money here because all of the drinks in any size are only one dollar. But don't forget to ask for light ice unless you like your drinks really cold. All in all you can see that this is just a fabulous restaurant to go to and they are even one of the fastest....

Their drive thru should work well but apparently they have a faulty system in place or incompetent employees.

There are two drive thru lanes and a sign instructing customers to use either lane at any time. I tried the outside lane and waited behind a car that I assumed was taking a long time deciding what to order, not knowing that they probably never had a chance to order.

They pulled ahead and it was my turn. Or so I thought. Instead of alternating taking orders from both lanes, they took orders from only the inside lane. Four cars placed their order and she never took mine. I tried calling into the speaker and honking my horn and never got her attention. And now I'm stuck behind multiple cars without a route to escape.

I finally got to the window and asked if the outside lane was working. A blank stare and a long pause before she told me that both lanes were working. I asked why no one took my order and another blank stare and absolutely no answer. She then looked behind my car at the car behind me as if to try to hurry me up and leave. So I did. Straight to Jack in the Box.

Never again. This isn't the first time I've had issues at this particular McDonalds. There are other fast food restaurants that are open late night that will get...